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Recommendations and Implement Steps - Mayor's Building Safety Task Force

Permit Process

Utilize technology in a positive fashion. The task force understands that the City of Duluth is purchasing new hardware and software that can make a significant difference in how the office conducts its business. Items that this new technology should address include:

  1. Online applications for permits. Contractors and applicants should be able to apply and pay for permits through the city=s website. Payment options should include credit cards. Status: Contemplated for 2006.
  2. Ways to streamline the process, including paying for all needed permits at the same time. The use of credit cards and other forms of electronic payment will ensure the correct amount is paid thus avoiding potential delays. The City Charter and certain City Codes may need to be amended to allow for this important addition. Examine how to coordinate a single permit payment system through the Treasurer's Office for all departments that collect those payments. Status: In progress.
  3. The addition of permit tracking software, which would be reviewable by all concerned City staff from a central location. Include timelines to better ensure prompt action. Status: Contemplated for 2006.
  4. Evaluation of a "team concept" so there are fewer delays in projects with the goal of eliminating such delays altogether. Status: Completed.Inspections
  5. Examine the potential for the City to utilize clerical staff or interns to work with front staff on reducing the backlog of paperwork that crosses the desk. Status: Investigating.
  6. Examine the potential for the City to utilize contract inspectors to oversee smaller inspections to give contractors and homeowners service for fees paid. Status: Investigating.
  7. Establish an educational program outlining what types of inspections are required for different jobs and the timing of when the inspections are required. This need not necessarily be done solely by the City of Duluth B industry periodicals and newsletters can also be utilized to assist. Status: 2004-05.
  8. Examine the potential for training other city staff (firefighters in particular) to perform routine inspections. Status: Investigating.
  9. Provide final inspections for each permit issued to close out files. Status: 2005.
  10. Utilize better technology in the field for inspections, such as the use of "active pdf" files for inspections. Status: 2005.
  11. Establish an internship program for Building Inspection Technology students to assist staff during high-demand time periods. Status: 2005.Communication and Service
  12. Redesign the Department=s website to include applications, checklists and a listing of basic permit requirements. Once the new software is installed, train key personnel from the divisions that will utilize the equipment. Clearly outline the permitting and inspection process on the Department=s website. Scan the existing brochures currently available in the Department office and post them to the website for use of customers. Consider using items such as utility bills to raise awareness about permit issues for homeowners. Through the Communications Office, write Public Service Announcements for use by local media. Status: Investigating.
  13. Organize a program of Investigating seminars in conjunction with trade groups to update contractors and property owners on changes in the process. Status: Investigating.
  14. With input from staff, redesign the front desk area in the department. Staff are often unable to handle multiple customer service requests because there simply isn't enough room. Place fax machines, computers and other communication items nearer the front of the office where staff can more easily reach them. Status: 2005-06.
  15. Encourage better customer service through training programs conducted through the Human Resources Office. Managers should not be exempt from this process and should set an example for their staff in this area. Particular attention should be paid to the concept of consistency in standards, especially in the area of rental housing licensing inspections. Status: Investigating.
  16. Develop a schedule of periodic education sessions for contractors, design professionals and developers to update them on code changes and system developments. Work together with these groups on scheduling so everyone=s time is respected in preparing and conducting the sessions. Provide Building Safety materials on relevant permit and construction information for displays at home supply centers, libraries and home shows. Status: Investigating.
  17. Establish a scale of flat fees for simple maintenance permit items (doors, windows, roofing and siding). Status: Investigating.
  18. City staff are often unable to keep up with the workload they are required to carry from a variety of sources, including e-mail and telephone messages. Therefore, we recommend changing the Department=s office hours to 8:00 a.m. B 4:00 p.m. The last half hour of every day would be spent returning phone calls, answering e-mail and handling outstanding issues of the day. This will allow staff to better serve the public and answer correspondence in a timely fashion. Continue to communicate with front office staff on issues such as average times for permit review and approval. Status: Completed.
  19. The City Administration should consider establishing separate hours for contractors and the general public so as to avoid Acounter crush@ to the best extent possible. These hours could be 8:00 B10:00 a.m. for contractors and 10:00 a.m. B 4:00 p.m for the general public. Status: Completed.
  20. The City Administration should consider establishing a position of "Deputy Building Official" to ensure timely response to issues in the absence of the Building Official. Failing this, the City Administration should consider empowering an assistant with these responsibilities. Status: 2004-05.

    Other issues
  • The City Administration should actively encourage uniform and consistent enforcement of the new Demolition Ordinance by the Department. Status: Completed.
  • The City Administration should consider policies that will de-license rental properties whose owners have shown repeated and egregious refusal to conform to building codes and whose properties show substantial violations or present life, health or safety issues for tenants. Status: Investigating.
  • The City Administration should implement a AConditional Permit@ system, whereby minor flaws that currently deny the issuance of a permit can be fixed on-site by a contractor or homeowner, subject to approval during the final inspection process. No Certificate of Occupancy would be issued until any issues raised by a conditional permit were fixed. Status: Investigating.
  • The City Administration and the City Council should examine ways to remove the City Council from the appeals process. Boards and commissions are set up to handle these issues and referring certain items to the council only serves to politicize the process. Status: Investigating.
  • No plan of action is complete without follow-up. We therefore ask that the Mayor re-convene this group at least annually and more often if necessary to ensure that action steps are being taken and the Department continues to serve the public in an efficient manner. Status: Completed and agreed to.

 

 

 

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