EVO EXPERIENCE DESIGN

Project Client
City of Edmonton –
Development Services
Project Champions
Development Services Branch Manager

Director, Development Approval, Inspections & Compliance
Project Stakeholders

Lot Grading Inspections

 

Development Permit Landscaping Inspections


Development Permit Inspections


Development Compliance


Building Safety Codes Inspections


Building Safety Codes Compliance


Subdivision Development – Landscaping Inspections


Subdivision Development – Transportation Inspections

Development Services Inspections & Compliance Design Sprint

To effectively support anticipated Zoning bylaw changes, Development Services was looking to explore the feasibility & viability of redesigning the way their services are delivered. All while effectively navigating myriad competing demands, scenarios & requirements across eight different Inspections & Compliance Work Units.

Situation

The Branch Manager & Management team recognized that with a new Zoning Bylaw coming into effect, Development Services Inspections & Compliance services were going to have to manage significantly more complex pressures on three fronts:

 

  • Heightened expectations – from both Industry and Residents – for more timely & convenient Inspection & Enforcement processes & procedures.
  • Challenges arising from providing higher degrees of effective monitoring and due diligence.
  • Increased compliance responsibilities taxing already overburdened service processes.

Action

Development Services engaged participants from a broad cross-section of roles within eight Work Units to participate in this Design Sprint project to:

 

  • Ensure that relevant service delivery stakeholders vetted the feasibility & viability of service delivery streamlining strategies.
  • Clarify high-priority benefits of proposed streamlining & consolidation ideas to avoid unexpected & unwelcome surprises.
  • Surface key obstacles & reveal improvement options that would incur the least risk with the best odds of success, in alignment with the current realities & opportunities identified by frontline staff.

Outcome

Through a series of intensive agile Design Sprint workshops, the Work Units successfully generated innovative options and potentially viable solutions to the complex issues presented by their unique circumstances – all with an eye to driving the positive change that Development Services & its stakeholders were envisioning.


Additionally, the Service Experience Information established a unified platform that all relevant service delivery stakeholders used to inform & guide their decision-making on service improvement strategies, process enhancement prioritization, and stakeholder communication & engagement strategies.

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