Presentation on theme: "Working with Your Staff to Improve Customer Relations & Prepare Staff for ePlan Review Technology Tom Phillips, Building Official, Salem, OR & Tim Anger,"— Presentation transcript:
Working with Your Staff to Improve Customer Relations & Prepare Staff for ePlan Review Technology Tom Phillips, Building Official, Salem, OR & Tim Anger, Document Mgmt Supervisor, Osceola County, FL Webinar for the FIATECH Jurisdictions Committee, Tom Phillips, Salem, OR, Chairman & Robert Wible, FIATECH March 9, 2010
Working with Your Staff FIATECH Jurisdictions Committee – Welcome & introduction - Tom Phillips, Salem, OR, Chair Successful Approaches – –City of Salem, OR - Working with Staff to Improve Customer / Stakeholder Relations –Osceola County, FL – Working with Staff to prepare them for ePlan technology Next Committee Webinar – Intro to the ICC Replicable Building Guideline
Accountability & Predictability SALEM, OREGON’S EXPERIENCE IN BUILDING TRANSPARENCY AND TRUST Tom Phillips, City of Salem, Oregon
Inefficient permitting process hinders economic growth Permitting delays increase costs Delays reduces returns on investments Investors may seek other opportunities Increased cost and delayed returns on investment are built into rents paid by all tenants Discouragement of new construction leads to tighter real estate market
Competition between jurisdictions for new development dollars Improved permit processes that are efficient and predictable can be a cost effective tool in addition to or in lieu of other inducements such as preferential tax rates or regulatory relief.
Efficient permit processes can permanently increase local government revenues Temporary acceleration of property tax collections. Result in a permanent increase in government tax revenues, with a permanently changed system.
Statesman Journal February 24, 2008 Editorial: Developers vital in Salem core’s renaissance “Dealing with the city is easier, attracting more investment.” “This kind of local commitment speaks well for Salem, “…It’s good to be able to attract outsider’s money by persuading them of this areas strengths”.
Statesman Journal “However, attracting local investments still would be a hard sell if Salem’s city staff and processes remained as rigid as they used to be”. Dealing with city hall has become far easier and more pleasant in the past few years. That has encouraged local developers to set aside past grudges and commit to multi-year projects”. “…Salem is changing. For the better”.
Government: “Here to help…” Professionalism: “Close enough…” Flexibility: “One size fits all” Risk-taking: “Worst case scenario” Policies & Procedures: “Tablets of Stone” Equality: “If we do it for you…”
“Be proactive….not reactive” Create a culture of trust Improve the organizational structure Streamline your processes Promote an appropriate regulatory environment Create processes that fits the majority
Building Relationships Building & Safety Staff Other Divisions and Departments Stakeholders Advisory Group Citizens and neighborhood groups
Services that Serve Customer “approved” processes Build flexibility into your processes Predictable turn-times Customized permit services Money-back guarantee Project Coordinator Program
Transparent Budget Accountability for each program Develop revenue & expenditure “silos” Move towards “no subsidies” Data driven decisions… Be willing to share with “whosoever”
Establishing Methods of Accountability Performance measures Benchmarking Decision-making model Flexible policies Problem-identifier/Problem-solvers
“Making a Better Wheel…” “Drilling down…” Refining policies and procedures. Lean Six Sigma Removing redundancies and “extra stupid” processes.
An FIATECH Presentation Preparations for successful integration ePlan Review Tim Anger Supervisor of Document Management Building Office, Osceola County Growth Management Division 407-742-0276 (w) 407-742-0202 (f) email@example.com
Question? www.osceola. org Osceola County Growth Management Division “With Osceola County being so large and the development moving to the south, how do we effectively provide services without being a hindrance to the developer, contractor, or even the homeowner?”
Answer! And more questions We knew that the answer was ePlan Review However it brought even more questions… –How are other jurisdictions handling this issue? –What formats are they accepting? –What about seals and signatures? –What is the stance of the Boards? –What are the hardware requirements? –Will we still need the paper? But no one was truly leading the way ? ? ? ? ? ? ? ? ?
Determination Complement existing permitting system Wanted a web-based system for document / plan submissions Reduce the required number of plan submissions from thirteen (or more!) to zero Increase reviewer accountability –Tracking of all: Review activities Workflow responses Task completion times
ePlan Review Agent I. T. Growth Mgmt. www.osceola. org Osceola County Growth Management Division
Planning Phase Business process and workflow documentation for Plan Review Identified hardware requirements –Dual monitors –Upgrades to computers Determined a core team for testing and training –Growth Management –I. T.
CHALLENGES Indentify ePlan usage –Narrowed the scope of the initial implementation Streamline the process for County-wide use –Planning / Zoning –Development Review –Public Works –Infrastructure Projects Education and Empowerment –Employees –Customers www.osceola. org Osceola County Growth Management Division
Requirements “““We didn’t want to reinvent the wheel, we just wanted to add a little tread so that it could run faster!” add a little tread so that it could run faster!” Complement existing permitting system Electronic submissions Increased communications Increase reviewer accountability Decrease review times Eliminate paper Ease of use www.osceola. org Osceola County Growth Management Division
Linear Review Multiple sets of plans for reviewers Lengthy review times Waiting of others to complete tasks Paper shuffling from one to another Old style of “Doing Business” Intake Reviewer 1 Reviewer 2 Reviewer 3 Reviewer 4
Concurrent Review Web-enabled content Single set of plans Simultaneous review Instant collaboration Open communication Applicant participates Twenty-First Century style of “Doing Business” Intake Reviewer 1 Reviewer 2 Reviewer 3 Reviewer 4 Reviewer 5
Biggest Issues Some of the issues that we had to overcome –Electronic signature –Tangibility –Monitor Envy –Fear Employee quotes –“I am an engineer, I review on paper!” –“I like holding the paper. It just seems more real.” –“My monitor is not big enough.” –“Where is the seal and signature?” www.osceola.org Osceola County Growth Management Division
Expedited Work Commercial and Residential increased productivity Greater accountability with review staff Business not limited to “normal” hours –Allowed plans to be submitted 24 / 7 / 365 10 Days 4 Days < 1 Day Commercial Projects Residential Projects
Benefits Significant contractor savings –Reduced paper plans –Elimination of permit runner –Saving of hundreds to thousands of dollars per project Enhanced contractor communications Digitally submitted revision Approved plans downloaded once fees are paid www.osceola. org Osceola County Growth Management Division
Press Release Embassy Suites (300 rooms, meeting center) Paperless submittal, review and issuance Return/Value on Investment (ROI/VOI) –Eliminated printing of over 700 pages (100 lbs) –Review time = Weeks 4 days Simultaneous vs. linear –Electronic Stamping = 1-2 days ½ day www.osceola. org Osceola County Growth Management Division
An FIATECH Presentation Tim Anger Supervisor of Document Management Building Office, Osceola County Growth Management Division 407-742-0276 (w) 407-742-0202 (f) firstname.lastname@example.org
FIATECH Jurisdictions Committee Membership open to jurisdictions all sizes with fee based on population ($200-$800) Monthly webinars/conference calls on topics of immediate concern to local and state building and land use/zoning departments For registration form and more information visit: www.fiatech.orgwww.fiatech.org Next Jurisdiction Committee Webinar – Mid- April, 2010 on “Introducing the new ICC Replicable Building Guideline”