City hits benchmarks for development plan reviews

Turn-around time for plans review of development permits in the City of Knoxville exceeded all benchmarks in May, less than five months after the City increased fees to fund several new positions and improve software systems.

That investment is paying dividends.

Average plan review days have significantly dropped as of May, exceeding benchmarks on all four tiers: Residential (6 days vs. 7-day goal); Commercial less than $500,000 (10 days vs. 14-day goal); Commercial between $500,000-$20 million (13 days vs. 21-day goal); and Commercial projects greater than $20 million (10 days vs 30-day goal).

Progress comes as the number of permits requested continues to increase. May permits rose 16 percent from April, with residential permits accounting for slightly more than half the total.

“This is a big milestone to hit in a relatively short period of time,” said Grant Rosenberg, the City’s Chief Operating Officer. “Our Plans Review & Inspections and Engineering teams have been working very hard, and it’s paying off.

“As always, there is more work to be done and additional improvements on the horizon, however it’s important to celebrate our success and build upon that momentum,” Rosenberg added.

The budget increase, approved by City Council in December 2023, resulted in nine new staff members, as permits have hit record numbers. In addition to speeding up the length of time to obtain a permit, City administrators have continued to meet its policy of next-day inspections after a request is received.

Other recent improvements in development services include:

• The city’s customer service line, 311, is now handling calls to development services, averaging sixty-three (63) calls per day.
• IT consultant, Avero Advisors, continues to work on the plans review and inspections website and back-end software improvements.
• Right-of-way closures no longer need to be approved by planning commission. Requests will be reviewed by planning staff and recommendations sent straight to City Council. This will eliminate about 30-60 days in the process.

Rosenberg said more improvements, such as expedited reviews, enhanced customer service feedback, and additional performance benchmarks will be implemented over the next several months.