Streamlined Residential Permitting Review Program

About the Program

Category: Community and Economic Development (Best in Category)

Year: 2013

In early 2012, Kitsap County’s Department of Community Development embarked on a mission to improve the single family residence permitting process. Facing a 15% increase in overall permit submittals and a financial inability to hire new staff, the department implemented Lean Methodologies to improve the overall customer experience and reduce residential permitting review times despite the economic challenges. As an outcome of this Lean event, the overall service delivery for residential permits improved dramatically. In the first three months following implementation the average lead time for residential permit approval decreased by almost 70% from twenty six to eight days. In addition, the first pass yield (permits approved on the first submittal) increased from 4% pre-Lean to the current 51%. A redesigned customer service center provides face-to-face and personal contact, electronic payment options, free wireless internet, and increased amounts of self-service information including application materials and other options. The improved permitting process provides customers with shorter, more predictable permit turnaround times, benefitting construction planning. This reduces client holding costs and adds certainty and reliability when considering development projects that, in turn, leads to local job growth which improves overall economic development throughout the community.