Economic Development Committee
May 22, 2025

5/9/2025
1 RiversideCA.gov1
RiversideCA.gov
Refresh UpdateMay 22, 2025 Economic Development Committee Community & Economic Development DepartmentFire DepartmentPublic Works DepartmentRiverside Public UtilitiesFinance Department RiversideCA.gov2

DEVELOPMENT AS ECONOMIC DRIVER
Attracts investment
Fosters job creation
Boosts competitiveness
Supportshousing development
Helps meet market demand
Enhances government efficiency
Improves planning and executionEncourages economic growthA streamlined permitting process:
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2 RiversideCA.gov3
RIVERSIDE'S ECONOMIC ENGINE$390M+NEW CONSTRUCTION PROJECTS13,500JOBS1,600 BUSINESSES RiversideCA.gov4
•Building a better Riverside together•A culture of continuous improvement •Facilitating economic growth and vitality•Streamline Refresh: Phase 2 - Implementation Plan underway STREAMLINE RIVERSIDE INITIATIVE

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STREAMLINE RIVERSIDE HISTORY
Development Review Committee (DRC) Expedited / Uniform Plan Check Program Code and Policy Updates Metrics and Data Helpful Technology One Stop Shop RiversideCA.gov6
THE GOAL: ACHIEVING EXCELLENCE GUIDING PRINCIPLESCUSTOMER “CENTRIC” SERVICE STANDARDSTransparencyConsistencyExpediencyPredictabilityEquity 5/9/2025
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Phase II Implementation Plan Underway:•Training and Resources•Helpful Technology Upgrades•Branding and Marketing•Communication and Measuring•Timing and Schedule •Reset and Celebrate!STREAMLINE RIVERSIDE REFRESH RiversideCA.gov8
•Streamline Riverside Academy: New staff and staff refresh•User Experience Training: Through the lens of the customer •Customer Service Training:–4 training sessions o2 hours per sessionoHR supported training •Topics Covered:–Moments that Matter–Customer Communication Essentials–Solution Focused Service–Navigating Challenging Situations–How to get to Yes! LEARNING TOGETHER

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•Guiding Principles•Onboarding Training and Toolkit•Standard Operating Procedures (SOP)•Enhanced Cross - Training oInter-department "Hybrid" trainingoRide-alongsBUILDING A CULTURE RiversideCA.gov10

GAME CHANGING RESOURCES
Concierge & Streamline Team ADU Standard Plans & Safe Structures Program Self Certification Pilot Program Helpful Technology & Virtual Assistance Over the Counter Day

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HELPFUL TECHNOLOGY UPGRADES•Permit Tracking Software Upgrades:Internal and Public Portal•Phone System Enhancements•Virtual Service Assistant/Messenger:communicate with customers in real time•AI: Chatbot andPlan Check Support RiversideCA.gov12
•Dedicated Webpage•New Gear/Branding •Updated promo video•Amplified Social Media •Customer Training Tools •Revitalize/Refresh the OSSBRANDING AND MARKETING

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•Regular updates to Staff, Committee, City Council & our External Partners – 2025•Create measurement tools and reports to message out monthly and support the decision-making process •Data Driven Dashboard COMMUNICATION AND REPORTING RiversideCA.gov14

STREAMLINE RIVERSIDE ROADMAP IMMEDIATE
Staff Customer Service Training Expedited Reviews and Inspections Concierge/Streamline Team Pilot Program ADU Standard Plans Safety First Program Over the Counter DayDRC Refresh Standard Operating Procedures (SOP)Onboarding Toolkit and Training SHORT TERM 3-6 Months Building Plan Check Self Certification Pilot ProgramPermit Software Update: POSSE 7.4New Data Reporting ToolAdaptive Reuse Ordinance RPU Expedited Design and Inspections Marketing Video Data Dashboard Economic Development Incentive Programs Streamline Riverside Academy TrainingAI ChatbotMID TERM 6-12 Months Online Virtual Assistant/ MessengerBuilding and Fire Code Triennial UpdatesOSS Website/ Data DashboardOSS Minor RemodelCustomer Training Videos: OSS lobby and websiteAI Plan Check Assistance Streamlined Zoning Code UpdatesADU Garage Conversion Standard Plans •Queuing System EnhancementsLONG TERM 12+ Months Permit Software Upgrade: Internal Environment and Virtual Permit Portal OSS Major Remodel User Fee Study: Add resources (8 FTE – Public Works, Planning and Building & Safety Phone System EnhancementsRebranding our Image Final Concierge and Ombudsman Programs 5/9/2025
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RESET AND CELEBRATE!TRANSPARENCYPARTNERSHIPBUILDPLANSERVEGROWSTREAMLINEDREAMEFFICIENCYWOWINVEST RiversideCA.gov16

A TEAM EFFORT
Serve as a ModelBest Practices
Building &SafetyPublicWorksPlanningCustomerPublicUtilitiesFireFinance 5/9/2025
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STRATEGIC PLAN ALIGNMENTStrategic Priority 3 - Economic OpportunityGoal 3.3 – Cultivate a business climate that welcomes innovation, entrepreneurship and investmentStrategic Priority 5 – High Performing GovernmentGoal 5.3 Enhance communication and collaboration with community members to improve transparency, build public trust, and encourage shared decision-making Cross-Cutting Threads
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•Receive and file an update on the StreamlineRiverside Refresh effort and its Implementation Plan.RECOMMENDATIONS