1. eApprovals Liverpool City Council ePlanning Case Study

2. About Liverpool 36k >330,000 residents by 2030 New airport 126,900 more dwellings

3. Quantity 2012/132013/14 Value 2014/15 15591558 1348 647m 699m 914m Total DAs lodged and Est. Cost of Works Increase in development investment

4. Development Assessment at Liverpool (Pre-reform) Lots of future growth With the new airport on the way, a high level of growth is envisioned for Liverpool. Poor quality applications Missing information, non compliance with controls High diversity of languages Demand for more visual and easy to understand controls High Demand Receive between 20-40 development applications a week. Limited Online Services No online lodgement, tracking or enquiry services. Frustrated Customers Frustrated developers, young couples living in sheds, lots of complaints, lots of delays. Long Turnaround Times Average of 105 days - 2013 monitoring report Drivers for business improvement

5. Data Analysis What are our top ten applications? How long do they take? Who lodges them? What areas/suburbs are they located in? What was the decision?

6. Decisions 2014Timeframes 2014

7. Types of Developments- Lodged in 2014

8. 75% | of DAs are Dwellings The majority of our Development Applications are for new houses Dwelling Applications - Locations

9. File Survey Why does it take so long? What are the issues? What is the business process? What are the gaps?

10. ProcessCustomers Paper based processes – required a lot of scanning and photocopying Assessment time for dwellings could take 100+ days Low-risk applications went to the back of the pile awaiting assessment – we didn’t differentiate based on risk or complexity Information Poor quality applications – i.e. owners consent missing, weren’t getting the right documents High percentage of information requests for documentation after lodgement Industry often lodged good applications but got caught up with poor quality applications Majority of applications for houses were lodged by a professional company Outcome Most house applications were approved as lodged Most information requests were concerned with having the right information Many requests were not required File Survey

11. Solution Design

12. Proof of concept - FastTrack Kit Consolidates lodgement requirements Kick-out high and medium risk applications Outlines key planning requirements, height, floor space, setbacks etc Reduced assumptions Voluntary process – applicants choose to apply for FastTrack If an application does not comply with the kit, the applicant can withdraw (refunded) or choose to enter the normal DA stream All FastTrack applications are tracked online, including plans and documents Current pilot - positive feedback Target of 10 days

13. Customer Expectations in the digital economy Want access to online services 24/7 User friendly and looks good Mobile / apps Online payment Still want ability to call someone when needed Notifications

15. End-to-end ePlanning Platform Investigate Prepare LodgeTrackAssess Property enquiry Development enquiry Electronic application forms, lodgement and referrals Getting the right information for council to make an efficient, well informed decision. Lodge online Manage multiple applications Dynamic 24/7 tracking History Documents Electronic tools Electronic stamping Electronic assessment Electronic referrals (internal)

16. Being smarter with Data DCP 2.11 (property condition) It’s a new estate area Its recently subdivided Flood and bushfire has been considered at the subdivision stage It has curb and gutter and road The land has been cleared Street trees planted Reticulated services have been installed

17. Online Self Assessment The customer can self assess their proposal to determine whether they are low-risk. Computer identifies low-risk sites based on property affectations – i.e. new estate? flood? bushfire? Customer is asked risk- questions – like online insurance. Streamed into an assessment ‘track’ that corresponds with the level of assessment required to make an appropriately informed decision. Benefits Customer has more certainty The assessment starts before coming to Council 24/7 enquiry services

18. Online Lodgement Electronic lodgement for the customer for a seamless electronic development application process. Consolidates requirements for specific application types Clearly see what documents are required Manage multiple applications in the system Easy to use – customer focused Front loading applicaitons

22. Now that we get the right documents – we can focus more on the content of documents at lodgement. eLdogement team becoming “para planners” - trained to pick up issues such as stormwater pits in driveways, out of date BASIX certs, missing plan information etc

23. Notifications Instant acknowledgement notices, and alerts. Customers are alerted faster when an application is incomplete Capability to notify owners Customers alerted instantly when an application is accepted with tracking references and links

24. Online Payment (in testing) Calculated based on user inputs Calculated fees based on the user inputs Instant invoice (Only credit card payment until other payment options are developed) ChargeFeeGSTTOTAL Development Application$1489.00$148.901637.90 Registration Fee$38.00$0.00$38.00 Planning Reform Fee$174.00$0.00$174.00 Grand Total$1701.00$148.90$1849.9

25. Electronic Stamping & workflows Supported by Redman Solutions No more printing or scanning Faster measuring tools Reduced data sizes Streamlined workflows from receiving to deciding applications Staff enjoy new processes and tools Piloted tools with a small team to test and refine

26. Pilot Results

27. Average 2014/152015/16 Overall processing times (business days) for dwelling houses Median 82 74 4 4 Average Process Time 95% reduction in average processing times for FastTrack Applications Current - FastTrack Pilot Results

28. Volume – dwellings Total of 100 electronically lodged DAs Pilot started in March 2015

29. Benefits Re-allocation of effort – more time spent on high-risk developments Front-loaded application process – less time spent chasing information More time spent on assessment and less on low-value processes Reduced assumptions about development applications Access to more data Better data validation Positive customer feedback Reduced printing costs for both Council and customers Solid platform to expand on

30. Key Lessons Systems integration - needs to be identified early on – we are still working on system integration System capacity – do we have enough bandwidth and data capacity? Keep it simple – start small and expand overtime Understand the problem – have a very clear understanding of the issues (and causes) that need to be resolved.

32. Q&A