Sonia Nanda

Sonia Nanda has more than 15 years of management experience working for technology companies ranging from startups to Fortune 500s. She most recently served as Vice President of Operations and Customer Support for Guidance Software, Inc. In her ten-plus years of employment at Guidance Software, Sonia helped scale enterprise systems and processes to support revenue growth from a $10 million business to a $120 million business. Her areas of expertise include customer service strategy and business process re-engineering to optimize operations performance. She holds a BA from Smith College.

PROJECT: PERMITTING PROCESS REFORM

The Los Angeles Bureau of Engineering plays a unique role in overseeing the changing needs of the dynamic city through projects that touch on almost every aspect of life for city residents – from the revitalization of the Los Angeles River to the construction of the Mid Valley Intergenerational Multipurpose Center. FUSE Fellow Sonia Nanda focused her work on the department’s complex permitting process with the end goal of recommending improvements to streamline the process and create transparency within the development community. Sonia’s work is leading to the implementation of one key recommendation that will change the entire internal and external stakeholder experience: the adoption of an electronic plan check, review, and routing system involving the coordination of staff from at least six different agencies. This electronic permitting workflow will eventually be integrated with LA Building & Safety’s online portal, which is currently in design phase. During Sonia’s fellowship, two major insights were illuminated: to have more opportunities for employees to collaborate with each other and their counterparts at agencies, and the need to conduct customer outreach on an ongoing basis.