HomeMy WebLinkAboutPACKET Board of Appeals 2019-08-29Prepared: Aug. 26, 2019
AGENDA
ESTES PARK BOARD OF APPEALS Thursday, August 29, 2019 4:00 p.m. Board Room, Town Hall 170 MacGregor Avenue, Estes Park
1. OPEN MEETING
Board of Appeals member introductions
2. APPROVAL OF AGENDA
3. CONSENT AGENDA
A. Approval of minutes from meeting on May 9, 2019
4. PUBLIC COMMENT
The Board of Appeals will accept public comment regarding any items not listed on the
agenda.
5. DISCUSSION: Process Improvement Analysis for Estes Park Building Division; Options
for Building Division Budgeting, 2019 (remainder) and 2020
Community Development Director Randy Hunt
Interim Chief Building Official Gary Rusu
6. ADJOURN
The Estes Park Board of Appeals reserves the right to consider other appropriate items not available at the time the agenda was
prepared.
RECORD OF PROCEEDINGS
Estes Park Board of Appeals 1
May 9 , 2019 Board Room, Estes Park Town Hall
Commission: Chair Joe Calvin, Amy Plummer, Brad Klein, Don Darling, Tony Schiaffo
Attending: Members Calvin, Plummer, Klein, Darling
Also Attending: Interim Chief Building Official Randy Hunt, Code Compliance Officer Hardin,
Building Plans Examiner Charlie Phillips, Recording Secretary Karin Swanlund
Absent: Schiaffo
Chair Calvin called the meeting to order at 4:00 p.m. Board members introduced themselves and
provided their area of expertise.
APPROVAL OF AGENDA:
It was moved and seconded (Plummer/Klein) to approve the agenda as presented and the motion
passed 4-0.
CONSENT AGENDA
Minutes from May 2, 2019
It was moved and seconded (Klein/Plummer) to approve the minutes as presented and the motion
passed 3-0, with Darling abstaining.
PUBLIC COMMENT:
None
PURPOSE OF MEETING
The Board of Appeals meets as needed regarding matters of the Town of Estes Park’s Division of
Building Safety. They are not a decision-making board but act as a Recommending Body to the Town
Board. They assist with the adoption of the new International Building Codes and local amendments
to those codes.
VACATION HOME LIFE SAFETY SURVEY (LSS) APPEAL, 140 Willowstone Drive
continued from May 2, 2019
Code Compliance Officer Hardin reviewed the appeal as presented in the staff report. The owner did
not get his Life Safety Survey application in by the March 31 deadline, thereby making his Vacation
Home registration unable to be renewed. He has continued to rent his vacation home. Greg Rosener,
representative for the owner, could not be here today, nor could the owner. The property manager
did not show up. This appeal was continued to today due to the owner and representative not being
present on May 2.
Board/Staff Discussion:
Comments are summarized:
The email address could have been better inspected, therefore Mr. Lee would have received his
notifications. This meeting was a special meeting called on behalf of the applicant. There are
currently 30 applications on the Vacation Home waitlist. This property will go to the end of the list if
the appeal is denied. This process is relatively new, not yet “habit”. The property owner should have
been aware of both the Vacation Home registration and the Life Safety Survey deadline, with or
without any notifications. There would be a different feeling if a representative was in attendance.
The owner had at least 3 weeks to get a representative to the May 2 meeting. Granting a stay to this
request sets a precedent for future cases.
It was moved and seconded (Darling/Klein) to deny the appeal and uphold the decision of the Chief
Building Official and the motion passed 4-0.
DISCUSSION: CONSTRUCTION WITHOUT A PERMIT
continued from May 2, 2019
Building Plans Examiner Charlie Phillips explained the process of work done without a permit, but with
plans and a finished project. Current policy is to do some demolition in order to inspect the work that
RECORD OF PROCEEDINGS
Estes Park Board of Appeals 2
May 9 , 2019 Board Room, Estes Park Town Hall
has been done. Larimer County has had a procedure for situations like this since 1999, known as a
Certificate of Observable Compliance; if the homeowner chooses, they can hire professionals to
document and approve what was built without permits, per current codes, and the permit is issued.
Having this procedure available would lighten the workload for the Building Department. This is a
Policy change, not a Code Amendment for Larimer County.
Board Discussion:
Darling stated he has been involved with the Larimer County process and it has worked well. If the
professional is not able to approve, they will not sign the certificate. Hunt stated he does not object
to the policy change. 80-90% of homes in Larimer County have done work without a permit. This
process has been used successfully on the vast majority of these cases. Hunt suggested bringing this
back to the Board later in the year as a possible Code Amendment.
Board Member Tony Shiaffo’s seat is open for a new member, preferably a Plumbing specialist.
There being no additional business, the meeting was adjourned at 4:51 p.m.
___________________________________
Joe Calvin, Chair
___________________________________
Karin Swanlund, Recording Secretary
ESTES PARK, COLORADO
Process Improvement Analysis
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I. EXECUTIVE SUMMARY
Randy Hunt
Community Development Director
170 MacGregor Ave
Estes Park, CO 80517
Dear Mr. Hunt,
Thank you for taking the time to review this report. As a community grows and evolves, a
successful and efficient building department can make all the difference. Supporting a thriving
city requires consistent, but adaptive processes to provide building services to its citizens.
One of SAFEbuilt’s core values is Improvement; we aim to continuously review and improve all
the services we provide, whether that is through introducing a new technology or updating
processes.
We have conducted a thorough review of the existing permitting process for the Building
Department of the Town of Estes Park. We reviewed processes by shadowing and holding
interviews with the staff. The recommendations that follow in this report are based on our
findings and SAFEbuilt best practices.
We recommend the following:
Improve efficiencies with technology
Establish a framework for repeatable & reproducible processes
Improve communications
Develop customer service standards
We understand these are recommendations for your consideration. At this time, some
suggestions may not be the best fit for Estes Park; however, we look forward to working with
you to discover your priorities to find the best solutions for your short and long-term goals. We
hope to help you achieve these improvements and bring these best practices to life. Thank you
for your participation in the review of our discoveries.
Respectfully,
Tom Klein
Chief Revenue Officer
SAFEbuilt
970.292.2203
tklein@safbuilt.com
www.SAFEbuilt.com
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II. CURRENT STATE PROCESS
A. Current State Permitting Process
Clear and concise department processes are essential to promote a strong and safe community
through adherence to codes and regulations. Those processes include Intake, Plan Review,
Permit Issuance, Inspections, and Permit Closeout. The current permitting process relies
heavily on manual input, requiring repetition of steps and reproduction of efforts. SAFEbuilt
shadowed and interviewed staff to define the existing process, detailing the path a project takes
to be routed to completion. Each primary step is further broken down to include systems and
their stakeholders. Applications are routed to Residential, Commercial and Miscellaneous
permit types, they each follow the same general process; however, there are differences in the
various steps and subprocesses due to construction methods and code specifics. For reference
purposes, Residential permitting was used in the examples given in this report, as they
concisely cover the full range of procedure steps (See Appendix B).
INTAKE:
Generally, applicants submit permit applications in person at the office of the building
department. Smaller projects can also be submitted by mail or email.
The intake of a permit application begins with an address verification by a Permit Technician to
ensure that the address is valid, and the property is located within the Town’s jurisdiction. This
verification includes a check of the County Assessor records, development plans, and the
Address Map Book (older properties without development plans are documented in a property
atlas of the Town). Once the address is validated, the submittal package is checked for
completeness to ensure all necessary documentation has been included with the application.
The information from the application is then entered into multiple tracking systems by Permit
Tech. This portion of data entry is completed in stages due to the extent of manual entry and the
different systems used to input and track an application. Permit data is recorded in PT Win, the
official permitting system of Estes Park (See Software Below). The Permit Tech then assesses
plan review and permit fees in PT Win based on the project valuation and permit type. The
review fee is paid by the applicant and is given a handwritten receipt.
Next, the Permit Tech disassembles and scans all the submittal documentation into digital
format. The digital documents are then organized and renamed in a standard naming
convention. The Permit Tech then creates an Electronic Address Folder on the jurisdiction’s
network and saves the project documentation. The hard copy from the original submittal, is
routed for plan review once the documents have been reassembled.
The permit information is also logged into an Excel worksheet, by the Permit Tech to track the
permit through the review process. The Permit Tech then validates the contractor license of the
general contractor listed on the permit application. Contractor licensing is tracked in an Access
database and is continuously updated to ensure contractor information is up to date and all
renewal fees are paid.
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Finally, the permit submittal is distributed for plan review by sending out emails with the
electronic documents to each reviewing department. Depending on the scope of the project,
this may include Planning; Light, Power, and Water; Public Works; Fire Department;
County Health Department; Sanitation; and Building. The original paper submittal is routed
to the building plans examiner for the permit plan review. Distribution is tracked by saving
the sent emails and entering the date of delivery into the Excel permit log.
Suggestions:
• Clearly define required documentation for submittals based on permit type, so
applicants are prepared to apply for a permit (simple checklist by permit type to post
online and have hard copies in the office)
• Verify all licensing and documentation before entering permit information into PT
Win. This will reduce double entry due to missing information.
• Create a google sheet or some other shared log to track all information in one place
(link each project to shared document folder). This will prevent losing project
information by email or missing steps in duplication of excel logs.
• Request that contractors submit one hard copy and one electronic set of plans to save
time on scanning
PLAN REVIEW:
Multiple departments review a submittal for compliance with local codes and ordinances;
however, it falls on the Building Department to manage the collection of all review data and
track the permit through the process using email and excel logs.
At the initiation of the plan review, the building plans examiner logs the date they receive the
submittal for review. The Plan Review team tracks their plan review information dates in a
separate Excel file. When corrections are required to a submittal, a comment letter is generated
by the plans examiner and emailed to the applicant. A copy of the letter is stored in the
Electronic Address Folder with the plan review tracking excel log that includes the date of the
initial review and the date comments were sent out. Once a revised plan submittal is corrected
and resubmitted to the department, the log-in process commences from the beginning and
follows the previous steps for re-review.
At the completion of a plan review and approval of a permit, the plans examiner compiles the
“field” set of construction documents and plans. This entails stamping the approved hard copy
drawings, scanning them to the “Electronic Address Folder”, printing a reduced sized set for the
hard copy file, and creating a general comment sheet for the project. The comment sheet is also
saved in the Electronic Address Folder and a printed hard copy is placed in the permit folder.
The permit log is updated with the plan review approval date and the application is routed back
to the Permit Technician for issuance.
Suggestions:
• Create a standard process for electronic storage of permit documentation to remove
duplication of storing hard copy sets
• Request an electronic set of plans from contractor to minimize time and cost of
scanning and printing
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• Rapid Review: provide a block of time on a reoccurring schedule for a “Rapid
Review” service for small, “over the counter” projects (decks, basement finish, minor
interior remodel, etc.)
• Set a standard review turnaround time for all departments to provide a consistent
service for the community
PERMIT ISSUANCE:
Without a full-service permitting system, it falls to department staff to manually track down the
results of all other reviewing departments. Once the building plan review is complete, the Permit
Technician collects the results from the reviewing parties via email. The Permit Tech then
updates PT Win, the plan review tracking excel log, and the Electronic Address Folder with
review dates by each department, comments, approvals, and conditions of approval. Project
valuation is verified, and the permit fees are calculated in PT Win. A paper permit card is filled
out by hand. The applicant is then notified by email that the permit is ready to be issued.
When the applicant pays the permit fees to the department, the permit is issued. The logs are
updated with the permit issuance and expiration dates. There is no method to notify staff when a
permit is about to expire or is expired. It falls to department staff to track expiration dates
manually using the Excel permit logs. After the permit is issued, staff takes the payment and a
copy of the permit application to the Finance department.
Finance returns an “Approved” stamped copy of the application to Building which is then
scanned and saved in both electronic and hard copy files. The date that Finance approves the
application is entered in PT Win as a “Decision Date”. This date is used for monthly reporting
purposes. The paper/hardcopy permit folder is then moved to the “Active Projects” filing
cabinet where it resides for the duration of the project.
Suggestions:
• Create a fillable permit card pdf form to store electronically and print to give to
applicant
• Highlight required inspections on permit card or cross off unnecessary inspections
before issuance
INSPECTION:
Once the permit has been issued, the project progresses to the construction and inspection phase
of the process. Field inspections of the different components that make up a structure take place
throughout the construction process. Required inspections are listed on the permit card that is
issued to the applicant. It is the contractor’s responsibility to schedule the necessary inspections
in the appropriate phase of construction. Inspections are scheduled by calling into an
“inspection line” and leaving a voice message requesting an inspection. Next-day inspection
requests are honored if the request has been made by 4:00pm in the afternoon, requests made
after 4:00pm will be scheduled the day following. The voice messages are sent as audio files to
the Inspector’s email where the requests are listened to and written down on an Inspection
Record Form. Due to the quality of phone service in the area there are times when the messages
cannot be understood, and the inspection request cannot be scheduled. Once all the inspection
requests have been received, the Inspector creates a route sheet that lists all the inspections for
the following day. The route sheet is a Word document where the inspector manually enters
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each inspection request, location, status, etc., each day. A copy of the route sheet is emailed to
the rest of the department staff for reference each morning. Once the route sheet is complete the
Inspector must look through the address files for each permit that has an inspection called in for
the day to familiarize themselves with the project and check the status of previous and
outstanding inspections.
After a field inspection is completed, the department copy of the Inspection Record form is
brought back to the office and saved in the permit file. The Inspector then creates the Daily
Inspection Log and enters the results for each inspection performed that day as well as updates
PT Win. The Daily Inspection Log is also used to track the day-to-day operations of the
Inspector, including the arrival time and duration for each inspection.
Suggestions:
• Utilize a single log system to track inspections
• Inspection request form (on website) – great addition to website, make sure to
communicate to applicants at permit issuance where they can find the inspection
request form
• Route inspections with Google Maps and print route, until a better system can be
implemented
PERMIT CLOSEOUT:
When a project nears completion, applicants are required to notify the Building Department two
weeks prior to scheduling their final inspections. The Permit Technician provides the applicant
a list of contacts from the various departments that require an approval of a final inspection to
release the Certificate of Occupancy (CO). The CO requests are logged in a separate Excel file
by the Permit Tech. When appropriate, the applicant calls each department to schedule their
final inspections.
Once final inspections are completed and approved, the permit card is brought back to the
office by the Inspector performing the final inspection. Results from other departments are also
gathered and emailed into the Building Department. The Permit Tech compares the information
on the permit card to the data in PT Win to ensure the records match. The Permit Tech is then
tasked with updating the logs and PT Win with the results and following up with the other
departments if there are any outstanding inspections. If there are conditional approvals from
any of the inspecting departments, the Permit Tech notes what the conditions are and includes
the comments on the Certificate of Occupancy.
After the final inspection, the Building Staff collects business license affidavits for each
contractor and subcontractor that worked on the project. These affidavits are required prior to
issuing the Certificate of Occupancy and are turned in to the Clerk’s office. In the past, these
affidavits would hold up the issuance of a CO if they were not turned in, but currently a copy is
just retained with the permit record. The affidavits of all third-party and special inspection
reports are also due. These reports include all engineering observations, setback certifications,
grading certificates, and any other “Special Inspections” that were performed during the
construction of the project. These documents are scanned and saved in the Electronic Address
Folder as well as the hard copy permit file.
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After all documentation has been checked and all inspections approved, the Certificate of
Occupancy is created. The CO is a Word template that Building Staff fills out with the pertinent
permit data and is signed by the Chief Building Official. The CO is emailed to the applicant,
saved in the electronic address file, saved in the hard copy file, and a copy saved in a separate
file for monthly reporting purposes.
Once the Certificate of Occupancy has been generated and saved, the permit is closed out.
The permit folder is pulled from the “Active Projects” file, stamped as closed, and filed in
record storage. Each log is then updated with the close date in each tracking systems.
Suggestions:
• Track all logs in one shared excel file, google sheet, etc. with multiple tabs.
Transfer intake log information to plan review tab, to permit issuance, to
inspection, to Certificate of Occupancy tab. This will remove the redundancy of
logging the same information in each excel file and will also provide some
basic reporting capabilities about the number and type of permits in any give
step. This will also give the Building Department visibility into each step of the
permitting process.
• Collect all business license information during the intake process and then
confirm the information is still valid before releasing CO – this will eliminate
the duplication of license gathering and scanning at both ends of the permitting
process
• Satisfaction Survey – implementation of comment cards or a survey would
provide regular feedback from the community on how the department is
performing and may shed light on areas in need of improvement
• Create a standard process for electronic storage of permit documentation to remove
duplication of storing hard copy sets
B. Current State Permitting & Plan Review Software:
There are several systems and softwares used throughout the permitting process in the Estes Park
Building Department. PT Win, Microsoft Excel, Microsoft Access, and Laserfiche are the
primary systems in place. PT Win is an outdated permitting system that is currently used to log
permit applications, generate the permit tracking ID, and assess fees. PT Win does not have
workflow functionality or a method for tracking applications through the permitting process. PT
Win is no longer supported as a system and is not a viable platform to continue to use in the
future.
The primary software used to track permit data is Microsoft Excel. There are currently three
spreadsheets that are used to track a single permit through the permitting process from
application to closeout. The excel Permit Log is primarily maintained by the Permit Technician
and is used as a tracking method for submittal, plan review/ approval, permit issuance, and
closeout dates. This also includes entering information from all other departments involved
with the permitting process. Another log is used by the Plans Examiner to track the timing of
when a review is received, when comments are sent out, corrections received, and date of
building review approval. Inspections are tracked in the same format by the Building Inspector.
The Inspector creates a daily inspection log with the inspections for each day. The inspection
results are entered at the end of the day with the status of the inspection result and any
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associated comments. Microsoft Access is the system of record used to maintain and track
Contractor Licenses. A new tracking system (Laserfiche) is currently being implemented by
Town staff. Laserfiche is a document management software that also has workflow
functionality. At this time, the “Miscellaneous” permit is the only record type that has been
implemented in Laserfiche.
The Town of Estes Park does not currently use a software program for plan review. All plan
reviews that are completed in the department are in hardcopy/paper format and not in a
digital media.
While the overall permitting process in the Town of Estes Park follows a standard workflow, the
lack of technology and a single permitting system greatly hinders efficiency and the timing it
takes to issue a building permit. The inability to track permits in a single system of record leaves
room for error and inaccurate record management. The numerous tracking methods creates a lot
of confusion and requires a heavy amount of manual entry and duplication of work. The staff
does a great job keeping logs and systems up to date, but the tedious and repetitive nature of
updating the logs can take a lot of time. With the constant interruptions of applicants entering the
office and answering phone calls and emails, it would be easy to make a mistake or miss a step in
the process. Best practices of an automated permitting system with custom workflows would
greatly improve the efficiency of the permitting process.
While Laserfiche does have workflow processing and tracking capabilities, it is not a true
permitting system and does not have the full functionality that can be expected in a system
specifically designed for this industry. If properly set up, Laserfiche can be a very useful tool for
document management and can be integrated into other permitting systems.
III. Recommendations
A. Quick Wins:
Intake:
Clearly define required documentation based on permit type, so applicants are prepared with a
complete package with they arrive at the department to apply for a permit. Verify all licensing
and documentation before entering permit information into PT Win, this will reduce double entry
due to missing information. Create a google sheet or some other shared log to track all
information in one place (link each project to shared document folder, if possible). This will
prevent losing project information by email or missing steps in duplication of excel
logs. Request an electronic set of plans from contractor to minimize time and cost of scanning
and printing
Plan Review:
Create a standard operating procedure for electronic storage of permit documentation to remove
duplication of storing hard copy files. Set a standard review turnaround time for all departments
to provide a consistent service for the community. Provide a block of time on a reoccurring
schedule for a “Rapid Review” service for small, “over the counter” projects (decks, basement
9
finish, minor interior remodel, etc.). This is a service that community members will love and will
speed up construction on smaller project.
Permit Issuance:
Create a fillable permit card pdf form to store electronically and print to give to applicant,
instead of filling it out by hand and then scanning it and filing it. Highlight required inspections
on permit card or cross off unnecessary inspections before issuance – reduces the number of
incorrect inspection requests.
Inspections:
Inspection request form – great addition to the website, make sure to communicate to applicants
at permit issuance where they can find the inspection request form. Route inspections with
Google Maps and print route to provide efficient routing from inspection to inspection.
Permit Closeout:
Track all logs in one shared file with multiple tabs. Transfer intake log information to other tabs -
removes redundancy of logging the same information in each excel file & provides basic
reporting capabilities. Collect all business license information during the intake process and
confirm information is still valid before releasing CO - reduces duplication of license
verification. Implement comment cards or a survey to provide regular feedback from the
community on how the department is performing, this could shed light on areas in need of
improvement. Create a standard process for electronic storage of permit documentation to
remove duplication of storing hard copy sets.
B. Long Term Efficiencies:
Improve efficiencies with technology:
After reviewing all the functions of the Estes Park Building Department, the greatest area of
improvement that is needed is in the tracking and processing of a permit through the building
process. Staff does an amazing job working with the current systems in place and have taken
strides to improve and update the application process. A full-service permitting system with
online capabilities would greatly increase department efficiency, transparency, and customer
satisfaction. The ability to have a workflow process that interacts with all parties involved in the
permitting process allows each department to update and track a permit through the review.
Each reviewing department can update the permit record with review or inspection statuses
leaving Building staff free to focus on other duties.
Creating a standardized workflow in the system of record also allows customers to understand
the steps to receiving a permit and reduces inquires of where an application is in the review
process. Many permitting systems have electronic plan review functionality which also helps
the overall timing of a plan review. Instead of routing copies of plans to different departments
for review, each department can login to the system and review the electronic files concurrently,
which allows for a faster turnaround time. In addition to electronic document review, online
permit submittal is also a functionality that can greatly increase efficiency. With a permitting
system that allows for online submittals, customers can submit, pay, and have a permit issued
without ever having to leave their office. This functionality has been widely accepted by the
construction community and is the preferred method for submitting most over the counter type
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of permits. Another advantage of a complete permitting system is in the assessment of permit
fees. When fees are manually assessed there is always room error. Having fee schedules set up
in a permitting system depending on permit type allows for staff to confidently assess correct
permit fees on each permit.
The ability to submit permit applications and schedule inspections through an online permitting
portal would provide applicants transparency to the overall process. Customers could view where
an application is in each step of the permitting process, which would limit the number of phone
calls for status updates. A permitting portal combined with the use of technology to result
inspections in the field would provide real time results to the applicants, making construction run
smoother and faster.
A robust permitting system and cloud-based document storage would greatly improve record
requests and document retention. With the current filing system of records, the staff is tasked
with looking through the various filing cabinets and folders until the appropriate historical
document can be found.
The ability to pull reports or follow up on permits that may be close to expiring is not available
with the current systems used. Most permitting systems have the ability to run custom reporting
from any data gathered in the system. The ability to run basic reporting would be beneficial for
managing a building department. Reviewing trends of inspections per month, inspections
performed by trade, and plan review turnaround times can give great insight to how efficient
your department is operating as well as shed light on the current staffing levels. These Key
Performance Indicators are advantageous to running a smooth and consistent department (See
Appendix A). Permitting systems have workflow capabilities that can send automatic
notifications to applicants as their permit is nearing expiration. After the permit has reached its
expiration date, it will move the permit to an “expired repository,” where the permit can be
reopened after the appropriate fees are paid. This reduces double entry of permit information,
manually notifying clients of permit expiration dates, and eases finding a specific expired permit
to reopen.
The ability to schedule, route, and result inspections in one location can not only increase
efficiency, it also reduces the amount of paper products used daily. Most permitting systems
with field use components can instantly send email inspection results to the applicant without
having to leave correction lists on site. This allows contractors to receive real time data on their
requested inspection(s) and plan their schedules accordingly. The use of field technology allows
inspectors to pull up approved plans on their electronic devices. This makes walking around a
construction site much easier and safer when you do not have to carry around large plans.
One other area of recommendation that ties in with a permitting system is document
management. Currently there are several locations and formats that historic permit records are
archived. Digitizing historic records can be a large task but the outcome of having the data in
one location greatly benefits staff and the community. Having the ability to look up permit
records in a single location decreases the time to find a record and can also expedite records
requests from the public. Digitizing records also reduces storage space which can help free up
space for other uses in the department.
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Build Framework for Processes:
Creating a repeatable and reproducible process ensures a consistent result no matter the
individual performing the duties. Using industry best practices helps customers and
contractors receive a high level of service. Creating Standard Operating Procedures leads to
consistent levels of service for your customers and clearly defines roles for staff. It also
eliminates wasted efforts on redundant activities.
Producing customer facing SOPs provides instructions on how to submit a complete permit
package. This will provide customers with the appropriate information to ensure smooth
application processing. Providing customer education with use of building guides will
educate new builders as what inspectors are looking for to meet final approval. This is a win-
win by reducing frustration for the customers and less rework for the Estes Park staff.
Improve Communications:
Implementation of technology will assist communications with applicants and other departments.
Gathering information in a primary location will substantially improve transparency between
departments and reduce efforts in gather pertinent information by emails. Online portals will give
applicant the ability to check statuses of permits without picking up the phone, which reduces the
amount of distractions in the office.
The current department website appears to contain outdated content and fragmented navigation.
This leads to customer confusion and unnecessary calls or trips to the building department for
clarification. This reduces customer confidence. Regularly updating content and improving ease
of navigation to forms and documents is a way to ensure the public has access to the latest
department news and changes.
Establish Customer Service Standards:
Setting deadlines for plan review turn around for all departments can drastically improve
customer satisfaction. Establishing standard levels of service, and clearly stating the timelines for
all permit types will level set expectations of staff and customers. This reduces contractor and
applicant frustration and will improve relationships with customers.
Implement Quality Assurance program:
After establishing best practices, it is important to have regular follow-ups that staff is following
new processes. Shadowing staff regularly will ensure standards are being met and your
department is providing the best level of service for customers.
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IV. Appendix
A. KPI EXAMPES
0 2 4 6 8 10 12 14
Avg Turnaround for Large Commercial
Avg Turnaround for Small Commercial
Avg Turnaround for Residential
No. of Days
September 2019: Average Days to Complete Review
10%
70%
7%
13%
September 2019: Percentage of Review Statuses on
First Submittal
Approved As-Is
Approved with Comments
Rejected
Revisions Required
0
50
100
150
200
April May June July August September
Number of Inspections per Mo. -Trailing 6/YOY
2019 2018
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B. Permit System Capabilities
Flexibility:
• Customized Workflow and Record Types
• Detailed Inspection Lists per Records Type
• User Defined Processes
• Ability to share information across internal users and customer portals
• Web & App based mobility
Automation:
• Automated Forms
• Workflow Controls
• Inspection Milestones
• Inspection Result Emails
• Fee Assessment
• Inspection Routing
• Pay fees online
Reporting:
• Ability to create custom reports
• Notifications
• Track Activity by Region/ Subdivision
• Ability to make daily business decisions based on real-time data
• Ability to track expiration of documentation such as insurance and certifications
C. Current Workflow (following page)
Workflow should be printed on 11x17 paper for full readability.
25%
45%
17%
13%
Sept 2019: Percentage of Inspections by Type
Electrical
Building
Mechanical
Plumbing
ESTES PARK BUILDING DEPARTMENT PERMITTING PROCESSESTES PARK BUILDING DEPARTMENT PERMITTING PROCESS
PERMIT TECHPERMIT TECHAPPLICANTAPPLICANTBLDG DEPT PLANS EXAMINERBLDG DEPT PLANS EXAMINEROTHER DEPARTMENTSOTHER DEPARTMENTSBLDG DEPT INSPECTOR/BOBLDG DEPT INSPECTOR/BOSTART ENDSUBMITS ALL APPLICATION DOCUMENTATION
VERIFIES
ADDRESS
ADDRESS
CORRECT?
NEW
ADDRESS?
CHECK DOCS
FOR
COMPLETENESS
COMPLETE?
RETURN TO
APPLICANT TO
CORRECT &
RESUBMIT
ASSIGN/
CORRECT
ADDRESS
YES
NO NO
LOG INFO IN PT
WIN & PERMIT
LOG
YES CONTRACTOR
LICENSING?
ASSESS FEES &
COLLECT
PAYMENT
PLACE APPLICATION
ON “HOLD” AND
REQUEST INFO
FROM APPLICANT
NO
YES
A
A SUBMIT NEW LICENSING INFO
SCAN ALL
DOCUMENTS &
SAVE IN ACCESS
COMPLETE
PERMIT LOG
INFO
ROUTE TO
REVIEWING
PARTIES
TRACK PLANS &
COMMENTS IN
PR LOG
BLDG DEPT
PLAN REVIEW
PROCESS
PLAN REVIEW:
- FIRE DEPARTMENT
- LIGHT, POWER, AND WATER
- PLANNING
- COUNTY HEALTH (if septic system)
- PUBLIC WORKS
- SANITATION
* Routing is tracked through
saved email files and Excel
log
PLAN REVIEW
APPROVED?
B
NO
B
CORRECTIONS
& RESUMISSION
REQUIRED
SUBMIT CORRECTIONS
RESUBMITTAL
LOG & SCAN IF
PAPER
C
C
YES
GATHER
REVIEW INFO
FROM OTHER
DEPTS
COLLECT
OUTSTANDING
FEES
ISSUE PERMIT
TO APPLICANT
FINANCE LOGS
& APPROVES
PAYMENT OF
FEES
D
D
E
E F
F SCHEDULE INSPECTIONS (ONLINE FORM)CO REQUEST REQUIRED 2 WEEKS BEFOR FINAL INSPECTIONS SCHEDULEDG
G
PERFORM
REQUIRED
INSPECTIONS
TRACK INSPECTION
REQUCEST INFO &
INSPECTION
COMMENTS IN
INSPECTION LOG
SEND APPLICANT
DEPARTMENT CONTACT
LIST FOR FINAL
INSPECTIONS
ALL
INSPECTIONS
COMPLETE?
DELIVER
COMPLETED
PERMIT CARD TO
PERMIT TECH
YES
NO
H
G
PERFORM
REQUIRED
INSPECTIONS
SCHEDULE FINAL INSPECTIONS
H
COMPARE RESULTS ON
PERMIT CARD W/ PT
WIN AND EMAILS FROM
OTHER DEPTS
REVIEW GC & SUB-C
AFFIDAVITS, ENG
LETTERS, GRADING,
ETC.
UPDATE LOGS
STAMP PERMIT FILE
AS ‘CLOSED’ & PULL
FOLDER & MOVE TO
STORAGE
GENERATE CO
W/ BO SIGN
OFF ISSUE CO TO
APPLICANT AND
UPDATE LOG
W/ ISSUE DATE
APPLICANT RECEIVES CO