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Enhance application wizard (questionnaire) that is linked and a part of the site plan application process
Initiative Statement
The existing site plan application wizard will be enhanced as part of the application submission process to improve the customer experience and customer knowledge of the process by March 2024 with longer term improvements occuring through September 2024.
Initiative Update
Work on this initiative has ended. We regularly update the current site plan application wizard to ensure applicants' needs are met both in real-time and long term. We plan to fully update this wizard once our new Enterprise Case Management (ECM) software system is rolled out. Any further improvements to the site plan application wizard will continue to streamline the intake process, provide better guidance, and create a more efficient and user-friendly system for applicants.
| Milestone Checklist | Status |
| Create questions for user feedback on the site plan application wizard. |  |
| Implement customer feedback survey into the application wizard. | |
| Conduct research to identify areas for improvement in the site plan application wizard, focusing on user pain points, usability issues, and knowledge gaps. | |
| Identify quick wins, urgent priority items to implement quickly. | |
| Implement quick wins. | |
| Develop list of comprehensive error checking and validation mechanisms to reduce incomplete submissions and ensure the quality of submitted applications. | |
| Develop list of contextual help and guidance throughout the application process to improve user understanding and reduce knowledge gaps. | |
| Develop a list of all improvements, in prioritization order for iterative enhancements over time. | |
| Implement the first phase of enhancements for the site plan application wizard on the city website, ensuring a smooth transition and minimal disruption to users. | |
| Monitor and analyze feedback survey results and identify areas for further improvement, focusing on reducing incomplete resubmissions and enhancing overall customer experience. | |
| Implement improvements to the site plan application wizard based on feedback survey results, continuing the iterative cycle of improvement. | |
Impact Statement
Improving the existing site plan application wizard will decrease the occurrence of incomplete submissions and improve customer clarity and awareness of submittal requirements.
Estimated Completion Date
N/A
Initiative Owner
Janet Heit
janet.heit@austintexas.gov
Initiative Team Member Departments
Austin Energy
Austin Fire
Austin Water
​Communications & Technology Management
Development Services
Parks and Recreation
Transportation & Public Works
Watershed Protection