City of Delta reviewed building permit application intake

The challenge

Staff in the City of Delta were facing a rising number of applications, including incomplete submissions. Applicants reported difficulty determining which documents were required and who to contact, and wanted more clarity and shorter processing times.

The approach

Leading Edge interviewed staff at all levels, surveyed developers and applicants, ran a project team workshop and held a focus group with the Urban Development Institute. The qualitative study included interviews with approximately ten staff members and ten applicants about their experience and their suggestions for improving the process.

The result

The preliminary recommendations addressed three focus areas: applicant information and the submission process, application intake and triaging, and teamwork and communication, with the aim of improving overall efficiency and staff and customer satisfaction. The City reported that staff and the development community had identified similar areas for improvement, and that staff would review the findings with the City Manager before moving to implementation.