Best practices book - Flipbook - Page 158
Development Management and Review Procedure
The building and permitting Branch continuously compare the quality of service as well as the quantity
of service in comparison with other municipalities. This ensures that a high level of customer service
being delivered by the City of Kelowna.
The supervisor is responsible for maintaining and creating a matrix to manage the service delivery such
as:
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Turnaround times of building permits
Percentage of inspections delivered within 24 hours
Staff level of competency
Number of inspections delivered per staff member daily
Comparison of fees with other municipalities.
Employee Supervision Procedures
Employee Supervision ensures the planning technicians, Developments services clerks, Plan checkers,
Plumbing/ gas and building inspectors deliver transparent efficient high-quality services to the city of
Kelowna.
The following tools were created to achieve these goals and serve towards staff understanding:
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Fleet management systems incorporating GPS tracking in all city vehicles
Internal auditing procedures for the application center, plans examiner, and field inspectors
On-Line customer feedback surveys designed to capture direct response of our service delivery
Quantity and turnaround time for tracking issued permits
Quantity and turnaround times of the daily inspections delivered
Operating manual procedures
Process for Bulletins and Procedures
This process is encompassing two independent steps. One being the continuous update of the existing
policies and information bulletins. The other, creating of new policies and bulletins.
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Updates: An annual review on exiting bulleting is completed to ensure up to date information
for the public an employee
New Development: The development of new policies and bulletins are created with the
introduction of new building code, bylaws or to provide clear direction when needed.
IAS BPE #11-B-4 page 3 of 4
Development Services, 1435 Water Street, Kelowna, BC V1Y 1J4, 250 469 8626
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