The Single Window System is a digital platform that enables residents, businesses, and developers to submit applications for planning and building permits through one centralized system, eliminating the need to visit multiple government offices.

This platform allows government agencies to share information and process applications more efficiently, helping to speed up the approval process for planning and building permits.
Applicants are only required to submit their applications electronically through the system. Once submitted, the application will be automatically available for review and processing by the relevant Local Authority (LA).

In other words, no additional paper-based application is required, as the entire process is completed online.

Neighbourhood Democratic Councils (NDCs) are still required to approve Single Family Residential applications within their jurisdiction. This responsibility has not changed with the introduction of the Single Window System.

The only change is that applications are no longer submitted through paper-based processes. Instead, they are submitted electronically through the Single Window System.

Through the system, the NDC will be able to:

1. Process and approve Building Permit applications for Single Family Residential developments within their jurisdiction.
2. Provide comments or feedback on Non-Residential Applications (NRA) within their jurisdiction.
3. Make decisions within 30 days for residential applications and provide comments on non-residential applications within 10 days.

The Neighbourhood Democratic Council (NDC) acts as the local authority responsible for reviewing and processing single family residential applications for building permits submitted through the Single Window System that fall under its jurisdiction.

The NDC is responsible for:

1. Assisting applicants with uploading their applications onto the Single Window System portal where necessary.
2. Processing applications submitted through the portal within the specified timelines for each stage of the application process.
3. Issuing building permits once applications have been reviewed and a decision has been made.

The system helps the NDC to:

• Process applications more efficiently through a centralized digital platform.
• Maintain digital records of all applications and related documents.
• Improve transparency and accountability in the application review and approval process.
• Communicate more easily with other government agencies and applicants.

Upon receiving an application through the Single Window System, the NDC should:

• Validate the submitted documents to ensure all required information and attachments are provided.
• Request comments from the PHO (Public Health Officer) where applicable.
• Provide comments on the application based on the review.
• Process the application in accordance with the established procedures and timelines.
• Provide an opinion or recommendation on the application.
• Close the application on the portal once the application process is completed.
• Issue the Building Permit and approved Building Plan.

The system reduces delays by allowing multiple agencies to review applications simultaneously rather than sequentially.

Additionally, because applications are submitted and processed digitally, there is no need for the physical transfer of documents between offices. This speeds up communication, improves coordination among agencies and helps ensure that applications are processed more efficiently.

The system maintains a digital record of all applications, actions taken, and decisions made throughout the review and approval process.

This helps to ensure greater accountability, as all activities within the system can be tracked and monitored by applicants.

It also reduces opportunities for delays, lost documents, or miscommunication, thereby improving transparency in NDC operations.

The Single Window System allows different government agencies to access and review applications simultaneously, which improves coordination and speeds up the approval process.

Agencies can be invited through the system to provide comments or feedback on applications that fall within their area of responsibility.

For Residential Applications:

• The NDC processes residential applications in their entirety within its jurisdiction.
• The Public Health Officer (PHO) / Environmental Health Officer (EHO) are required to review the application and provide comments or feedback where applicable.

For Non-Residential Applications:

• The NDC provides comments or feedback on the application through the system.
• The Central Housing and Planning Authority (CH&PA) reviews the application and makes the final decision regarding land use and would issue the Planning Permit.
• The NDC / LA will then issue the building permit for the Non-Residential Applications.

NDC staff are responsible for:

• Reviewing applications submitted through the Single Window System portal.
• Verifying the documents and information provided by applicants to ensure they meet the required standards.
• Communicating with applicants through the system when additional information or clarification is required.
• Providing recommendations or approvals within the scope of their authority and in accordance with established procedures and timelines.

To ensure the successful implementation of the Single Window System, the NDC should:

• Educate residents and applicants about the application process and benefits of the system.
• Encourage transparency and efficiency in the review and approval of applications.
• Support staff with training and resources to use the system effectively.
• Address community concerns regarding the system and its processes.
• Assist residents and applicants in accessing the system when needed.
• Help applicants upload documents and applications to the portal, including converting any paper-based applications into digital format.
• Collaborate with the PHO to ensure timely review and processing of applications through the portal.

If an application is incomplete, the NDC should:

1. Mark the document that is incomplete as “Not Valid” in the Single Window System.
2. Notify the applicant about the missing documents or information required to process the application.
3. Ensure that the description of the incompleteness is precise and helpful, so the applicant understands exactly what corrections or additional documents are needed.

Example:

• If a site plan is missing, indicate: “Site plan not submitted – please upload a complete site plan showing property boundaries and proposed structures.”
• If Identification Card is not clear or blurred, indicate: “The Identification card is blurred– please upload a copy of your ID card with your information clearly shown.”
  This approach ensures that the applicant can correct the application quickly, reducing delays in the review process.

To ensure smooth and efficient processing of applications through the Single Window System, the NDC should:

• Ensure all staff are trained and knowledgeable in using the Single Window System.
• Inform the public and applicants about the Single Window System and how to use it.
• Update application status and information on the system within the specified timelines.
• Monitor applications regularly on the portal and address any issues promptly.
• Maintain up-to-date User IDs and passwords for staff accessing the system.
• Communicate any changes in fees to the CHPA so the portal reflects the most current fee schedule. (If updates are not provided promptly, the fee displayed on the portal will remain effective.)
• Notify the CHPA promptly of any changes in staff who will be using the portal to ensure access is correctly managed.

Residents can submit applications through the Single Window System by following these steps:

1. Create an account on the Single Window portal.
2. Complete the required application form for their project.
3. Upload all supporting documents required for the application.
4. Submit the application online for review by the NDC.

Please Note:

The standard processing time for a residential application is 30 days.

To ensure timely processing, the NDC may wish to schedule additional meetings dates or reviews as needed to complete the application within this 30-day period.

If the NDC experiences any challenges while using the Single Window System, please contact the Central Housing and Planning Authority (CHPA) for assistance at: Telephone: 227-0144