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Builders association finds major permitting friction in San Anselmo; council backs Phase 2 review
Summary
The Marin Builders Association presented phase 1 permit-improvement findings—NPS -58.5, reports of permitting delays and fire-review bottlenecks—and recommended structural reforms and customer-service measures. Council members supported moving to Phase 2 to drill into staff-facing bottlenecks and timelines.
Rick Wells, chief executive officer of the Marin Builders Association, told the San Anselmo Town Council that a Phase 1, data-driven review of permitting in San Anselmo found substantial customer dissatisfaction and process problems. The association’s survey and focus groups produced a net promoter score of negative 58.5 and suggested that applicants experience permitting delays, fire-department plan-review bottlenecks, inconsistent application reviews and opaque fees.
"A negative 58.5 means detractors outnumber promoters by 60 percent," Wells said, urging the council to treat phase 1 as a benchmark and move to a staff-focused phase 2 to test and implement fixes. Casey Mazzoni, the association’s director of advocacy and permit improvement, summarized…
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