SlideShare a Scribd company logo
1 of 16
Salford’s Pre
Application
Journey
PAS event Monitoring and Reviewing your
Pre Application Service
14th March 2023
Content
• Salford - a bit of context
• Our humble beginnings
• Our refreshed service
• Monitoring
• Review
• Lessons learnt
Over the past five
years, Salford has
seen growth of over
14,500 new
homes (over 2,900
per annum) and
almost 212,000
sqm of
commercial
floorspace
SALFORD’S
Population
Expected to reach
300,000 by 2040
A further 25,000 additional
jobs by 2040
Salford’s Growth Potential
Employment
£2.55 billion investment into
the city, with £7.51 of private
investment for every £1 of public
investment
Growth in the overall £GVA value
of the economy of over £500 million to
£7.8 billion, with Salford now
the 3rd largest local economy in
Greater Manchester
Pre
application-
our humble
beginnings
We first introduced pre application charging in 2010.
First to do so in Greater Manchester and part of only a small handful of
northern LPA’s.
Charges not devised to achieve cost recovery (intentional). Testing the
water with developers and the fact that most (northern) LPA’s did not
charge.
Did not want to discourage developers.
Simple 3 tier category fixed fee offering – Large scale major development;
Small scale major development and all other development but excluding
householder.
We consulted consultees. Committed to written response and said we
would reply in 6 weeks.
Our
refreshed
pre app
service
Having undertaken some customer focus
groups in 2018 it was clear that customers
were willing to pay for pre application advice
but they wanted:
• more flexibility;
• a choice of approach and more initial control
over what they needed;
• creation of more certainty and timeliness;
• did not want one size fits all;
• wanted a collaborative dialogue; and,
• where appropriate the ability to have a bespoke
approach tailored to individual needs.
Customer
choice
We have tailored the service as much
round the customer as possible:
• They can choose the level of service
required;
• Ability to select whether consultees are
invited to comment;
• Whether they would like to meet with the
case officer and/or key consultees;
• Whether they require a quicker response
than normal (fast track); and,
• We offer core fees for each development
category with any additional services
selected attracting an additional fee.
Nine development types
• We developed 9 development
categories based on the workflow
profile we regularly receive.
• We costed each development type
using an average hourly rate and a
typical time to complete (for simplicity).
• If preferred, we offer a bespoke
Planning Performance Agreement
service that can include the pre-app
phase.
Customer interface
• We direct customers to our web site where
they choose the development category that
best reflects their requirement.
• They complete the web form including usual
applicant details; site information; details of
the pre application and finish with a
payment.
• The form is designed with a series of drop
down options which take them to different
sections/questions depending on their
choices.
• They use the complete form in their
submission.
Monitoring
Microsoft Power BI is used to monitor our
performance.
• When the service was 18 months old, a
review was undertaken to establish
whether cost recovery was successfully
being achieved.
• A sample was taken from the preceding 6
month period of closed cases, excluding
following ups and householders.
• The sample consisted of case studies
across all categories (except for category
6) with senior and principal planners
being asked to quantify how much time
they and others spent on their cases.
Is the pre-application service
achieving cost recovery?
This Photo by Unknown Author is licensed under CC BY-SA
Outcome of the
review
• Cost recovery was made in the
vast majority of applications.
• The small number of applications
that made a loss related to
heritage assets, which required a
higher level of officer input.
• In addition, a category 1 & 2 case
was allocated to principal officers
where perhaps they should have
been given to senior officers.
This Photo by Unknown Author is licensed under CC BY-SA
What is the customer
experience?
• Survey Monkey:
• 34 users of our pre-application service
were engaged with a Survey Monkey
questionnaire.
• A 32% response rate.
• The survey comprised 4 multiple
choice questions and 2 open ended
questions.
• The multiple-choice questions were
completed by all respondents while
the open-ended questions were not.
This Photo by Unknown Author is licensed under CC BY-NC-ND
So, what did our
customers say?
• Q1:- 73% of those surveyed found the webpage
provided adequate information.
• Q2:- 73% of the respondents found the application
form easy to use with 9% expressing that the
experience exceeded expectations. 18% found the
form difficult to use.
• Q3:- No respondents indicated that the form is less
than adequate in terms of the choice it offers with
regards to the service provision.
• Q4:- 82% of those surveyed considered the service
value for money and 18% did not agree.
So, what did our customers say?
• More flexibility in choosing specific consultees;
• Ability to meet with the case officer;
• Quicker turnaround time; and,
• Improvements to the payment system:
• Automation like the Planning Portal;
• Third party payment; and,
• A confirmation email.
Q5:- Improvements to the service offered.
• The ability for developers to pay directly to the
Council via the webpage;
• More detail concerning the available service options;
• Improve the format of the initial page; and,
• Improve navigation to the most relevant pages.
Q6:- When asked about ways to improve the webpage…
Lessons Learned
• Value of good customer service to encourage repeat
business
• Ensure you have a clear and up to date website,
informing customers of how they can use the service
• PPAs can be used for those proposals that don’t
readily fall into a particular charging category
• Be flexible!

More Related Content

Similar to PAS Salford Pre App Journey March 2023 JC.pptx

On bill presentation for ny utilities
On bill presentation for ny utilitiesOn bill presentation for ny utilities
On bill presentation for ny utilitiesJeremy Epstein
 
Mn dot bidding and estimating 4 16-13
Mn dot bidding and estimating 4 16-13Mn dot bidding and estimating 4 16-13
Mn dot bidding and estimating 4 16-13jpeabody
 
apidays LIVE Hong Kong 2021 - Leveraging open banking phase 3 & 4 and CDI to ...
apidays LIVE Hong Kong 2021 - Leveraging open banking phase 3 & 4 and CDI to ...apidays LIVE Hong Kong 2021 - Leveraging open banking phase 3 & 4 and CDI to ...
apidays LIVE Hong Kong 2021 - Leveraging open banking phase 3 & 4 and CDI to ...apidays
 
Aditi_Prabhakar_Patil_1607580344_FreeSpirits_Milestone_4_PPT___ToDoor_Service...
Aditi_Prabhakar_Patil_1607580344_FreeSpirits_Milestone_4_PPT___ToDoor_Service...Aditi_Prabhakar_Patil_1607580344_FreeSpirits_Milestone_4_PPT___ToDoor_Service...
Aditi_Prabhakar_Patil_1607580344_FreeSpirits_Milestone_4_PPT___ToDoor_Service...patiladiti752
 
Proven Strategies for Driving Suppliers Off Paper to eInvoicing
Proven Strategies for Driving Suppliers Off Paper to eInvoicingProven Strategies for Driving Suppliers Off Paper to eInvoicing
Proven Strategies for Driving Suppliers Off Paper to eInvoicingSAP Ariba
 
DTI_National Court Reporting Program_Case Study
DTI_National Court Reporting Program_Case StudyDTI_National Court Reporting Program_Case Study
DTI_National Court Reporting Program_Case StudyJessop Fowler
 
Vcu Stm Transformation 02 15 10
Vcu Stm Transformation 02 15 10Vcu Stm Transformation 02 15 10
Vcu Stm Transformation 02 15 10guesta24f4bc
 
Helping the 3rd Sector be more efficient and effective
Helping the 3rd Sector be more efficient and effectiveHelping the 3rd Sector be more efficient and effective
Helping the 3rd Sector be more efficient and effectiveThe OR Society
 
SUMMER INTERNSHIP PPT
SUMMER INTERNSHIP PPTSUMMER INTERNSHIP PPT
SUMMER INTERNSHIP PPTWalter Sims
 
Application sourcing focused on value, not cost alone
Application sourcing focused on value, not cost aloneApplication sourcing focused on value, not cost alone
Application sourcing focused on value, not cost aloneWGroup
 
Amplio Group Introductory Presentation 2019
Amplio Group Introductory Presentation 2019Amplio Group Introductory Presentation 2019
Amplio Group Introductory Presentation 2019Michael Van Luven
 
Top Reasons to Make Managing Your Pipeline a Priority
Top Reasons to Make Managing Your Pipeline a PriorityTop Reasons to Make Managing Your Pipeline a Priority
Top Reasons to Make Managing Your Pipeline a PriorityUnanet
 
Pre-Application Advice in Kirklees MBC
Pre-Application Advice in Kirklees MBCPre-Application Advice in Kirklees MBC
Pre-Application Advice in Kirklees MBCPAS_Team
 
Changes to the Security Industry Authority's Approved Contractor Scheme
Changes to the Security Industry Authority's Approved Contractor SchemeChanges to the Security Industry Authority's Approved Contractor Scheme
Changes to the Security Industry Authority's Approved Contractor SchemeNational Security Inspectorate
 
LawnStarter's First Pitch Deck
LawnStarter's First Pitch Deck LawnStarter's First Pitch Deck
LawnStarter's First Pitch Deck lawnstarter71
 
Change Management Proposal PowerPoint Presentation Slides
Change Management Proposal PowerPoint Presentation SlidesChange Management Proposal PowerPoint Presentation Slides
Change Management Proposal PowerPoint Presentation SlidesSlideTeam
 
Interpretation of regulatory rules and guidance for an international investme...
Interpretation of regulatory rules and guidance for an international investme...Interpretation of regulatory rules and guidance for an international investme...
Interpretation of regulatory rules and guidance for an international investme...Compliance Consultant
 
The Finalists Presentation: Presenting our Partnership - Paul Neveu & Liz Kaido
The Finalists Presentation: Presenting our Partnership - Paul Neveu & Liz KaidoThe Finalists Presentation: Presenting our Partnership - Paul Neveu & Liz Kaido
The Finalists Presentation: Presenting our Partnership - Paul Neveu & Liz KaidoBPAS
 

Similar to PAS Salford Pre App Journey March 2023 JC.pptx (20)

On bill presentation for ny utilities
On bill presentation for ny utilitiesOn bill presentation for ny utilities
On bill presentation for ny utilities
 
Mn dot bidding and estimating 4 16-13
Mn dot bidding and estimating 4 16-13Mn dot bidding and estimating 4 16-13
Mn dot bidding and estimating 4 16-13
 
apidays LIVE Hong Kong 2021 - Leveraging open banking phase 3 & 4 and CDI to ...
apidays LIVE Hong Kong 2021 - Leveraging open banking phase 3 & 4 and CDI to ...apidays LIVE Hong Kong 2021 - Leveraging open banking phase 3 & 4 and CDI to ...
apidays LIVE Hong Kong 2021 - Leveraging open banking phase 3 & 4 and CDI to ...
 
Aditi_Prabhakar_Patil_1607580344_FreeSpirits_Milestone_4_PPT___ToDoor_Service...
Aditi_Prabhakar_Patil_1607580344_FreeSpirits_Milestone_4_PPT___ToDoor_Service...Aditi_Prabhakar_Patil_1607580344_FreeSpirits_Milestone_4_PPT___ToDoor_Service...
Aditi_Prabhakar_Patil_1607580344_FreeSpirits_Milestone_4_PPT___ToDoor_Service...
 
Proven Strategies for Driving Suppliers Off Paper to eInvoicing
Proven Strategies for Driving Suppliers Off Paper to eInvoicingProven Strategies for Driving Suppliers Off Paper to eInvoicing
Proven Strategies for Driving Suppliers Off Paper to eInvoicing
 
DTI_National Court Reporting Program_Case Study
DTI_National Court Reporting Program_Case StudyDTI_National Court Reporting Program_Case Study
DTI_National Court Reporting Program_Case Study
 
Open Door Forum: Next Generation ACO Model - Application Overview and Partici...
Open Door Forum: Next Generation ACO Model - Application Overview and Partici...Open Door Forum: Next Generation ACO Model - Application Overview and Partici...
Open Door Forum: Next Generation ACO Model - Application Overview and Partici...
 
Vcu Stm Transformation 02 15 10
Vcu Stm Transformation 02 15 10Vcu Stm Transformation 02 15 10
Vcu Stm Transformation 02 15 10
 
Helping the 3rd Sector be more efficient and effective
Helping the 3rd Sector be more efficient and effectiveHelping the 3rd Sector be more efficient and effective
Helping the 3rd Sector be more efficient and effective
 
SUMMER INTERNSHIP PPT
SUMMER INTERNSHIP PPTSUMMER INTERNSHIP PPT
SUMMER INTERNSHIP PPT
 
Application sourcing focused on value, not cost alone
Application sourcing focused on value, not cost aloneApplication sourcing focused on value, not cost alone
Application sourcing focused on value, not cost alone
 
Amplio Group Introductory Presentation 2019
Amplio Group Introductory Presentation 2019Amplio Group Introductory Presentation 2019
Amplio Group Introductory Presentation 2019
 
Top Reasons to Make Managing Your Pipeline a Priority
Top Reasons to Make Managing Your Pipeline a PriorityTop Reasons to Make Managing Your Pipeline a Priority
Top Reasons to Make Managing Your Pipeline a Priority
 
Pre-Application Advice in Kirklees MBC
Pre-Application Advice in Kirklees MBCPre-Application Advice in Kirklees MBC
Pre-Application Advice in Kirklees MBC
 
Changes to the Security Industry Authority's Approved Contractor Scheme
Changes to the Security Industry Authority's Approved Contractor SchemeChanges to the Security Industry Authority's Approved Contractor Scheme
Changes to the Security Industry Authority's Approved Contractor Scheme
 
LawnStarter's First Pitch Deck
LawnStarter's First Pitch Deck LawnStarter's First Pitch Deck
LawnStarter's First Pitch Deck
 
Change Management Proposal PowerPoint Presentation Slides
Change Management Proposal PowerPoint Presentation SlidesChange Management Proposal PowerPoint Presentation Slides
Change Management Proposal PowerPoint Presentation Slides
 
Interpretation of regulatory rules and guidance for an international investme...
Interpretation of regulatory rules and guidance for an international investme...Interpretation of regulatory rules and guidance for an international investme...
Interpretation of regulatory rules and guidance for an international investme...
 
Webinar: Transforming Clinical Practice Initiative - Support and Alignment Ne...
Webinar: Transforming Clinical Practice Initiative - Support and Alignment Ne...Webinar: Transforming Clinical Practice Initiative - Support and Alignment Ne...
Webinar: Transforming Clinical Practice Initiative - Support and Alignment Ne...
 
The Finalists Presentation: Presenting our Partnership - Paul Neveu & Liz Kaido
The Finalists Presentation: Presenting our Partnership - Paul Neveu & Liz KaidoThe Finalists Presentation: Presenting our Partnership - Paul Neveu & Liz Kaido
The Finalists Presentation: Presenting our Partnership - Paul Neveu & Liz Kaido
 

More from PAS_Team

231121 SP slides - PAS workshop November 2023.pdf
231121 SP slides - PAS workshop November 2023.pdf231121 SP slides - PAS workshop November 2023.pdf
231121 SP slides - PAS workshop November 2023.pdfPAS_Team
 
So you want to apply for the Planning Skills Delivery Fund PAS Events August ...
So you want to apply for the Planning Skills Delivery Fund PAS Events August ...So you want to apply for the Planning Skills Delivery Fund PAS Events August ...
So you want to apply for the Planning Skills Delivery Fund PAS Events August ...PAS_Team
 
PAS BNG in Local Plans slides June 2023
PAS BNG in Local Plans slides June 2023PAS BNG in Local Plans slides June 2023
PAS BNG in Local Plans slides June 2023PAS_Team
 
Guildford BC BNG Policy June 2023.pdf
Guildford BC BNG Policy June 2023.pdfGuildford BC BNG Policy June 2023.pdf
Guildford BC BNG Policy June 2023.pdfPAS_Team
 
BNG at Salford City Council_June 2023.pdf
BNG at Salford City Council_June 2023.pdfBNG at Salford City Council_June 2023.pdf
BNG at Salford City Council_June 2023.pdfPAS_Team
 
PAS LNRS and role of Supporting Authorities_23_05_23_PAS slides.pptx
PAS LNRS and role of Supporting Authorities_23_05_23_PAS slides.pptxPAS LNRS and role of Supporting Authorities_23_05_23_PAS slides.pptx
PAS LNRS and role of Supporting Authorities_23_05_23_PAS slides.pptxPAS_Team
 
Leeds Beckett Lecture Career Advice.pptx
Leeds Beckett Lecture Career Advice.pptxLeeds Beckett Lecture Career Advice.pptx
Leeds Beckett Lecture Career Advice.pptxPAS_Team
 
Infrastructure Levy Technical Consultation (Workshop 3 Delivering Affordable ...
Infrastructure Levy Technical Consultation (Workshop 3 Delivering Affordable ...Infrastructure Levy Technical Consultation (Workshop 3 Delivering Affordable ...
Infrastructure Levy Technical Consultation (Workshop 3 Delivering Affordable ...PAS_Team
 
Infrastructure Levy Technical Consultation (Workshop 2 Spending the levy and ...
Infrastructure Levy Technical Consultation (Workshop 2 Spending the levy and ...Infrastructure Levy Technical Consultation (Workshop 2 Spending the levy and ...
Infrastructure Levy Technical Consultation (Workshop 2 Spending the levy and ...PAS_Team
 
Infrastructure Levy Technical Consultation (Workshop 1 Setting rates and char...
Infrastructure Levy Technical Consultation (Workshop 1 Setting rates and char...Infrastructure Levy Technical Consultation (Workshop 1 Setting rates and char...
Infrastructure Levy Technical Consultation (Workshop 1 Setting rates and char...PAS_Team
 
PAS Natural England Biodiversity Net Gain update 18_04_23
PAS Natural England Biodiversity Net Gain update 18_04_23PAS Natural England Biodiversity Net Gain update 18_04_23
PAS Natural England Biodiversity Net Gain update 18_04_23PAS_Team
 
EOR Webinar PAS presentation slidesFINAL.pptx
EOR Webinar PAS presentation slidesFINAL.pptxEOR Webinar PAS presentation slidesFINAL.pptx
EOR Webinar PAS presentation slidesFINAL.pptxPAS_Team
 
230329 IL Technical Consultation - launch event.pptx
230329 IL Technical Consultation - launch event.pptx230329 IL Technical Consultation - launch event.pptx
230329 IL Technical Consultation - launch event.pptxPAS_Team
 
PAS Pre-App March 2023.pdf
PAS Pre-App March 2023.pdfPAS Pre-App March 2023.pdf
PAS Pre-App March 2023.pdfPAS_Team
 
CBC Monitoring Review.pptx
CBC Monitoring  Review.pptxCBC Monitoring  Review.pptx
CBC Monitoring Review.pptxPAS_Team
 
PAS BNG and Nature Recovery Autumn 2022 Events Evaluation.pdf
PAS BNG and Nature Recovery Autumn 2022 Events Evaluation.pdfPAS BNG and Nature Recovery Autumn 2022 Events Evaluation.pdf
PAS BNG and Nature Recovery Autumn 2022 Events Evaluation.pdfPAS_Team
 
PAS NERC guidance events Nov 22 web.pptx
PAS NERC guidance events Nov 22 web.pptxPAS NERC guidance events Nov 22 web.pptx
PAS NERC guidance events Nov 22 web.pptxPAS_Team
 
PAS Nature Recovery for LAs 8 Dec Post Event.pptx
PAS Nature Recovery for LAs 8 Dec Post Event.pptxPAS Nature Recovery for LAs 8 Dec Post Event.pptx
PAS Nature Recovery for LAs 8 Dec Post Event.pptxPAS_Team
 
PAS BNG and NR policy and strategy
PAS BNG and NR policy and strategy PAS BNG and NR policy and strategy
PAS BNG and NR policy and strategy PAS_Team
 
PAS Biodiversity Net Gain essentials for officers 8 November
PAS Biodiversity Net Gain essentials for officers 8 NovemberPAS Biodiversity Net Gain essentials for officers 8 November
PAS Biodiversity Net Gain essentials for officers 8 NovemberPAS_Team
 

More from PAS_Team (20)

231121 SP slides - PAS workshop November 2023.pdf
231121 SP slides - PAS workshop November 2023.pdf231121 SP slides - PAS workshop November 2023.pdf
231121 SP slides - PAS workshop November 2023.pdf
 
So you want to apply for the Planning Skills Delivery Fund PAS Events August ...
So you want to apply for the Planning Skills Delivery Fund PAS Events August ...So you want to apply for the Planning Skills Delivery Fund PAS Events August ...
So you want to apply for the Planning Skills Delivery Fund PAS Events August ...
 
PAS BNG in Local Plans slides June 2023
PAS BNG in Local Plans slides June 2023PAS BNG in Local Plans slides June 2023
PAS BNG in Local Plans slides June 2023
 
Guildford BC BNG Policy June 2023.pdf
Guildford BC BNG Policy June 2023.pdfGuildford BC BNG Policy June 2023.pdf
Guildford BC BNG Policy June 2023.pdf
 
BNG at Salford City Council_June 2023.pdf
BNG at Salford City Council_June 2023.pdfBNG at Salford City Council_June 2023.pdf
BNG at Salford City Council_June 2023.pdf
 
PAS LNRS and role of Supporting Authorities_23_05_23_PAS slides.pptx
PAS LNRS and role of Supporting Authorities_23_05_23_PAS slides.pptxPAS LNRS and role of Supporting Authorities_23_05_23_PAS slides.pptx
PAS LNRS and role of Supporting Authorities_23_05_23_PAS slides.pptx
 
Leeds Beckett Lecture Career Advice.pptx
Leeds Beckett Lecture Career Advice.pptxLeeds Beckett Lecture Career Advice.pptx
Leeds Beckett Lecture Career Advice.pptx
 
Infrastructure Levy Technical Consultation (Workshop 3 Delivering Affordable ...
Infrastructure Levy Technical Consultation (Workshop 3 Delivering Affordable ...Infrastructure Levy Technical Consultation (Workshop 3 Delivering Affordable ...
Infrastructure Levy Technical Consultation (Workshop 3 Delivering Affordable ...
 
Infrastructure Levy Technical Consultation (Workshop 2 Spending the levy and ...
Infrastructure Levy Technical Consultation (Workshop 2 Spending the levy and ...Infrastructure Levy Technical Consultation (Workshop 2 Spending the levy and ...
Infrastructure Levy Technical Consultation (Workshop 2 Spending the levy and ...
 
Infrastructure Levy Technical Consultation (Workshop 1 Setting rates and char...
Infrastructure Levy Technical Consultation (Workshop 1 Setting rates and char...Infrastructure Levy Technical Consultation (Workshop 1 Setting rates and char...
Infrastructure Levy Technical Consultation (Workshop 1 Setting rates and char...
 
PAS Natural England Biodiversity Net Gain update 18_04_23
PAS Natural England Biodiversity Net Gain update 18_04_23PAS Natural England Biodiversity Net Gain update 18_04_23
PAS Natural England Biodiversity Net Gain update 18_04_23
 
EOR Webinar PAS presentation slidesFINAL.pptx
EOR Webinar PAS presentation slidesFINAL.pptxEOR Webinar PAS presentation slidesFINAL.pptx
EOR Webinar PAS presentation slidesFINAL.pptx
 
230329 IL Technical Consultation - launch event.pptx
230329 IL Technical Consultation - launch event.pptx230329 IL Technical Consultation - launch event.pptx
230329 IL Technical Consultation - launch event.pptx
 
PAS Pre-App March 2023.pdf
PAS Pre-App March 2023.pdfPAS Pre-App March 2023.pdf
PAS Pre-App March 2023.pdf
 
CBC Monitoring Review.pptx
CBC Monitoring  Review.pptxCBC Monitoring  Review.pptx
CBC Monitoring Review.pptx
 
PAS BNG and Nature Recovery Autumn 2022 Events Evaluation.pdf
PAS BNG and Nature Recovery Autumn 2022 Events Evaluation.pdfPAS BNG and Nature Recovery Autumn 2022 Events Evaluation.pdf
PAS BNG and Nature Recovery Autumn 2022 Events Evaluation.pdf
 
PAS NERC guidance events Nov 22 web.pptx
PAS NERC guidance events Nov 22 web.pptxPAS NERC guidance events Nov 22 web.pptx
PAS NERC guidance events Nov 22 web.pptx
 
PAS Nature Recovery for LAs 8 Dec Post Event.pptx
PAS Nature Recovery for LAs 8 Dec Post Event.pptxPAS Nature Recovery for LAs 8 Dec Post Event.pptx
PAS Nature Recovery for LAs 8 Dec Post Event.pptx
 
PAS BNG and NR policy and strategy
PAS BNG and NR policy and strategy PAS BNG and NR policy and strategy
PAS BNG and NR policy and strategy
 
PAS Biodiversity Net Gain essentials for officers 8 November
PAS Biodiversity Net Gain essentials for officers 8 NovemberPAS Biodiversity Net Gain essentials for officers 8 November
PAS Biodiversity Net Gain essentials for officers 8 November
 

Recently uploaded

Honeycomb for The Hive Design Inspirations
Honeycomb for The Hive Design InspirationsHoneycomb for The Hive Design Inspirations
Honeycomb for The Hive Design InspirationsStephen Abram
 
The MEL Toolkit Launch Webinar Presentation
The MEL Toolkit Launch Webinar PresentationThe MEL Toolkit Launch Webinar Presentation
The MEL Toolkit Launch Webinar PresentationNAP Global Network
 
Advancing Impact Measurement | Public Good App House
Advancing Impact Measurement | Public Good App HouseAdvancing Impact Measurement | Public Good App House
Advancing Impact Measurement | Public Good App HouseTechSoup
 
2024: The FAR - Federal Acquisition Regulations, Part 35
2024: The FAR - Federal Acquisition Regulations, Part 352024: The FAR - Federal Acquisition Regulations, Part 35
2024: The FAR - Federal Acquisition Regulations, Part 35JSchaus & Associates
 
OilChange: Big Oil Reality Check May 2024
OilChange: Big Oil Reality Check May 2024OilChange: Big Oil Reality Check May 2024
OilChange: Big Oil Reality Check May 2024Energy for One World
 
“Be part of the Plan” International Day For Biological Diversity 2024.
“Be part of the Plan” International Day For Biological Diversity 2024.“Be part of the Plan” International Day For Biological Diversity 2024.
“Be part of the Plan” International Day For Biological Diversity 2024.Christina Parmionova
 
Sponsoring a Girl Child's Education in kurnool
Sponsoring a Girl Child's Education in kurnoolSponsoring a Girl Child's Education in kurnool
Sponsoring a Girl Child's Education in kurnoolSERUDS INDIA
 
一比一原版(MQU毕业证)麦考瑞大学毕业证成绩单
一比一原版(MQU毕业证)麦考瑞大学毕业证成绩单一比一原版(MQU毕业证)麦考瑞大学毕业证成绩单
一比一原版(MQU毕业证)麦考瑞大学毕业证成绩单enbam
 
一比一原版(Adelaide毕业证)阿德莱德大学毕业证成绩单
一比一原版(Adelaide毕业证)阿德莱德大学毕业证成绩单一比一原版(Adelaide毕业证)阿德莱德大学毕业证成绩单
一比一原版(Adelaide毕业证)阿德莱德大学毕业证成绩单enbam
 
Minority economic forum Executive Summary
Minority economic forum Executive SummaryMinority economic forum Executive Summary
Minority economic forum Executive SummaryRDE GROUP CORP
 
EDI Executive Education Master Class- 15thMay 2024 (updated) (2)
EDI Executive Education Master Class- 15thMay 2024 (updated) (2)EDI Executive Education Master Class- 15thMay 2024 (updated) (2)
EDI Executive Education Master Class- 15thMay 2024 (updated) (2)Energy for One World
 
一比一原版(ANU毕业证)澳大利亚国立大学毕业证成绩单
一比一原版(ANU毕业证)澳大利亚国立大学毕业证成绩单一比一原版(ANU毕业证)澳大利亚国立大学毕业证成绩单
一比一原版(ANU毕业证)澳大利亚国立大学毕业证成绩单enbam
 
一比一原版(UQ毕业证)昆士兰大学毕业证成绩单
一比一原版(UQ毕业证)昆士兰大学毕业证成绩单一比一原版(UQ毕业证)昆士兰大学毕业证成绩单
一比一原版(UQ毕业证)昆士兰大学毕业证成绩单enbam
 
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024) - Daftar Rumpun, Pohon, dan Caba...
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024) - Daftar Rumpun, Pohon, dan Caba...Daftar Rumpun, Pohon, dan Cabang Ilmu (2024) - Daftar Rumpun, Pohon, dan Caba...
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024) - Daftar Rumpun, Pohon, dan Caba...suryaaamsyah
 
Rocky Mount | Wilson | Greenville Regional Transit Plan Executive Summary
Rocky Mount | Wilson | Greenville Regional Transit Plan Executive SummaryRocky Mount | Wilson | Greenville Regional Transit Plan Executive Summary
Rocky Mount | Wilson | Greenville Regional Transit Plan Executive SummaryRobert Hiett
 
Rocky Mount Greenville Willson Regional Transit Plan
Rocky Mount Greenville Willson Regional Transit PlanRocky Mount Greenville Willson Regional Transit Plan
Rocky Mount Greenville Willson Regional Transit PlanRobert Hiett
 
“Bee engaged with Youth”. World Bee Day 2024; May. 20th.
“Bee engaged with Youth”. World Bee Day 2024; May. 20th.“Bee engaged with Youth”. World Bee Day 2024; May. 20th.
“Bee engaged with Youth”. World Bee Day 2024; May. 20th.Christina Parmionova
 
Program Kickoff- Cohort......_4 (1).pptx
Program Kickoff- Cohort......_4 (1).pptxProgram Kickoff- Cohort......_4 (1).pptx
Program Kickoff- Cohort......_4 (1).pptxScottMeyers35
 

Recently uploaded (20)

07/03/2024 Publiekdomeindag - voormiddag
07/03/2024 Publiekdomeindag - voormiddag07/03/2024 Publiekdomeindag - voormiddag
07/03/2024 Publiekdomeindag - voormiddag
 
Honeycomb for The Hive Design Inspirations
Honeycomb for The Hive Design InspirationsHoneycomb for The Hive Design Inspirations
Honeycomb for The Hive Design Inspirations
 
2024_End_of_Session_Report_Final_With_Vetoes.pdf
2024_End_of_Session_Report_Final_With_Vetoes.pdf2024_End_of_Session_Report_Final_With_Vetoes.pdf
2024_End_of_Session_Report_Final_With_Vetoes.pdf
 
The MEL Toolkit Launch Webinar Presentation
The MEL Toolkit Launch Webinar PresentationThe MEL Toolkit Launch Webinar Presentation
The MEL Toolkit Launch Webinar Presentation
 
Advancing Impact Measurement | Public Good App House
Advancing Impact Measurement | Public Good App HouseAdvancing Impact Measurement | Public Good App House
Advancing Impact Measurement | Public Good App House
 
2024: The FAR - Federal Acquisition Regulations, Part 35
2024: The FAR - Federal Acquisition Regulations, Part 352024: The FAR - Federal Acquisition Regulations, Part 35
2024: The FAR - Federal Acquisition Regulations, Part 35
 
OilChange: Big Oil Reality Check May 2024
OilChange: Big Oil Reality Check May 2024OilChange: Big Oil Reality Check May 2024
OilChange: Big Oil Reality Check May 2024
 
“Be part of the Plan” International Day For Biological Diversity 2024.
“Be part of the Plan” International Day For Biological Diversity 2024.“Be part of the Plan” International Day For Biological Diversity 2024.
“Be part of the Plan” International Day For Biological Diversity 2024.
 
Sponsoring a Girl Child's Education in kurnool
Sponsoring a Girl Child's Education in kurnoolSponsoring a Girl Child's Education in kurnool
Sponsoring a Girl Child's Education in kurnool
 
一比一原版(MQU毕业证)麦考瑞大学毕业证成绩单
一比一原版(MQU毕业证)麦考瑞大学毕业证成绩单一比一原版(MQU毕业证)麦考瑞大学毕业证成绩单
一比一原版(MQU毕业证)麦考瑞大学毕业证成绩单
 
一比一原版(Adelaide毕业证)阿德莱德大学毕业证成绩单
一比一原版(Adelaide毕业证)阿德莱德大学毕业证成绩单一比一原版(Adelaide毕业证)阿德莱德大学毕业证成绩单
一比一原版(Adelaide毕业证)阿德莱德大学毕业证成绩单
 
Minority economic forum Executive Summary
Minority economic forum Executive SummaryMinority economic forum Executive Summary
Minority economic forum Executive Summary
 
EDI Executive Education Master Class- 15thMay 2024 (updated) (2)
EDI Executive Education Master Class- 15thMay 2024 (updated) (2)EDI Executive Education Master Class- 15thMay 2024 (updated) (2)
EDI Executive Education Master Class- 15thMay 2024 (updated) (2)
 
一比一原版(ANU毕业证)澳大利亚国立大学毕业证成绩单
一比一原版(ANU毕业证)澳大利亚国立大学毕业证成绩单一比一原版(ANU毕业证)澳大利亚国立大学毕业证成绩单
一比一原版(ANU毕业证)澳大利亚国立大学毕业证成绩单
 
一比一原版(UQ毕业证)昆士兰大学毕业证成绩单
一比一原版(UQ毕业证)昆士兰大学毕业证成绩单一比一原版(UQ毕业证)昆士兰大学毕业证成绩单
一比一原版(UQ毕业证)昆士兰大学毕业证成绩单
 
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024) - Daftar Rumpun, Pohon, dan Caba...
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024) - Daftar Rumpun, Pohon, dan Caba...Daftar Rumpun, Pohon, dan Cabang Ilmu (2024) - Daftar Rumpun, Pohon, dan Caba...
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024) - Daftar Rumpun, Pohon, dan Caba...
 
Rocky Mount | Wilson | Greenville Regional Transit Plan Executive Summary
Rocky Mount | Wilson | Greenville Regional Transit Plan Executive SummaryRocky Mount | Wilson | Greenville Regional Transit Plan Executive Summary
Rocky Mount | Wilson | Greenville Regional Transit Plan Executive Summary
 
Rocky Mount Greenville Willson Regional Transit Plan
Rocky Mount Greenville Willson Regional Transit PlanRocky Mount Greenville Willson Regional Transit Plan
Rocky Mount Greenville Willson Regional Transit Plan
 
“Bee engaged with Youth”. World Bee Day 2024; May. 20th.
“Bee engaged with Youth”. World Bee Day 2024; May. 20th.“Bee engaged with Youth”. World Bee Day 2024; May. 20th.
“Bee engaged with Youth”. World Bee Day 2024; May. 20th.
 
Program Kickoff- Cohort......_4 (1).pptx
Program Kickoff- Cohort......_4 (1).pptxProgram Kickoff- Cohort......_4 (1).pptx
Program Kickoff- Cohort......_4 (1).pptx
 

PAS Salford Pre App Journey March 2023 JC.pptx

  • 1. Salford’s Pre Application Journey PAS event Monitoring and Reviewing your Pre Application Service 14th March 2023
  • 2. Content • Salford - a bit of context • Our humble beginnings • Our refreshed service • Monitoring • Review • Lessons learnt
  • 3. Over the past five years, Salford has seen growth of over 14,500 new homes (over 2,900 per annum) and almost 212,000 sqm of commercial floorspace
  • 4. SALFORD’S Population Expected to reach 300,000 by 2040 A further 25,000 additional jobs by 2040 Salford’s Growth Potential Employment £2.55 billion investment into the city, with £7.51 of private investment for every £1 of public investment Growth in the overall £GVA value of the economy of over £500 million to £7.8 billion, with Salford now the 3rd largest local economy in Greater Manchester
  • 5. Pre application- our humble beginnings We first introduced pre application charging in 2010. First to do so in Greater Manchester and part of only a small handful of northern LPA’s. Charges not devised to achieve cost recovery (intentional). Testing the water with developers and the fact that most (northern) LPA’s did not charge. Did not want to discourage developers. Simple 3 tier category fixed fee offering – Large scale major development; Small scale major development and all other development but excluding householder. We consulted consultees. Committed to written response and said we would reply in 6 weeks.
  • 6. Our refreshed pre app service Having undertaken some customer focus groups in 2018 it was clear that customers were willing to pay for pre application advice but they wanted: • more flexibility; • a choice of approach and more initial control over what they needed; • creation of more certainty and timeliness; • did not want one size fits all; • wanted a collaborative dialogue; and, • where appropriate the ability to have a bespoke approach tailored to individual needs.
  • 7. Customer choice We have tailored the service as much round the customer as possible: • They can choose the level of service required; • Ability to select whether consultees are invited to comment; • Whether they would like to meet with the case officer and/or key consultees; • Whether they require a quicker response than normal (fast track); and, • We offer core fees for each development category with any additional services selected attracting an additional fee.
  • 8. Nine development types • We developed 9 development categories based on the workflow profile we regularly receive. • We costed each development type using an average hourly rate and a typical time to complete (for simplicity). • If preferred, we offer a bespoke Planning Performance Agreement service that can include the pre-app phase.
  • 9. Customer interface • We direct customers to our web site where they choose the development category that best reflects their requirement. • They complete the web form including usual applicant details; site information; details of the pre application and finish with a payment. • The form is designed with a series of drop down options which take them to different sections/questions depending on their choices. • They use the complete form in their submission.
  • 10. Monitoring Microsoft Power BI is used to monitor our performance.
  • 11. • When the service was 18 months old, a review was undertaken to establish whether cost recovery was successfully being achieved. • A sample was taken from the preceding 6 month period of closed cases, excluding following ups and householders. • The sample consisted of case studies across all categories (except for category 6) with senior and principal planners being asked to quantify how much time they and others spent on their cases. Is the pre-application service achieving cost recovery? This Photo by Unknown Author is licensed under CC BY-SA
  • 12. Outcome of the review • Cost recovery was made in the vast majority of applications. • The small number of applications that made a loss related to heritage assets, which required a higher level of officer input. • In addition, a category 1 & 2 case was allocated to principal officers where perhaps they should have been given to senior officers. This Photo by Unknown Author is licensed under CC BY-SA
  • 13. What is the customer experience? • Survey Monkey: • 34 users of our pre-application service were engaged with a Survey Monkey questionnaire. • A 32% response rate. • The survey comprised 4 multiple choice questions and 2 open ended questions. • The multiple-choice questions were completed by all respondents while the open-ended questions were not. This Photo by Unknown Author is licensed under CC BY-NC-ND
  • 14. So, what did our customers say? • Q1:- 73% of those surveyed found the webpage provided adequate information. • Q2:- 73% of the respondents found the application form easy to use with 9% expressing that the experience exceeded expectations. 18% found the form difficult to use. • Q3:- No respondents indicated that the form is less than adequate in terms of the choice it offers with regards to the service provision. • Q4:- 82% of those surveyed considered the service value for money and 18% did not agree.
  • 15. So, what did our customers say? • More flexibility in choosing specific consultees; • Ability to meet with the case officer; • Quicker turnaround time; and, • Improvements to the payment system: • Automation like the Planning Portal; • Third party payment; and, • A confirmation email. Q5:- Improvements to the service offered. • The ability for developers to pay directly to the Council via the webpage; • More detail concerning the available service options; • Improve the format of the initial page; and, • Improve navigation to the most relevant pages. Q6:- When asked about ways to improve the webpage…
  • 16. Lessons Learned • Value of good customer service to encourage repeat business • Ensure you have a clear and up to date website, informing customers of how they can use the service • PPAs can be used for those proposals that don’t readily fall into a particular charging category • Be flexible!

Editor's Notes

  1. In the last decade Salford has been on a remarkable journey to emerge as a modern global city, attracting record public and private investment and becoming an engine for growth in Greater Manchester.   However, this hasn’t been out of coincidence and down to Salford’s bold and ambitious economic vision and long-term growth plans.   Backed by Salford’s political leadership.   And shared common goals and vision in creating spaces and places that go beyond the bricks and mortar of simply building buildings. Delivered in collaboration with our private sector partners who have committed long-term to the city in the delivery of large-scale, place-based regeneration. Resulting in the delivery of over 14,500 new homes (over 2,900 per annum) and almost 212,000 sqm (2.3 million sq. ft) of commercial floorspace in the last five years. Public and private sector delivery across Salford and GM must continue to work together to ensure equal regeneration that gives back to communities through affordable homes, new green spaces, and community areas in creating further social cohesion and spaces for innovation, skills, and entrepreneurship. Strategic long-term partnerships are critical to this; Partnerships based on collaboration, long-term commitment/investment, taking risks and being innovative in our thinking and delivery in making things happen. MediaCity and Salford Central are exemplary regeneration schemes and key drivers in Salford’s economic success story to-date
  2. Within the past 5 years we have seen growth in the overall £GVA value of the economy of over £500 million to £7.8 billion, meaning Salford is now the 3rd largest local economy in GM behind Manchester and Trafford.   We have a rapidly growing and diverse population that has grown by 15% since 2011 to 269,000 people – the tenth highest in England and Wales. This is expected to reach more than 300,000 by 2040.   We’ve seen employment growth of over 15,000 additional jobs (12.3%) – which is the fastest % growth in GM, with forecast growth of a further 25,000 jobs by 2040. Growth in the business base means over 2,000 registered companies are trading in the city, again the fastest total and % growth in GM.