Transforming Site Plan Review Project Update (April 10, 2024)

We are thrilled to share that over the coming weeks, we are launching improvements from 19 different initiatives as part of Transforming Site Plan Review. 

The initiatives launching include:

  • Introducing a unified mission and customer (Initiative #6)
    The new mission statement and definition of customer will create a “One City” approach across all 11 departments that support site plan review. This work lays the groundwork for all the other initiatives in this list because we cannot improve site plan unless we do so together. 
     
  • Creating new customer-centric service standards (Initiative #10)
    This team has created customer service standards under three pillars: Consistency, Connection, and Credibility. All our site plan teams will follow these standards to ensure high-quality and consistent customer service across the review process. 
     
  • Improving the completeness check process (Initiatives #11, #16, #27)
    To streamline the completeness check process, this team has reduced the intake checklist from 12 pages to 5 pages. This will clarify, and where needed reduce, requirements for completeness check.
     
  • Redefining the case manager role, review meetings, and prioritization of applications (Initiatives #12, #15, #18, #21)
    These initiatives have established responsibilities and protocols for case managers. They also establish new review meetings pre-submittal and post first-review cycle. These meetings set up applicants for success moving through the review process. Finally, a prioritization system will streamline applications. This allows high-priority projects like affordable housing to move into review more quickly. All four of these initiatives enable collaboration between the applicant and city staff.
     
  • Formalizing re-review processes, new comments, and improving comment resolution (Initiatives #19, #20)
    These process changes will help ensure reviews continue moving forward when there is a change in reviewers, addition of new comments, or if there is a disagreement on a comment. These formal policies will also give specific guidance to applicants and staff navigating re-review and comment resolution (previously referred to as the “conflict resolution pilot program”).
     
  • Improving the master comment report template and creating rolling draft comment notifications (Initiatives #17, #30)
    The master comment report (MCR) template will be updated to improve the readability of contact information, instructions, and comments. To further improve the applicant experience, automated emails with draft comments will be generated once each reviewer has completed their review. This allows applicants to begin reviewing feedback before the formal MCR is finalized.
     
  • Improve the signature process (Initiatives #13, #36)
    These initiative teams reviewed the existing signature process and have both digitized signatures and added collecting signatures to case manager responsibilities. This will be a significant improvement for applicants, who previously had to collect signatures themselves.
     
  • Update coalition agreements (Initiative #45)
    Coalition agreements between the departments that support the site plan process help clarify roles, responsibilities, and resources. These agreements are foundational to supporting the process changes being implemented across site plan review.
     
  • Launch new Land Development Academy training program (Initiative #1)
    This team has developed an updated Land Development Academy training program. This program will offer courses, taught by subject matter experts, about the site plan process. The goal of this program is to create a shared awareness of the site plan process for both staff and community stakeholders. A catalog of about a dozen potential classes has been identified. In this phase, we will launch an introductory class for staff.
     
  • Introduce centralized KPIs across departments (Initiative #8)
    This initiative is critical to our culture of continuous improvement, as these new key performance indicators (KPIs) provide a holistic picture of the site plan process. Some of the metrics they will track include the overall time from submission of application to issuance of a permit, the duration of each phase in the process, and the number of formal review cycles. These KPIs enhance our ability to adapt in real time and will grow and change with the process.
     
  • Create regular cross-departmental meetings to discuss continuous improvement (Initiative #7)
    When the 45 initiatives that make up Transforming Site Plan Review are completed, we want to continue to make improvements to the process. To support a culture of continuous improvement, we will hold monthly meetings with all the departments involved in site plan to discuss ongoing changes.  

These improvements to the site plan process have been created by cross-departmental teams, reviewed by stakeholders, and will be launched with training to ensure we are implementing change that works. Transforming Site Plan Review has opened the door for creative problem-solving, questioning the status quo, and continuous improvement. While the end of this phase of the project represents a tremendous amount of change, it is only the first step. Next, we will be tackling more initiatives focused on our processes and organizational culture, updating current technology, and evaluating emerging technologies to improve the development process.

If you have any questions or comments about this project, please contact DSDCommunications@austintexas.gov.