Department 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 Development Does Your Permitting System Look Like This?

Department of Community Development Overview -The Need to Improve Permitting Processes -Kitsap County’s Lean Effort -Lessons Learned -Questions

Department of Community Development Improved Regulatory Environment Enhance Simplify Coordinate Reduce Time

Department of Community Development “Regulatory Reform” Is not about “reducing” critical regulatory standards Is about “reducing” processing times

Department of Community Development Kitsap County Lean Effort : Spot/Silo improvements Public criticism continued 2012 – New Approach Tackled the system not the silos Commissioners championed new approach Team consisted of customers/staff Hired Impact Washington – conducted Kaizen event Implemented corrective actions immediately

Department 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 Development Pre-Lean Metrics WhatTime 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 ReturnsUnknown

Department of Community Development Enhance Focused on the Client/Customer Defined who it is Application process and forms The Lobby

Department of Community Development Customer Service Lobby Before Lean

Department of Community Development Customer Service Lobby After Lean

Department of Community Development Simplify

Department of Community Development Kitsap Lean New Process

Department of Community Development Coordinate

Department of Community Development Visual Controls

Department of Community Development Reduce Wait Time: Kitsap Lean Results Average # Days ToPre – LeanPost-Lean April 2013 Permits Submitted Jan - Apr (23%) First Notification of Permit Issues or Approved 2114 (Target 14) Permit Approval (in-house processing time) 26/3015 (Target 18) Average Days to Issue4118 First Pass Yield (Approved on first try) 4%50% (Target 85%) Reason for ReturnsUnknownStormwater, Critical Areas, Building Client SatisfactionNegativePositive

Department 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 Development Benefits of Lean Process Opportunity to build trust Customers and staff teamed in the process Eliminates waste Time, money for holding costs Increases staff capacity without hiring Short permit review cycles Attracts business Puts local people to work Increases tax coffers

Department of Community Development Lessons Learned Leadership Commitment Critical Resources Consistent Message of Forward Movement Customer/Client Not Always Right But… Critical to Success Results Oriented Make or Break Program Staff Engagement Critical Identify Issues Solve and Implement Solution Don’t Take Incomplete Submittals or Resubmittals

Department 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 Development Questions? Sources State Auditor’s Office – Local Government Performance Center dit/PerformanceCenter/Pages/About.aspx LEAN Enterprise Institute Ken Miller’s Books We Don’t Make Widgets Extreme Government Makeover