In October of 2021, Commissioner Arriola requested that the Information Technology (IT) Department provide regular updates on Tyler Technologies products owned by the City, ensure that the City's investment was being maximized, review performance from the vendor, and discuss strategic goals and recommendations. IT continues a robust assessment of existing technologies, evaluates alternatives, and coordinates with Tyler to streamline services and identify potential gaps.

At the December 14, 2022, Commission Meeting, the City Commission discussed and referred Item R7 D, which sought to direct the City Administration to establish an “Ad hoc Permit Process Improvement Advisory Committee,” to improve the City's regulatory permit processes and customer experiences. The Commission unanimously approved and directed the Administration to return to the City Commission in 120 days to report their progress and any preliminary recommendations. An update was provided for the May 17, 2023 Commission meeting.

In late December 2022, the City Manager assembled an internal committee of staff directly involved with permitting, which included Deputy City Manager Eric Carpenter and management staff of the Building Department, Planning Department, Information Technology (IT) Department, Parking Department, Environmental & Sustainability Department, Fire Department, and Public Works Department. The group established bi-weekly meetings, and one of its first actions included hiring an external consultant to review and provide a comprehensive assessment of the City's current permitting process. Concurrent with the consultant’s review, staff has been meeting either weekly or biweekly for the past six months with the leadership of all the Departments involved in the development review process (Building, Planning, Fire, Public Works, Environment & Sustainability, Parking, and IT). The staff is collaborating on innovative solutions and efficiencies to improve the permitting process and person-to-person interactions and determining how we can improve the customer experience.

The City contracted with Berry, Dunn, McNeil & Parker LLC (“BerryDunn”) on March 22, 2023, to assist in analyzing the City’s development processes from initial due diligence complete through certificate of occupancy or completion in order to assist with both process and productivity improvement and to ensure that its regulations and processes relating to development projects are fair, balanced, and efficient.

Upon receiving a Notice to Proceed, BerryDunn began communicating immediately with the Administration to establish schedules, develop a work plan and proceed with transferring information. BerryDunn divided the project into two phases. In Phase 1, Berry Dunn assessed the current permitting process, including, but not limited to, information-gathering, fact-finding meetings, including focus group sessions with external stakeholders (e.g., property owners, developers, contractors, permit expeditors, and other interested parties, etc.), and as-is process diagrams.

Phase 2 consisted of the consultant’s research, peer benchmarking, recommendations for improvement report and a presentation of its findings and recommendations to the Commission during the September 13, 2023, Commission meeting. The item was not heard and will be discussed at the October 16, 2023 Finance and Economic Resiliency Committee meeting.