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Streamlining Processes

Streamlining Processes. MAV Gippsland Referral Workshop Kerrie Homan. Our legislative framework and role. Melbourne Water is the Regional Drainage Authority for the greater Melbourne area under the Water Act 1989

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Streamlining Processes

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  1. Streamlining Processes MAV Gippsland Referral Workshop Kerrie Homan

  2. Our legislative framework and role • Melbourne Water is the Regional Drainage Authority for the greater Melbourne area under the Water Act 1989 • Melbourne Water is the Flood Plain Management Authority under the Water Act 1989 • Melbourne Water is a town planning referral authority under the Planning and Environment Act and its associated planning schemes Diamond Creek 2005

  3. What are we trying to Achieve? • Through the referral process - to ensure that urban development achieves: • Appropriate levels of flood protection • Protects waterway health and is sensitive to other environmental and social values of waterways; • Protects our constructed assets; and • Deliver an efficient service providing accurate timely and reliable information to the development industry and the community

  4. Drivers for change • Increasing Government focus on improved service delivery in • planning aiming to reduce the complexity of the planning system • and to create efficiencies • In 2006 as a result of the Victorian Government White Paper • Melbourne Water extended its operational boundary by 40% • Provision of service in areas where we had little information • Demonstrate to the ESC and rate payers that nexus between • drainage rate and on ground works/services • Analysis indicated continuing trend of increased referrals

  5. Drivers for Change

  6. Statutory Referrals and Enquiries • Melbourne Water in its role as a Floodplain Management Authority is referred building and works in areas affected by flooding • And in our role as a Regional Drainage Authority we are referred subdivisions • We respond to approximately • 10,000 planning and subdivision • referrals per year from • 38 Councils

  7. Statutory Referrals and Enquiries • Also receive 14,000 other written applications such as offers, building permits, flood level enquiries and feasibility requests • Approximately 20,000 phone calls

  8. Efficiencies through Systems: ATLAS and SPEAR • ATLAS was designed to meet changing business requirements and as a ‘A2A’ system with SPEAR in 2006 • ATLAS is used to manage and track the status of referrals, requests and enquiries from our stakeholders • Manages job tracking of a referral through job creation and allocation, task assignment, internal referrals, timelines and job completion • ATLAS automates responses based on pre-defined business rules and workflow as defined by Melbourne Water • Automates letter creation and delivery (hard copy, email and electronic)

  9. Efficiencies through Systems : ATLAS and SPEAR • Workflow defined by business, based on Job Type • Interfaces with financial management systems for contributions fees • Minimises risk to Melbourne Water by ensuring consistency of process and assessment • Electronic filing and document storage (INFLO) • Has a reporting functionality (compliance with statutory timelines, volume of referrals, referrals per council, turnaround times) • 40% of subdivisions fully automated

  10. Efficiencies through Systems : ATLAS and eflood • ATLAS also supports other electronic applications (eflood) • Authorised service providers Landata and SAI Global provide flood level information on our behalf • Approximately 4,000 flood level enquiries per year • ATLAS assesses eflood request against pre - defined business rules • 50 % fully automated

  11. Referrals and time taken to respond trends

  12. Review of Existing Flood Controls Working with Councils and DPCD to introduce changes to overlays with a view to reduce the number and types of building and works requiring a planning permit and referral Exemption from notice and review as the consideration of development within a flood overlay is technical Inclusion of local exemptions in schedules and working with other floodplain management authorities to review and standardise these across Victoria

  13. Express Lane Where a Special Building Overlay is the only trigger for a permit requirement, Melbourne Water has worked with a number of Councils to develop an express lane service 5% of planning applications received by Melbourne Water for development in areas affected by flooding were via Express Lane Recent review to improve process to the benefit of Council, MW and the applicant Potential to broaden opportunities for this service to LSIO Developing an watermark stamp for sighting of electronic plans Working with DPCD to identify additional opportunities to fast track certain types of applications (Code Assess)

  14. Customer Mapping • Understand, respond to and manage customer expectations • Listen to, and hear what our customers are telling us • Getting our culture right – challenging existing behaviours that • work against a responsive customer culture

  15. Customer Mapping and Engaging with Councils • Customer mapping workshops to help us better understand who our customers are, how we currently work with • them and to identify key areas to focus on • improvement • Team based customer action plans • Series of workshops held over 2009 -2010 with Council planning and engineering teams • Focus on gaining a greater understanding of respective roles, and explore opportunities for improvements in process • Ongoing process of engagement with Councils to improve service delivery

  16. So, are we there yet?

  17. Challenges • Core Business - Continuing to meet out Statutory and Operating • Charter commitments • Referrals, enquiries, phones, meetings with applicants • Meeting and exceeding targets and Key Performance Indicators 100% applications processed in less than 28 days • Managing contentious planning proposals and managing risk • Planning and Influence – Advocacy • Participation in a review of the Land Development Guidelines • Policy development around River Amenity (WAC) • Precinct Structure Planning (GAA)

  18. Challenges • Work with government in improving the sustainability of urban development by advocating integrated stormwater management • Sea Level Rise • Customer Focus and Service • Greater transparency in decision making • Working towards online self service to meet customer needs • Customer service improvement plans - Continuing to work in a responsive manner to ensure we are ‘exceeding’ in meeting their needs • Meeting and continuing to work with Councils

  19. Challenges • Information Management • Planning for ATLAS4 • Viability of online self service • Ensuring that our systems continue to support our requirements • Ongoing system upgrades

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