- Weekly online posting of approved Building Permits
- Not regulatory requirement - done for added transparency, exceeding standard for municipalities
- Signage placed on sites of proposed rezonings and significant proposed developments for increased public awareness
- Free online business search tool, allowing anyone to search for the name of a business or contractor to see if there is a valid license
- Create customer survey to generate feedback and find service gaps
- Set consistent steps for Business License reviews
- Set clear steps to speed up Building Permit reviews
- Review workflows for unnecessary steps and to reduce delays
- Update review processes to improve timeline tracking and accountability
- Track and publish quarterly permit application processing time reports
- Set clear steps for Engineering reviews to reduce delays
- Implement fully digital permitting process for better tracking, organization and communication with applicants
Continuous Improvement Program ensuring high quality Planning and Development customer experience
The City of Medicine Hat’s Planning and Development Services department has implemented a Continuous Improvement Program, intended to continuously review department processes and procedures, including tracking timelines for approvals. The intent is to ensure a predictable, transparent, and user-friendly customer experience through a commitment to identify areas for improvement, especially those related to efficiency and communication with applicants, the public and all interest holders.
The program was launched in summer 2024. Program work has focused on identifying and creating simpler steps, clearer communication, better tracking, and faster, more transparent service for applicants, staff, and the community. Staff have undertaken these efforts as time and resources permit, in addition to standard operations. Processes will be reviewed for improvements on a continuous basis, supporting quality growth and efficient service delivery.
Program initiatives to date
- Review application coordination to shorten timelines and improve service
- Update Occupancy Permit process to improve tracking and business license coordination
- Review tracking tools to measure timelines and look for opportunities for improvement
- Review Planning Application process to simplify payments and track Engineering reviews
- Review user guides to ensure up-to-date, concise and relevant
- Review and update TCC process to identify areas of improvement and efficiency
- Goal: To provide further clarity to program and process to support development community and internal partners
- Create project guide and associated checklists to help applicants submit complete applications
- Review use of AI Tools to support better processes
- Create plain language service manual for staff and applicants
- Review pre-application process to improve tracking and better transition to complete applications
“We understand that the development process is complex, expansive, and has many vital elements within it that may feel overwhelming for users,“ said Conrad Westerson, Manager of Engineering and Safety Codes Services with Planning and Development Services. “Applicants and the community have varied levels of comfort and understanding of the development process, and it can be difficult to tailor these processes to meet the diverse needs of these users. This Continuous Improvement Program is a key part of our commitment to adaptation and meeting the public’s ever-changing needs within the development process.”
Residents, developers and business owners who’ve navigated any of these processes are encouraged to fill out Planning and Development Services’ feedback form. This feedback helps the department make forms, checklists, and instructions clearer.
The City will continue to provide Continuous Improvement Program updates annually, and as significant initiatives are completed.
For media inquiries, please contact:
media@medicinehat.ca
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