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Buena Park staff outlines development pipeline reforms; council backs pilot concierge
Summary
City staff presented development and construction performance data and proposed measures — updated customer materials, translated documents, video tutorials, a pilot business‑assistance (concierge) program, and zoning updates to reduce discretionary delays — and council asked staff to pilot the concierge idea and measure results.
City staff presented an overview of Buena Park’s development and construction pipeline and proposed a set of reforms intended to reduce delays, improve customer service, and streamline permit processing.
Director of Community and Economic Development Matt Folkes reported 2024 volumes of just over 1,550 plan checks, just under 2,000 permits issued, and 5,651 building inspections. Folkes said the department helped roughly 21,000 customers at the public counter in 2024 and noted performance metrics such as an 11‑day average plan‑check return time and next‑day inspection service.
Folkes identified three common challenges: misunderstandings or misrepresentations of projects (often with owner‑builders), incomplete or inaccurate plans, and underperforming contractors or site management. Proposed responses include revised intake handouts, translated materials (Spanish/Korean), improved FAQs and video tutorials, architect‑applicant meetings after multiple plan‑check rounds, a pilot business‑assistance/concierge program using existing staff, and a zoning code update to reduce unnecessary discretionary reviews.
Folkes recommended a pilot concierge program run by economic development staff coordinating with planning and building plan checkers; he said a permanent concierge likely would require additional staffing. Council members expressed support for the pilot, asked for measurable success metrics (fewer complaints, shorter turnaround times), and emphasized the importance of filling vacant plan‑check and planning positions to maintain throughput.
Council requested staff measure performance improvements and report back; Folkes said some recommended items were already in progress and others could be piloted without immediate budget increases.
