The District of West Kelowna is committed to customer service and improving client relations.
In order to continue improving service, staff needs to hear from customers. Please take a few minutes to rate your recent experiences in dealing with municipal staff through the various stages of the application process:
The District has implemented several customer service initiatives including the establishment of a Service Excellence Team that meets monthly, revised job descriptions to include customer service requirements, the drafting of a Service Excellence Action Plan, and the adoption of a Customer Service Charter.
MEETINGS WITH DEVELOPERS
The second annual Developers' Roundtable Meeting was held on June 13, 2014. The District of West Kelowna shared presentations and discussed ideas with those in attendance.
The District of West Kelowna also periodically meets with the Urban Development Institute to discuss various issues and sits down with applicants and developers one-on-one to review proposals, answer questions and seek solutions to any concerns or hurdles that may arise from the time of application to the full project build out.
Key priorities identified at the 2013 Development Roundtable continue to be addressed and implemented by the District of West Kelowna, including:
Greater delegation of powers to staff
Improving pre-application meetings
Greater use of onsite meetings with applicants
Expediting review of professional reports
The following new priorities came out of the 2014 Development Roundtable and have been added to the Development Application Improvement Action Plan:
Provide educational opportunities to the development community on new bylaws and master plans
Coordinate with outside agencies to ensure timely referral times
Ensure complete applications are submitted at the front counter
Establish Hillside Standards
Encourage reporting to Council and senior management on missed deadlines and changing timelines
Bring in casual staff earlier to avoid bottleneck during busy times
Council adopted the Development Applications Procedures Bylaw No. 0131 on January 10, 2012:
Changes to the Development Application process include:
Staff and Council worked together with the development community to create the Development Applications Procedures Bylaw. Previously, the municipality used a bylaw that was inherited at the time of incorporation (December 06, 2007) from the Regional District of Central Okanagan. The procedures bylaw had been last substantially reviewed in 2002.
The bylaw reflects legislative changes which have occurred since 2002 and takes into account input from Council and feedback from the development community.
Council was provided an update on the review process during the August 16, 2011 Special Council Meeting. The bylaw was presented to Council at the December 13, 2011 meeting where it was given first, second and third readings. The bylaw was adopted at the January 10, 2012 Council meeting. To view the related reports to Council, please select from the following links:
DEVELOPMENT APPROVAL PROCESS
The development approval process is multifaceted, involving DWK staff, Council, development agencies, applicants and the community. The development community greatly impacts the application process and was therefore asked to provide input regarding the draft bylaw and application form.
Many of the concerns raised related to the fact that DWK was newly incorporated in December 2007 and has since been in the process of establishing master plans, policies, regulations and processes. Incorporation has resulted in revised goals and objectives pertaining to development in the community. Council’s desire was to further clarify the development approval process with the needs of the community as a whole foremost in mind. Therefore, Council committed to establish standards based on best practices and developing master plans to guide development.
The District has been open to investigating improvements for its development approval process and has put in place several initiatives to facilitate feedback, including holding regular meetings with the UDI Liaison Committee to discuss current issues and development-related topics and establishing information related to Current Applications on this website.
The District strives to continue improving the Development Approval Process by implementing initiatives such as temporarily repositioning of a Full Time Engineer from Engineering to Development Engineering for the winter/spring of 2014 to help clear "backlog," working with the Ministry of Transportation and Infrastructure to expedite the Traffic Impact Assessment review process, and participating in intermunicipal staff meeting with the City of Kelowna.
If you have questions or would like further information, please contact us: