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September 21 and 22
2 days, 2 disciplines, 2 ways to participate – defining our professional roles and uniting to build more equitable, accessible and inspired communities.
#2GETHER2022
Kitchener’s development services review looked at how the City’s development functions interact and made improvements resulting in clearer accountability, stronger collaboration, and ultimately a better customer experience. For a dynamic and growing city, improving development processes would reap benefits for many stakeholders and the broader community. Creativity and innovation were key to both the review’s design and its outcomes. The review helped create a framework and momentum for continuous improvement in development services, with a focus on the “Lean” methodology. Over 100 staff were directly engaged in completing 18 Lean improvement (kaizen) projects; eight received Lean Green Belt and 46 Lean White Belt certification. This approach built skills and knowledge within the team rather than relying on external consultants; staff now have practical experience to apply to future process improvements. The approach was empowering, as projects will have the highest chance of succeeding when they involve those directly impacted by the outcomes and new ways of working. City staff engaged diverse stakeholders to define a shared vision and carry out Lean reviews of two community-identified priorities. The review significantly improved the site plan and public engagement processes, increased value for customers, and enhanced a continuous-improvement workplace culture. Grounded in a shared vision of a city for everyone and a mission of working together, growing thoughtfully and building community, the review achieved tangible, sustainable results for the organization and community, including better understanding customers’ experiences, reducing barriers to engagement, digitally transforming plan review, and reducing site plan approval time. Kitchener is at the forefront of innovation in municipal development services, with a continuous improvement culture to sustain gains. The creativity and methods key to Kitchener’s success are transferable to other local governments who wish to take a more coordinated approach, enhance collaboration, and communicate effectively with citizens.