R9AL - Discuss "from the Get-go" Permit Review Initiative

Discussion Items - R9 AL

R9 AL DISCUSS THE “FROM THE GET-GO” INITIATIVE THAT AIMS TO OVERHAUL THE BUILDING PERMIT REVIEW PROCESS BY ENSURING THAT ALL NECESSARY ITEMS ARE IDENTIFIED DURING THE INITIAL SUBMISSION AND REVIEW. Applicable Area:

COMMISSION MEMORANDUM

RECOMMENDATION

The Administration is advising the Mayor and Commission on the recent accomplishments of the Building Department’s permit review process put in place to simplify the application process for customers from inception, i.e., ”From the Get Go”, to permit issuance.

BACKGROUND/HISTORY

The creation of a Permit Process Improvement Advisory (PPIA) Committee was approved via Resolution 2024-32936 for a period of one year. The Ad Hoc PPIA Committee’s primary objective was to provide recommendations to improve the Building Department’s permitting processes and customer experience. The item was sponsored by Commissioner David Suarez and co- sponsored by Commissioners Joseph Magazine and Tanya K. Bhatt.

During the initial stages of the PPIA Committee’s meetings it became evident that many customers, particularly residents, were struggling from the inception of the permitting process during the intake process, and often required resubmittal of documents, reimbursement of incorrectly paid fees, and faced other challenges.

At the July 24, 2024 Commission Meeting, Mayor Meiner placed a referral (item C4 Q) to discuss an initiative coined “From the Get-Go” that aims to overhaul the building permit review process by ensuring that all necessary items are identified during the initial submission and review. The purpose of this initiative was to seek to enhance efficiency, accountability, and clarity, ensuring that the permit process is expedient and predictable for applicants from the beginning.

The item was discussed, and a presentation from staff made at the November 13, 2024, PSNQLC meeting, with a request from the Committee to return to the January PSNQLC meeting with an update.

At the January 29, 2025 PSNQLC meeting the item was discussed and recommended by the Committee to be heard at the full Commission to provide a comprehensive update and status of the measures being put in place to assist customers to submit permits correctly and efficiently during the initial stages of submittal, as well as other status updates on the overall permit improvement process.

ANALYSIS

Over the course of 2024 and 2025, multiple Commission and Commission Committee agenda items have been sponsored and co-sponsored by the City Commission to address the deficiencies of the building permit process. For a comprehensive list of measures put in place to correct those deficiencies refer to the Summary of Accomplishments listed on Attachment 1.

Between July 2024 and January 2025, with the assistance of Moran Consulting and with recommendations from the PPIA Committee, the Administration embarked on a mission to significantly improve the permitting review process “From the Get-Go” and beyond, thereby enhancing the customer experience for all stakeholders who participate in the process.

After the conclusion of the PPIA Committee in February 2025, the Administration was tasked to implement the recommendations of the Committee and further develop a way to assist customers during the initial stages of the permit process which was found to be problematic and confusing for many stakeholders, particularly residents. The following improvements and reforms have been implemented to address challenges specific to the initiation of the process:

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The implementation of the on-line “Decision Engine” technology to assist with streamlining the permitting process from inception. The on-line portal is known as the City Services Concierge. For a summary of the elements of the portal refer to Attachment 2.

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Return of the “Walk-through” i.e., in person permit process twice a week for certain common permit types. The program has delivered on its core objectives; streamlining review processes, reducing wait times, and enhancing the overall customer service experience.

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Staff training has been expanded so all team members can process any permit type. Clerical staff are now cross-trained to answer phones, process submittals, and issue permits across all sections.

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The Department has established specific work classes, ensuring permits are routed only to the appropriate trades. Permits that do not require plan review are issued without redundant steps.

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Automatic holds have been eliminated. Instead, reviewers add comments when meetings are necessary, allowing the process to move forward more efficiently.

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The dry run process has been expanded to all permit types. Contractor notarized signatures are now required at the approval stage, reducing unnecessary delays at permit submittal when projects are still out for bid.

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The Private Provider program has been updated to streamline the submission process. Required inspection documents can now be submitted directly within the construction permit, eliminating the need for a separate permit. Reports are submitted online, and inspectors record the results directly in the permitting system. The legislation approving the Private Provider Program was sponsored by Commissioner Laura Dominguez.

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An Early Start program was created to allow work to begin on job sites prior to full permit approval. With pre-approval from Planning and Miami-Dade County DERM, projects may begin work up to the first inspection, providing flexibility while ensuring regulatory compliance.

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Permit types have been streamlined to allow any license that is authorized to perform the work under that scope. Reviewers now verify scope and license compliance directly.

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Documents that previously held submittals from being initiated—such as Workers’ Compensation Exemption Notices, Homeowners’ Association approvals, and contractor license updates—are now required at the approval step rather than at submittal. This change prevents unnecessary delays at the start of the process.

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Implementing early information distribution regarding the Certificate of Use (CU) and Business Tax Receipt (BTR) requirements early in the permit application process for businesses. This improvement has been brought forth through legislation previously co- sponsored by Commissioner Laura Dominguez, Commissioner Joe Magazine, and Commissioner David Suarez.

The Building Department shall continue measuring improvements based on time and customer experience (customer satisfaction surveying, cycle time, call volumes) to constantly monitor and improve the permit experience. Currently the overall customer satisfaction results show 74% satisfaction rating with a permit application process satisfaction score of 83% and customer service and professionalism scores of 81%.

Future Improvements for 2026: Implementation of an enhanced Business Concierge service designed to assist businesses with establishing or expanding their operations in the city. Spearheaded by the Economic Development Department, the Building Department, Planning Department and the Finance Department will play key roles by further streamlining the permitting process for businesses from permit application inception to construction completion, issuance of certificate of occupancy (CO), certificate of use (CU) and business tax receipt (BTR).

The implementation of the enhanced Business Concierge program and related improvements specific to small businesses is the result of various legislative initiatives sponsored and co- sponsored by Commissioner Alex Fernandez, Commissioner Laura Dominguez, Commissioner Joe Magazine, Commissioner David Suarez and Commissioner Tanya Bhatt.

FISCAL IMPACT STATEMENT

N/A

Does this Ordinance require a Business Impact Estimate? (FOR ORDINANCES ONLY)

If applicable, the Business Impact Estimate (BIE) was published on: See BIE at: https://www.miamibeachfl.gov/city-hall/city-clerk/meeting-notices/

FINANCIAL INFORMATION

N/A

CONCLUSION

The Administration has put in place new measures and initiatives such as the on-line City Services Concierge portal, the in-person permit walk-through process, and other internal streamlining improvements that simplify the application process for customers from inception to permit issuance.

Applicable Area

Citywide

Was this Agenda Item initially requested by a lobbyist which, as defined in Code Sec. 2-481, includes a principal engaged in lobbying? No

If so, specify the name of lobbyist(s) and principal(s):

Department

Building

Sponsor(s)

Mayor Steven Meiner

Co-sponsor(s)

Condensed Title

Discuss “From the Get-Go” Initiative for Building Permit Review. (Meiner) BD