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Code Enforcement - Inefficiencies

Fairfax County’s Department of Environmental Management (DEM)* experienced substantial delays in the issuance of permits and had poor communication between staff and customers.

SOLUTION:

One-Stop Shop - Improved Plan Review & Permitting - Ombudsman

DEM coordinated involved departments into a centralized, one-stop shop to improve the speed and efficiency of the regulatory process. An ombudsman position, complete with decision-making authority, was also created to assist customers through the permit process.

The review of all permit applications and plans, coordination of review by other agencies, and issuance of permits are performed through DEM’s "one-stop shop," the Permit Application Center. At the Center, staff consolidates review comments, helps with resolution of conflicting requirements, and makes decisions regarding final approval. Permit applications are accepted and reviewed and permits are also issued at the Center. Although there are instances where customers must visit the Health Department or Fire Marshal’s Office, the need for such visits is kept to a minimum.

The Permit Application Center is staffed with cross-trained permit technicians who process building, electrical, mechanical, plumbing, and small appliance (household appliance) permits using a computerized permit tracking system. The computer system also provides access to land ownership and addressing records. Most permit review agencies, i.e., contractor licensing, zoning, site approval (for grading, soils, flood plains, easements, etc.), building plan review, and portions of the Fire Marshal’s office are located in the Center. Permit review by the Department of Public Works (sewer approval) and the Health Department (septic system and well approval) is available via facsimile although, on occasion, a permit applicant must visit these offices in person to resolve a permit issue. After all permit and plan reviews are complete, the permit technicians record the approvals into the computer system. The permit is issued at the Cashier’s Office upon payment of permit and any other related fees.

Other customer service initiatives provided at the Center include an information desk to help customers fill out applications and to provide information on the permit process, a communications desk staffed by a permit technician solely to answer telephone calls, and a "green dot" program to help identify first time customers to staff so they can provide a higher level of service.

DEM also established a customer ombudsman position to assist applicants who, because of the nature of the project or lack of familiarity with the process, require specialized assistance. The ombudsman continually looks for new methods to simplify the process while ensuring that individual projects comply with construction codes. The ombudsman also serves as the Chief of the Permit Application Center, giving the ombudsman authority to make decisions and direct staff in the most beneficial way to resolve customer problems. Freeing the ombudsman from administrative duties to enable him/her to provide a high level of customer service required that the assistant section chief assume some of these tasks. The assistant chief also serves as an ombudsman at times of high traffic or in the absence of the regular ombudsman.

SAVINGS:

• Prior to implementation of the Center, it took an average of 4 hours and 13 minutes to process a building permit for a typical single family dwelling with public sewer and private well. The improved system significantly reduced the number of required steps and, in some cases, reduced permit processing times to 47 minutes. The ombudsman program has resulted in fewer incomplete applications and staff time savings that would otherwise be spent revisiting submissions.
• It costs DIS (in real dollars, adjusted for inflation) less to issue a permit, review a plan, and perform an inspection now than in 1988. Establishing the one-stop shop, in conjunction with other customer service initiatives, has meant that it would cost the County $1.5 million less today to handle the 1988 workload than it did 10 years ago.

• Increases productivity and reduces time, cost, and complexity for the customer;
• The "green dot" program and customer ombudsman are two very innovative streamlining elements. The ombudsman is essential for any effective one-stop shop.

• May be difficult to find a qualified person to serve as ombudsman;
• Must have a large operation in order to be successful, and need a sufficient economy of scale to justify an ombudsman.

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

IMPLEMENTATION:

The Permit Application Center was established in 1981 at a cost of $80,300. The customer ombudsman position was implemented at a salary cost of $32,870-$50,877 per year.

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

Zofia A. Zager
Director, Division of Inspection Services
12055 Government Center Parkway
Fairfax, VA 22035
Phone: (703) 324-1980
FAX: (703) 324-3908
Email: szager@co.fairfax.va.us

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