Enforcement Program Restructure

About the Program

Category: Personnel Management, Employment and Training (Best in Category)

Year: 2017

In March 2015, Maricopa County Environmental Services Department (Department) envisioned an Enforcement Program restructure that more effectively addressed residents’ public health nuisance complaint concerns. This program was implemented in April 2015. By use of restructuring the Department’s former Enforcement Program, complaint resolution times have substantially decreased, and public health nuisance concerns are now expeditiously resolved. Since the year prior to program inception (April 2014 to March 2015) to the year following implementation (April 2016 to March 2017), the average unresolved complaint time has significantly decreased. Additionally, the restructure resulted in the broadening of inspector knowledge within all complaint activities. The Enforcement Program restructure provides an innovative alternative, which decreased complaint resolution time, increases staff knowledge, and provides better customer service to Maricopa County residents through effective utilization of a smaller staff. The restructure reduced the average complaint resolution time by 20 days.