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.
150+ Staff Members Interviewed | 178 Customers Interviewed | 1,470 Steps Analyzed | 44 Initiatives Identified |
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")
1 | Establish gold standard training ground | Planning Phase |
2 | Staff incentives aligned with process goals | Planning Phase |
5 | Evaluate organization design | Planning Phase |
6 | Planning Phase | |
7 | 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 |
3 | Optimize hiring methodology | Planning Phase |
9 | Rationalize fee schedule | Planning Phase |
10 | Planning Phase | |
11 | Consolidated review team for completeness check | Planning Phase |
12 | In Progress | |
13 | Planning Phase | |
16 | Recalibrate completeness check | In Progress |
17 | Improve Master Comment Report format | Planning Phase |
18 | Planning Phase | |
19 | 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 | Planning Phase | |
28 | Planning Phase | |
33 | Enhance customer-facing portal | Planning Phase |
39 | Automate fee calculation and posting | Planning Phase |
42 | In Progress | |
43 | In Progress | |
44 | Create a development process Project Tracker | Planning Phase |
4 | In Progress | |
14 | 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 |