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Presented by |
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Andrew A. Adelman, P.E. |
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General Manager |
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Provides services to Los Angeles residents
through 20 different offices located throughout the city |
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Serves over 270,000 walk-in customers annually |
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(over 1,000 customers every working day) |
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Serves over 750,000 phone customers annually |
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(over 4,000 customers every working day) |
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Issues over 118,000 permits with an estimated valuation
of over $3.2 billion annually (over 400 permits issued with a valuation of
over $12 million every working day) |
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Reviews and approves plan for almost 40,000
projects annually (approximately 160 plans every working day) |
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Conducts over 600,000 inspections annually |
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(over 2,400 inspections made every working
day) |
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Completes and closes over 44,000 code
enforcement cases annually (over 170 requests for service every working
day) |
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Brings back over 36,000 properties to compliance
annually |
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Abated over 2,300 nuisance and abandoned
buildings in the last three years |
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Issues over 13,000 trade licenses for 22
different occupations annually |
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Provides information regarding over 95,000
addresses for our customers |
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e-Permits (Internet and fax) |
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LADBS customers can now apply, pay for and
obtain simple permits from their home or office by Internet or fax, allows
LADBS customers to be on-line instead of in line |
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Over 80,000 of our permits do not require plans
(which potentially could qualify for e-Permit) |
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This service can eliminate thousands of car
trips and thousands of hours of customer time |
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Customer Call Center (CCC) |
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Fully implemented CCC with toll-free number |
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(888-LA4-BUILD) |
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Replaces hundreds of individual phone numbers |
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LADBS handles over 750,000 phone calls annually |
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Customer calls are answered in an average of 12
seconds |
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Automated Customer Queuing System (Q-Matic) |
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LADBS serves over 270,000 walk-in customers
annually |
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PC-Based customer queuing system now installed
at all four Construction Services Centers |
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Reduces waiting time and customer anxiety |
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Provides key statistical information for
staffing/operational decisions |
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Automated Inspection Request System (AIRS) |
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Allows customers to request all construction
inspections by phone 24/7 |
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Customers do not need to speak to live operators
to request an inspection |
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Reduces peak volume of calls to LADBS Customer
Call Center |
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Inspectors route sheet is automated so that
requests for inspections are scheduled for the next business day for each
inspector |
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Inspection Callback Sub-system (ICBS) |
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Automatically telephones customers who have
requested “called” inspections |
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The customer is given a “2 hour window” and
other inspection confirmation information |
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More inspection field time available for
inspectors |
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New LADBS Web Page |
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Completely redesigned LADBS web page (www.ladbs.org) |
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Allows simpler access to new e-services
(e-Permit, zoning, forms, parcel profile reports) |
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Can eliminate thousands of customer trips to our
Zoning Counter |
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Research reports are downloadable and a permit
fee calculator is available |
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Internet Document Imaging System (IDIS) |
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Project has started digital scanning of building
records |
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Will create Internet-ready access to index of
records |
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Will eliminate the need for thousands of
customer trips |
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Will perform back file (historical records)
conversion as funds are available |
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Provides access to Department documents through
the Internet |
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Plan Check and Inspection System (PCIS)
Upgrades |
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Now PCIS automates inspection route assignments,
status and inspection results |
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Electronic validation of data (parcel info,
contractor and business licenses) |
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Electronic clearance and fee calculation |
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Code Enforcement Information System (CEIS) |
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Combines computer hardware, software, and
databases designed to track and report the Department’s activities |
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Gathers data on properties where the Department
has received complaints and referrals on Building, Plumbing, Mechanical,
Electrical, and Zoning Code violations |
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Generates reports on Code Enforcement activities
and provides quick access to relevant information for inspectors and
supervisors |
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Automates the code enforcement complaint
tracking process |
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Residential Property Reports Automation
(AUTORES) |
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Web based application that allows the public and
real estate companies to request and pay for a report showing legal use and
easement via the Internet |
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Used by LADBS and Public Works Engineering for
research |
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Automates the application, processing, and
distribution of approximately 50,000 Residential Property Reports each year |
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Information Bulletins Online |
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LADBS consolidated and streamlined over 30 years
worth of code interpretations, Rules of General Application, and technical
bulletins into one easy to read format |
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Information Bulletins are available on LADBS
Internet (www.ladbs.org) |
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Equipment Upgrades |
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Increased number of PC’s in the Department from
300 to over 900 |
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Issued over 400 cell phones to all Department
inspectors and supervisors |
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Upgraded over 700 PC’s to Pentium II and higher |
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Improved Department’s customer service,
efficiency, and responsiveness |
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Changed Department’s attitude from “Regulator”
to “Facilitator” |
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Created workload indicators and performance
targets |
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Monitored performance and hold staff accountable |
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Created much improved Construction Services
Center in the Metro, Van Nuys, San Pedro, and West Los Angeles Offices |
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Created an award winning Customer Call Center
with Toll Free number |
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(888) LA4BUILD for all Department services |
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Established better internal and external
coordination and consistency |
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Created new Code Enforcement Bureau to improve
quality in life in neighborhoods |
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Improved Department’s plan check and inspection
turn-around |
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Monitored and improve customer service through
cold calls, quality calls, and customer satisfaction surveys |
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Established uniformity of codes and
interpretations in the region |
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Increased number of code enforcement cases
closed from 17,000 to over 44,000
annually |
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Utilized technology and automation to enhance
Department’s performance |
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“BUILDING DEPARTMENT OF THE YEAR” from
California Building Officials (CALBO), March 1999 |
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“BUILDING OFFICIAL OF THE YEAR” from California
Building Officials (CALBO), March 2000 |
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NOMINATED FOR “INNOVATIONS IN AMERICAN
GOVERNMENT AWARD” from Harvard University John F. Kennedy School of
Government, May 2002 |
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“GRAND PRIZE FOR PRODUCTIVITY AND QUALITY” from Los Angeles County Board of
Supervisors, September 1999 |
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“TREASURE OF CENTRAL CITY ASSOCIATION” from Los
Angeles Central City Association, January 2000 |
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“LOCAL GOVERNMENT OFFICIAL OF THE YEAR – WEST
REGION” from Building Industry Association, February 2000 |
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“SPECIAL RECOGNITION AWARD” from Los Angeles
Area Chamber of Commerce and Construction Industry Awards Committee,
October 2001 |
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“NATIONAL STREAMLINING ACHIEVEMENT AWARD” from
National Conference of States on Building Codes & Standards, May 1999 |
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“ROSE AWARD” from Los Angeles Downtown Breakfast
Club, April 1999 |
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“THE WESTSIDE PRIZE 2000” AND “THE WESTSIDE
PRIZE 2002” from the Westside Urban Forum, June 2000 and June 2002 |
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“PUBLIC SERVICE AWARD” from Structural Engineers
Association of Southern California, June 2000 |
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“LEADERSHIP IN ENGINEERING FOR REVITALIZING KEY
MUNICIPAL SERVICES” from Institute for Advancement of Engineering, February
2000 |
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“PRODUCTIVITY IMPROVEMENT AWARD” from City of
Los Angeles Quality and Productivity Commission, 1997, 1998, 1999, 2000,
2001 & 2002, 12 Awards for:
Customer Call Center, e-Permits, Streamlining Over-the-Counter
Building Permit Process, Q-Matic Customer Queuing System, Code Enforcement
Bureau, Proactive Code Enforcement Program, Los Angeles Regional Uniform
Code Program, LADBS Information Bulletins Program, Automated Inspection
Request System, Centralized Request for Inspections, Vacant Building
Abatement Program, and Citywide Nuisance Abatement Program |
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Notes