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Permit and Licence Transformation ProgramPresented to City Council, March 13, 2013
Photo: © Colin Anderson/CORBIS
Council Approvals Sought
1. Permit and Licence Transformation Program Budget:
– Total budget up to $25.97 million – $15.33 million previously approved – $10.64 million incremental funding (loaned from the
Capital Financing Fund)
2. New Permits and Licencing business operating model.
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The Permit and Licence Transformation Program:Aligned with City Priorities
Council PrioritiesAffordability, Economic Vitality, Greenest City
Corporate Strategic PlanExcellent Service, Effective Administration, Sustainable, Affordable
Corporate Customer Service Strategy: Permit and LicenseTransformation Project
Vancouver Services ReviewEnsure best value and services for our taxpayers
Web Redevelopment Permits & LicencesTransformation
Digital Strategy
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Bring Business Processes in linewith Best Practices
Update & Integrate Technology
Transform the process of submitting, tracking, reviewing, issuing & enforcing
permits and licenses City-wide
Project Scope
• Easy customer access• Time-savings• Greater consistency• Reliable, Efficient, Green Operations
KEY PROJECT BENEFITS
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A Vision for the FutureE-services, 311 and in-person
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Profile of Permits and Licences Activities
Issuing Departments-Planning & Development Services-Community Services(Licences & Inspections)-Engineering Services-Parks and Recreation-Vancouver Police Dept-Fire & Rescue Services
Supporting departments-IT-Finance-Legal Services
45 Permit and Licencetypes
200,000 issued annually
800 staff from 9 departments
$50m (+/-) annual revenue
40 separate IT systems
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Permit & Licence complexity
Permits and License Volume based on 185,000/year
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Simple types – Revenue $25mSingle interaction, instant approval(e.g. residential parking, security alarm dog license, many business licenses)
Medium types – Revenue $10mPlan review, substantive decision needed(e.g. single family dwelling, sewer/water connections, vehicles for hire)
Complex types – Revenue $15mPlan review, interdepartmental coordination, multiple policies and guidelines, advisory panels, neighbourhood notification(e.g. development/building, rezoning)
80% Simple
15% Medium 5% Complex
200,000/year
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200,000 annual transactions
Simple• Minimal online offering• Manual, redundant processing
• IT systems – lack reliability & integration
• Lengthy processes• Multiple service desks• Multiple hand-offs between staff• Largely in-person, paper-based• Complex regulations
Mediumto verycomplex
20%
80%
Current Issues
P&L Transformation Program Drivers: IT Reliability * Customer Service * Efficiency * Sustainability
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IT Systems:Reliability & Integration
Feeds Addressing data to 18 systems
Manages 20 permit types
Coordinates work activities for 7 departments
Provides data for analysis
PRISM facing end of capacity, 2014
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P&L Transformation:Leaping from 1990s to the Future
1990s 2000-2013 2013 and Beyond
Integrated permit tracking system
Online applications Electronic plans Field mobility
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A Vision for the FutureE-services, 311 and in-person
E-Services Fuel Benefits
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• Online applications• Electronic plans• Field mobility• Integrated permit tracking
Benefits• Easy customer access• Consistency• Efficiency• Time-savings• “Green”
E-Services – Success with Simple Licences
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Affects 71% of our transaction
volume Citywide!
“Turnkey” Online Services
Dog Licences: 65% customers online since May 2012
Business Licences: 44% customers online since Aug. 2012
Security Alarm Permits: Online service launched, March 4th 2013
- Residential Parking Permits:Coming June 2013
Comparison with other Municipalities
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COV Now
Calgary Edmonton Lower Mainland
London ON
Wash.DC
Phil., PA
ChicagoIll
Size (City)603k 1.09m 812k 366k 591k 1.52m 2.69m
E-plan No Yes No No Yes Yes Yes YesMobility No Yes Yes Surrey, Yes ? Yes YesIntegrated No Yes Yes Surrey,
Partial Partial Yes No Yes
# of Service Desks 11 1 1
Richmond-1
Burnaby-7Surrey-5
? 1 5 5
Online applications(Simple)
Yes Yes YesBurnabySurrey No Yes Yes Yes
Onlineapplications(Complex)
No Yes No No Yes Yes Yes Yes
Information Provides information about processes, permit and licence requirements, and rules that are easy to script;
TransactionsMay conduct, or instruct re: e-service for Simple permits.
Other RolesPotential expanded role in appointment bookings. Continued role in complaint management.
Maximizing Use of 311
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Rounding out the Vision:Operational Transformations
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• Single Point of Contact
• Permit Bundling
• Risk-Based Inspections
• Business Licence Initiatives
• Consolidated Service Counter
Single Point of Contact/Permit Bundling:Single Family Dwelling (SFD) example
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Benefits-Clearer process-Greater consistency-Fewer City Hall visits for customer-Streamlined internal file management
Success in Single Family Dwelling Improvements
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Operational changes in just 4 months =
100+ staff hours saved
350 fewer car trips to City Hall
3 fewer staff handoffs per project
50%+ time savings
Happier customersand staff
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Project Goals
• Improve building safety– Prioritize high risk safety inspections– Reallocate resources to enforcement
• Improve management of workload– Share responsibility with professionals
• Improve customer service– Reallocate resources to education– Improve consistency
Building Safety
Increased Enforcement
Risk Based Inspections
Transforming Building Inspections: Risk Based Inspection Models Project
Business Licence Initiatives
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636 98Current Recommended
Number of licence categories
Reduce licence categories and multiple licensing of businesses• Improve data for economic analysis• Improve customer service (less confusion about license categories)• Facilitates moving licence applications online• Increase licensing compliance rates
Piloting Inter-municipal Licence for construction trades and contractors – late 2013
Consolidate public service counters:From 11 to 1
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3.Engineering
p11. Vancouver Police
Dept
10. Revenue Services
4. Fire & Rescue 4. Fire & Rescue Services
5. Development Services
9.
5. Development Services6. Licences7. Inspections8. Rezoning9. Subdivision
g g
OFFSITE1. Park Board2. Engineering
Review Groups
Phone Centre and 311
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Self-serve Kiosks
Concierge assistance
Single point of contact
Appointments for “Complex” led by single
point of contact Enquiries“Medium”
Transactions
Senior staff / cross-functional expertise
PermitBundling Back of House
“Simple” Transactions
Future Single Service Counter –
Remote locations
App
oint
men
tS
pace
s
AppointmentSpaces
AppointmentSpaces
App
oint
men
tS
pace
s
Summary
P&L Transformations will:• Eliminate Risk of IT System
Failure
• Greatly enhance the customer experience
• Increase operational efficiency
• Support “Greenest City” goals
• Establish the City as a Leader23
Council Approvals Sought
1. Permit and Licence Transformation Program Budget:
– Total budget up to $25.97 million – $15.33 million previously approved – $10.64 million incremental funding (loaned from the
Capital Financing Fund)
2. New Permits and Licencing business operating model.
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