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October 23, 2008 (MINNEAPOLIS) - The new Minneapolis Development Review is a customer service success for residents, developers, and businesses in the City. After two years of work to significantly improve the way the city reviews and issues construction-related permits and licenses, processing times are down dramatically and customer satisfaction has reached new highs. In 2004, customer satisfaction with the City’s development review services was 68 percent. Today, that number is 93 percent.

When developers or residents want to start a construction or remodeling project, they’re required to seek permits from the City. The new Minneapolis Development Review has made more than 100 operational changes and improvements over the City’s previous permitting system. For the first time, many City of Minneapolis development services are now located in one place rather than in separate buildings. The new space, located in the Minneapolis Public Service Center, is twice the size of the old space, and brings together services including Community Planning and Economic Development, construction code services plan review, environmental health, business licensing, housing, and inspections.

Being in close proximity to one another creates efficiency and means staff can more easily consult with one another. Customers are no longer forced to start the process in one building and trek to another to continue the development application process. The new model makes it much easier for customers to avoid confusion and take care of everything they need before moving ahead with their projects.

Because of the enhanced coordination between different City development functions, processing times have dropped by more than 75 percent. Three years ago, it took an average of 37 business days for the City of Minneapolis to complete formal plan routing for Preliminary Development Review. Today, that number is down to just nine business days.

“With a relentless focus on innovation and efficiency, the City of Minneapolis has made it easier for our residents and businesses to build, repair or grow their homes and businesses,” said Mayor R.T. Rybak. “With the hard work of our City staff, we took a system that was confusing and too slow, and we turned it into a new system that works better on every level. When government works smarter, everyone benefits; residents and businesses are supported in the work they’re doing to help build a stronger Minneapolis.”

“Our hard work is paying off. We know we are on the right track because our customers are telling us so,” said Inspections Director Henry Reimer. “We are committed to continue our efforts to improve and streamline the city’s regulatory processes.”

Since the construction industry relies on very tight schedules to complete projects, customers base much of their satisfaction on how quickly they can receive construction inspections as part of the development process. Before 2006, the City of Minneapolis did not have a standard response time to conduct requested inspections. In 2006, a standard was set at 72 hours, and in January 2008, the standard was tightened even further, calling for City inspections within 48 hours of a request. City staff is now meeting that standard 98 percent of the time.

Starting in February 2008, remodeling began to create a central work location that integrates staff from several departments. Over the course of six months, Public Works staff and their contractors constructed a new public waiting area, public service counter and office area that is more efficient for staff and more attractive and convenient for customers. An automated customer flow system (Q-Matic) was installed in April 2008. This system gives the City the ability to more effectively manage staff and triage customers. It also gives staff the ability to monitor customer wait times and track customers through their development review process. The new MDR space also includes a kiosk where customers can do historical research on properties.