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Fast tracking DAs

In 1998, the City of Canning began implementing an Integrated Development Assessment System (IDAS) for Town Planning Approval and Building Licences. The need to improve customer service, remove the frustrating administrative processes that were in place and take advantage of current technology led to the development of this system.

The introduction of the system moved beyond the field of tracking systems to automatic processes. IDAS provides for all applications to be registered and assessed on a paperless basis.

An administrative/customer service operator begins the process by simultaneously referring applications to internal departments within the City, Government agencies, and /or community members for comment. The progress of each application can be monitored by graphical illustration, and reports generated to indicate the workload for each staff member for any given period of time.

Reports placed on the system cannot be altered or tampered with, allowing for a high degree of quality control. The turn around for each stage of the process can also be measured and reported. This allows for any delays to become apparent giving management the chance to remedy the situation.

IDAS has now been in place for over two years. In that time, the original 50 day turn around for some applications has dropped to an average of 20 working days. The need for administrative support has been substantially reduced, freeing valuable staff members to utilise their skills in other tasks.

Council processes approximately 2,000 building licences and 750 planning applications per annum.

In introducing the system, however, there has been a need for a cultural shift including an acceptance and embracing of change.

"Cultural requirements within the Department and within the Local Government infrastructure cannot be belittled," said Chief Executive Officer, Ian Kinner.

"If staff are not willing to embrace technology and the focus of accountability that this system introduces, it is difficult to make it work effectively.

"As can be seen by the process, it generates a high level of accountability and focuses it directly where the accountability lies. This is not always easy for staff to assimilate with."

It is also essential that a high level of quality control be adhered to when the applications are initially registered. Any mistakes at this point can create major difficulties during the process.

The Housing Industry Association has watched the implementation of this system with a high degree of interest. Over the last 12 months, the City has been assessing the possibility of accepting the electronic lodgement of applications. At present, however, the legal ramification of electronic signatures has not been resolved.

It is also hoped to introduce field based technology that will allow officers to carry a palm computer and fill out assessment forms onsite. This will increase the efficiency of the system and decrease the turn around time even further. This system is unique and it can only improve the service that the City provides to its ratepayers well into the future.

For further information on IDAS, contact Penny Wright on (08) 9231 0709.

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