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Consultant survey finds Franklin development services well regarded but urges clearer roles and faster, more consistent responses
Summary
A consultant presentation of a survey of 400 development professionals found strong marks for customer service and communications but flagged inconsistent review responses and role clarity as areas for improvement; staff outlined follow-up steps including targeted meetings with practitioners.
City staff and Thrivance Consulting presented results of a yearlong survey of 400 development professionals at the Jan. 28 meeting, reporting 66 responses and recommending targeted operational and communications changes to improve predictability and coordination in permitting, plan review and inspections.
Gary McClure, lead consultant for Thrivance Consulting, told aldermen that customer-service scores were high across permitting, plan review and inspections, but response clarity and “piling on” — where revised submittals introduce new issues — rated lower. McClure said the survey exposed “a…
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