Operational Efficiency Studies

The City of North Richland Hills recently partnered with Matrix Consulting Group to conduct operational efficiency studies of two service areas: the permitting process and fleet services. The goal of these studies was to identify opportunities to improve customer service, streamline operations, and enhance overall efficiency. The findings were reviewed with the City Council during their Nov. 10 Work Session. 

Both studies included prioritized recommendations to guide improvements over the next several years. City Manager Paulette Hartman noted that some of the recommendations are already being implemented, while others will be brought forward for consideration through the annual budget process. 

Permitting Process Study

The Permitting Process Study resulted in 60 recommendations aimed at improving consistency, efficiency, and customer service across the City’s development review functions. While the City has implemented strong tools for electronic applications and maintains a customer-focused culture, the study identified opportunities to enhance the use of permitting software, standardize review timelines, and improve communication with applicants.

Key recommendations include creating a centralized webpage for building and development services, updating public-facing materials like checklists, improving internal coordination through cross-departmental training, and establishing a unified mission for development services. The study also noted that review timelines in some areas exceed targets, and customers expressed a desire for greater transparency and predictability in the process.

Fleet Services Study

The Fleet Services Operational Efficiency Audit resulted in 28 recommendations aimed at modernizing and streamlining the City’s fleet operations. The study found that while the City’s fleet staff are dedicated and the recent move to Public Works was positive, there are opportunities to improve governance, technology, and long-term planning. Key recommendations include creating an internal Fleet Steering Committee, updating the vehicle replacement plan, improving preventive maintenance tracking, and acquiring a dedicated fleet management information system. The report also emphasized the need to update policies, encourage continuing education, and standardize in-house vehicle upfitting to reduce delays and improve efficiency.

Upcoming Studies

A similar operational efficiency study is currently underway for the City’s Information Technology Department. Other upcoming studies will focus on Utility Billing and the Facilities Department.