Department of Community DevelopmentDepartment of Community Development
“Kitsap County Lean Process –Single Family
Residence”
WSAC’s Professional Development Forum
June 6, 2013
Larry Keeton, Community Development Director
Department of Community DevelopmentDepartment of Community Development
Does Your Permitting System Look Like This?
Department of Community DevelopmentDepartment of Community Development
Overview
- The Need to Improve Permitting Processes
- Kitsap County’s Lean Effort
- Lessons Learned
- Questions
Department of Community DevelopmentDepartment of Community Development
Improved Regulatory Environment
EnhanceSimplify CoordinateReduce Time
Department of Community DevelopmentDepartment of Community Development
“Regulatory Reform”
Is not about “reducing” critical regulatory standards
Is about “reducing” processing times
Department of Community DevelopmentDepartment of Community Development
Kitsap County Lean Effort
2007-2012:Spot/Silo improvementsPublic criticism continued
2012 – New ApproachTackled the system not the silosCommissioners championed new approachTeam consisted of customers/staffHired Impact Washington – conducted Kaizen eventImplemented corrective actions immediately
Department of Community DevelopmentDepartment of Community Development
• Building• Stormwater• Critical Areas• Road Approach• Zoning (Set Backs)• Addressing• Health (Sewer/Water)• Traffic (PW)• Right of Way
Residential Review: Lots of Regulations
Department of Community DevelopmentDepartment of Community Development
Pre-Lean Metrics
What Time
Average Days to First Notification of Issues with Permit (Calendar Days)
21 (maybe)
Average Days to Approve (Calendar days – in house)
26/30
Average Days to Issue (Calendar days)
41
Average First Pass Yield (Approved on first submittal)
4%
Reason for Returns Unknown
Department of Community DevelopmentDepartment of Community Development
Enhance
Focused on the Client/CustomerDefined who it isApplication process and forms
The Lobby
Department of Community DevelopmentDepartment of Community Development
Customer Service Lobby Before Lean
Department of Community DevelopmentDepartment of Community Development
Customer ServiceLobby After Lean
Department of Community DevelopmentDepartment of Community Development
Simplify
Department of Community DevelopmentDepartment of Community Development
Kitsap Lean New Process
Department of Community DevelopmentDepartment of Community Development
Coordinate
Department of Community DevelopmentDepartment of Community Development
Visual Controls
Department of Community DevelopmentDepartment of Community DevelopmentReduce Wait Time: Kitsap Lean
ResultsAverage # Days To Pre – Lean Post-Lean
April 2013
Permits Submitted Jan - Apr
2012119
2013147 (23%)
First Notification of Permit Issues or Approved
21 14(Target 14)
Permit Approval (in-house processing time)
26/30 15 (Target 18)
Average Days to Issue 41 18
First Pass Yield (Approved on first try)
4% 50% (Target 85%)
Reason for Returns Unknown Stormwater, Critical Areas,
Building
Client Satisfaction Negative Positive
Department of Community DevelopmentDepartment of Community Development
Building Mutual Trust: Customer Reaction
“Really? Are you kidding?” I don’t have financing yet.” (Developer)My guys aren’t ready to be mobilized.”“I can put my guys to work?”Thank you. My customers doubted it would be this quick.”“You’re making us contractors look bad.” “I’ll be there within the hour.”“I really believe those people care.” “Kitsap County is Open for Business.” (Developer)
Department of Community DevelopmentDepartment of Community Development
Benefits of Lean Process
Opportunity to build trustCustomers and staff teamed in the process
Eliminates wasteTime, money for holding costsIncreases staff capacity without hiring
Short permit review cyclesAttracts businessPuts local people to workIncreases tax coffers
Department of Community DevelopmentDepartment of Community Development
Lessons LearnedLeadership Commitment Critical
ResourcesConsistent Message of Forward Movement
Customer/Client Not Always Right But…Critical to SuccessResults OrientedMake or Break Program
Staff Engagement CriticalIdentify IssuesSolve and Implement Solution
Don’t Take Incomplete Submittals or Resubmittals
Department of Community DevelopmentDepartment of Community Development
Closing Quotes
“Our focus needs to be on getting a citizen into their dream home or business as quickly as possible.” HBA Past President
“I am an architect who does projects in jurisdictions all around the Seattle area. Kitsap County is, by far, the best agency to work with!” Architect
Department of Community DevelopmentDepartment of Community Development
Questions?
SourcesState Auditor’s Office – Local Government Performance
Centerhttp://www.sao.wa.gov/EN/Audits/PerformanceAudit/PerformanceCenter/Pages/About.aspx
LEAN Enterprise Institutewww.lean.org
Ken Miller’s BooksWe Don’t Make WidgetsExtreme Government Makeover