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inunderstanding the voices of our customersand finding ways to add more value to the <br />City’sprocesses from thecustomer’s perspective.For public engagement, this involved <br />understanding who we’re currently engaging, who we’re not,and where there are gaps so <br />that equity-informed engagement plans can be created, and subsequently by <br />implementing improvements that work to addressand removethe identified barriers.For <br />the site plan process, this involved understanding a complex, multi-year approvals process <br />from the perspective of the applicant and finding improvements that streamline the <br />customer experience, ultimately resulting in a decrease in review and approvaltimelines <br />through better communication,coordination,collaboration, and creative problem-solving. <br />Early data shows that, on average,there has been a decrease of 60%in the time it takes <br />to obtain an approval in principle. Satisfaction ratings of 85% and 90% have also been <br />achieved for thenew pre-submission process and the new onsite certification process, <br />respectively. A summary of all improvements is provided in the body of this report and in <br />Attachments B and C. <br />BACKGROUND: <br />The purpose of the development services review wasto look at how development <br />functions interact and are coordinated, and to identify if that coordination can be improved <br />in a way that results in clearer accountability, stronger collaboration, and ultimately an <br />even better customer experience. <br />Fiveobjectives forthe reviewwere identified early in the process: <br />1.Establish a Shared Vision for Economic Growth, City Building, Sustainability, <br />and Development Interests:With a variety of disciplines involved in the delivery of <br />development services, representing functions with competing interests at times, it is <br />important that staff are working towards common goals and understand how their <br />contribution supports the results that we are trying to achieve within the city. <br />Starting from existing strategies, plans and policies, staff will need to establish <br />shared goals, objectives and principles to guide effective and consistent decision <br />making. <br />2.Align Work Processes to Support the Development Services Vision: Selected <br />development processes will be reviewed end-to-end on a prioritized basis using <br />Lean methodologies to ensure a clear and consistent focus on delivering customer <br />value, efficient services, and streamlined customer interactions. <br />3.Enhance Team Building, Collaboration and Creative Problem Solving:The <br />most challenging development opportunities require all stakeholders to work <br />together in trusting and respectful relationships that support the best results for the <br />community. <br />4.Take a Coordinated Approach to Development: Support less experienced <br />applicants to more easily navigate the process. Engage the community in a <br />coordinated way to build a holistic vision for their neighbourhoods. Coordinate staff <br />resources to reduce wait-times, hand-offs and work backlogs. <br />8 - 2 <br />