Improving planning services in Wales

To deliver meaningful change, we needed to: 

• Develop a deep understanding of current planning processes
• Engage with the right stakeholders at every level
• Identify critical areas where improvements would have the greatest impact 

During our Discovery phase, we explored the entire planning system to identify challenges and opportunities. We spoke with applicants, planning officers, and other stakeholders to understand their experiences, frustrations, and needs. 

This research revealed several key challenges: 

• Complex processes that are difficult for users to navigate
• Inconsistent approaches across different local authorities
• Resource constraints affecting service delivery
• Outdated technology systems that limit efficiency
• Communication gaps between planning departments and users 

Our findings helped us develop targeted recommendations to address these issues and create a foundation for improvement. 

Building on our Discovery insights, our Alpha phase narrowed our focus to the pre-application process - a crucial early step that sets the foundation for successful planning applications. 

Working in partnership with Cardiff, Vale of Glamorgan, and Gwynedd Councils, we: 

• Mapped the complete pre-application journey from different perspectives
• Conducted in-depth interviews with planning officers and applicants
• Identified common pain points and barriers to success
• Developed and tested prototype solutions with real users 

This collaborative approach helped us design practical improvements that address real needs and can be implemented across Welsh planning authorities. 

We're now refining our prototypes based on user feedback and will continue our close engagement with local planning authorities throughout Wales.  

Our goal is to create solutions that can be shared across Wales, helping to build a more accessible, efficient, and user-friendly planning system for everyone and our project resources and prototype is available for all.