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The City of New Orleans

Mayor Mitchell J. Landrieu

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Mayor Landrieu launches One Stop Shop

March 19, 2013

NEW ORLEANS, LA – Today, Mayor Mitch Landrieu and the City of New Orleans officially unveiled the One Stop Shop to improve and streamline the customer experience related to securing permits and licenses. The official launch comes three weeks after the physical co-location of four departments and the introduction of a new system to receive, review and process applications.  The City also launched One Stop Online, which allows applicants to submit applications, download related documents, and query the status of their application electronically; and improves access to accurate zoning and conditional use maps.

Click here to view press conference

“We will continue to make enhancements that improve our ability to serve our citizens,” said Mayor Landrieu. “The One Stop is an ongoing effort to modernize and streamline the permitting process while responding to the requests of those that do business with the City of New Orleans. The experience is now welcoming, efficient and more functional for our customers.”

“The One Stop is now a reality,” said Deputy Mayor Andy Kopplin. “With collaboration and agency alignment we will be able to provide better service to our customers and offer a comprehensive system that will be model for other cities.”

 

"Streamlining City services and improving our customer service has long been a goal of mine, and the Mayor’s Administration is making great strides with the opening of the ‘One Stop Shop," said Councilmember-at-Large stacy Head, City Council President. "We won’t stop here—we will continue to make improvements and adjust to meet the needs of citizens."

“The opening of the One Stop Shop is exciting and meaningful to bringing new economic development to our city,” said Councilmember-at-Large Jacquelyn Brechtel Clarkson, City Council Vice President. “As a former businesswoman, I’ve asked for this since the day I arrived in office in May of 1990.”

“I am pleased that we have made it easier for residents to access the services they need in one location. For years, corporate retailers have seen the value of providing consumers with one-stop shopping and I see no reason why government officials can’t do the same at every level of government,” said District B Councilmember LaToya Cantrell. “I applaud the Mayor’s Office for making this a reality and on behalf of all District B residents thank everyone who has been involved in this process.”

“The opening of the One Stop Shop is a huge step forward for the city, as it makes the permitting and licensing process both more efficient and transparent,” said District C Councilmember Kristin Gisleson Palmer. “The One Stop Shop will save city residents time and make it easier for them to obtain the permits and licenses they need by having all the necessary departments in one place. We hope that this new coordination between all departments will encourage more effective enforcement and compliance.”

“Today, with the integration of services and agencies, the City of New Orleans’ implementation of the One Stop Shop will certainly promote a customer friendly City government,” said District D Councilmember Cynthia Hedge- Morrell. “Citizens will greatly benefit from the collaboration and cooperation of agencies working to minimize wait times and visits, and maximize deliverance of effective and appropriate customer services.”

The One Stop Shop includes the following features in an effort to minimize wait times and visits to City Hall, while maximizing access to information for customers:

  •   A queuing management system that tracks customer flow from arrival to exit in order to reduce wait times and improve communication with customers;
  •  One Stop Online (http://www.nola.gov/onestop), features centralized, detailed, information for every permit and license type including fees, required steps to obtain the permit, the issuing agency and renewal information. You can also find the new One Stop App, currently in beta with building permits and occupation licenses (other than those serving alcohol), which allows applicants to submit applications, download related documents, and query the status of applications electronically. The collaboration between the City’s Information, Technology and Innovation (ITI) Office and the software vendor (The Davenport Group) is a first-of-its-kind and will invite continuous improvements in response to public feedback while in the beta testing phase.
  •  Online access to accurate zoning and conditional use maps  that will foster economic development, by providing accurate information to the public regarding allowed uses on properties including approved conditional uses;
  • Redesigned permit and license applications for building and business related activity that provide clear and concise information regarding submission requirements, formatted to reflect key process changes;
  • Acceptance of major credit cards (Visa [online only], Master Card, Discover) as payment methods for permits and licenses; and
  •  The One Stop intake features Wi-Fi access in the intake area for customer convenience and comfort.

 By the end of summer 2013, customers can also expect the following upgrades:

  • Front line permit and licensing intake staff who regularly participate in customer service and cross-departmental training to ensure service level standards;
  • The ability to start, track and pay fees special event related permit and license applications remotely through nola.gov/onestop;
  •  Redesigned special event permit and license applications that provide clear and concise information regarding submission requirements, formatted to reflect key process changes;
  • Analysis of regularly conducted customer surveys used to guide improvements to the permitting and licensing processes; and
  • Consolidation of permit and license types to simplify the applicant experience along with comprehensive permit and licensing guides for applicants (throughout 2013).

The development of the City’s One Stop Shop was identified as a priority in 2010 by the Customer Service Task Force on Mayor Landrieu’s Transition Team and efforts were continued through facilitated focus groups in 2011. In 2012, the Mayor’s Innovation Delivery Team took on the charge, providing additional capacity by initiating a comprehensive customer satisfaction survey and by advancing key initiatives related to reducing wait and processing times for City services. The 2012 survey polled over 600 citizens about their experience as permit and license applicants and was used to refine and enhance One Stop Goals, processes, and procedures.  The Innovation Delivery Team partnered with internal stakeholders from 17 business units involved in permitting and licensing and with external groups from key industries to respond to citizen requests for process improvements.

“We were extremely pleased that the Home Builders Association of Greater New Orleans was allowed to give substantial builder input into the design of the One Stop system, relating to building permits,” said Scott C. Morse, President of Home Builders Association of Greater New Orleans.

“I am excited to see New Orleans take on such drastic internal changes to fit the needs of the public. This project will be a win/win for the public and City officials,”  said Rod Miller, President and CEO of the New Orleans Business Alliance. “The One Stop will streamline processes and allow companies to more efficiently do business in New Orleans. It is a progressive and smart initiative that provides further indication of our commitment to being a global business hub. The new New Orleans is open for business.”

The One Stop is open during regular business hours for City Hall, Monday – Friday from 8-5 pm. Please visit http://www.nola.gov/onestop or call (504) 658 -7100 for more information.

In addition to the One Stop, Mayor Landrieu has worked to significantly improve customer service at City Hall including moving back to a 5-day work week, creating a staffed welcome and information desk in the City Hall main lobby, revamping and redesigning the City’s website- nola.gov, and launch of NOLA 311 for constituents to report and track quality of life complaints and service requests.

A One Stop Shop fact sheet is attached.

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The City of New Orleans Innovation Delivery Team helps Mayor Landrieu develop and deliver powerful solutions to major urban challenges. Situated in the mayor's office, the team brings rigorous focus and best-in-class practice to identifying powerful solutions, developing implementation plans and then managing for results. New Orleans is one of five cities to receive an Innovation Delivery Team grant from Bloomberg Philanthropies. Part of Bloomberg Philanthropies’ Mayors Project, Innovation Delivery Team grants were also awarded to Atlanta, Chicago, Louisville and Memphis.

 
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Last updated: 3/20/2013 9:56:53 AM

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