New method streamlines building control permit processing in Espoo
Espoo’s Building Control Department has introduced a communication document in which the client can easily check the status of the processing of their permit application. The aim is to streamline the processing of permits and to improve the transparency and predictability of the processing.
The communication document is initially used in the processing of permits for new construction projects. It will be used in all new permit applications related to new construction.
“Our client feedback has emphasised the importance of transparency and predictability in permit processing. We decided to create a separate communication document to make it as easy as possible for both the client and the permit officer to understand and monitor the progress of permit processing,“ explains Jari Saajo, Manager of the Building Control Department, as he describes the reasons behind the new method.
The client can view the document in the online service. Together with the permit applicant and the principal designer, the permit officer records the estimated deadline for the building permit and the interim goals of the processing in the document. The document also allows the client to check the pre-agreed supporting documents that are needed. If the permit officer notices that there is information missing from the application, they will make a note of it in the document.
“The document is updated as permit processing progresses, and the client can check the situation and see if the pre-agreed deadline for the processing of the permit application will be met. Although the document will initially increase our workload, we believe that it will be worth it in the long run, as permit processing becomes smoother and the client experience improves,” Saajo says.
Improving the client experience
The new document is part of a project aiming to develop permit services in Espoo’s Building Control Department. The project involves a large number of building control employees, who play an important role in the success of the development project.
The aim of the project is to improve the client experience based on analyses of the permit process, client feedback and the experiences of permit officers. Key themes include transparency, predictability, accountability, timeliness and appropriate accuracy in permit processing.
“Our aim is to provide comprehensive support for the client's permit application process. Everyone is happier when the process goes smoothly,” Saajo says.