Permits and Inspections Lean & IT Project


Major City in Wisconsin

 Problem Statement
•    Non Standard tasks are performed from case to case for permits and inspections. 
•    There is huge overlap in the number of people and repetitive administration tasks.
•    No visibility to the number of functions performed by resources.

Objectives
•    Gain clarity on how the tasks are being performed in the different areas
•    Standardize tasks
•    Minimize rework
•    Analyze existing technology to build or buy the next platform

Output

  • Savings identified for Admin Staff and Inspections Team
  • Personalized…
  • Permits and Inspection information when You need it
  • Optimized…
  • See only permits & inspections You need to work on
  • Lean Solutions…
  • Buyin - Built by the staff for the staff


Change Management Plan – better IT and a modified process

Results

  • From 8 to 1 person consolidating data  for entire process. • Focus change from reporting, data collection to service delivery.
  • Additional capacity per day for each team member.
  • Additional hours weekly capacity realized • Move to Compliance • Increase transparency
  • less calls to Front Desk and reduced paperwork. • Efficient management of inspection visits.
  • Improves Field support requests • Reduces overtime needs. • Improves inspectors ability to complete administrative tasks • Increases productivity


Lessons Learnt

  1. Breaking department service delivery to identify the tasks
  2. Sequencing and ranking
  3. Amount of resources utilized and time spent is overwhelming
  4. Dot-voting to show importance
  5. Web based n-tier application with presentation, logic and data separated.
  6. Technology, such as the Permits Processing Application based on Lean principles has the opportunity to change the operating model to build by staff for the staff to reduce rework.

 

HQ 10437 W Innovation Dr Suite 137 Milwaukee, WI 53226-4815 TollFree 866-363-9929 or 414-208-4967 ( Direct )   
Asian HQ Suite 704 Vashi InfoTech Park, Bombay, India European HQ Intersection of Ryskulov St, Manas Ave, Bishkek, Kyrgyzstan