The City Government of Ferris, Texas Reduces Permit Application Processing Time By 33% With GLSS Lean Six Sigma
Texas
Government
Operations
33%
- The problem: Building, zoning, and other permit applications were taking 27.8 days to process resulting in customer complaints, project delays, and hindering local development.
- With GLSS Green Belt Training & Certification, they were able to reduce the time to 18.6 days—a 33% improvement!
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Ferris, Texas, a quaint city about 20 miles south of Dallas, has always been known for its community spirit and rich history as the “Brick Capital of the Nation.” With approximately 3,000 residents, it’s a close-knit town where civic pride runs deep. Like many smaller municipalities, Ferris has faced its share of challenges in running an efficient government with limited resources. But in recent years, the city government has embraced innovation and continuous improvement to enhance operations and provide better service to its residents.
One key area where Ferris decided to focus its efforts was on improving the processing time for building, zoning, and other permits, which was taking far too long and causing unnecessary frustration for both residents and developers.
Processing permit applications was a slow and cumbersome process, taking an average of 27.8 days to complete. This led to significant delays in project start times, frustrated residents, and developers who were left waiting far longer than expected to get projects off the ground. As Ferris aimed to grow and develop, this bottleneck was becoming a roadblock to progress.
Brooks Williams, CEO of Ferris’ city government, summed it up well:
“We knew that delays in our permitting process were more than just an inconvenience—they were holding back our city’s growth. By addressing these inefficiencies, we could better support our residents and businesses, ultimately positioning Ferris for future success.”
To address the permit processing delays, Ferris first needed to identify the root causes behind these inefficiencies. Through careful analysis, the city found three key issues:
- Staffing Issues: Several staff members lacked the necessary skills and experience to process permits efficiently, leading to frequent errors and delays.
- Leadership Vacancies: Critical leadership roles remained unfilled, leaving a gap in oversight and slowing decision-making in the permit approval process.
- Lack of Documented Processes: Without standardized, documented procedures in place, staff members were often unclear on how to properly handle permit applications, leading to inconsistencies and further delays.
With these challenges identified, Ferris turned to GLSS Training & Certification to guide them through a series of targeted improvements. The training provided the city with the tools and strategies to make immediate, meaningful changes:
- Documented Process Flow for All Applications: Ferris developed clear, standardized process flows for every type of permit application. This reduced confusion and ensured that staff knew exactly what steps to follow, from submission to approval.
- Regular Measurements Against KPIs: The city implemented Key Performance Indicators (KPIs) to monitor the progress of permit applications and introduced accountability meetings to ensure continuous improvement. This allowed them to adjust quickly when processes fell behind schedule.
- Training for Permitting Staff: Ferris invested in training for their permitting staff, including certifications from the International Code Council (ICC). This helped employees build the necessary skills to process applications more efficiently and accurately.
- Evaluate Third-Party Services: The city also conducted a thorough evaluation of third-party services to determine if bringing certain functions in-house, such as inspections, could reduce delays and improve overall control of the permitting process.
The results of these efforts were transformative for Ferris. The city saw several key improvements:
- 33% Reduction in Permit Processing Time: By streamlining processes and providing staff with the right training, Ferris reduced its average permit processing time from 27.8 days to 18.6 days—a 33% improvement. This reduction allowed projects to get started faster, benefiting both residents and developers.
- Improved Customer Satisfaction: With faster turnaround times and fewer errors, residents and developers became more satisfied with the permit process. Complaints about long wait times decreased, and the city’s reputation for responsiveness improved significantly.
- Fewer Errors and Less Rework: Standardized processes and better-trained staff led to fewer mistakes in applications. This reduction in errors minimized rework and further sped up the permit approval process.
with GLSS
The Ferris City government’s partnership with GLSS Training & Certification resulted in substantial improvements to their operations, particularly in the area of permit processing. The training empowered Ferris to identify and address the root causes of their delays, leading to a more efficient, streamlined process that benefited both the city and its residents.
GLSS’s innovative instructional design and comprehensive content allowed Ferris to achieve quick, impactful results. By applying the skills gained through GLSS training, the city has positioned itself for continued success as it grows and faces future challenges. Brooks reflects:
“The training provided by GLSS was instrumental in streamlining our processes. It not only gave our staff the tools and knowledge they needed to be more efficient but also fostered a culture of continuous improvement that will serve Ferris well as we continue to grow.”
Thanks to these improvements, Ferris is now well-equipped to handle its increasing permit demands and support the local development that will drive the city’s future growth. The city is excited about the positive changes and looks forward to continuing its journey toward greater efficiency and success.
