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REPORT TO:Community & Infrastructure ServicesCommittee <br />DATE OF MEETING:February 8, 2021 <br />SUBMITTED BY:Justin Readman, General Manager,519-741-2200 ext. 7646 <br />PREPARED BY:Margaret Love, Manager of Service Coordination & Improvement, <br />519-741-2200 ext. 7042 <br />WARD(S) INVOLVED:All Ward(s) <br />DATE OF REPORT:January 21, 2021 <br />REPORT NO.:DSD-21-006 <br />SUBJECT:Development Services Review Project Close-out Report <br />RECOMMENDATION: <br />ThatDSD-21-006, regarding Development Services Review Project Close-out Report, <br />be received for information <br />REPORT HIGHLIGHTS: <br />The purposeof this report istopresentthe results of the development services review <br />andformally close the project. <br />The key findingof this report isthat the development services review has resultedin <br />meaningful improvements as evidenced bystrengthening the City’scontinuous <br />improvement culture, feedback from customers,andearly indicatorsof success. <br />The financial implicationsarelimited to the existing approved capital budget allocated <br />to the development services review. The remaining balance will be used on the on-going <br />implementation of improvement projects. <br />A detailed community engagementplanwas developedand executedover the <br />lifecycle of the development services reviewusing a broad range of engagement tactics; <br />details are summarized in this report. <br />This report supports Great Customer Service. <br />EXECUTIVE SUMMARY: <br />Twoend-to-end Lean reviews wereundertaken between June and October 2019on public <br />engagement processes related to development applications and site plan approvals <br />processes. Thesereviewsresulted inthe creation ofa customer-informed workplan that <br />included18Kaizens (i.e. Lean improvement projects/events)that began in October 2019 <br />and concluded in December 2020. Over 111 staff were engaged in these reviews viaa <br />bottom-up approach to problem-solvingand implementation.A detailed communications <br />and engagement plan was developed in collaboration with the City’s Corporate <br />Engagement Consultant and executed using a multi-pronged approach with touchpoints <br />throughout the entire process. BothLean reviews and resulting improvements wererooted <br />*** This information is available in accessible formats upon request. *** <br />Please call 519-741-2345 or TTY 1-866-969-9994 for assistance. <br />8 - 1 <br />