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Air Permitting : Process Improvement Kaizen EventJune 4 – 8, 2007
Transforming Government- the challenge and opportunity of the 21st centuryTransforming Government- the challenge and opportunity of the 21st century
2
Overview
Team Purpose and Scope Process Potential Improvements
For the Agency For Applicants
Implementation Plan Ongoing Improvement
3
Team
Cross Functional – Client and Agency
Name Company DepartmentKatherine D. Hodge HDZ/IERGDean Frommelt ADMDK Hirner IERGEd Bakowski IEPA PermitsCharlie Zeal IEPA PermitsLori Pennington IEPA PermitsRoss Cooper IEPA PermitsChris Romaine IEPA Air PermitsGenevieve Damico US EPA ARDRobb Layman IEPA LegalBradford Kohlmeyer Exxon Mobil
4
Purpose and ScopeScope: This event will address the Air Permitting process from point of receipt
application by IEPA to permit complete: Minor Construction Permits* at any source (900 Annually-60%)
• Lifetime• CAAPP (or title five)• FESOP
*Minor is defined as not a major project under NSR, not relying on netting to avoid NSR, not subject to Public comment period
Objectives and Goals Processing time: Improve processing time (Lead time) of air permits
within scope - receipt to issue in calendar days• Reduce processing time by 75%
Quality : Permits with no missing information• Reduce applications that are incomplete/inaccurate/admin requiring a call back
or NOI by 75%• Reduce issued permits that need to be corrected (re-issued) by IEPA by 90%
Cost : Maintain or reduce, increase output with same cost input
5
Team Approach and Activities
Training on Key Concepts of Time-Based Strategy and LeanSigma® Waste, Value add, hand-off Variability Straight through, one touch disposition, quality at the source
Define the Current State Flow Performance Metrics Volume and Capacity
Develop and Evaluate Alternatives Simulate/Pilot or Implement Alternatives Develop Standard Work Define Implementation and Deployment Plan Report-Out to Sponsors
6
En
gine
er
Detail 3 Receive to desk / chair
FileCorrect Fee?
Delay X days
YesNo
Draft Fee Letter
Deliver to Typing
Typ
ist
RecieveDelay X
daysType
Delay 1 days
Put in out box
Pickup from typing
Analyze(FIFO)
Correct?
Initiate Source Contact
Delay X days
Get Data?
Send info to typing
Detail 4
Yes
Yes
Request InfoRAI
RAI again?
DenyYes
No
No
End of Process
Detail 5
Detail 4
Eng
ine
er
Draft PermitPrepare Calc
SheetSend to manager
Prt
Un
it M
gr
Receive Permit
ReviewDelay 1
daysCorrect if needed
Send to Analyst
RecieveDelay 1
daysCorrect Permit
Deliver to typist
Typ
ist
RecieveDelay X
daysType
Delay 1 days
Put in out box
Eng
ine
er
Pick up Typing
Review Final Draft
Correct?
Yes
No
Typist Loop
Typist Loop
Log into ICEMAN
Deliver to Mgr
Final ReviewDelay 1
daysCorrect?
Typist Loop
Final ReviewSign, Logout
Send to Admin
Ass
itant
2
RecieveLogout of ICEMAN
Mail Out End of Process
Current State - Process
Documented current application processFrom
assit 2
Ass
ista
nt
3A
ssis
tan
t 4
Open in ICEMAN
Create Traveler sheet
file
Deliver to file room
New Create File
Pull Existing file
Send to Unit Mgr
Prt
Un
it M
gr
Receive Application
0-6 days
Sort & AssignDeliver to Analyst
Prt
Un
it M
gr Receive inbox
0-4 days
Screen Checklist
Complete
Yes
No
No
YesFee Review Deliver File
Draft NOI
Fe
e C
zar
Receive App .5 day Analyze fee Correct?
No
Yes
Prt
Un
it M
gr
2
Recieve AnalyzeCorrect &
send to Eng
Detail 3
Agree?Consult Fee Czar. Eng
Detail 5 NOI
Send to Eng
No
Yes
Detail 5
Ass
ista
nt 5
Receive Mail
Ma
il R
oom
Sort Mail by bureau
Deliver to Permits
Ass
ista
nt 1
Sort by Section
File in boxesDeliver
permits to Desk
Open & date stamp
ReviewNew
Facility?Assign ID
Enter Permit ID in ICEMAN
Construction?
Deliver Checks to
Budget
Check?Enter in ICEMAN
Make Copies if needed
Deliver to Assist 2
Yes
No
Yes Yes
Ass
ista
nt
2
Marge
Betty
Yvonne
Typ
ist
Check FeeWrite info on
feeDeliver to Assist 3
Prep reject letter
Deliver to typist
Type form letter for reject
fee
Return Final letter
Forward to Unit Magr
Final action on ICEMAN
Put Letter in Maibox
Ass
t Uni
t M
gr
Open and assign
Return to Yvonne
From assit 2
No
Leadtime days 66Steps count 108Handoffs lanes 27WIP apps 230Delays count 19Day Delay std 10Decisions 14
7
State of Lead time
Before
After
Conservative Estimate 40% Improvement– Expect greater improvement as data collected over the next few weeksLead
time 1 Days 30 Days 6 days 1 daysTotal 38
days
Admin
Lead time
Cycletime (hrs:min)
1-5 Days
Analyze Type Rev,Sign,Mail
45 Days 13 days 3 days
1:22
Assign
5:15 1:44 0:10
Total 66 days
Total 9 hours
8
Impact / Difficulty Matrix
ID Impact / Difficulty Matrix Impact Difficulty4 Revised completeness checklist work form
accompanied by area for "follow-up," i.e., letter, call, email and response
H L
6 For simple apps only Eng do fee review Fee ProcessH L16 Jr Eng review & sign "simple" permits H L38 Change format of permits H L42 Internal External Training H L47 Detailed completeness checklist for both
staff & applicant for permits
H L
48 "Model" apps readily avaialble e.g., on the WEBH L49 Transfer permits in-house electoronically
use"track changes" function to streamline edits.
H L
1 New Form 200 (basic construction app form) cpver letter, email address, subject of app
H M
2 Redo forms H M15 Compartmentalize Std tasks e.g., like
FESOPsH M
30 Clear definition of work process & expectations whys
H M
31 Establish Perf Expect around non-subjective rework
H M
46 Better nhelp to DCEO for little guys H M52 Analyst sends to Unit Mgr indicating issues,
needsfor review or no need
H M
Hig
h Im
pact
Low
Im
pact
Low Difficulty High Difficulty
4 6
16
38
4249
1
2
15
30
3146
52
31
27
7
Sample only: complete list and quick hits in appendix
Ranked and prioritized 56 improvement ideas
9
Major Themes - Improvements
Improved / fewer application forms Reduced process steps Reduced movement, hand-offs Combined administration steps Extra resource for typing Early “completeness review” Workspace organization Outreach and Communications Internal Scorecard with Process Metrics External Scorecard for public review
10
Goals for the Agency
Speed up internal processing, fixed dating documents, developing new forms & instructions, More uniform review guidance, outreach, improved permits, tracking data
Timeline – Some items initiated immediately, others ongoing. -Day 1 - eliminated some dead time, fixed dates & Admin
steps. -Week 3 – Earlier Completeness review, “Welcome Call/more
communication”, added Typing resources -Ongoing – Revised forms with clearer instructions,
Tracking System Seeking to reduce average processing time from 66 days to
38 days
11
Goal for Applicants
By improving forms and describing what we need in applications should improve what comes in the door. This leads to less “re-work” by both parties and will improve the overall efficiency of the process.
Seeking to have 75% of applications approvable on the initial submittal vs. 35% previously
12
Future State – Standard of Work
Example in Engineering
NEW ENGINEER’S TASKS1. Document Delivery2. Completeness Checklist3. Welcome Call4. Section Scorecard5. Final QA/QC6. Exit Screening Checklist7. Document Info Requests8. Construction Permit 1st9. New Forms10. A New Main Form11. Permits Assign Daily12 “Template” Permits
13
Issues Mitigation Strategies
Contract Develop job descriptions Begin change process
Typing Re-allocated resourcesAdditional resourcesWork content / training
Technology Use of electronic deliverables (internal, external)
Outreach Help tools, training
14
What to watch for
More calls/communication New forms & instructions Posted on the web in Nov. Outreach seminars Web tracking system