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2007 National Streamlining Conference2007 National Streamlining Conference“Setting a Course for Change”“Setting a Course for Change”
Best Practices from Zoning & Land UseBest Practices from Zoning & Land Use
Why Are We Here?Why Are We Here?
““Perceptions Rule”Perceptions Rule”
Fire• Land Use &
Building Project Review• Fire & Life Safety
Requirements
Planning • Process Land Use
Applications• Review Building Plans
• Pre-ApplicationConferences
• Public Noticing
EnvironmentalServices
• Land Use & Building Project Review
• Sewer/StormwaterRequirements
• Wetlands & Protected Habitat
Buildings• Operate Permit Center &
Tracking System• Construction Inspection
• Building Code Plan Check• Coordination with
other staff
Public Works• Land Use &
Building Project Review • Street & Traffic Flow
Requirements• Improvement Permits
for Streets, Curbs, & Sidewalks
Water Utilities• Land Use &
Building Project Review• Water Service Review
Departmental “Silos”Departmental “Silos”
Where do I start and who do I deal with?
Customer
Health• Food Services
• Septic & Water Review• Other Health Requirements
Functional OrganizationFunctional Organization
BUILDING DEPARTMENT
??
Multiple Permit HurdlesMultiple Permit Hurdles
Customer
Customer
Structural P
lan Check
Structural P
lan Check
Subdivision
Subdivision
PlatsPlats Enviro
nmental
Environmental
Requirements
Requirements
Conflicting
Conflicting
Interpretations
InterpretationsConditio
nal Use
Conditional U
se
ReviewReview Water &
Sewer
Water & Sewer
Requirements
Requirements
Zoning Code
Zoning Code
Multiple Permit HurdlesMultiple Permit Hurdles
Structural P
lan Check
Structural P
lan Check
Subdivision
Subdivision
PlatsPlats Enviro
nmental
Environmental
Requirements
Requirements
Conflicting
Conflicting
Interpretations
InterpretationsConditio
nal Use
Conditional U
se
ReviewReview Water &
Sewer
Water & Sewer
Requirements
Requirements
Zoning Code
Zoning Code
Customer
Customer
Multiple Permit HurdlesMultiple Permit Hurdles
Structural P
lan Check
Structural P
lan Check
Subdivision
Subdivision
PlatsPlats Enviro
nmental
Environmental
Requirements
Requirements
Conflicting
Conflicting
Interpretations
InterpretationsConditio
nal Use
Conditional U
se
ReviewReview Water &
Sewer
Water & Sewer
Requirements
Requirements
Zoning Code
Zoning Code
Customer
Customer
Regulation “Quality” GapRegulation “Quality” Gap
Responding to Growth
Current Regulations
CodesCriteriaStandards Interp
retation
Battlegro
und
Unclear/Outdated Regulations
Limited or No Construction Stds.
Limited or Missing Policy Master Plans (i.e. - Watershed, Transportation)
Subdivision & Land Use Criteria Outmoded
Changing Urban Development Needs or Trends
Striving for Lower Maintenance & Better Safety through New Construction Methods
Need to Manage Impacts of Booming Growth (Traffic, Runoff, etc.)
New Requirements from Federal, State and Local Policy Makers (w/o changes to local regulations.)
Result
Incomplete Applications & Poor Response
Staff Perceived as Arbitrary, Subjective, & Unfounded
Designer vs. Reviewer Clash
Uncoordinated TechnologiesUncoordinated Technologies
Accounting dataAccounting data GIS MapsGIS Maps Ownership & Site Ownership & Site
DataData Ordinances/CodesOrdinances/Codes Permit & Application Permit & Application
InfoInfo Violations Violations Licenses Licenses Assessor dataAssessor data Zoning Use dataZoning Use data Special AssessmentsSpecial Assessments Engineering DrawingsEngineering Drawings
EngineeringAssessor
Utilities
Planning
Fire
Clerk –Recorder
BuildingServices
Customer “Likelihoods”Customer “Likelihoods”
"Savvy" "Poor Soul" "Simple"
Consultants Probably Later, Once Enlightened No
Lawyer Probably No No
Need to Know High High Low
Complexity High High-Medium Low
Elapsed Time Lengthy, Variable Lengthy, Medium Short
Project Stages Multiple One One
Documentation High Medium Low
Preliminary Review Voluntary Mandatory Voluntary
Information Needs Low Low-High High
If You Asked Your Customers to If You Asked Your Customers to Finish This Statement……Finish This Statement……
““The development review The development review process will be successful if process will be successful if there is ..….”there is ..….”
How Would They Respond?How Would They Respond?
Key Customer ExpectationsKey Customer ExpectationsThe development review process will be successful if there is ..….The development review process will be successful if there is ..….
They All Work
Together For
Success
Define standard operating procedures that are Define standard operating procedures that are predictable and consistent and works for a variety of predictable and consistent and works for a variety of customer typescustomer types
Make the rules clear enough to know how to design Make the rules clear enough to know how to design without asking a personwithout asking a person
““Time is money” so make the process timelyTime is money” so make the process timely
Staff make decisions and “stick” with themStaff make decisions and “stick” with them
Set performance standards and meet Set performance standards and meet themthem
Have sufficient resources to meet Have sufficient resources to meet the service demandthe service demand
CoreBusiness Processes
People Interactions
RegulatoryFramework
Technology Physical Space
OrganizationalStructure
Development Review System Development Review System “Building Blocks”“Building Blocks”
CoreBusiness Processes
People Interactions
RegulatoryFramework
TechnologyPhysical Space
OrganizationalStructure
How Does Local Government How Does Local Government Respond?Respond?
3 Steps to 3 Steps to Guarantee SuccessGuarantee Success
“Sure-Fire”
>
So, How Should Local So, How Should Local Government Agencies Government Agencies
Respond?Respond?
Step 1:
Shoot all the politicians and lawyers !!
Step 2:Shoot them again to make sure they are dead !!
Step 3:Adopt a customer-oriented approach for improvement
CoreBusiness Processes
People Interactions
RegulatoryFramework
TechnologyPhysical
Space
OrganizationalStructure
Start With FundamentalsStart With Fundamentals
Entry Point
EarlyAssistance
ApplicationIntake
Project Management
Annual Inspection & Enforcement
Construction Inspection
SharedInformation
Information or Interpretation
Project Decision
C.O. orFinal
Acceptance
Core Business Processes Core Business Processes
Building Permits
Subdivision Plat
Land Use Reviews
Utility
Connections
Improvement Plans
The Customer’s ProjectThe Customer’s Project
“All the Pieces Have
to Fit Together for the
Customer”
Customer Objectives
Receive Reliable Interpretations or Information
Get a Project Decision
Occupy or Use Their Facility
Customer “Sits in One Chair” -Customer “Sits in One Chair” -Consistent Way to Enter the System Consistent Way to Enter the System
Comprehensive Early Assistance Comprehensive Early Assistance Program Program
Project Manager/Point-of-Contact to Project Manager/Point-of-Contact to Facilitate All Project Types Facilitate All Project Types
Standardized ProcessesStandardized Processes
Integrated Processing Concepts
Project-Oriented ProcessProject-Oriented Process(Standardized & Defined Template Example)(Standardized & Defined Template Example)
Counter-Based Projects
Submittal-Based Projects
A
* Single Point-of-Contact* Single Point-of-Contact (Team of 1) (Team of 1)* Single Interaction* Single Interaction* Single Inspection * Single Inspection
Example Type:Example Type:
Electrical, Mechanical, Electrical, Mechanical, Plumbing “Trade” Plumbing “Trade” ApprovalsApprovals
B
* Single Point of Contact* Single Point of Contact Ad-Hoc Team of 2-3 Ad-Hoc Team of 2-3 Staff Members Staff Members * Staff Comes to Plan &* Staff Comes to Plan & Customer Customer* Not Distributed* Not Distributed
Example Type:Example Type:
Residential Additions or Residential Additions or AlterationsAlterations
C
* Project Mgr. & Assigned* Project Mgr. & Assigned Team Team* Distributed & Interaction by* Distributed & Interaction by Appointment Appointment* Administrative Approval* Administrative Approval* Early Assistance Optional* Early Assistance Optional
Example Type:Example Type:
New Commercial or Tenant New Commercial or Tenant FinishFinish
D
* Project Mgr. & Assigned* Project Mgr. & Assigned Team Team* Distributed & Interaction by* Distributed & Interaction by Appointment Appointment* Most Complex Type with* Most Complex Type with Public Hearing Public Hearing* Early Assistance Required* Early Assistance Required and/or Encouraged and/or Encouraged
Example Type:Example Type:
Platting or RezoningPlatting or Rezoning
Consistent Customer RepresentativeConsistent Customer Representative – The – The Customer always has a primary point of contact and Customer always has a primary point of contact and mediator, if neededmediator, if needed
Project AccountabilityProject Accountability – The Project Manager will be – The Project Manager will be responsible for ensuring that project information is responsible for ensuring that project information is maintained and milestones are trackedmaintained and milestones are tracked
Customer “Sits in One Chair”Customer “Sits in One Chair” – The customer does – The customer does not need to visit and/or obtain approvals from not need to visit and/or obtain approvals from multiple counters multiple counters
Project Manager RoleProject Manager Role
Customer defines Customer defines project project and service is provided to and service is provided to meet the needmeet the need
Project management Project management approach with a issue approach with a issue resolution processresolution process
Point of contact for project Point of contact for project applications with a focus applications with a focus on processingon processing
System DesignSystem DesignCustomer NeedsCustomer Needs
Predictability of process and results
Implement policies and regulations
Single point of accountability for
process
Key Best Practice TrendsKey Best Practice Trends
Integrated development Integrated development services center where services center where customer “sits in one chair”customer “sits in one chair”
Tailor process for differing Tailor process for differing customer and project typescustomer and project types
Performance Performance standards are set standards are set and monitoredand monitored
System DesignSystem DesignCustomer NeedsCustomer Needs
Predictability for the application processing
Staff responsiveness and service
Service to customers
Key Best Practice TrendsKey Best Practice Trends
Process “roadmap” Process “roadmap” from start to finish from start to finish
Documented discussions Documented discussions & agreements& agreements
Interdisciplinary teams Interdisciplinary teams with “options thinking”with “options thinking”
System DesignSystem DesignCustomer NeedsCustomer Needs
Predictability of process and results
Reliability of interpretations
Accountability for consistency of
decision-making
Key Best Practice TrendsKey Best Practice Trends
One common computer One common computer system to let everyone system to let everyone communicatecommunicate
Accurate and real-time Accurate and real-time access to access to informationinformation
Enhanced web site design Enhanced web site design for online permitting & early for online permitting & early assistanceassistance
ConsistencyConsistency of of interpretationsinterpretations
CommunicationCommunication of of regulations, reqmts. & regulations, reqmts. &
processprocess
Easily accessible and Easily accessible and reliable information reliable information
Customer NeedsCustomer Needs System DesignSystem Design
Key Best Practice TrendsKey Best Practice Trends
There is There is NONO Silver Bullet Silver Bullet for Improvement!for Improvement!
System Improvement Implementation(Example)
CoreBusiness
Processes
People Interactions
RegulatoryFramework
TechnologyPhysical
Space
OrganizationalStructure
Project-Oriented Process
Early Assistance Program
Tailoring of Projects
Project Manager & Team Coordination
Standard Issue Resolution Process
Pilot Program for Complex Projects (Platting)
Training & Outreach Program
Regulatory Assessment & Update Strategy
Unified Development Code (UDC)
Infrastructure Master Plan Updates
“Code Scrubs”
Ongoing Maintenance Mechanism
Data & Historical Record Conversion
Enhance HTE Software
Integrated Development Services Web Destination
Rework “One Stop” Center Space
Self-Help Center
Cost-of Service Study & Fee Analysis
Performance Measurement Program
Key Work Elements to Establish ImprovementsKey Work Elements to Establish Improvements
1: System Operational Design
2: Data Assessment & Conversion Strategy
3: Performance Measurement Program
4: Regulatory Framework Assessment
5: Cost-of-Service Study & Fee Analysis
Creating Conditions for SuccessCreating Conditions for Success Adopt a Clear Process for ImprovementAdopt a Clear Process for Improvement
Set & Achieve Intermediate MilestonesSet & Achieve Intermediate Milestones
Appoint a “Manager of System Improvement”Appoint a “Manager of System Improvement”
Obtain Clear SponsorshipObtain Clear Sponsorship
Involve Customers in the Process From the StartInvolve Customers in the Process From the Start
Set Up Steering Committees & Work Teams Set Up Steering Committees & Work Teams Along the WayAlong the Way
Use Communication & Outreach Activities to Use Communication & Outreach Activities to Gain Customer and Staff Buy-In Along the WayGain Customer and Staff Buy-In Along the Way
Implementation Success FactorsImplementation Success Factors
Desired Speed of ImplementationDesired Speed of Implementation
Significance of ChangeSignificance of Change
Level of ParticipationLevel of Participation
Resources and Time Made AvailableResources and Time Made Available
Commitment and Involvement of Commitment and Involvement of “Sponsor”“Sponsor”
?
Improvement Strategies
& Action Plan
Development Review System Improvement Process Development Review System Improvement Process
Current System
Problems to Address
Customer’s Expectations for Success
Phase 1: System
Assessment
Phase 2: Operatio
nal
Designing & Piloting
System Operational
Design & Piloting
Phase 3: Implementatio
n
Project Tracking Software
Automating Historical Files & Data “One-Stop”
Space Enhancements
Project-Oriented Culture
Fees & Cost of Service Study
Communication & Training
User-Friendly Codes &
Publications
System Piloting Other Implementation Tasks
I m p l e m e n t a t I o n P l a n
How To Ensure Results?
“We Have a
Comprehensive Plan
for Improvement”
With Ongoing Support…It Will Happen!
Learn From Best PracticesLearn From Best Practices
Portland
Portland
San DiegoSan Diego
AustinAustin
Pasad
ena
Pasad
ena
PhoenixPhoenix
……and Many More
and Many More
Good Examples
Good Examples
Turn the system on end!Turn the system on end!
Redo how business Redo how business is done!is done!
Take a Take a “Customer-Oriented” “Customer-Oriented”
System ApproachSystem Approach
How To Become One of How To Become One of the Best? the Best?
But Don’t Copy Others, But Don’t Copy Others, Instead….Listen to Customers, Design, Test, Implement, Instead….Listen to Customers, Design, Test, Implement,
and Anticipate Resistance!and Anticipate Resistance!
presented by:
George N. Arimes, President
www.horizoncentre.com