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PROJECT REPORT P L A N R E V I E W P R O C E S S M A P P I N G O F F I C E O F I N N O V A T I O N A N D E F F I C I E N C Y C O M M E R C I A L D E V E L O P M E N T E N V I S I O N . E L E V A T E . I M P A C T . Executive Summary 1 • Extensive effort to understand what is happening NOW and not how it is “supposed” to be • Allows a deeper dive for better findings & recommendations 2 • 84 staff & stakeholders • 15 departments & 1 partner organization • 32 process mapping sessions • frontline staff AND management • 70% of participants frontline who do day-to-day work Assessment of Current State Comprehensive Process 4 3 • Participants documented roles • Freely spoke with concerns AND innovations • Leveraged experience & expertise to capture: ⚬inefficiencies ⚬bottlenecks ⚬redundancies ⚬technology issues & limitations ⚬gaps in processes & role clarity Active Engagement through OIE Facilitation Enhancing Mesa as THE Welcoming Place Through a Development Review Process that: To Do Business Positive, Responsive Customer Service Speed to Market Predictable & Quality-Assured • Reduced cycle times • High quality & helpful reviews • Warm & responsive interactions with clear & intentional communication Organizational Strengths Improvement Capital Subject Matter Expertise Estabish publicly accessible performance report featuring the outcomes -based KPIs with plain -language definitions, and an internal performance page with supporting operational metrics. Process Innovations to Address Unmet Customer Needs and Improve Outcomes Workflow Optimizations & Standardizations for Streamlined & Consistent Processes Articulate and Comprehensive Customer Guidance to Enhance Customer Experience Foundational Changes to Strengthen Organizational Culture Deep Dive Assessments Required to Inform Total Improvement 5 Areas of Recommendations Foundational Changes to Strengthen Organizational Culture 1.1 - EXECUTIVE COMMITMENT 1.2 - Dev. Rev. Collective Advisory Board IMPLEMENTATION PLAN KEY ROLE- DRIVER Deep Dive Assessments Required to Inform Total Improvement Customers Development -Related Processes Technology • VALUE MAPPING • DEVELOPMENT AGREEMENTS • ECONOMIC DEVELOPMENT & URBAN TRANSFORMATION • UTILITY SERVICE COORDINATION • DIMES GOVERNANCE PROCESS • INITIAL ACCELA OPTMIZATION ASSESSMENT Process Innovations to Address Unmet Customer Needs and Improve Outcomes Pre-submittal and Site Discovery Options Redesigned Submission Processes Internal Development Review Group Practices Community Character Plans Workflow Optimizations & Standardization & Consistent Processes Workflow Optimizations Standardization TECHNOLOGY/ ACCELA PROCESS FLOW OPERATING PROCEDURES TRAINING PLANS Articulate and Comprehensive Customer Guidance to Enhance Customer Experience Comprehensive Customer Guidance Framework GUIDANCE, CHECKLISTS, AND RESOURCES CONSISTENT & CLEAR COMMUNICATION COHESIVE ACROSS CITY PROCESSES The Next Steps Welcoming Place To Do Business Thank You PERFORMANCE PLUS E N V I S I O N . E L E V A T E . I M P A C T . O F F I C E O F I N N O V A T I O N A N D E F F I C I E N C Y