Smart Permitting Annual Awards

2002 Awards—Mystery Shopper Program

City of Concord Wins—By a Clear Margin

San Ramon/Lafayette Tie for Second & Third

The Contra Costa Economic Partnership has conducted reviews of business permitting in Contra Costa County since 1998, giving "Smart Permitting" awards to recognize best practices in business permitting. For the year 2002, the Partnership contracted with an independent survey firm to conduct "mystery shops" at 23 permitting jurisdictions in Contra Costa County. In these surveys, a "mystery shopper" went to each of the 19 cities, 3 County departments and the Sanitary District. The stated purpose was to determine what information would be needed to obtain the permits necessary to open a small business, in this case a coffee shop.

Each jurisdiction was judged in two categories:

1)	Going to the website to obtain permit information on-line or by e-mail response (20%), and
2)	A personal visit to the facility to talk to the permit staff people, observe the facilities, and gather available information (80%)

The overall winner, by a clear margin, was the City of Concord. Tied for second and third places were the cities of San Ramon and Lafayette. These three cities will be the recipients of the Contra Costa Economic Partnership "Smart Permitting 2002" awards, one for the first place winner and one for each of the two runner-ups. Some of the shopper's comments regarding the visit to the City of Concord were:

	Everyone seemed pleased (almost excited) to see me.
	Very professional and friendly.
	Very new and inviting facilities.
	Received a personal reply to e-mail inquiry.
	Was advised that they can review plans by e-mail.
	Seemed eager to have my business.
	I was given information on those who could assist me.

This can be contrasted to some of the comments about the lower-ranked jurisdictions:

	No on-line services available, unable to locate any e-mail contact on website.
	No parking was available. Planning Department difficult to find.
	Nothing happens without an appointment.
	No personal reply received to on-line inquiry.
	Office closed during business hours.
	No one available to assist.
	Didn't want to see me until I had specific space.

Other permitting jurisdictions in the top third of those surveyed include the cities of Hercules, Walnut Creek, Martinez and Pleasant Hill, and the Contra Costa Sanitary District.

2001 Awards—

No awards were given.

2000 Awards—Excellence in Customer Service

The Contra Costa Economic Partnership was pleased to recognize the following permitting jursidictions for excellence in customer service in the business permitting process. The Partnership congratulated the Year 2000 Award Winners and encouraged other jurisdictions to focus on customer service as an important element in fulfilling their business permitting responsibilities:

First Place Award

City of Walnut Creek

Recognition Awards

City of Concord

City of Pleasant Hill

Contra Costa Fire Protection District

Central Contra Costa Sanitary District

1999 Awards—Streamlining in the Information Age

The following permitting jurisdictions in Contra Costa County were recognized by the Partnership in 1999 for best practices in getting up to speed with the use of information technology for improved business permitting:

County of Contra Costa

City of Concord

City of Walnut Creek

1998 Awards—Three Categories

In 1998, three cities were recognized for excellence in specific business permitting categories, and presented with awards at the Mayors' Conference in April and at City Council meetings:

Overall Best Practices

City of Concord

Use of Technology for Permitting Improvements

City of San Ramon

Streamlining Tenant Improvement Process

City of Walnut Creek