Jeff Marino, Planning Manager at the City of Champaign, Illinois joined the podcast to discuss how the City worked to improve customer service in the building permit and development approval process. The City underwent a Development Services Audit which won an award from the Illinois Chapter of the American Planning Association (APA) and allowed them to implement best practices alongside a new software system. He discussed the purpose of the audit, the importance of coordinating all reviews, and benefits of customer engagement.

This episode was recorded at the American Planning Association – Illinois Chapter 2026 Annual Conference.

Host: Dan Bolin and Andy Cross

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