Process Improvements Hub

SHAPE PHX Release 3
The launch of SHAPE PHX Release 3 in 2026 brought commercial development processes into SHAPE PHX so all PDD customer-facing functions are available in one application. The system supports electronic submission, review and permitting for all PDD services.

Unified Customer Assistance Team
The Office of Customer Advocacy and Ombudsman’s Office will be merged into one team focused on customer service and project assistance.

City Hall Customer Experience
PDD and Public Works are evaluating first-floor City Hall changes including collaboration spaces, improved wayfinding and potential changes to security and check-in.

Website and Customer Resources
Using web analytics and customer needs, we’re working to improve website structure, technical documents and educational materials, with an emphasis on easier access to frequently used services.

Customer Service Standards
All department staff members are being trained on our Personal, Seamless and Innovative Service standards that reinforce the importance of responsiveness, clear communication, problem solving and the department’s policy to return customer calls and emails within 24 hours.

Cross-Department Coordination
We’re working with partner departments involved in development processes to improve alignment, communication and the customer experience across City services.

Performance Tracking
PDD is updating turnaround-time reporting and review metrics using expanded SHAPE PHX data to better understand productivity, work volume and where improvements may be needed.

Pre-Approved Plans
We’re working to expand our catalog of pre-approved plans beyond accessory dwelling units to pursue plans for single-family homes and middle housing. Eligible customers will be able to use these plans to avoid traditional plan review and move more quickly toward a building permit.

Affordable Housing Permit Fee Offset
In collaboration with the Housing Department and Housing Trust Fund, we’re developing a program to cover some or all of plan review, permitting and inspection fees for qualifying affordable housing developments.

Housing Code Modernization
An interdepartmental working group will evaluate City codes and ordinances that affect housing, with a focus on reducing barriers to innovative designs, affordability and livability.

Specialized High-Tech Development Teams
We’re establishing dedicated plan review and inspection teams for high-tech and emerging-industry projects, with recruitment planned for late 2026.

AI-Supported Pre-Submittal Validation
To help reduce overall plan review time, we’re pursuing an AI pilot that will support administrative review before plans enter technical review.

Code and Zoning Modernization
We’re working on updates to our building code and zoning that better reflect current commercial, industrial and housing development needs.

Updated Pre-Application and Preliminary Review
We’re redesigning reports to highlight the information customers need for their next submittal and emphasizing the availability of in-person meetings.

Administrative Review Standards
Updates to our intake and routing procedures will get submittals out of the queue and under review faster.

Building Code Trainings
Public trainings on Phoenix amendments to the building codes, including discipline-specific Q&A sessions. Recordings of trainings will be made available on this page.

Digital Submittals
We are evaluating a transition to digital submittals while maintaining support for customers who present paper documents.

Revision By Inspector Pilot Program
We’re developing a pilot program that would allow Field Review Specialists to review and approve certain limited-scope plan revisions on site instead of sending them back to City Hall for formal review.

Plan Review and Inspections Coordination
We’re working to strengthen coordination between our plan review and inspections functions to provide more consistent guidance from plan submittal through final inspection. This includes aligning our teams under one leadership position to strengthen consistency in policies, procedures and guidance.

Digital Tools and Customer Resources
Our online information and educational materials will be continuously improved to ensure customers can more easily understand available services and requirements.

• New collaboration spaces, improved wayfinding and potential changes to security and check-in at City Hall.
  Design milestone: 4Q 2026
• SHAPE PHX Release 3 brings all PDD customer-facing functions into one application. The system supports electronic submission, review and permitting for all PDD services.
  COMPLETE
• The Office of Customer Advocacy and Ombudsman’s Office are being merged into a unified customer assistance team focused on customer service and project assistance.
  Rollout and promotion: 1Q 2027
• Improved website structure, technical documents and educational materials, with an emphasis on easier access to frequently used services.
  In Progress

• Framework for conversion to digital submittals expected in 4Q 2026, with continued support planned for customers who present paper documents.
  Final analysis and recommendations: 4Q 2026
• Enhancement of Revision By Inspector program, allowing limited field revisions on site and reducing the need to send revision back to reviewers at City Hall.
  Evaluation of staffing capacity: 1Q 2027
• Performance tracking for turnaround-times and review metrics using expanded SHAPE PHX data.
  Draft updates and new tracking metrics: 4Q 2026
• An AI-supported pre-submittal validation will help reduce overall plan review time.
  Pilot target: 3Q 2027

• Updated pre-application and preliminary review reports will focus customers on the most important items for the next submittal.
  Target: 4Q 2026
• Updated intake and routing procedures will make for faster administrative review, with published review time goals.
  Target: 4Q 2026
• Additional pre-approved plans for single-family homes and middle housing, build on existing accessory dwelling unit pre-approved plans.
  RFP milestone: 1Q 2027
• Clearer criteria for when a Traffic Impact Analysis (TIA) is required with a rezoning submittal.
  COMPLETE
• Streamlined rezoning hearings through potential policies for certain rezoning requests that implement adopted land-use plans.
  Engagement milestone: 4Q 2026
• Opt-in zoning framework for eligible properties in adopted Transit Oriented Communities policy areas and potentially designated Cores, Centers and Corridors.
  Council briefing milestone: 2Q 2027

• Interdepartmental working group to evaluate development-related codes and ordinances for opportunities to support affordability, livability and innovative housing designs to support modernization of housing codes.
  Team formation: 3Q 2026
• With additional resources, PDD could expand its text-amendment work program to modernize requirements affecting commercial, industrial and housing projects and reduce recurring reliance on variances and use permits.
  Updated work program and resource needs: 4Q 2026

• Personal, Seamless and Innovative Service training for every staff member in our department, reinforcing responsiveness, communication, problem solving and the department’s 24-hour call and email return policy.
  COMPLETE
• PDD, Water Services, Street Transportation and Fire to coordinate staffing and telework schedules so customers visiting City Hall can more reliably connect with needed team members.
  COMPLETE
• Department-wide cross-training emphasizing collaboration across disciplines.
• City Manager’s Office to lead quarterly meetings among development-related departments to address cross-department challenges and improve consistency in service.
• Continued meetings and listening sessions with our development partners to assess progress and identify where service is meeting or falling short of expectations.

We heard recurring concerns from development partners about slow and inconsistent responses, too many touchpoints, unclear or burdensome requirements, gaps in coordination and codes that do not always reflect current development needs. The initiatives in the Process Improvements Report respond to that feedback and continue work identified in earlier process-improvement efforts.

The recommendations were developed from discussions with development partners, analysis of the challenges they identified and previous process-improvement recommendations. We will continue listening sessions and use customer feedback and performance data to refine the work.

Improvements are being introduced in phases. Some are already complete, many have milestones in 2026 and 2027, and others require additional resources, procurement, policy discussions or City Council direction. The Process Improvements Hub will be updated continuously with the latest changes and information, so check back for updates!

Start with the “Find Changes That Affect You” section and choose the project or role that best fits your work.

We intend for this hub to serve as a living source of information as milestones are reached. [Confirm update cadence before publication—for example, monthly or quarterly.] The page will display a visible last-updated date.

Continue following the requirements that apply to your project today unless our staff provide specific notice that a new requirement or process applies. When an initiative changes what customers need to do, we will publish implementation information and related guidance.

Contact the relevant team in Planning and Development for help identifying the correct service or team for your project.

Can’t find what you’re looking for? Contact Planning and Development’s Ombudsman and Customer Advocacy Team.