Mark H, I like your process, it spells things out in a little friendlier, common language. The two points that stand out most ore the splitting of documents and the "pre-screen".
Our system has a file upload capability, and the max is moving target, but usually around 70mb. Before I came on board I was seeing submittals with several, sometimes dozens of documents. Some would even submit an entire plan set, with one page per pdf file. They were combining the pages in-house then sending them back as a complete set, or broken up in their own way. I had serious concerns about this. What if we missed a page? What if we combined the wrong pages in the wrong order? My solution was to require a full set-no matter what. If they had to use a drop-box, so be it. If they had to use a thumb drive, that is fine too. The reality is, if they format their document properly by following our guidelines, it is very rare a file exceeds our systems capability. The docs need to be optimized, have layers removed and flattened. I did a 536 pg. plan set earlier this year, it ended up right at 100mb, and our system took it. This is an on-going battle, our system limitations are a problem, but it is pretty rare it is a problem now that we provide them with the methods for reducing their file size.
The second: "pre-screen" process. That is an every day struggle. For me, it is the most important step in the process. Unfortunately, most of our people are either unwilling or incapable of even a little critical thinking. Our system lets applicants apply for anything and upload anything. If they don't pre-screen it to verify the application and submittals, we get absolute junk. This problem is a combination of poor personnel, poor software program, and really poor use of the program. I deal with this literally every day.
I think the rush to online everything didn't consider the loss of the human interface. Before, if applicant brought in a plan that wasn't adequate, they were turned away with clear instructions on how to submit immediately. The permit tech could easily explain the problems and offer solutions in real time. Now, an applicant uploads something in the middle of the night, probably applies for the wrong permit type and then assumes it is all good. It is only several days later (or worst case, not until a plans examiner gets to it) that they receive a poorly worded, confusing email from a generic address saying their submittal is incomplete and can't be reviewed. Basically, we are allowing them to submit junk, and they seem to be gladly taking us up on it. If junk gets to me I usually pick up the phone and re-introduce the human element. I explain what i need, the response is usually "I wish somebody would have just told me that 2 weeks ago", or something along those lines. Better submittals would help, better screening and communication would help. I imagine many departments have both of those qualities. Mine does not.
The struggle continues.