City Permit Services audit shows room for improvement in customer service

City's Building Permit Services Audit Final Report

Feb. 14, 2017
Contact: Dan Weist, Director of Communication
Revising and streamlining Salt Lake City’s building permit and inspection processes could significantly improve customer service and review times for residents & businesses, according to a just-completed audit commissioned by the City Council.

At the Council Work Session today, City leaders were briefed on the Building Services audit. The independent audit, which has been in process over the past nine months, included collaboration with the Mayor, Department heads and Building Services managers as part of an in-depth review.

The audit was based on a series of interviews and focus groups with developers, property owners, and residents, as well as an examination of the daily workings of the Building Division and interaction with other City departments. The result is a report that outlines specific steps for improvement in customer service.

“People expect good service, and this audit tells us the City needs to improve,” said Stan Penfold, Council Chair. “As our City grows, the level of positive service needs to grow with it. That customer satisfaction is a key indicator for steady economic development, a Council priority.’’

Read the audit here.



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