Riverside City Council
July 1, 2025

6/18/2025
1 RiversideCA.gov1
RiversideCA.gov
Refresh UpdateJuly 1, 2025 City Council
Community & Economic Development 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:1 2 6/18/2025
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: Implementation Plan underway THE STREAMLINE RIVERSIDE INITIATIVE 3 4
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THE JOURNEYDelaysBus Tourto ArizonaCatalystPoor Customer Service Fee UpdateInternalSilosMayor, City Council, Customers, Design Professionals & Greater Riverside Chambers of CommercePitch to Key StakeholdersDelays RiversideCA.gov6

TOOLS IN THE TOOLBOX
Development Review Committee (DRC) Expedited / Uniform Plan Check Program Code and Policy Updates Metrics and Data Helpful Technology One Stop Shop 5 6 6/18/2025
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THE GOAL: ACHIEVING EXCELLENCE GUIDING PRINCIPLESCUSTOMER “CENTRIC” SERVICE STANDARDSTransparencyConsistencyExpediencyPredictabilityEquity RiversideCA.gov8
Implementation Plan Underway:•Training and Resources•Helpful Technology Upgrades•Branding and Marketing•Communication and Measuring•Timing and Schedule •Reset and CelebrateSTREAMLINE RIVERSIDE REFRESH 7 8
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•Streamline Riverside Academy: New staff and staff refresh•User Experience Training: Through the lens of the customer •Customer Service Training:–4 training sessions 2 hours per sessionHR supported training •Topics Covered:–Code and Software Training –Customer Communication Essentials–Solution Focused Service–Navigating Challenging Situations–Empowerment: How to get to Yes! LEARNING TOGETHER RiversideCA.gov10
•Guiding Principles•Onboarding Training and Toolkit•Standard Operating Procedures (SOP)•Enhanced Cross Training: oInter-department “Shadow" trainingoRide-Along'sBUILDING A CULTURE9 10 6/18/2025
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RECENT TEAM WINS

F I R E P R E V E N T I O N I N S P E C T I O N H O T L I N E

R P U E X P E D I T E D D E S I G N S E R V I C E S

P U B L I C W O R KS
Traffic Analysis Tools
Traffic Engineering & Street Maintenance Mapping
CEDD
Safety FirstAmnesty Program
POSSE e-Plan Upgrades
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GAME CHANGING RESOURCES

C O NC I E R G E & S T R E A M L I N E T E A M

H E L P F U L T E C H N O L O G Y & V I R T U A L A S S I S T A N C E

D E V E L O P M E N T R E V I E W C O M M I T T E E R E F R E S H

S E L F C E R T I F I C A T I O N P I L O T P R O G R A M

O V E R T H E C O U N T E R D A Y
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HELPFUL TECHNOLOGY UPGRADES•Permit Tracking Software:Internal environment and the Public Portal•Phone System Enhancements •Virtual Services Assistant:Communicate with customers in real time•AI: Chatbot and Plan Check Support RiversideCA.gov14
•Dedicated Webpage•New Gear/Branding •Updated Promo Video•Amplified Social Media •Customer Training Tools •Third Floor RemodelBRANDING AND MARKETING 13 14
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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 Dashboard COMMUNICATION AND REPORTING RiversideCA.gov16

STREAMLINE RIVERSIDE REFRESH ROADMAP IMMEDIATE
Staff 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)Rebranding our Image Tenant Improvement Innovation Program (TI-IP) 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 Expediting Services and ResourcesMarketing Video Data Dashboards Economic Development Programs and ResourcesAcademy TrainingAI Chatbot Onboarding Training/ToolkitMID 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 LONG 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Queuing System Enhancements Final Concierge and Ombudsman Programs15 16 6/18/2025
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RESET AND CELEBRATETRANSPARENCYPARTNERSHIPBUILDPLANSERVEGROWSTREAMLINEDREAMEFFICIENCYWOWINVEST RiversideCA.gov18

A TEAM EFFORT
Serve as a ModelBest Practices
Building &SafetyPublicWorksPlanningCustomerPublicUtilitiesFireFinance17 18 6/18/2025
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Strategic Priority No. 5 –High Performing GovernmentUtilize technology, data, and process improvement strategies to increase efficiencies, guide decision making, and ensure services are accessible and distributed equitably throughout all geographic areas of the City.STRATEGIC PLAN ALIGNMENT RiversideCA.gov20
Receive and file an update on the Streamline Riverside Refresh effortand its Implementation Plan.RECOMMENDATION19 20