v1_Service Blueprint_Residential Review
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Service PhaseBEFORERealizationDURINGAwareness
Check-in via QLess
ConsultationAFTER
Data Collection
Project Definition
BEFORE
Data Collection
Task Completion
DURING
Task Completion
AFTER
Application Submittal
BEFOREDURING
Application Submittal
Check-in via QLess
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Service StageDEFINE
The customer begins to realize the details of their project...
___________________________DEFINE
The customer becomes aware of project realities...
PREPARE
The customer prepares their application
PREPARE
The customer prepares their application
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Office/Location
Customer's Home
OTC Parking Lot
OTC FoyerElevators
2nd Floor Reception
Elevators
Residential Review Offices
ElevatorsOTC FoyerParking Lot
Customer's Home
Professional
Customer's Home
OTCOTC FoyerOTC FoyerDACDACElevatorsOTC FoyerOTC FoyerParking Lot
OTC Parking Lot
OTC FoyerElevators
2nd Floor Reception
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Physical EvidenceOTC Directory, OTC Foyer, Other DAC offices,Other customers, QLess Kiosk, Reception desk, Project atifactsQLess KioskQLess KioskQLess KioskQLess KioskQLess KioskMobile DeviceDisplay in waiting areaMobile DeviceWaiting area, Chairs, Project artifacts, Other customersMobile DeviceCubicles, Applications wall, Employees milling aroundCubicles, Applications wall, Employees milling aroundProject artifacts on cubicle walls, Employee's desk, Maps and DiagramsPictures, Drawings, Estimate CalculationsComputer monitor, Maps & DiagramsCustomers' supporting documents, Computer monitors, Charts and diagramsMobile Device, Pen and PaperMobile Device, Pen and PaperGold SheetGold Sheet, Paper applicationCubicles, Applications wall, Employees milling aroundTape measure, Graph Paper, CalculatorPaper applicationPaper application, Tape measure, Graph Paper, CalculatorPaper applicationSite Plan, Plot Plan, Elevations, Floorplan, Subchapter F, Foundation, Windbracing, Framing, TAP PlansOTC Directory, OTC Foyer, Other DAC offices,Cubicles, Applications wall, Employees milling aroundOTC Directory, OTC Foyer, Other DAC offices,OTC Directory, OTC Foyer, Other DAC offices,Other customers, QLess Kiosk, Reception desk, Project atifactsQLess KioskQLess KioskQLess KioskQLess KioskQLess Kiosk
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Customer ActionUnderstands projectIdentifies questions to be answeredAsks around for adviceVisits COA/DSD website for answersSearches for COA phone numberCalls Residential Review Offices via COA 311Gathers assumed supporting materialsTravels to OTC for ConsultationParks carEnters OTCNavigates to second floorApproaches receptionSigns in with QLessEnters phone numberEnters nameSelects queueReceives confirmation textViews display to see their place in queueTexts for status updateWaits for consultationReceives summoming textGreets employeeGathers documentsFollows Reviewer back to officeEnters office spaceFollows reviewer to their deskTakes a seatAsks questions about projectShows supporting documentationTakes notesAnswers to the best of their knowledgeAnswers to the best of their knowledgeTakes notesConfirms information just receivedExits through officeWaits for elevatorLeaves OTCLeaves OTC parking lotTravels HomeGathers pending measureable dataGathers pending historical dataConsults with professionalInputs design opinionMakes final decisions according to professional's adviceBegins filling out applicationContinues filling out application to best of their abilityRequests their arch/contractor fill out remaining itemsGathers drawings from professionalrTravels to OTCTravels to OTC for AW and AE sign offsParks carEnters OTCNavigates to DACSee "Check-in via QLess"Retrieves sign-off from Austin Water/Austin EnergySee "Check-in via QLess"Retrieves sign-off from Austin Water/Austin EnergyExits through officeNavigates to second floorUnable to visit RRLeaves OTCLeaves OTCLeaves OTC parking lotTravels HomeGathers all necessary documentsTravels to OTCParks carEnters OTCNavigates to second floorApproaches receptionSigns in with QLessEnters phone numberEnters nameSelects queue
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Line of Interaction
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Front Stage ActionDisplays informationAnswers phone and suggests they come in for a consultationGreets customerGreets customerRefers customer to QLess kioskShows queue info on displayExits officeCalls customer number or nameGreets customerLeads customer back to officeBadges in, holding door for customer"What can I help you with today?"Asks customer for addressPulls up address on monitorScans information for differentiating qualities of propertyReviews and confirms applicable codeGoogles other informationAsks more clarifying questionsDeliberates situationStates analysis of situationExplains reasoningReviews Gold SheetProvides next stepsProvides applicable formsRestates informationSends customer offGreets customerSee "Check-in via QLess"DOCUMENTATION PENDINGSee "Check-in via QLess"DOCUMENTATION PENDINGGreets customerGreets customerDirects customer to QLess kiosk
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Line of Visibility
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Back Stage Action/ProcessesDSD PIO maintains customer-facing website: austintexas.gov/dsd311 learns where to send permitting questionsSends confirmation textSends status updateDismisses current customerViews QLess interfaceSummons customerSends summoning textGIS team updates systemSee "Check-in via QLess"DOCUMENTATION PENDINGSee "Check-in via QLess"DOCUMENTATION PENDINGSends confirmation text
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in officeSecurity GuardReceptionistReceptionistReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerReviewerSecurity GuardSecurity GuardReceptionistReceptionist
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phone/emailCity Employee
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webDSD siteDSD siteDSD siteDSD site
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print
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grapevineFriends, FamilyFriends, Family
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Internal ServicesWeb Support311Badge-Access SystemGIS Tool, Zoning Tool, TCADGIS Tool, Zoning Tool, TCADMunicode, International Residential Code (IRC)GIS Tool, Zoning tool, AB+C PortalGIS Tool, Zoning tool, AB+C PortalGIS Tool, Zoning tool, AB+C PortalGIS Tool, Zoning tool, AB+C Portal
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Supporting ServicesQLess SystemQLess SystemQLess SystemQLess SystemQLess SystemQLess SystemQLess SystemQLess SystemQLess SystemQLess SystemQLess SystemGoogleTCADTCADTCADTCADQLess SystemQLess SystemQLess SystemQLess System
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ExperienceCustomer can't find the info they seek on the website...Customer may be directed to the wrong office, depending on knowledge of city employee who answers call...Customer has assumed these are the materials the city will need to help them...Customer may have trouble finding the correct floors within OTC...Customer is unable to find their queue on the display...Customer may be bumped back in line if employee takes too long to mark them as "summoned", automatically receiving a status change text from QLess system. Customer is thrown into busy, cramped office spaceCustomer may not have a clear idea of what they've come in to the office for...Customer may not have applicable supporting documentation for reviewer to be able to help...Customer's address may not be in GIS database...Reviewer may not know how to apply the written code to this particular case...Customer does not have enough context to know which information is pertinent to the success of their project...Customer does not have enough information to answer the dependent questions effectively...Customer does not have enough information to answer the dependent questions effectively...Employee's reasoning may be conditional given unknown qualities of customer's property... Customer does not have enough context to know which information is pertinent to the success of their project...Customer has no understanding of which steps depend on others; Customer may have additional, unlisted items required to submit their applicationCustomer experiences information and has trouble contextualizing all the reviewer's advice...Customer does not know how to conclusively measure and calculate specific data...Customer has trouble accessing historical data...Customer has trouble filling out the requested qualitative and quantitative items on their project application...Customer begins to feel overwhelmed and frustrated by lack of context for most application questions...Customer must pay hourly rate for architects to fill out their application...Customer may have trouble finding the correct floors within OTC...Customer must obtain a sign-off from Austin Water or Austin Energy before they can submit their application to RR...Customer must obtain a sign-off from Austin Water or Austin Energy before they can submit their application to RR...Customer may have trouble finding the correct floors within OTC...Customer may be unable to hand in documents to Residential Review due to inconvenient hours...Customer may need to return home and come back another day to submit their application...Customer may have trouble finding the correct floors within OTC...
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Notes:
http://www.austintexas.gov/department/development-services
https://www.austintexas.gov/GIS/NewAddressRequestForm/
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