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Citing the need to reduce permit application times and reduce the existing plan review backlog by 75 percent, Kitsap County’s Department of Community Development (DCD) is implementing some new business processes. “Our department has been criticized for having inefficient business practices,” said Larry Keeton, DCD Director. “This is one of several steps we’re taking in response to the issues raised in that criticism.
One major change is the new “Open Line” phone system, modeled after the one used by the Public Works Department. The main DCD number (360-337-7181) will be now answered by specially trained staff who can provide immediate answers for the most commonly asked questions. They will also schedule appointments with reviewers, and can route calls to the appropriate staff member for customers needing more technical responses. A new electronic tracking system is also planned for later this year that will allow customers to track information requests, and help staff ensure timely responses.
Beginning April 2, reviewers will only meet with customers by appointment, which should reduce the frustration customers have experienced when reviewers were not available when they come to the counter. DCD management believes that scheduling appointments will respect everyone’s time, and allow for time without customer contact to focus on current and backlogged projects.
Another major change is that all reviewers will dedicate the last hour of each workday to return phone calls, and all calls will be returned within two working days. The lack of returning phone calls in a timely manner has for years been one of the biggest complaints from DCD customers. DCD will also provide a new “Planner of the Day” service. This person can explain the permit process, and answer many general planning questions.
“We see this as an opportunity to provide better service to customers, and provide some relief to our staff. They are equally frustrated when published timelines are missed,” said Jeff Rowe-Hornbaker, Assistant Director, Permitting. “Evaluating and fine-tuning our business processes helps develop reasonable expectations that customer can count on.”. |
