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

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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

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pace

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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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