Best practices book - Flipbook - Page 95
Building Department Plan Employee Team – This Team meets once a month.
This is a Team formed within the Department to develop our Building
Department Plan. Its members are responsible for monitoring the progress of our
goals, objectives, and actions by interacting with all the members of the Building
Department and seeking feedback from them.
Surveys – Continual.
The Building Department employs many different surveys to elicit comments and
gain insight from our customers.
o Counter Survey – This survey is provided to each customer that is served
in person at our counter.
o Field Survey – This survey is provided to field customers in the building
trades and is typically done by personal interview from a Building
Department staff member.
o Complaint Survey – This survey seeks input from a person filing a
complaint who leaves contact information.
o Web Site Survey – Surveys are available on the Building Department’s
web site for easy access by our customers.
All customers are encouraged to fill out survey forms that apply to their situation
so that we can gauge the level of service we are providing.
Employee Involvement –
All employees are encouraged to seek stakeholder input and to pay close attention
to comments made regarding service while on the phone, at the counter, or in the
field.
Random Calls and Field Visits –
The Management Staff makes random calls and field visits to seek feedback from
our customers.
Please refer to the Quality Control Measures for our Customer Service Division,
Plan Review Division, Inspection Division and Ordinance Compliance Division
contained in this Manual for more information.
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