Horizon Centre, Inc.

Integrating Services for Customers

Horizon Centre is a unique consulting firm that is dedicated to improving development and building processing systems in order to integrate services to meet customer needs. Horizon Centre has created and perfected a one of a kind project-oriented system model that centers on fulfilling customer expectations and strives to make governments more seamless. The model ensures that client's needs are addressed in two fundamental areas, including:

Customer Expectations & Partnership Culture

What do customers view as criteria or expectations for a successful system? Do customers feel there is a partnership culture where they work can with staff in a collaborative way to solve problems? Horizon Centre facilitates customer feedback to arrive at a clear set of success factors for clients to use as a measuring stick of customer satisfaction.

Project-Oriented Approach

Our unique project-oriented system template illustrates how a client can easily and quickly redefine their processes to understand the customer's immediate objective for development, then in turn identify all the required project approvals/permits and the associated processing steps to achieve the most efficient overall approval timeline. The approach adds a critical overlay of project management to ensure customer needs are met and missteps and frustrations are minimized. "Time is money", so achieving timeliness and predictability are the key objectives for successful service delivery.

Examining System Infrastructure

Improving the development and building process, requires close examination of all components that influence the “system” as a whole. Actions to improve regulatory functions are difficult to achieve unless the overall philosophy is embedded in systems thinking. Systems thinking commands that it is the “infrastructure that drives behavior” of staff, customers, and the public. To have an effective and efficient process, underlying infrastructures must be evaluated and improved, where required. Horizon Centre's propriety system "building block" model organizes key system components and ensures that all aspects affecting development processing efficiency and predictability are considered. These system infrastructure "building blocks©" include:

Core Business Processes: Are the steps in the development processing system process integrated and efficient and reflect a serviced-based culture?

People Interactions: Are communication mechanisms for staff, customers, and citizens structured to share information freely, manage projects effectively, and resolve issues or conflicts as they occur?
Regulations and Support Documents: Are the policies, codes, and support documents that drive the review process understandable, objective, and reasonable?
Technology: Do the tools available to people provide for accurate and real-time information, tracking of customer projects, and assist in informed decision-making?
Physical Space: Does the physical environment reflect a user-friendly, service-oriented approach for customers and citizens that interact with the process?
Organizational Structure: Is the organization structured to be cost effective, provide appropriate resources to staff, and support a project management approach with accountability for performance?

	Development Processing System Assessments
	Management Audits
	Customer Surveys & Focus Groups
	Benchmarking and Best Practice Studies
	Process Re-engineering
	Development Processing System Improvement Programs
	Performance Measurement Programs
	Cultural Change Facilitation & Management
	Organizational Restructuring and Staffing
	Transition and Implementation Planning
	Cost-of-Service Studies and Revenue Enhancement
	Technology Assessments and Information Integration

	Lake County, Illinois
	City of Corpus Christi, Texas
	City of Alameda, California
	Prince William County, Virginia
	Yakima County, Washington
	El Paso County, Colorado
	City of Medford, Oregon
	Salt Lake City, Utah
	Ogden City, Utah
	City of Portland, Oregon
	US DOT, Office of Airline Information
	City of San Diego, California
	Lee County, Florida
	Atlantic City, NJ Airport Authority
	City of Vancouver, British Columbia
	City of Denver, Colorado
	City of Honolulu, Hawaii
	City of Milpitas, California