September 2, 2016
As a reminder, the City is partnering with Mecklenburg County in contracting Gartner Consulting to assess current operations and develop a future state with a focus on improved customer satisfaction and high-quality, cost effective delivery of development services including planning, permitting, and inspections.
You recall, in March 2015, Gartner Consulting submitted its Phase I report with recommendations for improved development services. Subsequently, the City and the County in collaboration with the development community has achieved the following: (1) established of a joint City / County staffed Unified Development Services Committee to review and implement cross jurisdictional initiatives; (2) initiated gateway checks across City and County to inform customers early in the plan review process of all City and County permitting requirements; (3) developed a unified vision and shared responsibilities statement for customers and staff; (4) began the automation of the rezoning process, (5) developed a permitting business wizard to assist novice customers through the permitting process for commercial projects; and (6) initiated the implementation of electronic plan submittal for Charlotte Water. At the June Transportation and Planning Committee, staff provided an update of this work as well as a demonstration of the permitting business wizard.
Gartner Consulting has now submitted its Phase II report with recommendations focusing on developing a future state delivery model. City and County staff has begun the analysis of the Phase II recommendations. Some of the recommendations reiterate Phase I recommendations including gateway checks; the implementation of a business wizard; and electronic plan submittal for Charlotte Water. New recommendations include rebranding the names of services; standardizing the inspection request process; reviewing the presubmittal meetings format; transitioning to a collaborative, concurrent and entirely electronic plan review process; creation of a single application and submittal point of entry; and the transition for both the City and County to a First-In, First-Out (FIFO) plan review process. Currently, the City utilizes the FIFO approach for all reviews. Staff will continue to provide updates to the Transportation and Planning Committee. |
