Architects and Engineers Customer Servcie Tool

About the Program

Category: Information Technology (Best in Category)

Year: 2014

Abstract of the Program: Mecklenburg County Code Enforcement Plan Review and Permitting division provides plan review services for Commercial buildings that will be constructed or renovated. Architects, Engineers and Project Managers are required to submit construction drawings (blueprints) for all Commercial buildings being constructed or renovated which show compliance with the North Carolina State Building Code suite, which includes Building, Electrical, Mechanical, Plumbing, Fire, Fuel Gas and Energy requirements. The Plan Review and Permitting division performs a code review on the construction drawings and if the construction drawings are found to comply with all applicable codes and ordinances, a construction permit is issued to the contractor. Our department transitioned to an electronic plan review system in February 2012. The Client Feedback Tool was introduced to the electronic plan review system approximately 3 months later. This tool allows Architects, Engineers and Project Managers to provide timely feedback on their experience within the plan review and permitting process by sending them an electronic survey request at the end of each plan review cycle and at the completion of the project, right before a permit is issued. This feedback is utilized by Managers within the department to quickly identify key areas of concern for customers. The Problem/Need for the Program: Mecklenburg County Code Enforcement identified the need for Architects, Engineers and Project Managers to provide timely feedback on their experience within the plan review and permitting process. This allows Managers within the department to quickly identify key areas of concern for customers. Prior to the implementation of this tool, customer service satisfaction surveys were only provided by customers when they took the initiative to click a link to the surveys that is located on a staff members email. Customers who took the surveys did not always provide specifics on the issues, leaving management guessing on the project or concern. The survey results were not consistent and were sparse. Description of the Program: The Customer Service Survey Tool (Client Feedback Tool) is integrated into the Electronic Plans Management system within the electronic plan review and permitting system. A plan review is performed on a set of construction documents and the review is either approved or disapproved. At the close of the review and the close of a project, a survey is instantly sent via email to the Architect of record and the Engineers of record. This allows the recipients to provide feedback while the project is fresh in their mind. This feedback is easily researchable by the managers of the division and if a project is having issues that will impede the issuance of a permit, the manager can step in and provide assistance. If a project is doing well and the information is shared by the recipient, the manager can note it in staff’s performance records. If a specific issue is raised by multiple clients, management can research the commonality of the issue and make changes to the process or system as needed. This is an invaluable tool to managers to identify weak areas of the program that are substantiated and are not a singular issued for a client or project. The Client Feedback Tool also provides reports that compile the results of the surveys. The surveys are broken into 7 questions that deal with scheduling, accuracy, value, responsiveness, quality, professionalism and helpfulness. An area for comments is allowed for each question or if the client wishes they can solely provide a numerical grade from 0-7, with 0 being does not meet expectations and 7 being exceeds expectations. With this breakdown of categories, it is possible to determine if a particular area of the program is weak or needs improvement. It also quickly shows if an area is performing well, which may be a model for other programs or initiatives needed within the department as a whole. Since the surveys are sent while a project is active within the system, if a low survey is received, the manager can contact the client in a timely manner in order to resolve any issues. The system is programmed to alert the managers when a particularly high or low score is received and when a comment is included in a survey. This allows the manager to be proactive in the project rather than being reactive after the permit has been issued. The objective of the program was to ensure clients’ needs were being met in a timely manner, to determine weak areas in the program as well as strong areas in the program. The clients who utilize the service are Architects, Engineers and Project Managers who apply for Commercial plan review services with an intent to obtain a building permit for construction. Mecklenburg County Code Enforcement is a forward thinking department that seeks to provide the best service in the most technological setting. By recognizing the importance of customer service and keeping in touch with clients’ satisfaction, it was determined the Client Feedback Tool would accomplish both these goals when integrated into the Electronic Plan Management system. Mecklenburg County Code Enforcement worked with Sages Network, the developer of the Electronic Plan Management system and the programmers at Client Feedback Tool to ensure the tool could be incorporated into the system and the surveys sent at the most appropriate points within the process. Use of Technology: This program utilizes the Electronic Plan Management system and the Client Feedback Tool. They work in conjunction with one another to send email survey requests through Microsoft Outlook. The Cost of the Program: The initial programming cost was approximately $20,000.00. There is a yearly maintenance cost of $5,000.00. The Results/Success of the Program: The success of the program is measurable in the overall high customer service scores that are reported through the survey. Clients particularly like being able to discuss their current projects while they are underway, allowing issues to be resolved in a timely manner, keeping the projects on track. The program is also successful in that it allows management to determine which areas of the program are working well and which are not. This information is utilized in the streamlining of the program. Worthiness of an Award: This program is worthy of an award due to its positive customer service impact. It allows customers to interact with the department in a timely and meaningful manner. It has and continues to provide relevant information to management which assists in refining the Commercial Plan Review and Permitting division.