Application of Lean Six Sigma to Ventura County’s Discretionary Permit Process

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Application of Lean Six Sigma to Ventura Countys
Discretionary Permit Process

• Kim Prillhart, Planning Director
• County of Ventura
• Planning Division

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What is Lean Six Sigma?
Lean Six Sigma addresses the following key
areas Who is your customer? Is your service
improving? How do you measure improvement? Show
me the data!
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Lean Six Sigma Now Implemented by Many Industries

• Began with Toyota Motorola in the later 1980s,
  but no longer limited to manufacturing.
• Government (DoD, State of Iowa, City of Fort
  Wayne)
• Boeing, Ford, Johnson Johnson, Merck,
  McGraw-Hill

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Application of Lean Six Sigma to the Countys
Discretionary Permit Process

• The Value Stream identified procedures and
  policies that guide County staff review of
  discretionary permits.
• Assembled a team of Subject Matter Experts from
  12 departments
• Planning Environmental Health
• Public Works Agency Integrated Waste Management,
  Transportation, Development Services
• Agricultural Commissioners Office
• Air Pollution Control District
• Watershed Protection District Surface Water
  Quality Division, Groundwater Division, and
  Planning/Regulatory Division, Floodplain
  Management
• Fire Protection District
• Former Agency Director functioned Voice of the
  Customer

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Application of Lean Six Sigma to the Countys
Discretionary Permit Process

• 5-day Kaizen Event
• Enable groups to drive improvement quickly
• Produce significant and measureable results in a
  short amount of time
• Tap the knowledge and experience of subject
  matter experts
• Produce knowledge and promising new practices
  that may be shared throughout the County

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Application of Lean Six Sigma to the Countys
Discretionary Permit Process

• A Value Stream Map uses simple graphics (like a
  workflow chart) to show the sequence or movement
  of information, materials, and actions.
• Create a Current State Map
• Create Ideal State Map
• Create Future State Map

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Value Stream Mapping
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Application of Lean Six Sigma to the Countys
Discretionary Permit Process

• The Visual Stream Analysis and Mapping resulted
  in a Countywide Discretionary Permit Process
  Get-to-Excellence Plan (GTEP).
• Executed the Plan through a consolidated
  interagency effort.
• Agreed upon Metrics were identified and are
  collected and analyzed on a regular basis to
  evaluate the effectiveness of the new processes.
• The Metrics provide feedback into the process for
  necessary adjustments.

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Get-to-Excellence Plan
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Discretionary Permit Process Performance Metrics

• All discretionary permits submitted by permit
  type CUP, PD, PAJ, Mods, Variance, Parcel Map
  Waiver, Zone Change, General Plan Amendment
  Ordinance Amendment
• Mean number of days to reach complete stage
• Percentage number of times applications deemed
  incomplete
• Relationship between new Development Review
  Committee and number of days to reach complete
  stage
• Mean number of days to process Planning
  Director/Planning Commission/Board of Supervisors
  approved discretionary permits (from submittal to
  approval)
• Mean number of days to process permit adjustments

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Baseline Metrics vs. New Metrics Comparison
2006
2007
2008
2009
2010
January 2006 December 2007 Baseline Metrics
Collected
March 2009 September 2010 New Metrics Collected
18 months
2 years
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Mean Number of Days to Reach Complete Stage
13
Mean Number of Days to Process Planning
Director-Approved Discretionary Permit
Applications
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Highlights Improved Teamwork

• Team work across Countywide agencies/departments
• Fostered a sense of shared vision and mission
• Shared accountability and responsibility
• Collaboration in creating and executing a future
  state (new improved work flow)
• Communication and coordination between agencies
  was initiated in areas that were lacking.
• Each department updated and improved
  discretionary project review procedures and
  removed unnecessary overlap.
• Updated the Countys Initial Study Assessment
  Guidelines for environmental review.
• CEQA and General Plan training for other County
  staff was provided and will continue.
• Created regular public/consultant training
  sessions on topical land use development issues.

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Highlights Improved Tools

• Comprehensive discretionary permit application
  was developed.
• One-stop application submittal at the Planning
  Counter was implemented.
• One-stop billing (deposits and fees) through one
  department (Planning) instead of three.

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Highlights Improved Customer Service

• Hired a Discretionary Permit Coordinator.
• Increased face-to-face interface and upfront
  communication with the applicant or applicants
  representative at the pre-submittal stage to
  reduce future project delays.
• Established a new Development Review Committee.
• Created a web-based customer service survey for
  discretionary permit applicants.
• Developed a comprehensive application package.

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GTEP Items Still In Progress

• Develop a one-stop customer-friendly permit
  application website.
• Develop standardized project conditions of
  approval and mitigation measure for all
  departments with discretionary review.
• Identify and address roadblocks to a viable
  condition compliance process.

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Thank you.
Questions? Please contact Kim Prillhart,
Planning Director County of Ventura Kim.Prillhart_at_
Ventura.org [phone]