The selected consultant or firm will lead a comprehensive assessment and redesign of Fayetteville’s multi-agency development review and permitting processes. The work is expected to include both analysis and facilitation components, with a strong emphasis on collaboration, strategic alignment, and process improvement. The scope of work includes the following key tasks: 1. Stakeholder Assessment • Conduct interviews and/or surveys with staff from all partner agencies involved in the development review and permitting process. • Engage a representative sample of external users of the system, including developers, architects, engineers, contractors, and business owners. • Document the varying priorities, operational constraints, and definitions of “customer” across internal and external stakeholders. 2. Process Mapping – Current State • Develop clear visual workflow diagrams of the existing site plan review and permitting processes. • Identify and analyze areas of duplication, delays, miscommunication, and other inefficiencies. • Highlight gaps, inconsistencies, or redundancies between agency processes or technology platforms. 3. Strategic Alignment Facilitation • Design and facilitate workshops or working groups to build cross-agency consensus on a shared vision for the development review process. • Guide stakeholders in establishing common customer service standards, performance metrics, and accountability structures. 4. Future-State Process Design • Propose streamlined and optimized process models that address key challenges identified in the assessment. • Recommend necessary changes to policy, procedures, staffing, technology tools (e.g., permitting software), and interagency coordination practices. 5. Implementation Support (Optional) • Develop change management strategies to ensure smooth adoption of new processes, standards, or technologies. • Create training plans and materials for City staff and partner agencies. • Provide technical support or guidance for aligning permitting platforms or introducing process automation tools.
