Inspections Improvement Program

About the Program

Category: Information Technology (Best in Category)

Year: 2009

Since the late 1970’s, Snohomish County’s Planning and Development Services scheduled inspections and dispatched inspectors using a labor-intensive paper process. In 2008, significant process changes were implemented using an Interactive Voice Response system, a customer web interface, laptops in the field for inspectors, kiosks, and an informational video. This program, comprised of several interrelated sub-projects, was implemented over a two-year period. Combining new technology with existing systems, the primary program goal was to improve customer service and provide real-time inspection results for the local development community, an industry for which accurate and timely information is money. This goal was accomplished by placing more tools in the hands of field inspectors, posting real-time inspection information on the web, and using the Interactive Voice Response System to communicate effectively with customers. Strategic reasons for the project included recent annexations in the urban areas, which has forced the Planning and Development Services to search for better ways to understand and reduce costs, and a need to comply with new federal regulations, which have necessitated a shift in priorities, with an emphasis on documenting deficiencies and monitoring codes for effectiveness.