MODEL # 97-8
AUTOMATED TELEPHONE ANSWERING SYSTEM -
LAND DEVELOPMENT BUILDING PERMITS SYSTEM
WASHINGTON COUNTY, OREGON
EXECUTIVE SUMMARY

REGULATORY AREAS:
Automation

PROBLEM:

How to implement a telephone system to improve communication of building inspection information to customers and to reduce high staff workloads caused by telephone traffic.

SOLUTION:

The Washington County Automated Telephone Answering System was developed to provide a hardware/software system capable of automatically performing routine but critical telephone interaction with the public, specifically dealing with building inspection information delivery. The system decreases the amount of staff time necessary to accommodate the telephone load, while simultaneously increasing the acquisition speed and accuracy of the information requested by the public and contractors dealing with the building and land development divisions.

DESCRIPTION:

The comprehensive submission package begins with several Washington County inter-department correspondences dealing with certain administrative procedures required to implement the system. This is followed by an overall description of the program (entitled "Land Development Building Permits System"), which includes discussions of goals, identifiable problems, resolutions, ways to adapt to the existing system, a cost summary, and cost savings and productivity enhancements. The Cost Summary details the costs for the required hardware and software, the costs for implementing and maintaining the system, and a brief description of how the program funding will be attained through user fees.

The next section of the submission includes ten segments detailing the more technical intricacies of the program This includes computer language and technical critical path method diagrams that would probably be better left to the programing and MIS professionals involved with the installation of the program's computer hardware and software.

Finally, there are several sections designed for the end user of the system depicting the information flow and the control of system when the "host" is unavailable. There is also user friendly step by step instructions on how to access the Inspector Line. This illustrates how relevant information can be more conveniently and efficiently transferred between inspectors and customers through the automated answering service.

EVALUATION BY STREAMLINING COMMITTEES:

The Automation Task Group noted as a strength of the program that contractors get up-to-date responses from the building department, which reduces staff interactions. The Task Group made no modifications to the program, and recommended advancement as a regulatory tool.

Both the Regulatory Affairs Committee (RAC) and the National Project Review Committee (NPRC) recommended the model to be used as a tool in conjunction with similar regulatory programs.

IMPLEMENTATION:

The Automated Telephone Answering System was developed by the Building Services Department and by micro-computer support staff at a cost of $50,000. Implementation was made utilizing the advice of area builders and contractors, and was adopted through administrative action. It is currently in place in Washington County, Clackamas County, Portland, and other jurisdictions in the state of Oregon.

FOR MORE INFORMATION OR ASSISTANCE IN CONSIDERING THE USE OF THIS MODEL, PLEASE CONTACT:

Bob Kelly
NCSBCS
505 Huntmar Park Drive
Herndon, VA 20170
(703) 481 2024
bkelly@ncsbcs.org