Building Safety Permitting Continuous Improvement Process

About the Program

Category: Community and Economic Development (Best in Category)

Year: 2023

In March 2022, our community let us know that they were not satisfied with the current system used to issue building permits. Our Permitting Department, Inspection Department, and Office of Strategy conducted a joint 6-month Building Safety Opportunity Review to reimagine how we would improve every aspect of our customer’s experience. The New Hanover County Office of Strategy spent the first 30 days gathering data, listening to our customers, and shadowing Permitting and Inspections, subject matter experts. As a result, simple process improvements were developed and implemented and have resulted in increased effectiveness, efficiency and overall customer delight.