Open for Business: Streamlining Review and Permitting Processes

Transcription

1 Open for Business: Streamlining Review and Permitting Processes

2 Welcome & Introductions Bob Henderson Systems Administrator Centralina COG Erika Martin Planning Director Town of Troutman Mark Donham Director of Economic Development City of Albemarle

3 Session Take-Aways What the Lean process is How local governments can benefit

4 What Lean is Lean is a philosophy

5 Local Government s Challenges Pressure to cut costs Pressure to provide more services Pressure to work faster and be less bureaucratic Pressure to improve customer satisfaction Pressure to prove results Pressure to prepare for the future

6 Lean for Government Purpose: Increasing value for our customers and clients by creating efficiencies Be able to do more with less Outcomes: Minimize process time Optimize interactions with customers Generate optimal systems Uses: Reduce the complexity of the permit process Provide more or better services at current costs

7 Customer Value For something to add value, it must. be a service or product the customer is willing to pay for transform the product or service in some way be done correctly the first time, and on-time

8 Value Stream Mapping Graphical representation of: How a process transforms material and/or information into a product or service The flow of information A time-series It is a planning tool to optimize results of eliminating waste Messy, Long Process Lean Simple, Short Process

9 City of Albemarle Business Development Task Force City Listening for Issues New agenda for economic development Seeking ways to bring about economic growth Hearing complaints about the difficulty of locating new businesses in the City of Albemarle New initiative to promote a business friendly environment

10 City of Albemarle. Appointing a Business Development Task Force Evaluate the criticism Determine ways to improve services to new businesses wanting to locate in Albemarle. Choosing an Independent Third Party Process Involved Both City and County Personnel Good Experience with Centralina Council of Governments Will Provide an Added Experienced Perspective in the LEAN Process Listen to Stakeholders; Interview Stakeholders; Brainstorming; Cause and Effect Analysis; Lists Prioritize, Process Mapping Evaluation Clarifying Defining Functional Grouping Partnered with the Centralina COG

11 City of Albemarle Partners Involve volunteers who had a passion for the City and look to help enhance the quality of life Business people who had used the building permitting process Non- Profit Community and Economic Development Professionals City and County elected leaders and staff Interviews City staff and elected leaders called and interviewed many people to receive their input Centralina staff also contacted members of the task force to solicit information

12 City of Albemarle Convene Task Force - Session One Input received from the interviews was presented during Session One of the Business Development Task Force Input was used as the basis for prioritizing and consensus building Identified Priorities Comments fell into three groups that represent three interactive systems that need to be optimized as part of the Problem Solving Process as part of the Continuous Improvement System Process; Policy; Customer Service Created a Draft Action Plan Developed Process Strategy; Policy Strategy; and Customer Service Strategy Each Strategy has four components: 1) Problems solved by Task Force; 2) Desired Outcomes; 3) Recommended Actions to Address Problems; 4) Recommended Role of Task Force

13 City of Albemarle Process Strategy Recommended Role of Task Force» Develop Process Map of Current Process» Identify Bottlenecks and Problems Policy Strategy Recommended Role of Task Force» Identify Issues With Current Policies» Recommend Areas For Further Review» Evaluate Analysis of Proposed Changes and Make Recommendations Customer Service Strategy Recommended Role of Task Force» Appoint Group to Develop Metrics» Review Metrics and Make Recommendations

14 City of Albemarle Business Development Task Force - Session Two Focus of Session Two Identify Options to Solve Problems Prioritize Options Reviewed Process Walked Through Current Process and Sought Ideas for Modification Clarified Challenges and Opportunities to Evaluate Changes for the Process Map Developed a Foundation for the Improvement Plan

15 City of Albemarle Building Permitting Process 3 Day Process Improvement Event Participants: City and County Staff City and County staff Officials Developers and City residents Goals: To reduce customer confusion & create consistency To improve permit review process To reduce permit review time

16 City of Albemarle Outcomes: Immediate implementation recommendations (sample): Established a Single Point of Entry for Customers Consolidated forms to remove redundancy 30 Day implementation recommendations (sample): Explore Online opportunities Staff training to standardize interpretation & enforcement 60 Day implementation recommendations (sample): Create Pre-Development Information Packet Study impact of Minimum Maintenance Codes Beyond 60 Day implementation recommendations (sample): Review resources available for vacant property information

17 City of Albemarle City Staff Developed a Tracking Process For Each Task Tasks include: Utility Policy Review; On-line Forms; Internal Communication System; Staff Training and Coordination; Rehab Building Code; Minimum Maintenance Codes; Customer Service Feedback System; Zoning Map Availability; Zoning Table Uses; Informational Flyer About Development Process Title Utility Policy Review Description Review utility policies and recommend changes to address concerns including cost and timing of deposits and refunds Status and Timeline 8/18/14 Mike Leonas presented to City Council and received approval for the Provisional Power Classification and confirmation that business utility deposits remain unchanged. Assignment Mike Leonas Notes Mike Leonas presented at Council and received approval. Implementation can now take place.

18 Years 1-10 Years Years 21-30

19

20 Never mind!

21

22

23

24

25 Day 1

26 Day 2

27 Day 2

28

29

30 What are the Benefits

31 Comments and Questions?