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.

Critical Enablers

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

Quality of Experience

Initiatives that will enhance the experience of staff and applicants.

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 Enablers
1	Establish gold standard training ground	Completed
2	Staff incentives aligned with process goals	In Progress
5	Evaluate organization design	Completed
6	Align Site Plan reviewers on their primary mission and customer	Completed
7	Cadenced inter- and intra-departmental meetings to discuss continuous improvement	Completed
8	Enhanced centralized process around KPIs within and across departments	Completed
22	Determine and map overlapping codes/regulations and metrics	Completed
23	Rationalize/refine/consolidate code criteria manual(s) and publicize interpretation(s)	Completed
32	Enhance & ensure consistent use of internal system of record	Completed
45	Update interdepartmental coalition agreements	Completed

Quality of Experience
3	Optimize hiring methodology	Completed
9	Rationalize fee schedule	In Progress
10	Create a Customer-Centric Culture	Completed
11	Consolidated review team for completeness check	Completed
12	Empower the case manager and ensure consistency in case manager assignments	Completed
13	Formalize and publish permit signing order	Completed
16	Recalibrate completeness check	Completed
17	Improve Master Comment Report format	Completed
18	Prioritize application by tiers	Completed
19	Formalize "re-review" process if/when department reviewers change	Completed
20	Improve internal and external conflict resolution process	Completed
24	Formalize approach around LDC additions/changes	Closed
25	Enhance application wizard (questionnaire) that exists as part of the City of Austin website	In Progress
26	Application training resources	In Progress
27	Implement applicant attestation of site plan completeness and accuracy upon intake	Closed
28	Cadenced inter- and intra-departmental meetings to discuss ongoing applications	Completed
33	Enhance customer-facing portal	In Progress
39	Automate fee calculation and posting	In Progress
42	Develop a project webpage that tracks implementation	Completed
43	Develop internal and external communication plans	Completed
44	Create a development process Project Tracker	In Progress

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