Transforming Site Plan Review

In early 2023, the City of Austin commissioned an independent assessment of the site plan review process. (A site plan is a detailed drawing of proposed improvements and construction on a lot. During the site plan review process, reviewers ensure all site development standards are met.) This assessment resulted in 45 recommended initiatives that will improve overall customer experience and efficiency, and positively impact the development process. Cross-departmental teams have been set up under the leadership of the Transformation Management Team and are actively working on all initiatives. 

This webpage serves as the hub for any information about this transformation, including descriptions of each initiative, contact information, timelines, and progress. We will also provide updates by email, so make sure to subscribe to our email list.

The initial review process was completed by an independent consultant who conducted surveys, workshops, and interviews with staff and customers, mapped processes, inventoried technologies, and identified potential points of improvement in interpreting the Land Development Code.

 

 

150 Staff Members Interviewed

150+

Staff Members Interviewed

178 Customers Interviewed

178

Customers Interviewed

1470 Steps Analyzed

1,470

Steps Analyzed

41 Initiatives Identified

45

Initiatives Identified

Initiatives

This chart shows the high-level status of all 45 initiatives within the project.
For more information on each initiative, see the next section on this page.

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
  • In Progress39
  • Closed0
  • Completed6

Critical Items Icon

Critical Enablers

Initiatives that enable all other Quality of Experience and Speed of the Process initiatives. 

Quality of Experience Icon

Quality of Experience

Initiatives that will enhance the experience of staff and applicants.

Process Speed Improvements Icon

Speed of the Process

Initiatives that help facilitate faster process times. 

Improvement Initiatives

The assessment identified a series of initiatives to improve overall customer experience and reduce the length of the site plan review process. Cross-departmental teams are currently working on these initiatives. We are seeing that this transformation is already taking effect and improving experiences with the site plan process. These improvements will continue, with the completion of more initiatives in the coming months and a focus on long-term continuous improvement. Click on each initiative name to learn more. 

Critical Updates IconCritical Enablers
1Establish gold standard training groundIn Progress
2Staff incentives aligned with process goalsIn Progress
5Evaluate organization designIn Progress
6Align Site Plan reviewers on their primary mission and customerIn Progress
7Cadenced inter- and intra-departmental meetings to discuss continuous improvementCompleted
8Enhanced centralized process around KPIs within and across departmentsIn Progress
22Determine and map overlapping codes/regulations and metricsIn Progress
23Rationalize/refine/consolidate code criteria manual(s) and publicize interpretation(s)Completed
32Enhance & ensure consistent use of internal system of recordIn Progress
45Update interdepartmental coalition agreementsCompleted

 

Service Quality IconQuality of Experience
3Optimize hiring methodologyIn Progress
9Rationalize fee scheduleIn Progress
10Create a Customer-Centric CultureIn Progress
11Consolidated review team for completeness checkIn Progress
12Empower the case manager and ensure consistency in case manager assignmentsIn Progress
13Formalize and publish permit signing orderIn Progress
16Recalibrate completeness checkIn Progress
17Improve Master Comment Report formatIn Progress
18Prioritize application by tiersIn Progress
19Formalize "re-review" process if/when department reviewers changeIn Progress
20Improve internal and external conflict resolution processIn Progress
24Formalize approach around LDC additions/changesIn Progress
25Enhance application wizard (questionnaire) that exists as part of the City of Austin websiteIn Progress
26Application training resourcesIn Progress
27Implement applicant attestation of site plan completeness and accuracy upon intakeIn Progress
28Cadenced inter- and intra-departmental meetings to discuss ongoing applicationsCompleted
33Enhance customer-facing portalIn Progress
39Automate fee calculation and postingIn Progress
42Develop a project webpage that tracks implementationCompleted
43Develop internal and external communication plansCompleted
44Create a development process Project TrackerIn Progress

 

Process Speed IconSpeed of the Process
4Contractors/ temps for site plan reviewsIn Progress
14Standardize site plan formal review activitiesIn Progress
15Formalize pre-submission meetingsIn Progress
21Formalize post first review cycle meetingsIn Progress
29Scheduling (office hours/rotating customer meetings days)In Progress
30Provide rolling draft comments to applicantIn Progress
31Applicant ability to self-certify (w/potential fee)In Progress
34Enhance application wizard (questionnaire) that is linked and a part of the site plan application processIn Progress
35Automate required documents at submissionIn Progress
36Digitize signature processIn Progress
37Automate/ integrate application entry to system of recordIn Progress
38CRM system to auto capture communicationsIn Progress
40AI digitized completeness checkIn Progress
41AI digitized formal reviewIn Progress

Question title

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