State Highway Access Permitting
Streamlining the Colorado Department of Transportation's (CDOT's) process for issuing Access Permits has reduced the number of permit application reviews and approval steps. Additionally, an enhancement to our website allows a customer to track the exact status of each and every permit application.
Update: May 21, 2015
The improvements from the Access Permits Process Improvement Project were shared with the Tennessee Department of Transportation (TDOT) during May 4, 2015, best practices benchmarking session, at the request of TDOT.
Update: April 17, 2015
The Access Permits Process Improvement Team is a 2015 Finalist for the International Team Excellence Award; more details available
Update: August 20, 2014
As noted in the graph below, the improvements from the Access Permits Process Improvement Project have kept the average time for issuing Access Permits very short.
Update: March 10, 2014
CDOT has also recently shared information about the improvements it made to the Access Permitting process with the Saskatchewan Ministry of Highways and Infrastructure, at their request.
Update: December 19, 2013
The Access Permits Process Improvement Project is featured on pages 3 through 5 of "Driving Business Process Excellence with Lean", a white paper by Kent James of CGN Blackwell regarding how public sector organizations are implementing Lean and improving their processes and customer service: Driving Business Process Excellence with Lean REV
Update: October 1, 2013
Since this summary was posted in early 2013, CDOT has shared (via teleconference) information about the improvements it made to the Access Permitting process with these organizations, at their request: Ohio Department of Transportation (ODOT) Rhode Island Department of Transportation (RIDOT) / Rhode Island Department of Administration
By Alex Karami, Division of Staff Services
February 12, 2013
How State Highway Access Permitting got Lean
Access Permits Project Team
Background
Colorado highways are controlled-access facilities. Since 1979, Colorado law has required anyone needing a new driveway (access) or modifying an existing driveway connected to a state highway to obtain an access permit from the Colorado Department of Transportation (CDOT). The permit review process includes inspection of the proposed access point for compliance with standards of the Colorado Access Code and other acceptable engineering standards. The permit application review and approval are dependent on volumes of applications received, intense cooperation between CDOT and other units of local government, and reviews by miscellaneous engineering disciplines. During the last several years, the permitting process has remained slow due to these varying factors.
In support of Governor John Hickenlooper’s commitment to an Efficient, Effective and Elegant government, a process improvement program was initiated in late 2010 to review and evaluate cumbersome state processes using the well-known Lean concept. CDOT took the opportunity to pioneer a Lean process improvement for the access permit program.
Taking Action
A project team and an advisory committee were developed to initiated and plan the process improvement initiative. An improved vision statement was the first step taken to define the project purpose and set expectations. Then, based on the purpose and expectations, project objectives and scope were established.
During a four-day workshop, the project team defined the current state of the access permitting process by breaking down each and every step currently required. Each step was then evaluated to ensure it adds value for the customer. Any non-value added processes were reduced or eliminated without sacrificing compliance with rules and regulations governing the program.
Process Mapping
Next, the team provided additional transparency to the process, our customers, and management by developing a new website that is able to track the status of each and every application. website.
Other improvements were made, including providing open workshops and office hours to allow customers to gain better access to staff to discuss their project needs. Regular meetings with CDOT’s local government counterparts are being scheduled to improve understanding of the requirements and expectations of each agency. Providing sample applications, checklists, and holding pre-application conferences to assist customers with their applications preparations will ensure customers are better served. Customer feedback surveys will be sent out on regular basis to every permit recipient to ensure CDOT stays informed of customers’ issues and improve the process going forward.
Long-Term Goals
Finally, long-term goals were established to further improve customer service. CDOT is improving database functionalities to ensure that we are operating within a more stable and effective technological environment. CDOT also plans to further explain the permit process using online videos, public announcements, and improved program brochures.
Process Improvement: The Lean process helped CDOT identify the complex steps required to acquire an access permit and identified where steps could be shortened or combined in order to improve the process. From initial inquiry and accepting applications, to review, evaluation, and issuance of permits, no stone was left unturned in the quest to eliminate waste from the process. By reducing steps while maintaining the quality of service, the process has been much improved.
Access Permits Screenshot
Much Faster: The new Lean process will reduce permit application reviews and approval steps that are no longer necessary. Current regulations allow 20 days for the department to review applications for completeness and 45 days to offer a permit. Reporting measures are now in place to track our process and ensure we are meeting our commitments. We will also use these reports to measure future improvements.
Working Smarter: The project team created several tools such as sample applications, checklists, customer surveys, and reporting mechanisms to make the process easier and more transparent for customers. A webpage was developed to allow applicants to track the status of their individual permit applications.