Reform area 4: Streamline processes to improve the customer experience

Design internal and external efficiencies in the approvals process based on the small business customer journey to create a better experience for applicants and Shire officers.

4.1 Investigate the opportunity to reduce approval timeframes through parallel processes for planning, building and health applications, by mapping the process and identifying any dependencies.

4.2 Simplify the most commonly used forms by small businesses to improve the approvals process and experience.

4.3 Design a series of bespoke email templates for each technical area, which acknowledges receipt of the application and provides a visual roadmap of the assessment and approvals process.

4.4 Investigate the opportunity for further delegation to Shire of Esperance officers for small business approvals covering, but not limited to, neighbour objections during advertising

Approvals

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1 Timeframe indicates how long the reform will take once the Shire of Esperance commences implementation of the specific actions.

Lead: Business Specialist Team Support: External Services

Lead: Business Specialist Team Support: External Services, Marketing and Communications, Information Technology

Lead: External Services

Support: Marketing and Communications, Information Technology

Lead: Statutory Services Support: Directors, Governance

2 Return on investment describes the benefit from the point of view of the small business customer (high, medium or low) where effort is from the point of view of the Shire of Esperance.