Case Study / A rapidly growing urban council
Significant growth within the district resulted in an increase in resource consent applications and associated activities. Concerns were raised around the Councils ability to meet Resource Management Act timeframes, increased processing costs, and an apparent lack of action to address concerns raised.
At the start of the project 61% of applications were being outsourced to external consultants, adding to costs for the Council.
60% were not being processed within statutory timeframes.
87% increase in applications processed on time
50% reduction in outsourced processing
10% increase in time available to technical staff for specialised work
LSI mapped the key stages of processing consents, understanding and applying time standards to each stage. A vetting and prioritisation process was introduced at the front end of the overall process journey.
When we started the review, most skilled staff spent only 37% of their time on actual technical activities. It was crucial to increase this ratio to improve performance.
A new management system was implemented to more effectively plan resources, monitor work and take corrective actions accordingly. This included:
Services Level Agreements were introduced for consultants and areas of council who provided input into the process, to ensure timeframes were effectively managed and clarity was able to be provided around input and outputs between relevant parties. Consultants were engaged in longer term contracts to further build relationships and ensure a quality product was delivered within the required timeframes.
Proven Success: Real-World Results from Our Clients
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