One Stop Update
City Manager’s Report
July 18, 2023
Background
2016: ACCELA PROJECT BEGINS – INTENT TO CREATE CENTRAL PERMITTING SYSTEM FOR ALL DEVELOPMENT SERVICES
MULTI-YEAR, MULTI-MILLION DOLLAR , INTER-DEPARTMENT INVESTMENT 2021: LAUNCH OF ACCELA PERMITTING SYSTEM & ONLINE (ACA) PERMITTING 2021: LAUNCH OF PERMIT CENTER IN COMMUNITY DEVELOPMENT DEPARTMENT 2022: COUNCILMEMBER PETERSON H-ITEM TO “STREAMLINE THE PROCESS” 2023: CITY COUNCIL PRIORITIZES “ONE STOP SHOP” DURING STRATEGIC PLANNING SESSION
COUNCILMEMBER KALMICK H-ITEM FOR ZONING CODE UPDATES
COUNCILMEMBER MCKEON H-ITEMS FOR ONE STOP & DIF FEE UPDATES
SERVICE EXCELLENCE & PROCESS MAPPING BEGINS W/ DENNIS SNOW & NORTH STAR TEAM
StreamlineHB: Top Components
Self Service & Research Kiosks
Development Assistance Team
Online Services Platform: Accela Citizen Access (ACA)
Electronic Plan Review
One Approval Building Permits (Planning Review Eliminated) Uniform Plan Check Turnaround Times
Zoning Code/Municipal Code Updates
Customer Queuing System (Qless)
Customer Service Satisfaction Measurement System
Regular Reporting of Data
e.g., Building Permits Issued, Valuation, Planning Applications, Customer Service, etc.
Automatic Inspection Time Notifications
In-Person Customer Assistant/Greeter
All Services on One Floor: One Stop Shop
Expedited Plan Review
Uniform Counter & Phone Hours
One Stop Phone System
Virtual Appointments
Live Chat – Customer Help
Expand Customer Kiosks and Add Scanners
Online Services in Additional Languages
Online Signature Disclosures
Personalized Concierge/Customer Advocate
ACA Fine Tuning Upgrades
Widespread Promotion of Efforts
Updated Website
Revise Processes “Through Customer’s Lens”
StreamlineHB: Status
Self Service & Research Kiosks
Development Assistance Team
Online Services Platform (Accela Citizen Access)
Electronic Plan Review
One Approval Building Permits (Planning Review Eliminated) Uniform Plan Check Turnaround Times
Customer Queuing System (Qless)
Zoning Code/Municipal Code Updates
Customer Service Satisfaction Measurement System
Regular Reporting of Data
e.g., Building Permits Issued, Valuation, Planning Applications, Customer Service, etc.
Automatic Inspection Time Notifications
Updated Website
All Services on One Floor: One Stop Shop
Expedited Plan Review
Uniform Counter & Phone Hours
One Stop Phone System
Virtual Appointments
Live Chat – Customer Help
Expand Customer Kiosks and Add Scanners
Online Services in Other Languages
Online Signature Disclosures
Personalized Concierge/Customer Advocate
ACA Fine Tuning Upgrades
Widespread Promotion of Efforts
Revise Processes “Through Customer’s Lens”
KEY TO CHECKLIST
To Do (14)
In Progress (5)
Active/Completed (7)
Where are we today?
overall_1_132210293535071211 columns_1_132210293535071211 4_1_132210293711431528 Permit Center
Significant step towards a One Stop Shop
Launched in 2021
Team of dedicated Planning and Building Staff = consistency for customers Accela – online system
Permits
Plan Review
Inspections
24/7 Access – track progress, upload plans, make payments Customer Research Kiosks
Qless: Join the Line Before You Arrive
External Online Portal: A “Game Changer”
Accela & ACA (Accela Citizen Access)
24/7 Online Services
100% Electronic Plan Review
49 Applications Available Online
1 Additional App Needed for Community Development: 30 Hours Staff Time 14 Additional Apps Needed for Business License: $200,000 estimate Online Payments
Application Status Tracking
Upload/Download Plans Electronically
Downloadable Permits (new & historical)
Downloadable Inspection Job Card Record
Report Active Unpermitted Construction
Printable Report of Citywide Entitlements & Permit Activity
ACA Demo Video
Streamline HB
Streamline HB Steps
1. Establish Leads and Dept. Reps.
Initial DST meeting held
Department rep. committee meetings – ONGOING
Develop initial list of service streamline tasks and projects – list will be refined as more steps are completed
2. Data Collection
Customer/Permit Volume and Profile
3. Survey Other Cities - STARTED
Pull data from other cities that have established “one stop shop” & implemented best practices City of Riverside One Stop Tour – *Setup Additional Tour for City Council (Aug/Sept)
4. Survey our Customers Through Focus Groups
5. Process Mapping
Lens of the Customer
6. Prioritize Service Streamline Items
City Council Check-In
7. Implementation
Data Collection
Daily Customers Per Department
Department
Total Daily Customers
Daily Online Customers
Daily In-Person Customers
% of Customers Online
% of Customers
In-Person
% of Services Available Online
Community Development
110
92 18
84%
16%
90%
Fire
18 17
1 94%
6%
100%
Public Works
30 21
9 70%
30%
100%
Business License
40 15
25 38%
62%
30%
Total All Dev. Services
198
145
53 73%
27%
80%
Permit Valuation by Year (2019-2023)Community Development – 279% Increase
Permit Counts by Year (2019-2023)Community Development – 20% Increase
In-Person Customers (2019-2023)Community Development – 84% Decrease
Streamline HBProgress and Plans
Streamline HB Progress
Service Streamline Item
Status
Notes
Online Services Platform (ACA)
Completed
Next phase of improvements – customer interface, more business license integration, instant permits Electronic Plan Review
Completed
Currently at 100%
Uniform Plan Review Turnaround Times
Completed
In-house plan checkers meet target 98.7% of the time
Development Assistance Team (DAT)
Completed
DAT has been in place for 15 years; expanded for conceptual plans last 6 years Zoning Code Updates
Completed/Ongoing
Since 2019: 3 phases completed; next phase to be completed by end of 2023 Permit Streamlining
Completed
Eliminated Planning Review/Sign Off for 12 different building permits Qless – Join the Line App
Completed (Comm. Dev. Dept.)
Expand to other departments
Self-Service & Research Kiosks in Comm. Dev. Dept.
Completed
Expand number and availability
Customer Survey System
Completed (Fire Dept.)
Expand to other departments
Streamline HB Plan
Initial List developed by Dept. Rep. Committee
Committee is currently assessing cost estimates and timing/phasing
EXPEDITED PLAN REVIEW
100% OF ALL DEVELOPMENT SERVICES AVAILABLE ONLINE
UNIFORM COUNTER & PHONE HOURS
ONE STOP SHOP SERVICE AREA W/ ALL DEPTS ON 1ST FLR
ONE STOP PHONE SYSTEM
VIRTUAL APPOINTMENTS
LIVE CHAT ON THE WEB
Streamline HB Plan (cont.)
UNIFORM CUSTOMER SURVEY SYSTEM
EXPAND KIOSKS & ADD SCANNERS
OFFER ONLINE SERVICES IN ADDITIONAL LANGUAGES
ONLINE SIGNATURE DISCLOSURES
HAPPY OR NOT SYSTEM
AUTOMATIC NOTIFICATIONS FOR INSPECTION TIME FRAME
CUSTOMER CONCIERGE / CUSTOMER ADVOCATE PILOT PROGRAM
ACA FINE TUNING UPGRADES
Preliminary Cost Estimates
EXPEDITED PLAN REVIEW
100% OF ALL DEVELOPMENT SERVICES AVAILABLE ONLINE
1 Additional App Needed for Community Development: 30 Hours Staff Time 14 Additional Apps Needed for Business License: $200,000
UNIFORM COUNTER & PHONE HOURS
ONE STOP SHOP SERVICE AREA W/ ALL DEPTS ON 1ST FLR = $5 – 7 MILLION
ONE STOP PHONE SYSTEM
VIRTUAL APPOINTMENTS
LIVE CHAT ON THE WEB
UNIFORM CUSTOMER SURVEY SYSTEM
EXPAND KIOSKS & ADD SCANNERS
OFFER ONLINE SERVICES IN ADDITIONAL LANGUAGES
ONLINE SIGNATURE DISCLOSURES
HAPPY OR NOT SYSTEM
AUTOMATIC NOTIFICATIONS FOR INSPECTION TIME FRAME
CUSTOMER ADVOCATE PILOT PROGRAM/”WHITE GLOVE” SERVICE
ACA FINE TUNING UPGRADES = $20,000
Questions?