We want to improve our customer experience. Our process varies depending on who you ask. The customer interacts with different staff throughout the process and has a disjointed experience.
Business Need
This municipality in South Western Ontario wanted to streamline its site plan application process and improve its customer experience. The current process was not clearly defined, was unnecessarily complicated and inconsistently applied to different customers.
Consultative Approach
Hannah consulted with stakeholders (City staff, Contractors, Builder, etc.) to identify a streamlined process that met all of the requirements and was easy to understand. Hannah documented it in a succinct, visual brochure and a more detailed Reference Manual.
In-Person Training Sessions
Once the process was designed and documented, Hannah and her team designed and facilitated in-person courses for City Staff, industry developers, planners and consultants.
Learn More
- Click here to view the Tri-fold Brochure outlining the process.
- Learn how Hannah creates custom-designed development programs.
- Learn about Hannah’s approach to facilitation.
This project was completed through Benchmark Performance.
