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City of Santa Ana <br />FY2021-FY2025 Strategic Plan <br />4. EFFICIENT CITY SERVICES <br />SANTA A1A <br />Streamline the methods of providing services to help ensure doing business with the City is easier and more efficient. <br />Current State <br />Santa Ana's services are slowly improving, butthere is an imbalance of demands and resources. Some of the Citys <br />policies, processes, equipment and systems are dated and only support in -person delivery of services. <br />Degree of Effort Needed to Achieve Success <br />Over the next 5 years, Santa Ana will need to make an incremental to substantial shift from its current efforts. <br />Goals <br />4.1 TECHNOLOGY MODERNIZATION: Enhance the City's capabilities to allow the public to perform more <br />services online. (Information Technology) <br />4.2 EFFECTVVE, EFFICIENT POLICIES & PROCESSES: Streamline policies and processes for staff and residents to <br />reduce the time it takes to complete City services. (Planning & Building and PWA) <br />4.3 COMMUNICATION & OUTREACH: Aim to reach and engage all audiences through a variety of <br />communication outlets. (Public Information Officer) <br />Performance Measures <br />Based on the Priority and Goals, City staff identified the 5-year trajectory of each measure, either: <br />• Steady - maintain FY2019-20 actual or estimate or realize only slight improvement. <br />• Modest - gradual improvement from the FY2019-20 actual or estimate. <br />• Significant - significant improvement from the FY2019-20 actual or estimate. <br />Each Performance Measure's annual targets for future years will be set in conjunction with the annual budget <br />process and annual initiative planning. <br />Days to Provide Response to <br />Applicants in the Plan Check <br />Modest <br />7 <br />Process - Small Projects <br />Days to Provide Response to <br />Applicants in the Plan Check <br />Modest <br />20 <br />Process - Major Projects <br />10 <br />Time to Respond to Public <br />Modest <br /><10 Days <br />Records Requests <br />Number of City Services <br />Significant <br />61 <br />75 <br />Offered Online <br />Number of Public <br />Significant <br />14 <br />28 <br />EmzaQement Meetings <br />23 <br />