Department of Community Development “Kitsap County Lean Process – Single Family Residence” WSAC’s Professional Development Forum June 6, 2013 Larry Keeton,

Department of Community DevelopmentDepartment of Community Development

“Kitsap County Lean Process –Single Family

Residence”

WSAC’s Professional Development Forum

June 6, 2013

Larry Keeton, Community Development Director


Does Your Permitting System Look Like This?


Overview

- The Need to Improve Permitting Processes

- Kitsap County’s Lean Effort

- Lessons Learned

- Questions


Improved Regulatory Environment

EnhanceSimplify CoordinateReduce Time


“Regulatory Reform”

Is not about “reducing” critical regulatory standards

Is about “reducing” processing times


Kitsap County Lean Effort

2007-2012:Spot/Silo improvementsPublic criticism continued

2012 – New ApproachTackled the system not the silosCommissioners championed new approachTeam consisted of customers/staffHired Impact Washington – conducted Kaizen eventImplemented corrective actions immediately


• Building• Stormwater• Critical Areas• Road Approach• Zoning (Set Backs)• Addressing• Health (Sewer/Water)• Traffic (PW)• Right of Way

Residential Review: Lots of Regulations


Pre-Lean Metrics

What Time

Average Days to First Notification of Issues with Permit (Calendar Days)

21 (maybe)

Average Days to Approve (Calendar days – in house)

26/30

Average Days to Issue (Calendar days)

41

Average First Pass Yield (Approved on first submittal)

4%

Reason for Returns Unknown


Enhance

Focused on the Client/CustomerDefined who it isApplication process and forms

The Lobby


Customer Service Lobby Before Lean


Customer ServiceLobby After Lean


Simplify


Kitsap Lean New Process


Coordinate


Visual Controls

Department of Community DevelopmentDepartment of Community DevelopmentReduce Wait Time: Kitsap Lean

ResultsAverage # Days To Pre – Lean Post-Lean

April 2013

Permits Submitted Jan - Apr

2012119

2013147 (23%)

First Notification of Permit Issues or Approved

21 14(Target 14)

Permit Approval (in-house processing time)

26/30 15 (Target 18)

Average Days to Issue 41 18

First Pass Yield (Approved on first try)

4% 50% (Target 85%)

Reason for Returns Unknown Stormwater, Critical Areas,

Building

Client Satisfaction Negative Positive


Building Mutual Trust: Customer Reaction

“Really? Are you kidding?” I don’t have financing yet.” (Developer)My guys aren’t ready to be mobilized.”“I can put my guys to work?”Thank you. My customers doubted it would be this quick.”“You’re making us contractors look bad.” “I’ll be there within the hour.”“I really believe those people care.” “Kitsap County is Open for Business.” (Developer)


Benefits of Lean Process

Opportunity to build trustCustomers and staff teamed in the process

Eliminates wasteTime, money for holding costsIncreases staff capacity without hiring

Short permit review cyclesAttracts businessPuts local people to workIncreases tax coffers


Lessons LearnedLeadership Commitment Critical

ResourcesConsistent Message of Forward Movement

Customer/Client Not Always Right But…Critical to SuccessResults OrientedMake or Break Program

Staff Engagement CriticalIdentify IssuesSolve and Implement Solution

Don’t Take Incomplete Submittals or Resubmittals


Closing Quotes

“Our focus needs to be on getting a citizen into their dream home or business as quickly as possible.” HBA Past President

“I am an architect who does projects in jurisdictions all around the Seattle area. Kitsap County is, by far, the best agency to work with!” Architect


Questions?

SourcesState Auditor’s Office – Local Government Performance

Centerhttp://www.sao.wa.gov/EN/Audits/PerformanceAudit/PerformanceCenter/Pages/About.aspx

LEAN Enterprise Institutewww.lean.org

Ken Miller’s BooksWe Don’t Make WidgetsExtreme Government Makeover

Documents

Department of Community Development “Kitsap County Lean Process – Single Family Residence” WSAC’s Professional Development Forum June 6, 2013 Larry Keeton,