Currently, when permit applicants submit a completed paper permit application, the application is scanned into a PDF file and imported into the City’s permit software system, IPS. Then, multiple departments are tasked with reviewing the permit and approving it. These reviews are typically done in tandem, and if departments have questions or concerns, they independently reach out to the applicant to request clarification or updates. This leads to version control issues. If the applicant provides updated plans to one of the reviewers, those updates are typically not shared with the other reviewers. Therefore, many departments may be conducting their reviews with out-of-date plans or information.
Additionally, there is no way for applicants to see where their permit stands in the review process. If an applicant wants to check on the permit’s status they either have to wait to hear from the City, or call and hope that they can speak to someone with information about their application.
This results in:
- Higher number of phone calls and in person visits
- Lack of visibility into status or progress
- Inconsistent information across departments
- Increased time to approval
- Frustrated and annoyed applicants
