Streamline Surf City
City Manager’s Report
August 6th, 2024
Overview
• STREAMLINE SURF CITY IS A LARGE‐SCALE EFFORT TO PROVIDE THE MOST READILY AVAILABLE, EFFICIENT , AND USER‐FRIENDLY SERVICES IN RELATION TO ALL DEVELOPMENT SERVICES & PERMITTING • STREAMLINE SURF CITY GOES BEYOND AN IN PERSON “ONE STOP SHOP” AND EXTENDS TO A WIDE‐RANGE OF SERVICES COMPRISED OF 28 INITIATIVES TO IMPROVE THE PERMITTING PROCESS • AS OF TODAY , 12 OF THE 28 INITIATIVES HAVE BEEN COMPLETED & 8 ARE CURRENTLY IN PROGRESS • SINCE IMPLEMENTING ONLINE SERVICES, DATA SHOWS A CONTINUAL DECLINE OF IN PERSON VISITORS AT CITY HALL, AND A STEADY INCREASE OF CUSTOMERS SOLELY UTILIZING ONLINE SERVICES • THE ONLINE AVAILABILITY OF INFORMATION, APPLICATIONS, PERMITS, PROJECT STATUS AND INSPECTION SCHEDULING HAS ELIMINATED MANY VISITS TO CITY HALL, PROVING TO BE THE MOST USEFUL METHOD IN STREAMLINED ACCESS TO PERMITTING
• WITH THE POPULARITY OF ONLINE SERVICES, FOCUS HAS SHIFTED AWAY FROM THE IN PERSON ONE STOP SERVICES, INSTEAD TOWARDS THE OVERALL CUSTOMER SERVICE EXPERIENCE WITH AN EMPHASIS ON THE LARGEST SERVICE MODEL: ONLINE SERVICING
In Person vs Online Customer Volume
Milestone Map
KEY
ACCOMPLISHMENTS
• INSTANT SOLAR PERMITS (W/ SOLAR APP+)
• ELECTRONIC INSPECTION JOB CARDS
• CUSTOMER SATISFACTION SURVEYS AT
LICENSE/PERMIT ISSUANCE & PROJECT
COMPLETION
• REGULAR REPORTING & ANALYSIS OF DATA
• HIRED (1) ADDITIONAL CITY PLAN CHECKER (KEEP
MORE PLANS “IN‐HOUSE”)
• EXPEDITED PLAN REVIEW
STREAMLINE
SPECIALIST TEAM
In January 2024 the Streamline Specialist team was
formed. This team of representatives from each
development services department is dedicated to helping businesses navigate the permitting process and ultimately obtain their certificate of occupancy faster. The Streamline Specialist team is essentially a virtual One Stop Shop, allowing applicants to schedule appointments and
conduct virtual sessions with permitting and plan check specialists across every development department. This
extension beyond our online services, adds a personal
touch that is welcoming and supportive to new businesses in the city.
MEET THE TEAM
TEAM OF SENIOR STAFF FROM ALL DEVELOPMENT DEPARTMENTS
• COMMUNITY DEVELOPMENT: MELANIE WOO
• PUBLIC WORKS: BOB MILANI
• BUSINESS LICENSE: ELISABETH FERGUSON
• FIRE PREVENTION: STEVE EROS
THE DATA SHOWS:
SUCCESS
CERTIFICATE OF OCCUPANCY
(COFO) ISSUANCE: 23%
INCREASE SINCE THIS TIME
LAST YEAR
INSTANT SOLAR APP
PERMITTING: 70% OF ALL
SOLAR PERMITS ARE
UTILIZING THE INSTANT
SOLAR PERMITS COLLAB W/
SOLAR APP+
CUSTOMER SATISFACTION
SURVEY: 98.3%
SATISFACTION RATE
STREAMLINE SPECIALIST
TEAM: 100% SUCCESS RATE
(JANUARY‐JULY PILOT)
IN‐HOUSE PLAN REVIEW
TURNAROUNDS MEETING
TARGET GOAL: 100%
TOUR/DEMO REQUESTS OF
OUR INNOVATIVE SERVICES
TO OTHER CITIES: 3
COMING SOON!
INSTANT RE‐ROOF PERMITS
AUTOMATED PERMIT ISSUANCE UPON PAYMENT
MOBILE APP FOR INSPECTION SCHEDULING
•“ I N S P E C T O R ON THE WAY” MOBILE NOTIFICATIONS
Questions?