Redondo Beach “concierge service” to streamline process for licenses, permits
by Garth Meyer
Redondo Beach city hall has created a new “concierge program” to streamline the process for residents and business owners to work with the city.
The plan, approved by the city council last week, assigns new employee Dave Charobee, a senior management analyst in the Waterfront and Economic Development Department, as the point of contact for people seeking business licenses, building permits and other city approvals.
The new system makes for one contact across the multiple departments that may be involved in the request. The city’s current project to re-make its website – to be more user-friendly – is part of the program.
One focus for the “concierge” is to give a timeline for responses to applicants’ requests.
“Sometimes it’s a little opaque and can be confusing,” Charobee said.
Flow charts will be created to show the public the steps needed for applications to be processed.
“Six months from now (with the new website up), it will make for a very clear sense of ‘I’m this type of business or that type of business and I want to do the following,’” Witzansky said. “That’s our goal here.”
“Music to my ears” said City Councilman Nils Nehrenheim.
Councilmember Laura Emdee asked that the plan include information not just regarding the city, but also other agencies a business owner may need to contact, such as the ABC for a liquor license.
“It needs to be, not just easier, but to shorten the checklist,” Emdee said. “… If the flow chart takes 67 pages, perhaps we should relook at the flow chart.”
“Points well-taken. Couldn’t agree more,” said Witzansky.
He told of how the city will set its own internal expectations – in order to give a timeframe to people for when they will hear back.
“Managing expectations, or lack thereof, creates consternation for all of us,” Witzansky said.
Councilman Zein Obagi, Jr. talked about giving “a comprehensive checklist, or none at all” to business owners. He suggested the city use a “secret shopper” to help develop “best practices” byway of other cities.
“El Segundo,” Emdee said, referring to the city’s business-friendly reputation.
The idea for a concierge service grew out of discussions during the Redondo Beach city council strategic planning meetings. ER