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Here are brief summaries of significant matters impacting the design and construction community on which the Building-Development Commission and the Code Enforcement Department have focused from April 1, 2019, through June 30, 2019:
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CHARLOTTE WATER - PRIVATE WATER
The 2019 Code Enforcement Customer Satisfaction Survey is now complete. Satisfaction survey results were up universally from 2017 levels. The Oversight Survey was up from 6.25 to 7.25. The Professionals Survey was up from 6.22 to 7.03. The Inspections Survey was up from 6.59 to 7.55. The overall Commercial focused respondents had higher overall ratings than Residential focused respondents. Total responses received were 889; a 13.1 response rate. Results from all three groups showed positive trends comparing 2017 to 2019 as data went up across the board.
In the summary of significant findings, 24 of 46 attributes were evaluated for satisfaction and found ratings above 4.0. The top three areas were web-related; 1) Ease of accessing other documents on the internet; 2) Timeliness of permit request and review process; 3) Ease of accessing inspection information via the internet.
In the Professional's survey, what rose to the top, were the professionalism of staff in permitting, courtesy of the staff in permitting, and ease with which I can check on the status of my permit. The areas of concern were; ability to quickly reach the right person to address the reason for my call, timeliness of permit request, review process, and employees giving clear explanations of required changes from code deficiencies.
The correlation analysis attributes with the greatest effect on overall satisfaction were; 1) I receive good value for the dollar of Code Enforcement and permitting services the County provides; 2) I am satisfied with the County's permitting processes; 3) I am satisfied with RTAC Electronic Plan Review.
On the Inspection side, the top three attributes of satisfaction were; 1) ease with which I can check on inspection results; 2) ease with which I can schedule inspections; 3) ease with which I can make payments. The top three areas of concern were; 1) ability to quickly reach the right person to address the reason for the call; 2) timeliness of inspections; 3) employees listen/understand my points before making their decision. Attributes with the greatest effect of overall satisfaction were, I receive good value for the dollar in Code Enforcement and Permitting services which the County provides.
Recommendations made based on the customer's voice; 1) recognize staff for positives and great work; 2) Best Practice reviews perceived as positive; 3) effective onboarding of newer customers; 4) emphasize seamlessness; 5) seek technology improvements; 6) improve responsiveness and access to employees.
5. CHARLOTTE WATER - PRIVATE WATER