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 44 recommended initiatives that will improve overall customer experience and efficiency, and positively impact the development process. This webpage will serve 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 McKinsey & Company, an internationally recognized consultant firm. They 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.

Initiative Progress Tracker

This chart shows the high-level status of all 44 initiatives within the project.
For more information on each individual initiative, see the next section on this page.

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. Starting in October 2023, McKinsey & Company will work with City staff over the course of six months to implement the short-term initiatives identified in this study and begin the work on long-term initiatives. ( Indicates initiatives McKinsey & Company defined as "Quick wins")

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

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

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