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GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
Open for Business: Streamlining Review and Permitting
Processes
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
Welcome & Introductions Bob Henderson
Systems Administrator Centralina COG
Mark Donham Director of Economic Development
City of Albemarle
Erika Martin Planning Director Town of Troutman
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
Session Take-Aways
• What the Lean process is
• How local governments can benefit
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
What Lean is
Lean is a philosophy
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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
Simple, Short Process
Lean
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
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.
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
Years 1-10 Years 11-20 Years 21-30
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
Never mind!
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
What are the Benefits
GROWING Jobs and Our Economy | CONTROLLING Cost of Government | IMPROVING Quality of Life
Comments and Questions?