MODEL # 98-5

TARGETED INFORMATION BROCHURES
FAIRFAX COUNTY, VIRGINIA
EXECUTIVE SUMMARY

Jurisdiction Statistics (FY '97):

• Size of Jurisdiction: 399 square miles
• Population: 899,650
• Dollar Amount of Construction Per Year: $924 million
• % Construction:
• Commercial- 16.3%; Residential- 83.7%; Rehab- 74.8% (res. & comm.)
• Permits Issued Per Year:
• Building- 25,150; Electrical- 20,528; Mechanical- 18,167;

Plumbing/Gas- 24,986

Regulatory Areas:

• Administration & Enforcement
• Automation
• Education & Certification

PROBLEM:

Regulatory Compliance - Outreach Materials

A single, comprehensive guide to how to move through the regulatory system was found to be cumbersome for users to access and sift out the particular requirements that were applicable to them. Considerable time was spent explaining the permit process. Customers did not understand the process, did not bring the correct materials, and would often be upset about having to go through repetitive sessions.

SOLUTION:

Information Brochures

The County chose to use targeted information brochures aimed at specific categories of permit office customers.

DESCRIPTION:

The targeted information brochures are one part of a comprehensive customer service initiative instituted by the Fairfax County Department of Environmental Management (DEM). When DEM evaluated the most effective way to provide permit information to citizens and the development community, it chose to develop a series of brochures, each of which was targeted to a specific audience. This approach was chosen as an alternative to a single cumbersome book that addressed all aspects of the development process. For example:

• Homeowners: Fairfax County has an expanding residential population. Consequently many homeowners apply for permits to build decks, additions and swimming pools, finish basements, enclose carports, etc. To make the permit process as painless as possible for citizens, DEM created specialized brochures describing the documentation required and the procedures to follow to obtain permits and inspections for each type of home improvement project. Several of the brochures include sample plans that the homeowner may use in lieu of preparing their own individualized plans.
• Businesses: The County also has a large office and retail sector, resulting in numerous applications for tenant-layout permits. DEM experienced a high plan rejection rate due to incomplete or non-code compliant plans. The department created a brochure describing the building, electrical, mechanical and plumbing components that must be included on tenant-layout plans. It also includes copies of forms required by the Fire Marshal and other County Offices. The brochure is useful for both laymen and professionals who apply for tenant-layout permits.

DEM has also developed a brochure aimed at the commercial building industry entitled "How to Make the Permit, Plan Review and Inspection Process Work for You." The brochure offers hints to help minimize the time spent during the permit application, plan review and inspection phases of construction.

• Churches and non-profit organizations: Churches and non-profit groups often utilize volunteers or persons unfamiliar with construction to obtain permits. Frequently, they experience frustration maneuvering through the development process. DEM created a guide to the development process which addresses the issues that impact many projects initiated by churches and non-profit organizations.

These targeted informational brochures are extraordinarily popular with both homeowners and industry professionals and are available at the Permit Information Counter, through the mail and through the Internet via the DEM Web Page. The brochures are stored on the DEM computer network and can be easily changed to update information or to incorporate code changes upon adoption of a new edition of the Virginia Uniform Statewide Building Code.

RESULTS:

The brochures have reduced the time it takes applicant to obtain permits:

• Customers understand the steps in the permit process.
• Customers know what will be required to obtain the permit and will bring the correct information with them.
• Plan review is either eliminated through use of County plan details or reduced because the plans are approved upon the first submission.

The brochures have also reduced staff time expended on educating customers

• Staff spends less time explaining the permit requirements and the permit process to applicants both over the telephone and in person.
• Plan review staff spends less time reviewing plans that are incomplete or non-code compliant.
• Department management spends less time handling complaints from applicants who run into unexpected requirements or delays.

EVALUATION BY STREAMLINING COMMITTEES:

Advantages

• Increased coordination between departments;
• Reduces complexity for designers and the general public;
• Employs currently available technology;
• Excellent public information brochures.

Drawbacks

None identified.

The Streamlining Committees designated this program as a streamlined model without modifications.

IMPLEMENTATION:

This program was implemented through administrative action involving the Office of Comprehensive Planning, Office of Transportation, Health Department, the Department of Information Technology, and the DEM customers.

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

Monica Mongoven
Director, Permits Division, OBCS, DPW&ES
12055 Government Center Parkway, 2^nd Floor
Fairfax, VA 22035
Phone: (703) 324-1555
FAX: (703) 324-1865

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