A new way of handling planning applications is being developed to improve the system for both applicants and the general public.

Over recent months, the planning department has reviewed the way it works with the help of external consultants Vanguard. This has involved examining every part of the application process to be clear on what works well for our customers - and what doesn't.

Development control manager Dave Hubbard explained: "We had got entrenched into a certain way of working - over many years, our processes had become complex and unwieldy. We had added elements here and there, making some changes to suit our IT system, but generally did things because we had always done them that way. With Vanguard we have taken a close look at every single stage of a planning application, to see what could be done better for our customers."

He added: "We need a system that works as well as possible for everyone involved - customers and applicants, those wishing to comment on planning applications and our own staff as well. We therefore looked at every element of the process - we recorded how many people we speak to or meet with every day, and why we had that contact; we talked to planning agents to gauge their experiences; we carried out a number of case studies; and all staff had their say on how things work now and how they could and should work better."

Six core principles for a good' service have now been identified - certainty, communication, credibility, commitment, consistency and common sense. These are now underpinning the new system, with the overall aim to "make good decisions that deliver the right developments in the right place at the right time".

Mr Hubbard said: "We have started to fundamentally change how we do things. We have to follow planning law and accept for the time being that IT imposes some restrictions. However, we can still simplify our procedures and make them more customer friendly.

"Some 80 planning applications have so far been processed following the new approach, with the time taken to reach a decision halved on average. We are now exploring our capacity to work in this way and testing how this fits with bigger and more complex applications. We are continuing to introduce more officers into the new way of working, and soon all planning applications will be handled using these methods."

From the customer perspective, the new system provides for much earlier contact with the case officer, more one-to-one communication throughout the process, and less time taken to reach a decision.

12:37pm Tuesday 11th December 2007

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