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Graduate students present digital-permitting review; council accepts recommendations
Summary
San Diego State graduate students presented a capstone report analyzing El Cajon's digital permitting portal (PAKO/InterGov), recommending clearer status notifications, visual flowcharts, organized permit forms and brief customer surveys; the council unanimously accepted the report and directed staff to pursue feasible improvements.
San Diego State University graduate students Richard DiPaola and Nick Luber presented findings from a capstone review of El Cajon's digital permitting process, reporting that the city processed about 3,600 development activities in 2023 with an estimated $116 million in local economic value. The students said three factors most influenced customer satisfaction: timeliness of permit approvals, the PAKO portal (InterGov) user experience, and staff responsiveness.
They said survey and…
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