| Amazing improvements in government service are not reported too often. Here is one that many would like to see in Kitsap County. The City of Tacoma took customer service to a new level in 1995 with ultra-fast building permit processing; and, a money back guarantee if the allotted time is exceeded. Gary Peterson, Tacoma’s Manager of Building and Land Use Services interviewed architects, engineers, builders, remodel contractors, and other customers, asking a simple question. “What type of service do you need from us?” Then, the City took its customers needs to heart and effected change.
The Tacoma interviews revealed that customers want three things from their government permit departments: efficient service, predictability, and consistency. Money is at stake with bank loans and other customer timetables. As everyone in the real estate business knows, time is of the essence. Therefore, certainty regarding timing is very important. Peterson’s department implemented process improvements and added staff to achieve impressive reductions in the time required to process building permits in Tacoma. While a fee increase was necessary, the result was the establishment of impressive “level of service standards.” According to Peterson, these standards are as follows:
• Residential Permit, 2 weeks
• Commercial Permit, 8 weeks
• Short Plat, 30 days
• Land Use Permit/Rezone, 20 days
• Garage, same day
• Office Improvement, same day
These standard timeframes are maximums and they are all backed by a money-back guarantee. If applicants don’t receive their permit within the prescribed time, than the necessary service was not performed and the fee is refunded. Tacoma hired a Permit Coordinator to monitor all processes for compliance. If a problem is found, the coordinator works with the applicant to facilitate communications. This person ensures the permit process does not go over the prescribed time despite any difficulties that may be encountered.
Peterson has implemented an exciting new process, which allows Tacoma to issue permits in even less time than the service standards allow. His department actually works with the design team as they are designing a new structure. By the time construction documents are ready, the City is finished with its reviews. Instead of the process starting at the end of the design process, the permitting review is completed concurrent with design. This process saves money.
Peterson advises, “We spend fewer hours in review working as a member of the team than we would in the traditional process; and, we get a higher level of code compliance — one the City’s goals.” There are also benefits for design teams who receive more feedback regarding building codes when it is really needed. Additionally, it costs design teams less to meet the code because compliance is designed in, making modifications unnecessary.
Tacoma is aggressive about economic development. The City’s Building and Land Use Department encourages people and businesses to come to the City by providing certainty regarding their ability to get a permit so they can better plan their relocation and/or business startup.
In Kitsap County building permits can take longer to obtain, especially where site visits are required. However, “the time required has been cut in half in the last two years” according to Mark Grimm, Building Official, Kitsap County. Managed growth under a comprehensive plan adds requirements for time-consuming but beneficial environmental reviews. If a building is over 5000 Sq. Ft, additional review is necessary adding time to the permitting process. Grimm stated, “It is difficult to track how long these will take.”
Land Use Permits in Kitsap County take substantially longer than in Tacoma. Planners have 78 days to get applications to the hearing examiner. Then the examiners complete their review within 2-3 weeks. Compare this to 20 days in Tacoma. Grimm is hoping that garage permits and office improvements will soon be handled over-the-counter in Kitsap County. Presently they can take a couple of days. Staff is being trained to handle such requests on the spot.
Grimm’s department has increased coordination with the Health Department on septic, well water, and drinking water issues. Grimm pointed out that “concurrent reviews streamline the permitting processes. Kitsap County has also instituted a standardized site plan for health district, site, and building plans. During the next couple of months, the department will be instituting a process of looking at every permit in the first 24 hours to forward applications to the appropriate departments. The next step will be to institute problem reviews within 24 hours.”
To its credit, Kitsap County’s permitting fees are among the lowest in the nation. Kitsap County has not increased permit fees since 1994. “They are the lowest in Washington. We have added two people at the front counter and an additional plan reviewer without increasing fees. Residential permits are currently priced at 80 percent of Uniform Building Code standards. However, a fee increase is being considered for the future,” according to Grimm. When asked about the money back guarantee provided by in Tacoma, Grimm responded, “That would seem to constitute a gift of government services, which is illegal. I am surprised that Tacoma can offer such a guarantee”. |
