ONLINE DIGITAL CONSENTING PROJECT
The Whanganui District Council currently has a number of online services available for customers. However, at this stage, submitting a building consent application is not included as an online service. Digital channels have become crucial to efficiency gains in any organisation and the demand from customers to deal with the Council electronically is increasing.
The Council has embarked on a review of its Building Consent Authority (BCA) business model in an endeavor to move from a manual, paper-based consenting process to a fully electronic process. This new electronic process will include the introduction of a number of efficiencies/improvements which also include a new online building consent lodgement portal. This online lodgement portal will enable applicants, or their agent, to submit building consent applications 24-hours a day, 7-days a week.
Applying for a building consent can be quite a daunting experience for someone who doesn’t do it very often. A simplistic approach for the customer is always well-embraced and allows for business interactions to be refined. Building intuitive logic into the application form assists the customer and enhances the user experience whilst also ensuring correct information is collected which may reduce the overall number of requests for further information.
There are a number of benefits that will be realised as an outcome of moving to a fully digital consenting process. These include:
• More efficient and streamlined processes
• An ability to lodge an application anytime and from anywhere
• Reduction in physical storage space for consent files
• No ‘misplaced’ information
• Increased transparency within the consent process
• An ability to track the progress of the application
• Concurrent processing of applications (instead of consecutive)
• Improved reporting for the Council and other Government agencies
• Reduction in printing and postage costs
• Approved documents returned to applicant electronically
• Reduced duplication of Council officer time
The online application process will create a customer focused experience by tailoring the application to the applicant, thus reducing any superfluous information requirements. The requirement for a ‘deposit’ at application stage will also be removed with full and final payment required when the building consent application has been granted. This process shift removes duplication of activities carried out by Council staff. All applications will be subject to standard Terms of Trade Agreements when they are lodged with the Council. All online building consent applications will still undergo a rigorous pre-vetting process. This process will be undertaken in an electronic capacity and has the ability to allow the vetting officer to add comments to the checklist and return an application back to the applicant where any missing items can then be included for re-submission.
The introduction of online building consent applications will have a significant impact on how business is conducted within and with the Council. Frequent users who have the appropriate digital technology available will find the experience of applying online a manageable and efficient process. However for the uninitiated who are also without access to the required technology the Council will, in the interim, supply a dedicated resource and make a computer available for an application to be lodged at the main Municipal building. Applications lodged in this fashion will only be accepted with a pre-arranged appointment.
Applications sent via conventional mail delivery systems will be returned to the applicant.