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Hampton unveils Community Development overhaul, cites faster plan reviews and staffing gains
Summary
Interim CDD Director Kim Michael told council the department has filled 28 more positions compared with two years ago, improved plan-review times, promoted multiple staff, and will pursue a new customer-focused permitting software and zoning ordinance modernization to reduce delays.
Interim Community Development Director Kim Michael briefed the City Council on a strategic shift to prioritize customer service, staffing stability and streamlined permitting.
"We've heard the feedback and we're committed to making meaningful change," Kim said, summarizing a department vision that aims to make the office “a connection point for people, ideas, and opportunities where everyone thrives in a healthy, inclusive, and future ready community.”
Kim reported staffing gains — "we now have 28 more positions filled than just 2 years ago" — and a marked improvement in customer-satisfaction metrics since new leadership. She listed recent promotions in the Development Services Center (including Latoya Forbes to DSC manager) and said plan-review timeframes now meet or beat regional standards in most categories. The department provided raw performance details to council: more than 11,000 inspections in the last year, 300-plus certificates of occupancy and more than 2,400 plan reviews in new construction; over 3,600 zoning reviews and more than 450 zoning walk-ins at the DSC.
Kim said procedural steps are being simplified, standard operating procedures updated, internal audits scheduled and a software proposal will be presented to streamline permitting and project tracking. She also described a phased approach to modernizing the zoning ordinance — a full rewrite was endorsed at a recent retreat but staff will pursue incremental updates (such as accessory dwelling unit changes on tonight’s agenda) while planning a comprehensive overhaul.
Council members asked about the Development Services Center’s hours and whether staff benchmarked peer localities. Kim said the DSC is open 8:30 a.m.–4:00 p.m. with permit technicians using 30 minutes at opening and 30 minutes at close for internal reporting; she said the consultant Clarion compared Hampton’s processes to other localities and recommended changes adopted by staff.
Kim closed by crediting staff and asking council to continue supporting resource allocations as the department implements technology and process improvements.
