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 45recommended initiatives that will improve overall customer experience and efficiency, and positively impact the development process. Cross-departmental teams have been set up under the leadership of the Transformation Management Team and are actively working on all initiatives.
This webpage serves 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 an independent consultant who 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 |
45 Initiatives Identified |
Initiatives
This chart shows the high-level status of all 45initiatives within the project. In Progress reflects initiatives currently underway, Closed reflects initiative that are not complete but are no longer being worked on, Completed reflectsinitatives that are implemented.For more information on each initiative, see the next section on this page.
- In Progress22
- Closed3
- Completed20
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Critical Enablers
Initiatives that enable all other Quality of Experience and Speed of the Process initiatives.
Quality of Experience
Initiatives that willenhance the experience of staff and applicants.
Speed of the Process
Initiatives that help facilitate faster process times.
The assessmentidentified a series of initiatives to improve overall customer experience and reduce the length of the site plan review process. Cross-departmental teams are currently working on these initiatives. We are seeing that this transformation is already taking effect and improving experiences with the site plan process. These improvements will continue, with the completion of more initiatives in the coming months and a focus on long-term continuous improvement. Click on each initiative name to learn more.
 Critical Enablers | ||
|---|---|---|
| 1 | Establish gold standard training ground | In Progress |
| 2 | Staffincentivesaligned with process goals | In Progress |
| 5 | Evaluateorganization design | Completed |
| 6 | Align Site Plan reviewers on theirprimary mission and customer | Completed |
| 7 | Cadenced inter- and intra-departmental meetings to discuss continuous improvement | Completed |
| 8 | Enhanced centralized process around KPIs within and across departments | In Progress |
| 22 | Determine and map overlapping codes/regulations and metrics | In Progress |
| 23 | Rationalize/refine/consolidate code criteria manual(s) and publicize interpretation(s) | Completed |
| 32 | In Progress | |
| 45 | Update interdepartmental coalition agreements | Completed |
 Quality of Experience | ||
|---|---|---|
| 3 | Optimize hiring methodology | Completed |
| 9 | Rationalize fee schedule | In Progress |
| 10 | Create a Customer-Centric Culture | Completed |
| 11 | Consolidated review team for completeness check | Completed |
| 12 | Empower the case manager and ensure consistency in case manager assignments | Completed |
| 13 | Formalize and publish permit signing order | Completed |
| 16 | Recalibrate completeness check | Completed |
| 17 | Improve Master Comment Report format | In Progress |
| 18 | Prioritize application by tiers | Completed |
| 19 | Formalize"re-review" processif/when department reviewers change | Completed |
| 20 | Improve internal and external conflict resolution process | Completed |
| 24 | Formalize approach around LDC additions/changes | In Progress |
| 25 | Enhance application wizard (questionnaire) that exists as part of the City of Austin website | In Progress |
| 26 | Application training resources | In Progress |
| 27 | Implement applicant attestation of site plan completeness and accuracy upon intake | Closed |
| 28 | Cadenced inter- and intra-departmental meetings to discuss ongoing applications | Completed |
| 33 | Enhance customer-facing portal | In Progress |
| 39 | Automate fee calculation and posting | In Progress |
| 42 | Develop aproject webpagethat tracks implementation | Completed |
| 43 | Develop internal and external communication plans | Completed |
| 44 | Create a development processProject Tracker | In Progress |
 Speed of the Process | ||
|---|---|---|
| 4 | Contractors/ temps for site plan reviews | In Progress |
| 14 | Standardize site plan formal review activities | In Progress |
| 15 | Formalize pre-submission meetings | Completed |
| 21 | Formalize post first review cycle meetings | Completed |
| 29 | Scheduling (office hours/rotating customer meetings days) | In Progress |
| 30 | Provide rolling draft comments to applicant | In Progress |
| 31 | Applicant ability to self-certify (w/potential fee) | Closed |
| 34 | Enhance application wizard (questionnaire) that is linked and a part of the site plan application process | Closed |
| 35 | Automate required documents at submission | In Progress |
| 36 | Digitize signature process | Completed |
| 37 | Automate/ integrate application entry to system of record | In Progress |
| 38 | CRM system to auto capture communications | In Progress |
| 40 | AI digitized completeness check | In Progress |
| 41 | AI digitized formal review | In Progress |
Documents
Site Plan Review Report.pdf Transformation Management Structure.pdf
City of Austin, TX Survey
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