PDD Process Improvements Report-ATTACHMENT A.pdf

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Planning & Development
2024 Process Improvements Report
phoenix.gov/pdd
May 22, 2024

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“Cities are where dreams are made, and futures are forged.
A city is a machine with innumerable parts that never stop moving.
Cities are the playgrounds for dreamers and the canvas for innovation.”
– Teju Cole

Joshua Bednarek, Director
Joshua Bednarek
Message from the Director

Table of Contents
Process Improvements Report - 2024
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Appendices
Acknowledgements
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Process Improvements Report - 2024

Phoenix Today
Phoenix Today
Process Improvements Report - 2024
Phoenix Today
Population
1,682,053
Data Source: Maricopa Association of Governments
Adopted by MAG Regional Council, November 19, 2023
Size529 
Residential Units 
658,724
Median Age
34.4 
Civilian Employed Population 
813,556
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Phoenix Today
Phoenix Tomorrow
Process Improvements Report - 2024
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Phoenix Today
20
Building Code 
Examiners
146
Inspectors
66
Planners
7
GIS Technicians
84
Engineering Techs
Planning and Development Department: Who We Are
Shawn Jessup, General Inspector – Residential Team
Process Improvements Report - 2024
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Records Clerks
4
Architects
24
Engineers
10
Info Tech Analysts
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Accountants
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Phoenix Today
Already a Leader in the Field 
Planning and Development Department: What We Do
Process Improvements Report - 2024
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Phoenix Today
Planning and Development Department: What We Do
Process Improvements Report - 2024
Mayo Clinic Hospital is using the AFP Program for their expansion 
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Phoenix Today
Planning and Development Department: What We Do
Process Improvements Report - 2024
40,000
42,000
44,000
46,000
48,000
50,000
52,000
FY 18/19
FY 19/20
FY 20/21
FY 21/22
FY 22/23
Fiscal Year 
0
1
2
3
4
5
6
7
8
9
10
FY 18/19
FY 19/20
FY 20/21
FY 21/22
FY 22/23
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Phoenix Today
5,542
Residential Lots Submitted for 
Preliminary Review
280,929
Total 
Inspections 
3,434
New Single-Family Permits 
Issued
10,688
Multi-Family Units Permitted
Planning and Development Department: What We Do
39,225
Customers served at the 2nd Floor 
Development Center 
Process Improvements Report - 2024
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Planning and Development Department: What We Do
Process Improvements Report - 2024
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General Plan Update 
Process Improvements Report - 2024
Joél Carrasco, Special Projects Administrator, presents at one of the General Plan Update Summits 
Impact Fee Update 
Financial Stability Action Plan & Policy 
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Planning and Development Department: What Are We Working On

Planning and Development Department: What Are We Working On
Process Improvements Report - 2024
Historic Phoenix Plan Update 
SHAPE PHX – Release 3 (R3)
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Abraham James
““Winston Churchill once famously 
observed that Americans will always 
do the right thing, only after they 
have tried everything else." I know 
many of the members of the staff 
within the City of Phoenix Planning & 
Development Department. I can 
honestly say that this Department 
has come a long way, in making 
things right. Of course, it isn’t perfect. 
But you are listening, reflecting upon 
what you’ve learned from us, and 
your current actions gives me great 
encouragement! Please continue to 
have listening sessions!“
Listening Sessions
Coming together to listen and learn  
Process Improvements Report - 2024
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Phoenix Today
Contacts
Staff Empowerment & 
Education
Collaboration  / 
Communication 
Processing Times
Consistency
What We Heard: Customer Listening Sessions
Process Improvements Report - 2024
Participant sharing feedback at customer listening session
Face-to-Face
Interactions
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Clarity
Process Changes
Education
Enhanced Connectivity
What We Heard:  PDD Team Member Listening Sessions
Process Improvements Report - 2024
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Three Tenants of Service  
Photo
How Are We Responding
Personal
David Goodman
Team Leader
Plan Review Division 
Process Improvements Report - 2024
“We recently dealt with a new team
leader in the Pre-App process and also in 
the submittal of our construction 
documents. Mr. Goodman was as helpful 
as he could be in getting us the answers 
we needed and assisting us during log 
in. I wanted to let you know that we 
greatly appreciate his help and hope we 
can deal with him on future projects.
A breath of fresh air for sure.”
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Personal (Continued)
Planning and Development Department:  Three Tenants of Service
Process Improvements Report - 2024
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Seamless

Planning and Development Department:  Three Tenants of Service
Innovative
Process Improvements Report - 2024
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Updates to Processes 
Planning and Development Department: Active and Proposed Actions
Customer Listening Sessions Feedback Areas
PDD Team Member Listening Sessions Feedback Areas
(Plan Review, Historic 
Preservation)
(Plan Review)
. (Plan Review)
Process Improvements Report - 2024
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Planning and Development Department:  Active and Proposed Actions
Updates to Processes (Continued) 
(Plan Review)
(Plan Review)
(Plan Review, Business & Strategy)
(Plan 
Review)
(Plan Review)
(Plan Review)
(Plan Review)
(Inspections)
(Inspections)
(Inspections, Plan Review)
(Plan Review)
Process Improvements Report - 2024
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Planning and Development Department: Active and Proposed Actions
Modifications to Plan Review and Permit Requirements
(Plan Review, Inspections)
(Plan Review)
(Plan Review)
(Plan Review)
Enhanced Collaboration
(Director’s Office)
(Historic Preservation, Planning & Zoning, Plan Review, Inspections, Business & Strategy)
(Director’s Office)
(Director’s Office)
Process Improvements Report - 2024
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Deploy New Tools and Resources
Education – PDD Team Members
(Ombudsman’s Office) 
(Business & 
Strategy, Public Information Office) 
(Plan Review, Inspections, Fire 
Department) 
(Director’s Office, Business & Strategy)
(Business & Strategy, Plan Review) 
(Director’s Office, Public 
Information Office) 
(Business & Strategy) 
(Director’s Office, Business & Strategy, Plan Review, Inspections, Historic 
Preservation and Planning and Zoning)
Process Improvements Report - 2024
Planning and Development Department: Active and Proposed Actions
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Education – Customers and PDD Boards and 
Commission Members
(Ombudsman’s Office)  
(Planning & Zoning) 
(Planning and Zoning)
(Plan Review) 
Ordinance and Code Updates
Process Improvements Report - 2024
Paradise Valley Village Planning Committee
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Planning and Development Department: Active and Proposed Actions

Tools For Success
What We Need
Time for Education 
Ensuring Adequate Resources 
Process Improvements Report - 2024
Desiree Aranda
Planner III
Historic Preservation Office 
“I enjoy working in the department. I 
think we could better serve our 
customers if we had more 
opportunities to cross-train and 
collaborate with other sections in 
the department. This, along with 
having our business processes 
mapped out, would help our 
understanding of the  department 
as well as our customers.”
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Planning and Development Department: What We Need
Staffing Study
Process Improvements Report - 2024
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Photo
Our Commitment
Measuring Success 
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Process Improvements Report - 2024
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Appendices

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Appendix A

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Appendix B

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Appendix C

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Leadership Organization
Chart
Leadership Organization
Chart
Director
Assistant Director
City Engineer

DirectorĐs Office
DirectorĐs Office
Sasha Perez
Terry McAvoy
Joe Brown
Elizabeth Clark
Briiana Velez
Eric Froberg
Toni Duenas
Gregg Bach

Department Functions
Department Functions
Julie Whitmore
Jorge Riveros
Jesse Duarte

Office of
the city
engineer
Office of
the city
engineer
Rubben Lolly
Chris Kowalsky

Briiana Velez
Briiana Velez
Briiana Velez

Eric Froberg
Eric Froberg
Eric Froberg

Rubben Lolly
Rubben Lolly
Rubben Lolly

Julie Whitmore
Julie Whitmore
Julie Whitmore

Jorge Riveros
Jorge Riveros
Jorge Riveros

Jesse Duarte
Jesse Duarte
Jesse Duarte

Chris Kowalsky
Chris Kowalsky
Chris Kowalsky

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Appendix D

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Appendix

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Executive Summary
Process Improvements

Process Improvements