Best practices book - Flipbook - Page 288
Program Description
Please provide a brief description of the program, i.e., Commercial Plan Review; Residential Inspection; How-To Guides;
etc.
To maintain our organization’s desire to deliver exceptional customer service; to provide qualified
technical services; and to comply with our development rules and processes, we created three
separate audits that our supervisors use on a regular basis. The goals of these audits are to obtain
feedback from our customers; evaluate the technical skills of our staff; and review of the overall
development process and inspections for a project.
•
Customer Service Audit: In-person or phone call review by our project supervisor with the
customer to evaluate our level of services provided by our staff, including timeliness,
professionalism, and consistency.
•
On-The-Job/Technical Audit: Onsite technical review by our project supervisor addressing the
type of construction and inspections performed and in particular identifying any life
safety/major/minor issues that arose during construction and their resolution.
•
Final Inspection Audit: Review of the overall inspection process and the results of all
inspections performed (approved/disapproved, etc.) including signoffs by outside agencies, 3rd
Party Inspections, etc.
Costs / Benefit
Please provide a paragraph or two elaborating on the program, its estimated costs in human or financial resources, and
the program benefits. Benefits may include public safety, cost-recovery, legal protection, etc.
These audits have little financial impact to the department. Each supervisor divides up their
staff/projects up on a quarterly basis and performs the audits on their time schedule
Attachments
Field Inspection Guideline
Field Inspection Division – Customer Service Audit Form
Field Inspection Division – Final Inspection Audit Form
Field Inspection Division – OJT/Technical Audit Form
Field Inspection Division –Customer Service Yearly Audit Report
Field Inspection Division – OJT/Technical Audit Yearly Audit Report
Field Inspection Division – Final Inspection Audit Yearly Audit Report
Field Inspection Division – Yearly Audit Report
BPN-001-D-1-7
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