Throughout 2023, the Building Department in collaboration with other City departments involved in the permitting process, and the support of the I.T. department, have made concerted efforts to streamline and enhance the efficiency of the permitting process. Below is an overview of the initiatives taken, including future actions to come.

Actions Taken in 2023:

Cross-Departmental Workshops and outside consultant study: We organized workshops with stakeholders from various City departments to understand bottlenecks and develop interdepartmental workflows that reduce permit processing times. In addition, an outside consultant was brought in to analyze and provide recommendations for improvements. These recommendations have been presented and approved by Commission and are being addressed through the City Manager’s office Policy Working Group and Change Control Advisory Group (CCAG).

Staff Training and Development: Our personnel undergo specialized training in their areas of responsibility and systems to better understand the technologies and workflows, resulting in a more knowledgeable workforce able to assist applicants effectively. Weekly training has been supplemented by adding different trade chiefs to the training and different departments. International Code Council(ICC) Permit Tech training of 8 hours was provided in October to enhance all of the permit techs knowledge of code.

Improved Online Navigation: As of 8/29/2023, CMB website's homepage has been updated to include an easily accessible consolidated permit landing page. This page, as well as its subpages, will be updated on an as-needed basis. Checklists per permit type (175+ in total) have been revised and prepared for newly formatted template designed by CMB Communications Department.

Public Outreach: We launched a series of outreach programs to educate the public on the permitting process, ensuring higher compliance rates and fewer submission errors.

Data-Driven Decision Making: Utilizing data analytics and surveys we identified common issues and delays in the permitting process, allowing for targeted improvements. The department carefully reviews feedback from monthly surveys, using it to inform improvements. When the feedback indicates a lack of understanding about the systems or processes, staff follows up with personalized training or guidance, fostering better customer knowledge and smoother processes.

Policy and checklists Revisions: Through continuous review, we updated several policies and checklists to remove outdated requirements and streamline the permitting guidelines.

Actions for 2024:

Innovation in Processes

Assign a dedicated permit representative to each permit application that will be the customers go-to person throughout the life of their application process to streamline communication and provide applicants with a personalized experience. This will also assist in reducing the calls to the call centers and other areas as this will offer a single point of contact for applicants throughout the permit application process, reducing confusion, and improving overall customer satisfaction.

Dedicated staff member to monitor and advance stagnant applications, with a special focus on critical quality of life permits like air conditioning and roofing. They engage proactively with applicants to resolve sticking points and expedite the approval process.

Dedicated Private Provider Staff: Individual tasked with managing projects that utilize private providers, ensuring there's consistent oversight and that standards are met across the board.

County Representative Engagement: Hosting a county representative on a monthly basis to provide direct answers and information about the county's permitting processes, which can help clarify procedures for applicants and reduce confusion and delays.

Extended Public Training Hours: Recognizing the need for more flexible training and assistance schedules, additional monthly training sessions are being planned. These sessions will not only take place after normal business hours to accommodate varying schedules, but will also be available virtually, expanding accessibility.

Technological Advancements

·       Expansion of Online Services: Broadening our digital service offerings to include more permit types and related city services including the “Decision Engine” that will help applicants pinpoint exactly what permit and submission documents they need for their project.

·       Virtual Inspections: We plan to further explore employing video technology to conduct inspections remotely can save time and resources.

·       Real-time inspection route tracking and ETA notifications sent to customers with scheduled inspections. The department is working with I.T. and Procurement to acquire a tool that will provide estimated times of arrival for inspectors, allowing applicants to have a better understanding of when to expect inspections to occur. This will enhance planning and reduce waiting times for applicants.

By implementing these technologies and process enhancements, the Building Department aims to deliver a more efficient, transparent, and user-friendly permitting experience. We are committed to ongoing improvements and are excited about the future developments that will further enhance our service to the community.

Staff Training

Technical Skill Development: Training employees on new systems and technologies ensures they are well-equipped to handle the latest digital tools.

Customer Service Enhancement: Educating staff on best practices in customer service can improve the overall experience for applicants.

Regulatory Knowledge: Keeping staff updated on changes in regulations ensures that the department applies the most current standards during the permitting process.

Each of these initiatives demonstrates a concerted effort to not only speed up the permit process but also to improve the overall applicant experience through responsive customer service and the strategic use of technology. Expanding training opportunities and offering digital solutions reflects a department that is adapting to the needs and expectations of the modern customer.

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