The Planning and Development Department presented a comprehensive Process Improvements Report to Phoenix City Council, signaling a significant step forward in enhancing the efficiency and effectiveness of City development processes. The report underscores the department’s commitment to continuous improvement and its dedication to serving the community with excellence.
“Today’s presentation marks a pivotal moment for the department as we aim to make our services more accessible, efficient, and tailored to meet the diverse needs of our community,” said Joshua Bednarek, Director of the Planning and Development Department. “We are deeply committed to elevating the standard of customer service for residents, businesses and developers, and this plan represents a significant stride toward achieving that goal.”
In a collaborative effort to listen and learn from the community, the department organized multiple listening sessions, both internal and external, to gather feedback on areas of improvement. As a result, the department identified three key pillars of service: Personal, Seamless, and Innovative, which will guide strategic efforts in enhancing customer experience.
Personal: Providing customers with a clearer understanding of the project process and key points of contact through expanded organization and function charts.
Seamless: Efforts are underway to empower departmental staff and ensure seamless customer experiences by emphasizing responsiveness and ownership within the department.
Innovative: To enhance service delivery, the department has undergone reorganization to better align teams and managers with the development process, promoting innovation in service models and organizational structures.
The feedback from the listening sessions were essential to crafting the report, reinforcing the department’s dedication to working closely with partners and community members to understand their needs. As part of its ongoing dedication, the department will conduct annual customer listening sessions and produce a yearly Process Improvements Report. The report will not only provide updates on ongoing initiatives but also distill key insights gleaned from recent listening sessions. Furthermore, the department will share the report with the Phoenix City Council annually, fostering transparency and accountability.
Alongside the department’s commitment to fostering a service-oriented culture, the Process Improvements Report delineates numerous initiatives slated for initiation this year, shaped by insights gathered from both customers and staff. These initiatives are categorized into seven distinct action areas:
- Process Enhancements
- Streamlining Plan Reviews and Permit Requirements
- Fostering Enhanced Collaboration
- Introducing New Tools and Resources
- Providing Education for PDD Team Members
- Educating Customers and Boards and Commission Members
- Revisions to Codes and Ordinances
By leveraging cutting-edge technologies and harnessing the collective expertise of a dedicated team of staff, the department has already implemented several recent innovations:
The department is also working on many other projects, including the General Plan Update, Impact Fee Update, Financial Stability Action Plan & Policy, Historic Phoenix Plan Update and SHAPE PHX Release 3.
Learn more about the Planning and Development Department and read the Process Improvements Report here.
