MODEL # 98-19

ONE-STOP PERMITTING SYSTEM
CITY OF IRVINE, CALIFORNIA
EXECUTIVE SUMMARY

Jurisdiction Statistics:

Population: 127,200
Size (square miles): 43.1

Regulatory Areas:

Administration & Enforcement

PROBLEM:

Permit Office Procedures - Customer Service

The City of Irvine wanted to implement a one-stop permitting system to provide a higher level of customer service than by simply placing departmental representatives at the same counter.

SOLUTION:

One-Stop Permitting - Procedural Efficiency Measures

The City initiated a Streamlining effort constructed around a "true" one-stop permitting system that utilizes quicker, more efficient, and more predictable procedures to bring effective service to permit customers.

DESCRIPTION:

The City of Irvine's Processing Streamlining program was developed over the years as an on-going process to streamline the City of Irvine's entire building permit process. The City calls their system a "true" one-stop process because it incorporates all involved departments and relevant phases into a single systematic approach. In addition to the one-stop process, the City's streamlining effort contains several other components.

One-Stop Permit Processing. A public counter is available to serve the needs of all the permitting customers through a single permit specialist. Distribution among functions such as building, zoning, engineering, police, fire, and transportation services for review and approval is handled behind the counter. Other types of permits, such as special event, encroachment permits, and others are handled through a monitored distribution system followed by centralized communication with the applicant. In addition to a comprehensive construction and permit service, there is a specific counter section to provide service for planning entitlements. Each permit application received is entered into the Citywide computer system and monitored throughout the process from plan approval through inspection. A complete record is maintained of each permit application.

Self-Service Permit Processing. Some permit applicants can simply drop off their applications and plans by placing them in a designated bin in the public counter lobby area. This saves the applicant from having to wait in line to meet with a permit specialist, and applies in the following situations:

New permit applications. The applicant completes a routing form which outlines the description and details of their project. The applicant computes fees from detailed handouts, pays the cashier, and attaches a copy of the receipt to the application and plans. All other required information is attached to a check list, and the documents are placed in the bin for later review.

Computer Screen Permit Application Status Inquiry. A touch screen inquiry computer terminal is maintained in the permit counter lobby area. By touching the screen, anyone can easily go into the City data processing system and find the status of their application. Each professional or technical staff review is recorded in the database at each step of the process. The City also maintains telephone and fax services to provide status information and stipulate when the permit review will be completed.

Fees. The City maintains a system whereby permit fees for each project are calculated by square feet or acres rather than conversion charts typically used by other jurisdictions. These fees are based on specific automated analysis of demonstrated staff and user performance on typical groups of construction and event categories. Other jurisdictions use a model code conversion chart, sometimes with a local factor, which is not specific and has little or no nexus.

Plan Review Turnaround Time. The City has specific turnaround times established in its Business Plan. If City staff cannot meet these deadlines due to heavy workload, qualified consultants are used. The turnaround time commitment is delivered so that the customers' expectations are satisfied.

Inspections. All inspections are provided on the work day after the call for service is received. A system of outsource inspection services is maintained for specific types of projects for which this kind of service is manageable and feasible. They include residential reroofing, residential HVAC replacement, and residential appliance replacements. The City advertises twice each year for qualified individuals to perform inspections. Inspectors are extensively trained and tested on the use of a documented checklist for each project. When they qualify, their name is placed on a published list which is given to applicants for them to contact to perform the inspections. The outsource inspection service fee is a private matter between the applicant and inspector. The outsource inspector completes the City checklist when the job is approved and submits it to the City with a processing fee of $15.00 to cover the cost of entering the project into the City computer system. The work of outsource inspectors is spot checked by an Inspection Supervisor on each submittal, and each inspector is required to sign a conflict of interest statement.

Interactive Telephone System. An automated telephone system is used that provides information on inspection requests and the results of inspections.

Permit Records. A historical database of all permits and inspections throughout the city is maintained. The history for any property can be easily accessed by owners, realtors, attorneys, and potential property owners for a variety of reasons. Information is used by the City to conduct property research, fee analysis, and statistical reporting in a cost effective manner.

GIS Mapping. The City maintains a comprehensive property database mapping system. All building footprints, yards and property information are maintained in this system. Also included is a base map with 160+ map layers showing infrastructure, boundaries, planning areas, locations of ground water and hazardous materials, and a variety of other information.

Information & Customer Service. Information bulletins are provided in the public counter library. A Bulletin Manual is available through a subscription service to the public. Bulletins are added or revised quarterly, and any request or need for interpretation is published. A quarterly Building and Safety Newsletter is widely distributed to the development community. Customer review forms are also provided.

EVALUATION BY STREAMLINING COMMITTEES

Advantages

The program increases productivity and reduces time, cost and complexity;
The program is a well-organized, thorough, and mature program that embraces continuous improvement;

Limitations

None listed.

The Streamlining Committees designated this program as a streamlined model to be considered in conjunction with other one-stop permitting models.

IMPLEMENTATION:

This program was implemented through administrative action of the City of Irvine. A report on costs and savings is enclosed in the submission. Required resources are additional or reassigned personnel, budget appropriations, and transfer of programs.

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

Robert Storchheim
Chief Building Official
City of Irvine
1 Civic Center Drive
P.O. Box 19757
Irvine, CA 92606-5208
Phone: (714) 724-6453
FAX: (714) 724-6444
Email: bsirvine@pactell.net

Or NCSBCS STAFF:
Carolyn Fitch
National Conference of States on Building Codes and Standards
505 Huntmar Park Drive, Suite 210
Herndon, VA 20170
Phone: (703) 437-0100
FAX: (703) 481-3596
Email: cfitch@ncsbcs.org