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Palm Beach County Regulatory Climate Workshop
Palm Beach County Regulatory Climate Workshop
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Break-Out SessionBreak-Out Session
Break-Out SessionDiscussion Questions
Question 1
Based on what you learned from the research survey data and your personal experience, what are the (a) challenges and (b) opportunities to improve the way the public and private sectors do business in Palm Beach County relative to:(i) Customer Service; (ii) Communication; (iii) Procedure Process / Predictability: and (iv) Documents and Interpretation?
Question 2
What are the: (a) realistic, measurable, and specific actions you recommend to promote positive change; and (b) who are the key stake holders that must have accountability for leading those changes?
Break-Out SessionDiscussion Questions
Question 1
Based on what you learned from the research survey data and your personal experience, what are the (a) challenges and (b) opportunities to improve the way the public and private sectors do business in Palm Beach County relative to:(i) Customer Service; (ii) Communication; (iii) Procedure Process / Predictability: and (iv) Documents and Interpretation?
Question 2
What are the: (a) realistic, measurable, and specific actions you recommend to promote positive change; and (b) who are the key stake holders that must have accountability for leading those changes?
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Interview SummaryInterview Summary
Interview Sub-Committee• 3 Public Sector Volunteers• 3 Private Sector Volunteers
Drafted 50 question interview • Customer Service• Communication • Procedure/Predictability• Documents/Interpretation
Interview Sub-Committee• 3 Public Sector Volunteers• 3 Private Sector Volunteers
Drafted 50 question interview • Customer Service• Communication • Procedure/Predictability• Documents/Interpretation
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Interview SummaryInterview Summary
Method of Interviews• Same questions for everyone• Anonymous• Administered by same sector and discipline
Who Responded• 37 Private Sector• 37 Public Sector• Mix of Disciplines and Gov’t Agencies
Method of Interviews• Same questions for everyone• Anonymous• Administered by same sector and discipline
Who Responded• 37 Private Sector• 37 Public Sector• Mix of Disciplines and Gov’t Agencies
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Interview SummaryInterview Summary
4 Categories:
Customer Service
Communication
Process & Predictability
Documents & Interpretation
4 Categories:
Customer Service
Communication
Process & Predictability
Documents & Interpretation
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Customer ServiceCustomer Service
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Customer ServiceCustomer Service
Important to both Sectors:
• Clear and consistent expectations
• Creating Value & Quality Development
• Pro-Active in conflict resolution
Public-Taking ownership of process
Private-Both sectors to be accessible
Important to both Sectors:
• Clear and consistent expectations
• Creating Value & Quality Development
• Pro-Active in conflict resolution
Public-Taking ownership of process
Private-Both sectors to be accessible
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Customer ServiceCustomer Service
Primary Objectives
Primary Objectives
Public-Quality of Development69%
Private-Create Value for Clients/Generating Profits-73%
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Customer ServiceCustomer Service
Types of Projects-Perceived Importance
Types of Projects-Perceived Importance
• Both Sectors-Small Business, High-Tech Business
Public-Affordable Housing, Disaster Preparedness
Private-Large Scale Development
• Both Sectors-Small Business, High-Tech Business
Public-Affordable Housing, Disaster Preparedness
Private-Large Scale Development
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Customer ServiceCustomer Service
Relationships
Relationships
Public-Depends on Person/Position
Questions openness of Private
Private-Us Vs. Them Starts with lower level staff
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Customer ServiceCustomer Service
CRITICISMS ACCEPTED?PUBLIC
81%
19%
YES
NO
CRITICISMS ACCEPTED?PRIVATE
35%
65%
YES
NO
Criticisms Accepted Without Recourse
Criticisms Accepted Without Recourse
Public-Depends on Person/Position
Politics, not regs set the tone
Private-Fear of retribution
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Customer ServiceCustomer Service
Best Practices Best PracticesPublic-• Electronic Plan Review
• Web based Permitting
• Expedited Review for Specific Projects
• Pre-Apps
Private-• Immediate, constant follow-up
• Prep. of complete apps
Public-• Electronic Plan Review
• Web based Permitting
• Expedited Review for Specific Projects
• Pre-Apps
Private-• Immediate, constant follow-up
• Prep. of complete apps
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CommunicationCommunication
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CommunicationCommunication
Important to both Sectors:
• Communication & Collaboration between different Departments
• Communication & Collaboration between applicant and review depts.
• Accessibility of information between applicant and review depts.
Public-Lack of openness of Private
Private-Overly scrutinized Public
Important to both Sectors:
• Communication & Collaboration between different Departments
• Communication & Collaboration between applicant and review depts.
• Accessibility of information between applicant and review depts.
Public-Lack of openness of Private
Private-Overly scrutinized Public
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CommunicationCommunication
Public Barriers to Communication:
• Lack of understanding, inconsistency
• Attitudes, politics, creates opposing sides
• Volume of workload leads to inaccessibility of staff
Public Barriers to Communication:
• Lack of understanding, inconsistency
• Attitudes, politics, creates opposing sides
• Volume of workload leads to inaccessibility of staff
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CommunicationCommunication
Private Barriers to Communication:
• Lack of response and urgency
• Little in-house coordination between depts.
• Constant changes in regulations, over too many jurisdictions
• Us VS. Them mentality
Private Barriers to Communication:
• Lack of response and urgency
• Little in-house coordination between depts.
• Constant changes in regulations, over too many jurisdictions
• Us VS. Them mentality
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CommunicationCommunication
Communication of Incentives Public Responses
34%
66%Yes
No / NA
Communication of IncentivesPrivate Responses
57% 43%Yes
No / NA
Communication of Incentives
Communication of Incentives
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CommunicationCommunication
Is the Opportunity to Meet Pre-Application Being Utilized?All Responses
6%
94% YES
NO / N/A
Pre-ApplicationsPre-Applications
• Make Pre-App Mandatory,• Offer more “How-To” info, presentations• Make Pre-App Mandatory,• Offer more “How-To” info, presentations
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CommunicationCommunication
Best Practices Best Practices
• Training sessions, Continuing Ed.
• Professional lunches, meetings
• Face-to-Face project meetings
• Training sessions, Continuing Ed.
• Professional lunches, meetings
• Face-to-Face project meetings
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Process/PredictabilityProcess/Predictability
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PredictabilityPredictability
Predictability/TimingPredictability/Timing
Both sectors found extremely importantBoth sectors found extremely important
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Process/PredictabilityProcess/Predictability
Cost/Ability to Proceed Through Process
Cost/Ability to Proceed Through Process
Private-High Importance on CostAbility to proceed through processPrivate-High Importance on CostAbility to proceed through process
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Process/PredictabilityProcess/Predictability
FlexibilityFlexibility
Public-Prefers moderate flexibilityPrivate-Prefers more flexibility
Public-Prefers moderate flexibilityPrivate-Prefers more flexibility
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Process/PredictabilityProcess/Predictability
Perceived Rating of the Current Relationship Between the Private and Public Sectors
Public Responses
30%
13%
57%Good
Bad
Other
Current RelationshipCurrent Relationship
Public-Lack of info, understanding
Ignorance of regulations
Politics
Lack of flexibility
Need for training
Controversial relationships
Public-Lack of info, understanding
Ignorance of regulations
Politics
Lack of flexibility
Need for training
Controversial relationships
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Process/PredictabilityProcess/Predictability
Perceived Rating of the Current Relationship Between the Private and Public Sectors
Private Responses
4%
46% 50% Good
Bad
Other
Current RelationshipCurrent RelationshipPrivate-
Us vs. Them mentality
Inflexibility of staff
Focus on small details
Too much scrutiny
Cynical attitudes
Staff won’t make decisions
Private-
Us vs. Them mentality
Inflexibility of staff
Focus on small details
Too much scrutiny
Cynical attitudes
Staff won’t make decisions
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Process/PredictabilityProcess/Predictability
Best Practices Best PracticesPublic-• Expedited Plan Review• Concurrent Review• Electronic submittals• See handout…..
Private-• Internal Quality Control of Submissions• Strategic timing of submittals• Follow-Up with tenured staff who can make decisions
Public-• Expedited Plan Review• Concurrent Review• Electronic submittals• See handout…..
Private-• Internal Quality Control of Submissions• Strategic timing of submittals• Follow-Up with tenured staff who can make decisions
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Documents/InterpretationDocuments/Interpretation
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Documents/InterpretationDocuments/Interpretation
Consistent InterpretationConsistent Interpretation
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Documents/InterpretationDocuments/Interpretation
Strict ComplianceStrict Compliance
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Documents/InterpretationDocuments/Interpretation
FlexibilityFlexibility
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Documents/InterpretationDocuments/Interpretation
Perceived Importance of Flexible Versus Restrictive Code Interpretation
All ResponsesN/A3%
Restrictive24%
Flexible73%
Rigid/Flexible Documents
Rigid/Flexible Documents
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Documents/InterpretationDocuments/Interpretation
Framework HindranceTo Development
Framework HindranceTo Development
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Documents/InterpretationDocuments/Interpretation
Framework a HindranceTo New Business
Framework a HindranceTo New Business
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Documents/InterpretationDocuments/Interpretation
Flaws/Need for Improvements
Flaws/Need for ImprovementsPublic-
• Consistency of application & enforcement across jurisdictions• Complying with Code • Poor submittal preparation
Private-• Provide flexibility in Codes• Consistent interpretations• Empower staff to make decisions
Public-• Consistency of application & enforcement across jurisdictions• Complying with Code • Poor submittal preparation
Private-• Provide flexibility in Codes• Consistent interpretations• Empower staff to make decisions
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• Each Table will choose a group leader
• 1 hour time limit-complete 2 questions
• 15 minute break-Group Leader, not so fast
• 15 minutes to consolidate findings
• Present joint findings to group
• Each Table will choose a group leader
• 1 hour time limit-complete 2 questions
• 15 minute break-Group Leader, not so fast
• 15 minutes to consolidate findings
• Present joint findings to group Break-Out SessionBreak-Out Session
Break-Out SessionBreak-Out Session
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Break-Out SessionBreak-Out Session
Break-Out SessionDiscussion Questions
Question 1
Based on what you learned from the research survey data and your personal experience, what are the (a) challenges and (b) opportunities to improve the way the public and private sectors do business in Palm Beach County relative to:(i) Customer Service; (ii) Communication; (iii) Procedure Process / Predictability: and (iv) Documents and Interpretation?
Question 2
What are the: (a) realistic, measurable, and specific actions you recommend to promote positive change; and (b) who are the key stake holders that must have accountability for leading those changes?
Break-Out SessionDiscussion Questions
Question 1
Based on what you learned from the research survey data and your personal experience, what are the (a) challenges and (b) opportunities to improve the way the public and private sectors do business in Palm Beach County relative to:(i) Customer Service; (ii) Communication; (iii) Procedure Process / Predictability: and (iv) Documents and Interpretation?
Question 2
What are the: (a) realistic, measurable, and specific actions you recommend to promote positive change; and (b) who are the key stake holders that must have accountability for leading those changes?
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Palm Beach County Regulatory Climate Workshop
Palm Beach County Regulatory Climate Workshop