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HomeMy WebLinkAboutOne Stop Shop Update - Submitted by Councilmember McKeon. CM (2) ��U�ITINGTp� 2000 Main Street, e Huntington Beach,CA 92648 $_ City of Huntington Beach .-6''6* TY CP~\�f File #: 23-628 MEETING DATE: 7/18/2023 Subject: One Stop Shop Update Attachment(s): 1. One Stop Update Powerpoint Presentation City of Huntington Beach Page 1 of 1 Printed on 7/13/2023 powered) LegistarTM c...„,„,.............. 11"\ W1. 1 N , ...... G ...... T 0 ..„,. �.•••,©RP OR4T'w.. \ .4 \ ea •. " 10 ‘ „... � ••• one Stop Upd���. ...._ ......,..,__ _ 7 _ _ --T . - Y � � _ --�� „ City Manager's Report ' ., - w!),_ • July 18, 2023 • A :, . gip • •• �• . 17 gp9 , • ��v� ,ile 1 .••• O lie. a LOONcr!\•.‘T 41►•►r�/'/ A" 14 Background O 2016: ACCELA PROJECT BEGINS - INTENT TO CREATE CENTRAL PERMITTING SYSTEM FOR ALL DEVELOPMENT SERVICES o MULTI-YEAR, MULTI-MILLION DOLLAR , INTER-DEPARTMENT INVESTMENT o 2021 : LAUNCH OF ACCELA PERMITTING SYSTEM & ONLINE (ACA) PERMITTING o 2021 : LAUNCH OF PERMIT CENTER IN COMMUNITY DEVELOPMENT DEPARTMENT o 2022: COUNCILMEMBER PETERSON H-ITEM TO "STREAMLINE THE PROCESS" o 2023: CITY COUNCIL PRIORITIZES "ONE STOP SHOP" DURING STRATEGIC e�' N -�/�/_ PLANNING SESSION + . _ _ .,,• o COUNCILMEMBERKALMICK H-ITEM FOR ZONING CODE UPDATES t! ; . im, o COUNCILMEMBER MCKEON H-ITEMS FOR ONE STOP & DIF FEE UPDATES k ' o SERVICE EXCELLENCE & PROCESS MAPPING BEGINS W/ DENNIS SNOW & Wc.f8T;;-,-9 .-v°,*.k.O;os NORTH STAR TEAM 15 StreamlineHB : TopComponents ❑Self Service & Research Kiosks ❑AII Services on One Floor: One Stop Shop ❑Development Assistance Team ❑Expedited Plan Review ❑Online Services Platform: Accela Citizen ❑Uniform Counter & Phone Hours Access (ACA) ❑Electronic Plan Review ❑One Stop Phone System UOne Approval Building Permits (Planning ❑Virtual Appointments Review Eliminated) ❑Live Chat — Customer Help ❑Uniform Plan Check Turnaround Times ❑Zoning Code/Municipal Code Updates ❑Expand Customer Kiosks and Add Scanners UCustomer Queuing System (Qless) ❑Online Services in Additional Languages ❑Customer Service Satisfaction Measurement ❑Online Signature Disclosures System URegular Reporting of Data ❑Personalized Concierge/Customer Advocate • e.g., Building Permits Issued, Valuation, UACA Fine Tuning Upgrades Planning Applications, Customer Service, etc. UWidespread Promotion of Efforts U Automatic Inspection Time Notifications ❑Updated Website ❑In-Person Customer Assistant/Greeter ❑Revise Processes "Through Customer's Lens" 16 KEY TOsCHECKLIST StreamlineHB : Status ❑ aToDo (14) o In Progress:(5) ✓ Active/Completed a(7) 1/Self Service & Research Kiosks ❑AII Services on One Floor: One Stop Shop ✓ Development Assistance Team ❑Expedited Plan Review ✓Online Services Platform (Accela Citizen Access) ❑Uniform Counter & Phone Hours ✓Electronic Plan Review ❑One Stop Phone System ✓One Approval Building Permits (Planning UVirtual Appointments Review Eliminated) ✓ Uniform Plan Check Turnaround Times ❑Live Chat — Customer Help ✓Customer Queuing System (Qless) ❑Expand Customer Kiosks and Add Scanners o Zoning Code/Municipal Code Updates ❑Online Services in Other Languages o Customer Service Satisfaction Measurement ❑Online Signature Disclosures System o Regular Reporting of Data ❑Personalized Concierge/Customer Advocate • e.g., Building Permits Issued, Valuation, ❑ACA Fine Tuning Upgrades Planning Applications, Customer Service, etc. ❑Widespread Promotion of Efforts o Automatic Inspection Time Notifications ❑Revise Processes "Through Customer's Lens" o Updated Website 17 Where are we today . . . ,.,.. . .. _ ..„:,..„,......z... _ :, ...... .„_ ,. .. ........ , . ., .• . .„ .... .,.. . ..... . . . .. _.... . .. '''.i':'` 1.' ii ' 1),LN 01! re.,,n,-4,,,,,,,L.,7'.4,;,..-t I;, " — + .' , ate'i, m a6 �` =.a• °'`" -`"* 1 bF lUNITY , s s �^� { 9N 44,, �. i s __ s>a'S ,, _ � �4 h'J�B��r+d°8 �� � r�ia'� wa'�. e Y. � � 1��; ���2�,%� � _`,.'�aJ � ��/ ia +�e0�`�Qp4e :, a w, a 7 ft �rre �` :71:::::,.._ T'eaM�m>+.F ®�Q�����,��' � '1 r p .'• ''tY=� anl'++°po�opaQao��, °+ k ' <(� '.7:::1i'at atp0a°to�apol;� �° ,fix ." ��,.�� • A S' o�tesaa+�t3bs•i � 1 ? l m�7t3t11 8f1 ysB raa �a :.,...r•t,�' �� � " ' .moo . .; ^„� I''�"'' . �! ` -- -- - - couNTY iI 18 Permit Center .` _a-�. ,+'«� �wv r v ct U. a.'_' Beach. IRenerk an lsstial GDnia ssl Huntingtonm QePo i 5. �I PERMIT dS E AiCEDB GOO91¢ coyote-, .e CENTER g , .t 4 '' CALIFORN;tA ccnmat ''$ v .�� .. 'Resident:- .. . ae.„,� . �' a �?• �. " �� , , � �a ar�,� I Want to Residents Government Business Visitors Sernces A-Z Index ; ., • Significant step towards a One Stop A � m �r � � ...... ... .....t„. r � , ` Shop Get the latest HB°news;aty r Lid CITY ti% BREAK www.surfcltybrecak.c©m k ry t ti,, y ft • Launched in 2021 A �.�iA..: , f : �" - 1. t1 4., �. tatto �� t 4' U co Ing Events w�° t B ac ITC. .7 o : Team of dedicated Planning and r 8lit Aa4 #° ,..a:!-a5-wrt° 'fin t ..-> c,ty.Couna15tut'session _ :'V�clii r(ii lvi ,m.? • $ `.< im +�' FeANary2f 49D PAl - _ r w,, e P.it 6i aaimazbnAvaialt- ., sn1ianait- For - M Building Staff = consistency for Auu ' S �� Clill 5a &g,9, sri ...t. • i—rWA ,,a e^ ° �*, : -; .�ur7 PerrsI i5 seconds' •*arc° 5w't. •-i .:w.e;'n .. a fLomms� • s customers �oia a Y YA FeAruary23 PM s • 3Urt Direction"Se lthwesr` "� e. ;w .pa* i.f U cUmmunka6ats'Canrtultee � ,q 3 y�atU LIFP 55j1'�,.. '""' �-- „ dmary2A . �;, ,tea ,.. d - "`w�." 5 :- a. 7 , i-.. fv a rl,r.iui ¢52.t?+°i t X'a. ..& fir; • Accela - onlines stern �� v e tv i� • Permits • Plan Review • Inspectionsei, in loin Our Virtual Line #�. And Wait Where You Want. • 24/7 Access - track progress, upload tIV41,34,41 4,11 Ways to Join the Line: 1:;--1 plans, make payments ,, ,/, • Customer Research Kiosks ` 1.9 , • ()less: Join the Line Before You Arrive d Umt�.t � t: atr_341uafl n4M-.flk a.'aP* =v, ,*.,...64.atva, 7 a#sk (717I Ceti mr 19 External Online Portal : A "Game Changer" Accela & ACA (Accela Citizen Access) Schedule/Request an Inspection •®• 24/7 Online Services .10sett4sinte on inspection typo that Was prnviausi7 operand,please setect"Reinspact previaostyApptmrad"and specify the inspection type in the comments t7ox. •o• 100% Electronic Plan Review lrupctiori type.insctaton To continue,select an appointment date and time range by clicking a link on the calendar below.if you cannot select a time frame,then the maximum ••• 49 Applications Available Online numberof inspections have been scheduled for that date and you will have to'` • ;select another date. ❖ 1 Additional App Needed for Community Development: 30 Hours Staff Time Oct2021 Nov2021 Dec202 (suwitoli, sIa m,Pr—$ [Suu;Mo its%ra<'m_it_`. Sup;,Mo•tit...five 1 + 14 Additional Apps Needed for Business License: $200,000 estimate 1 2 1 2 3 4 5 6 1 3 4 5 6 7 8 9 7 8 9 10 11 12 13 5 5 7 9 10 11 12 13 14 15 16 14 15 16 17 18 19 20 12 13 14 i5 1.g •••• Online Payments . 17 18 19 20 21 22 73 21 22 23 za 25 26 27 19 20 2i 72 ; 24 25 26 27 28 29 30 28 29 30 76 27 28 29 3 v Application Status Tracking �Prey + Upload/Download Plans Electronically + Downloadable Permits (new & historical) /oi<<,* ..TIN . 04,, v Downloadable Inspection Job Card Record ci 4 ,,-}x =- ... V �`NIlk ` U ; 'I' , ❖ Report Active Unpermitted Construction o . -,--,,>- r % ❖ Printable Report of Citywide Entitlements & Permit Activity ' -fr- ..,„, »q9,?°•�'<to�/0� OUNTY ii 20 ACA Demo Video ��" CITY OP . Huntington Beach P�r�� �`�'� CENT wa s , ,� � «:e "'_ ✓ ,' ti%-, -t.:r, t. t ra a r +� ` , o , .�m �'a `';,,, 1 '�; b K +e..a- I ��; ,.17: a4e:. . • ". .�'',a, ��,;, ^k7. {,f�` — °�'" `,...ir 3;c '' ,t r .�` � ., . �� `' , SURF CM* the latest H6 �rews a � �� 9 �a ��Gett 7y r 4 'a tr 2a,d :Y t h6. ? ;a ,''S -� a i BFx'M * MYYI YY. , ,4 .tybrer 1K COS) . .1• 4 w� w- L ", d a ilL,,T s I � %-A'fi:,,.: ':',.... . {� B taffy!News 6 fs a tl�reri�rzin events" # ;�; P.A....,,,,,.,,::::,..;;-7,,,,,,:,7,-,...a' —i r". - t nmoamt,t+ ec+cmel ,. : , . w C :a-SPA+ ^"" ,„� Casa aa' .P1•14`49 Cw 4's*n ' e ` .' • .�, _ - ham the Stle� tt_t s ¢ '.&4•tt vBiVL%t' #.s` ` . * - ,e , _ f1k"R�etz- t. { 1-4 Y2lk 4v `� '"z , -,gym a' - alMay1 a _.. tr_a-rs�x+ , y, er- 'Z..` Cat of{ .^,tn4ce «--. " ',.,a t ''s'y 6 Wa'Y--ery,�.cs , t w. * _ ... .°. ...,.E. Cty(3t�t.7 df maw ° �' ^'+s `+ �a 3 -. - . y . ,>. --+ i ,-- .. "'4' ve.uw. ,,,,,i,3,.. ," -"` +;§i•„ ,rn..u, x- Nk • —- =- �•.fr \ C.IVVIst Us gym?t'a.^*�'{ tscsxa;e c';7•;..Y, y -,�•_ • C0UNTN �;ii/ 21 Streamline HB • ,4) `1)'`' , '', 4 , � 'i,i. n �i1 i ( t- 1t----`"�. n .. ate' 4�?^' /t�a ctifA �L P� kV ;> .•�' `� `"'"`R < �: 7,i Tt, € e.7� r �',y 4 �' s "4fi ` '7`‘... - E. Please rate our service toda�/ xr ry d f r ‹. cw. _ ,,I - 1,,v_., \... a ` , na4.1 .°•,--",1i,e17,,,N,,-,,,. : 1,„°•-:. ........4.1,1,,,,W0, -:;i% °--f;' - „P 5,.',': 43„,/t'' ',', %i - ' I i'...-',., .,-,- --;.1..Y.,, A�N� x- , ,i� NT"NG.);94; 1. • t omk �,. _ . A \ t ce \1.;s• �, _ a �.__.-- r �?' 4. ��``� '•' ff E -. ,'"'*.:r :•"... `.,'gag I�A:•4B 17.1.. Q'o..••< t ' � f D�NTY ��'��� ytts /1 22 Streamline HB Steps ✓1 . Establish Leads and Dept. Reps. • Initial DST meeting held • Department rep. committee meetings - ONGOING • Develop initial list of service streamline tasks and projects - list will be refined as more steps are completed 1/2. Data Collection • Customer/Permit Volume and Profile 3. Survey Other Cities - STARTED • Pull data from other cities that have established "one stop shop" & implemented best practices • City of Riverside One Stop Tour — *Setup Additional Tour for City Council (Aug/Sept) 4. Survey our Customers Through Focus Groups �,,t��N RPNG .% 5. Process Mapping !r' o..•�__ , Fo •••��`�\ • Lens of the Customer 6. Prioritize Service Streamline Items • City Council Check-In -� •.........•• do 7. Im plementation --FOUNP1 ?'"' 23 a aCollection . , _ .. , .. ._ . ,...,,,,,,,,,,,,t_ir,,_______.,, i . . ,,,,,z.,,,,I.....„,.. , : ., . "4 1 a b ;� �( a ° # '� w _ �b..-fit ,t 3, � �a,';14*4::;;;11.,„: 1 .,, il i: 1 d �g ". -17 J 5l £' � a + II- Li 1. tlk,„, :, •••.. ......,_,-,„ -. /,...,!. 00 , � t g �} .:� w.� � ;�� °" � ''� ;ti , ��,' �t � � a.mod ///`� ''� � _� µ ' YET ¢f x ,� 1iNcro *�' t1:1 rr� ^ t / `er. ' CORPORgj�O•..• V 7 __ _ ;_ „'tea **V* _--- '•,f� t P yr 77 �'r v •.� •:'::09 D�NT`c t //� 24 Daily In Customers Per Department .,;-`,�°S.„ .. ..: a.";g e;t. ° ;y 6a mx'w�Mt .yaw �" 'r_�">..�, ..- �" 6'S t"":"r p {qv"'V 'For:::".:.;-,. o"tea a ,aa 2. n .- to ;'4•.."'> E° a+e, g:3Wt ? -0; a_ a ,s „iv " % 7 @ : . g.u'`o $Jervl.ces as/o V^,.-,r �# 'b . /° o :.^ °�&e De�. a Ili r nt ,C-a�.ly.I n , •. ; b ye e ..- 1, !. --"it ;,, '�'' '. � .x * ro �= ,. s al ' , oe e°_p�ct� m;,�. I, c..A n n ,d • ro .�4 � y. �� � � pers �� .� P�r�s�oi��� �. �� rn�e� -0. � • � �. �s ��� R ''' r .s 4° :4• S &� arylabl� �fiomer usto-, on. ° °' a .., p � _" s :af -d �� � .+ ;• b "�s� rs'M,"'.�. ", a.r d". ag t�' " �� ���ry ;° �, ��a'a �a ":'"�* �} ;. „� .A, . m . ;', .''- On e a. a "` : .F '-,u.ston errsrr. z, Cus erg'.-.� ent •a en - ,a~a I i e`rs `.. • � a � .� I Otl n : yin �,t� ' p;�F e �,, �„ 4 y. r�.r .®, a - 4 atr� �. �� gip wa �a. s ah �, -w., ,�&%t_�' +gyp. � -,m ,y�" yn ,, (Prior to ° 4 B�Cur�; t £�' EIe� -onica �'.. r, - , , - ; '4..., ,j& ` ",.. 4' g R . 9` '�`�` f � r° ad � E �y ^s.'a R �°, _A r � e`t c 4;'4�. � �s �a Via:,`� �.°'*k� ,� F .P¢"'�:.r, �tl fs".� i r � 'e a` s 2C 21 Launch a ' Services w . m .t 8 e y . p , , -,"*3. '.. 5- d• s. ',, ,,, i.: ,„.'-..;. _ V-..tl.c;n. .: . k, r 3F . S'.- M a�" ;R^ �; - : a, sn> '.�. ��,a r • �,;. $ -� ,y Q � p e ,�•t '' e`,�; ^ �' � ri +e aE 'y�^ag• - dam,- gty" "°,4 �',. r4y� r. . 'c,m - ` . •� 3r .,.y,,. °ka4 ,�,rs� y � �. °� � a gyp. ��d� 'a�r-4'� �' �� ;T, � _ �§. ;�i s"t�� - ,, °:1 wa. 1 :'" v° ., . a p ; 3 =e:w a•v l *,a S'--' ':"a .': °°"6 -.8 '; pap . i Community ` 110 [ 1V8 ! 84% 9% . , 84% 116% Development i ;y Fire 18 1 ° 94% �,w pe 100% 94% 6 ° r jt Public Works 30 0% 70%0 30%` , /r NGT ryF R o Business '; 40 25 - 38/0 30% 3$/0< , ° r62/o , 3 License tom_,,.:; -- :,5 10 �.Total AI I Dev. 198 .53 �'L� ••.;8 1909 A�'� Services ••........••• v>N a v R , 25 Permit Valuation by Year (2019 -2023 Community Development — 279% Increase Construction Valuation Annually (in millions) 500 _ -- _......._.. . 471 450 -- 400 393 350 _____ m... .�____ _ _ 295 250 - _ - - _ _____ _ .-..- zoo 168 153 1]_Q 170 _ __ e 1-22 124 . 97 124___ �� 78 ��'�UNT I NG p� 50 �. 0 44 ._ 56 ..___. 47 _.__ — of `�...... „ Q`;•.0.0c, RPOHAlFO.•• \ 2019 2020 2021 2022 2023 �0 - '�. ..-- �..ft,. 't (Projected) i C: : _ _ Iti = LL= . : i Residential Valuation Commercial Valuation —Total Valuation �?''y -"`' ~"n �� =C°LINTY ;�i1 26 Permit Counts by Year (2019_2023) Community Development - 20% Increase Community Development# of Permits by Year 12000 --___-- — ---------- -- 9999 8322 8370 8000 _' 6920 - _ __. 6000 _____ _ __. __ - _ __ 4000 2000 __ _- ///�ii� i ill NTINGr �i 'O O`•.•`.•O6POR."..• o f .�, . ----�--- % c�` a 2019 2020 2021 2022 2023 \� U _ .. . _ (projected) \ I — ,�'A :� -! _.... /if)�' Cam i # of Permits Per Year T' '• —_ :-R = CUNTN t ,i' 27 In -Person Customers (2019 -2023 Community Development - 84% Decrease Community Development#of Daily in Person Customer Visits by Year 120 - ...._ ......- .. ._._.._ -- -_ 110 100 60 - _ 39 18 _ .. _ li��NTINGT 2019 2020/2021 2022 2023 2024 �` .. ... .,••_o/j/n� No Online/ (Covid) Online& In-Person Current Projected 1� ;'=_=_.==.7.-___•••�.7 \ Electronic Services Available k -- r _ • ' •(Pre-Covid) ; _ - '. : ‘ 13#of Daily Customers s f = ' -- -��� -;c_ 28 HB StreamlineHB Progress and Pl ...,...„ ,„„.,_,,„„,,„,,,,,,,7„,,:.,„„.„7,„„ . ,,„,„_,,„,,,„:„..,,,,,,,,,,,„,„7, . 1h #,,:„,„,,,., ,,, ,,,„_„,..,,,..,,,,,„„,,,,,,,,„:,,,,„,„„,,,,,,.,,,,.,:414 i.,',;,,. !,,,)_,,,„: ::.!,., '1 �Iner A B ' ' ' ,.'., ,,,,,t,..-,v._ . B Y ( , b +,.'..,�: e',. °c� 4�6 tel 1 x ,�g�r ems' °, 1 _ : . -- _ _; 29 Streamline HB Progress Service ?i _ ., � r 4 `teesekoatett .` 11x 4 k ti.: �� m C Online Services.Platform (ACA) Completed Next phase of improvements customer interface, more business license integration, instant permits Electronic Plan Review Completed Currently at 100% I. Uniform Plan Review Turnaround Times I, Completed In-house plan checkers meet target .;." 98. 0of the=time Development Assistance Team (DAT) Completed DAT has been in place for 15 years; expanded for conceptual plans last 6 years Zoning;Code Updates Completed/Ongoinge. Since 2019: 3 phases completed;'next phase to be completed by end of 2023 Permit Streamlining Completed Eliminated Planning Review/Sign Off for 12 different building permits Qless- Join the Line A 'Completed Comm. Dev Dept. Ex pand to other departments Self-Service & Research Kiosks in Comm. Completed Expand number and availability Dev. Dept. rE departmentsSystemCompletedDept.), 30 Streamline HB Plan • Initial List developed by Dept. Rep. Committee • Committee is currently assessing cost estimates and timing/phasing ❖EXPEDITED PLAN REVIEW +100% OF ALL DEVELOPMENT SERVICES AVAILABLE ONLINE +UNIFORM COUNTER & PHONE HOURS ❖ONE STOP SHOP SERVICE AREA W/ ALL DEPTS ON 1ST FLR +ONE STOP PHONE SYSTEM ❖VIRTUAL APPOINTMENTS ,i�<<'-- �NRPNG.. 'o `•.•ANC ATF •.• � •.LIVE CHAT ON THE WEB 1 ��=-== ``- or —00�NT'� �� \`.`/1 31 Streamline HB Plan ( cont . ❖ UNIFORM CUSTOMER SURVEY SYSTEM + EXPAN D KIOSKS & ADD SCANNERS +OFFER ONLINE SERVICES IN ADDITIONAL LANGUAGES ❖ONLINE SIGNATURE DISCLOSURES ❖ HAPPY OR NOT SYSTEM +AUTOMATIC NOTIFICATIONS FOR INSPECTION TIME FRAME ❖CUSTOMER CONCIERGE / CUSTOMER ADVOCATE PILOT ,�-- ttII l PROGRAM ,/ O ..••,NCORPORgrFOo:,<A +ACA FINE TUNING UPGRADES , � _ ► _ ' _ 71,19D9P'• * *NOTE: Cost estimates are being developed for each item Fob.OW CPS,/ 32 "..` � k , s -' , " „yr - a a a " a,, -,# C.. * a � a , � �;-',,4"..;:*,;,,,,,", "-”:":!,.::":"";-,,:":::,:i:":„ii",,,7',""ilii/1: Questions ? aD ,... s �a'B k ry ,„ s 4 m x a :� 5 ark °a axa x 1 �' ."°1:4';'''''''''''''ii17214. . 4°� �^�tl f- 1ec. � " S .,0 f it ;,41...lik-;--?-',„7.,...t.-11°,-.7i, —\i:-.,,41/Ewpf,17.....fi.r..0:,i..:71N,...,,V1,71„:.t....777.,54,..,:,, ,,j .1,3,1;,ibe:,,,,,,,,i,,,i!„..5.,.,:,,,, o wry 4,° : Ire ,,,A-"„.„'„, y„:„ t q a "� : , a.,.« .. 4 f ` '.5'Pxk .. , •- 9 rya '; •s � ,qn �a` t ,', * ,1 `'�y MI. A rm .�, ' • .:� 4.:i'S:''';','Ii411AikVitigral:!';:,''',,4:-''44'"7f41;!4''.7 IN.,,,,tal.,‘..,..v. . , . c*- . '. ` 'IttiP4X4.41:7•2z' ;'` 111:1?4,,,,..:„44,44/;,14,;;W.it..y.;Z,._.!..-44.—44,.:-.0444.,.•,4,44'4,4?";?C':'' nrsiktiOi*, d y 33 t P1OVi 1 7-0 . 2000 Main Street, / vv3 iNcr0 Huntington Beach,CA 92648 ? City of Huntington Beach �UUNTY ,P�\/ File #: 23-321 MEETING DATE: 4/4/2023 Item submitted by Councilmember McKeon - One Stop Shop Update Direct the City Manager to continue providing quarterly updates to City Council and to return to City Council with a proposed scope of work and timeline (i.e. schedule) showing when the One Stop Shop will be implemented at City Hall in order to cut the red tape and roll out the red carpet for businesses and improve customer service to our residents and visitors. Please also provide any items needed from the City Council in order to streamline this endeavor for maximum success. City of Huntington Beach Page 1 of 1 Printed on 3/29/2023 powel1394 LegistarT"" CITY OF HUNTINGTON BEACH CITY COUNCIL MEETING — COUNCIL MEMBER ITEMS REPORT TO: Honorable Mayor and City Council FROM: Casey McKeon, Council Member DATE: April 4, 2023 SUBJECT: One Stop Shop Update ISSUE STATEMENT On October 4, 2022, Councilmember Erik Peterson brought a Council Member Item (i.e., H-Item) to City Council, which passed, directing the "City Manager to evaluate best practices and implement a customer-centric, inter-departmental one stop shop system. If deemed appropriate by the City Manager,the development of a position to lead the one stop shop with demonstrated experience establishing, leading and managing an effective inter-departmental one-stop shop program could be considered. " That City Council action also came with direction to the City Manager that "At a minimum, the City Council should receive updates in open session from the City Manager every three months beginning January 2023 until the one stop shop is fully implemented or City Council directs otherwise." For background, in his October 2022 initiative, Councilmember Peterson explained that the City of Huntington Beach has been continuously experiencing investment in buildings and properties both in the residential and commercial markets.All have to work through the City to get a variety of approvals and permits required by Federal, State and/or local laws and policies. The goal of the City team should be to minimize the difficulty in navigating these regulations and policies for those who want to invest in buildings and properties within Huntington Beach. As economic development is one of the City Council's strategic priorities, the City should strive to provide first class customer service and the most efficient, business-friendly experiences possible. A next step in the evolution of the City's efforts to continuously innovate and improve, is to build upon the City's Permit Center by developing and implementing a customer-centric, all-on-one- floor, inter-departmental One Stop Shop system for development projects, and other functions such as business licenses, etc. It should include all practices, process improvements, procedures, fees, data collection, staffing considerations, and an in-person facility that facilitates investment in Huntington Beach with increased consistency, certainty, and efficiency for all. Fortunately, the City has a 24/7 online customer service portal for the community's permitting needs; it is anticipated that ongoing improvements will be made to the online services to parallel the in- person services developed as part of the One Stop Shop effort. 1091 To provide the foundation for developing the One Stop Shop, the City issued a request for proposals(RFP) in November 2022 to implement a Customer Service Excellence effort for the City of Huntington Beach. From that RFP process, in January 2023, Jennifer Coyle from North Star Consulting was selected to provide extensive assessments of the City's opportunities for service improvements, and Dennis Snow from Snow & Associates was selected to deliver presentations to all staff in early May. A series of training sessions will follow over the remainder of the year to approximately 250 members of the OneHB Team. Between May through July 2023,the City Team will be arranging tours of existing One Stop Shops in the region to understand the range of considerations for Huntington Beach within the context of the Customer Service Excellence effort and the objectives of the City Council. It is my desire to continue with this focused effort on serving the community in this way. RECOMMENDATION Direct the City Manager to continue providing quarterly updates to City Council and to return to City Council with a proposed scope of work and timeline (i.e. schedule) showing when the One Stop Shop will be implemented at City Hall in order to cut the red tape and roll out the red carpet for businesses and improve customer service to our residents and visitors. Please also provide any items needed from the City Council in order to streamline this endeavor for maximum success. STRATEGIC PLAN GOAL Community Engagement, Economic Development & Housing, Infrastructure & Parks, Fiscal Sustainability Attachment: 1. October 4, 2022 Council Member Item - Establishing a One Stop Shop Development Services Center 1092 FE CITY OF HUNTINGTON BEACH CITY COUNCIL MEETING—COUNCIL MEMBER ITEM REPORT TO: The Honorable Mayor and City Council FROM: Erik Peterson, City Council Member DATE: October 4, 2022 SUBJECT: Establishing a One-Stop Development Services Center The City of Huntington Beach is continuously experiencing investment in buildings and properties in both in the residential and commercial markets. All have to work through the City to get a variety of approvals and permits required by Federal, State and/or local laws and policies. The goal of the City team should be to minimize the difficulty in navigating these regulations and policies for those who want to invest in buildings and properties within Huntington Beach. As economic development is one of the City Council's strategic priorities, the City should strive to provide first class customer service and the most efficient, business-friendly experiences possible. A next step in the evolution of the City's efforts to continuously innovate and improve, is to build upon the City's permit center by developing and implementing a customer- centric, all-on-one-floor inter-departmental one-stop-shop system for private development projects. It should include all practices, procedures, fees, data collection, and an in-person facility that facilitates investment in Huntington Beach with increased consistency, certainty, and efficiency for all. There is no fiscal impact with this request; however, it is anticipated that components of this request will have fiscal impacts that require city council consideration at a later time. RECOMMENDED ACTION Request the City Manager to evaluate best practices and implement a customer-centric, inter- departmental one stop shop system as described above. If deemed appropriate by the City Manager, the development of a position to lead the one stop shop with demonstrated experience establishing, leading and managing an effective inter-departmental one stop shop program could be considered. At a minimum, the City Council should receive updates in open session from the City Manager every three months beginning January 2023 until the one stop shop is fully implemented or City Council directs otherwise. 1093