Permitting Improvement Project Update Stakeholders Group Luz Borrero, Deputy Chief Operating Officer January 28, 2014
OVERVIEW 1. Expedited Commercial Plan Review Program Established: Peer Reviewers Needed 2. Data Gathering and Analysis have Informed this Process 3. Preliminary Organizational Recommendations Favor a Consolidated Approach 4. Training and New Communications Materials will be Critical to Improved Service Delivery 5. Recommended Operational Improvements Promote Accountability and Streamlined Processes 2
Expedited Commercial Plan Review Program Established: Peer Reviewers Needed Program Overview 1. Architectural and Engineering Firms register with the County as Peer Review Providers 2. Any State-registered Architect or Engineer may apply through a registered firm to become an approved Peer Reviewer 3. The County will maintain a publicly available database of all registered firms and approved Peer Reviewers 4. The customer selects an approved Peer Reviewer to perform a structural, life safety, accessibility, and fire systems review prior to submitting those plans to the County 5. The customer submits his or her peer reviewed plans to the County 6. The County performs an expedited plan review Guaranteed Service Level Any plans submitted or resubmitted through the Expedited Commercial Plan Review Program will receive a guaranteed total review time of no more than ten business days Help us Identify Peer Reviewers Right now, we are working to develop a database of peer reviewers for structural, life safety, fire systems, and accessibility reviews Please tell any registered architect or engineer you know to visit www.planningdekalb.net/expeditedplans, and submit a Peer Reviewer Application form to become a Peer Reviewer for the County 3
Data Gathering and Analysis are Informing Matrix Consulting Recommendations Data Gathered from Stakeholders, Staff, and Management 3 focus groups, 60 surveys received, and 7 individual interviews with stakeholders Individual interviews, focus groups, and 47 surveys received from staff Current organizational structure, permit volumes, staffing levels, budget, fees, processes ascertained Data Analysis is Leading to Recommended Improvements Matrix Consulting is performing the following assessments: Fee assessment Organizational assessment Process analysis Comparative analysis against regional and national jurisdictions Workload analysis to determine appropriate staffing levels 4
Preliminary Organizational Recommendations Favor a Consolidated Approach Recommendations Favor One-Stop-Shop The County has consolidated the Land Development and Fire plan review groups into the Development Services Division of the Department of Planning and Sustainability to move toward a One-Stop-Shop for permitting The next step in this process will be to consolidate the Business License Division into Development Services Preliminary recommendations by Matrix Consulting support executed and planned consolidations, and favor additional consolidation to ensure a streamlined approach with a single division of contact and interpretation Position Changes Support Organizational and Functional Consolidation Permit Manager position will oversee the permitting intake counter, manage the permitting process, and serve as a customer service liaison Permit Coordinators will review plans for completion at intake, screening out incomplete projects before they enter the process, saving time for staff and the customer New Plan Reviewer job descriptions will allow Fire and Structural plan reviewers to perform both types of reviews, decreasing the time spent routing plans 5
Training and New Communications Materials will be Critical to Improved Service Delivery Internal and External Training Necessary to Improve Customer Service Job-specific customer service training will be an essential beginning for all permitting and business license staff A technical training needs assessment should be performed to develop specific training and certification programs for different staff members. Training and certification goals and objectives must be included in quarterly reviews The County should hold regular meetings with the design community to provide education on County codes and regulations New Communications Materials Essential to an Effective Operation The County must create a Development Manual that outlines the permitting process from concept to Business License issuance. This manual must contain all technical review checklists, required forms, standard conditions of approval, and other requirements for every phase of the permitting and business license process The County must also create and maintain a Code Interpretation Manual that tracks any official, administrative interpretations made by the County. This will supplement the Development Manual and assist customers in developing plans in advance of submission to the County 6
Recommended Operational Improvements Promote Streamlined Processes and Accountability Recommendations to Streamline Processes and Improve Service Eliminate unnecessary and duplicative reviews from the permitting process Reviews should be performed concurrently to reduce processing times Compel attendance by reviewers in all departments at Roundtable Development meetings Establish clear interpretive structure to ensure consistent application of zoning code Establish, Maintain, and Adhere to Service Level Agreements for Each Permit Type Standards should be based on complexity of projects, and should be adjusted over time to adapt to external and internal changes Monthly report should be published to verify adherence to stated standards Staff in all departments must be held accountable to service level agreements 7
DeKalb County Needs Your Feedback DEKALB COUNTY IS WORKING WITH ANGELOU ECONOMICS TO CREATE AN ECONOMIC DEVELOPMENT STRATEGIC PLAN TO PRIORITIZE DEVELOPMENT OPPORTUNITIES THROUGHOUT THE COUNTY. PLEASE LET US KNOW YOUR PRIORITIES TO HELP BRING JOBS AND GROWTH TO DEKALB COUNTY BY TAKING A SHORT SURVEY AT DEKALBCOUNTY2020.COM THE ADMINISTRATION IS ALSO WORKING WITH MATRIX CONSULTING GROUP TO OVERHAUL ITS PERMITTING AND BUSINESS LICENSE OPERATIONS. PLEASE SHARE YOUR THOUGHTS ON HOW TO IMPROVE THE PROCESS TO OBTAIN A PERMIT OR BUSINESS LICENSE IN DEKALB COUNTY BY VISITING: WWW.SURVEYMONKEY.COM/S/DEKALBCUSTOMER
Populate database of approved Peer Reviewers and Peer Review Providers Allow customers to submit Peer-reviewed plans to the County Conclude regional and national jurisdictional review, workload assessment, and fee assessment Finalize technology recommendations Next Steps Establish service level agreements for each permit type Complete Permitting Improvement Recommendations and Implementation Plan Implement Permitting Improvement Recommendations 9
Thank You! 10