Best practices book - Flipbook - Page 455
October 21, 2019
Media Contact:
Sarah Prohaska, Assistant Communications Director
Ph. 772-873-6326 | media@cityofpsl.com
FOR IMMEDIATE RELEASE
Just pull forward to the first Building Department drive-thru in the United States
PORT ST. LUCIE – The City’s Building Department unveils a new drive-thru window to improve
customer service, reduce wait times and streamline the permitting process. The City’s innovative outdoor
lane is the first in the Nation to provide a drive-up window for its customers. The public and contractors
can pick up permits and public records, drop off inspection, plan review and various departmental
paperwork.
With new development occurring in almost every neighborhood in the City, there’s been a steady increase
in requests at the Building Department. On average, the City approves 48,000 permits a year, 4,000 permits
a month and 200 permits a day. As of October 1, 2019, the city has issued 33,053 permits this year.
“This drive-thru will enable us to better serve our customers quickly with the fast, friendly service they
have come to expect from the City,” explains Building Code Administrator Joel Dramis. “In August 80% of
our customers reported their wait times in the permit lobby to be between 5 and 10 minutes. Our service
goal is for 100% of our customer’s wait times in the permit lobby to be less than 9 minutes and with this
new drive-thru, we feel that we can meet that goal. Our number one task is ensuring top-notch accuracy,
customer experience, and, to the best of our abilities, speed of service.”
Customer service is paramount at the City’s Building Department and staff is continually improving the
process to eliminate wait times and traffic in the permit lobby. Even though the customer will not be able
to apply for a permit through the drive-thru window, they can apply either in person at the Building
Department lobby or on-line at the www.cityofpsl.com. The convenient after-hours drop-off box will still
be available for original documents, or other important paperwork.
Outstanding customer service is a hallmark of the Building Department as exemplified by their recent
award acknowledging Building Code Administrator Joel Dramis with the Florida 2019 Annual Awards
Program’s Building Official of the Year by the Building Officials Association of Award. Additionally, the
Port St. Lucie Building Department is one of only five building departments in the State of Florida and one
of only 24 building departments in the entire world accredited by the International Accreditation Service
(IAS). IAS recognized the City’s Building Department in their Best Practices Manual for "Noteworthy
Practices".
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