HomeMy WebLinkAboutStreamline Surf City Update - City Manager's Report (2) 2000 Main Street,
oF�..:,�a •=x, Huntington Beach,CA
92648
City of Huntington Beach
File #: 24-529 MEETING DATE: 8/6/2024
Streamline Surf City Update
City of Huntington Beach Page 1 of 1 Printed on 7/31/2024
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Overview
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• STREAMLINE SURF CITY IS A LARGE-SCALE EFFORT TO PROVIDE THE MOST READILY AVAILABLE, EFFICIENT,
AND USER-FRIENDLY SERVICES IN RELATION TO ALL DEVELOPMENT SERVICES & PERMITTING
• STREAMLINE SURF CITY GOES BEYOND AN IN PERSON "ONE STOP SHOP" AND EXTENDS TO A WIDE-RANGE
OF SERVICES COMPRISED OF 28 INITIATIVES TO IMPROVE THE PERMITTING PROCESS
• AS OF TODAY, 12 OF THE 28 INITIATIVES HAVE BEEN COMPLETED & 8 ARE CURRENTLY IN PROGRESS
• SINCE IMPLEMENTING ONLINE SERVICES, DATA SHOWS A CONTINUAL DECLINE OF IN PERSON VISITORS AT
CITY HALL, AND A STEADY INCREASE OF CUSTOMERS SOLELY UTILIZING ONLINE SERVICES
• THE ONLINE AVAILABILITY OF INFORMATION, APPLICATIONS, PERMITS, PROJECT STATUS AND INSPECTION
SCHEDULING HAS ELIMINATED MANY VISITS TO CITY HALL, PROVING TO BE THE MOST USEFUL METHOD IN
STREAMLINED ACCESS TO PERMITTING #i oTING7-0
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• WITH THE POPULARITY OF ONLINE SERVICES, FOCUS HAS SHIFTED AWAY FROM THE IN PERSON ONE STOP
SERVICES, INSTEAD TOWARDS THE OVERALL CUSTOMER SERVICE EXPERIENCE WITH AN EMPHASIS ON THE
LARGEST SERVICE MODEL: ONLINE SERVICING ' .FEB -'`- `Q�i�
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c�GNTY CP�i�
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In Person vs Online
Customer V
o ume
Community Development## of Daily Customers by Year
92
100
84 _
71
50iiiiiiIEuiH
39
24
2019 2020/2021 2022 2023 2024 2025
No Online/ (Covid) Online & In- Online & In- Current Projected
Electronic Person Person
Services Available Available ii iNGTO�
(Pre-Covid) �o°'o? gNoRPORA 2..
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—# of Customers Served Online # of Customers Served In Person �\� _-_,. y,- :,,
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Milestone Map •
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COMPLETED' -ii,: ei•_, '.,. '-
Iw P.146:61t ss� VPCaMi
Customer Service I .
Online Services. Automatic.
Satisfaction` 1 Uniform°Plan Check i Online Signature One StopShop Uniform Counter,&
Meosuiement _Platform(Accela I i,Turnaround Times. Disclosures `` Inspection,Time- Phone�Hours
CitizenpAccess� _ Notifications i'hvnetSyst m ; -
ry system.�LL3 .__ ..
(` One Approval }
Personalized. Mobile App for Accela Upgrade& Revise Process
Expedited Plan f Building Permits CustomerQueuing I '
Review (Planning Review System(Qless) Concierge/ inspection Migration to the through Custome r
Customer Advocate Scheduling. Cloud _tens
Elimination)'
Re ular Reporting Self Service&' Electronic.Pla g p g n Instant-Re-Roof' ,ACA Fine Tuning �tiveChat- All Services on ,
of Data Research Stations } Review Permits ,- Upgrades Customer Help One Floor,-
'• Development One Stop Shop. Automated Permit Zoning Expand Customer • ° Virtual
Updated Website Assistance Team - • Issuance u n ; Code/Municipai` Kiosks&ddd '
II amoursupon Appoir�tnents° �
(DAA)� Payment„-' Code Updates canners r�(i���NTINUTO
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KEY „.., .,,,,
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ACCOMPLISHMENTS
Completed
• INSTANT SOLAR PERMITS (WI SOLAR APP+) next ,.� j.
0 click he nore information
• ELECTRONIC INSPECTION JOB CARDS -,
• CUSTOMER SATISFACTION SURVEYS AT .
LICENSE/PERMIT ISSUANCE & PROJECT
COMPLETION
• REGULAR REPORTING & ANALYSIS OF DATA
• HIRED (1) ADDITIONAL CITY PLAN CHECKER (KEEP 01<,\;NTPNcro��\
MORE PLANS "IN-HOUSE") 'i `_1 I ----- - - • -s, \
• EXPEDITED PLAN REVIEW _ :,��`
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STREAMLINE
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SPECIAI_IST TEAM ,: ,.... 0 wee To 455757.row
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STREAMLINE
45u1R,,F CITY
9, Collaborate directly with Streamline Specialists
In January 2024 the Streamline Specialist team was CA Guidance&support for preliminary project needs
q, We are here from beginning to end for your project
formed. This team of representatives from each
q4 Navigate project hurdles seamlessly ,A,
development services department is dedicated to helping -V-
c....„ Open your business faster!
businesses navigate the permitting process and ultimately aion&
obtain their certificate of occupancy faster. The Streamline ,
Specialist team is essentially a virtual One Stop Shop,
allowing applicants to schedule appointments and t„„714-375-51142 p j streamline@surkity-hb.org FB
conduct virtual sessions with permitting and plan check
specialists across every development department. This
extension beyond our online services, adds a personal oesz,#<,11.\\,..\•,:,1:,,-....................................
touch that is welcoming and supportive to new businesses ,$.,.. : ------
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in the city.
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TEAM OF SENIOR STAFF FROM ALL DEVELOPMENT DEPARTMENTS
• COMMUNITY DEVELOPMENT: MELANIE WOO
MEETTH E TEAM • PUBLIC WORKS: BOB MILANI
• BUSINESS LICENSE: ELISABETH FERGUSON
• FIRE PREVENTION: STEVE EROS
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, STREAMLINE
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G ` �'='� *, �' Connect with a Specialist
t. (74 1 )375 5142 �` 9s
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.:� streamline@surfcity-hb.org ,,1,4
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,--a " - — ° _ Huntington Beach,CA 92648
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THE DATA SHOWS : .N.,.... s.
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"Your online ' '° -
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system p I
is the best" f`
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r'� "You're awesome!
INSTANT' O,�LAR APQ' Wish I could clone you
CERTIFICATE OF OCCUPANCY PERMITTING: 70% OF ALL and bring you to other
(COFO) ISSUANCE: 23% SOLAR PERMITS ARE T „` 5A 1e;F". 10"� cities!"
INCREASE SINCE THIS TIME UTILIZING THE INSTANT '�g° a'
LAST YEAR SOLAR PERMITSaCOLLAB W/ r ,
e. SOLAR P
' • ��i �NT I N GTE
�I0 Off.•••• oRPoegrFo.,.��%,
; � �_ � IN.HOUSE`:PLANREVIEW T LTR/t EM REQUESTS °, •
.'4 :-.•., . CCcE. At TURNAROUNDSMEETING OUR INNOVATIVE.SERVICES . LI. --�, ;.•---�r , �� � •spy\`
( .}` A .JU O ` TARGET GOAL: IJa% TO OTHERCITI.ES 3 = '1
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COMING
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INSTANT RE-ROOF PERMITS
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, er .'o?PURgT . �IO f : f° r -- �MOBILE APP FOR INSPECT ON SC EDU L°I,NG�. ., $ �; g
• "INSPECTOR ON THE WAY" MOBILE NOTIFICATIONS �c' _-" r 1
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