External audit of Espoo Building Control recommends organisational reform
The city commissioned a special audit of building control procedures following widespread criticism of Espoo’s Building Control department. The audit was carried out by the city’s External Auditing unit and the external consultancy firm BDO Audiator Oy. The audit, which began in March, involved interviews with staff, customers and stakeholders. In addition, a survey was conducted among customers who had been granted a building permit.
“We take the findings of the report seriously and will take steps to improve the customer experience in building control. The audit is frank and provides concrete recommendations. We will take the necessary measures, as decided by senior management, based on the findings of the audit. The first changes will be made before the summer holiday season, and more extensive organisational development will take place during the autumn,” says Mayor Kai Mykkänen.
The final audit report recommends that the operations of the Centre for Environmental and Building Control be reorganised by reducing the number of management levels. This would mean, for example, that the permit unit and technical unit would report directly to the centre’s director.
The final report also recommends that the Head of Building Control should, as soon as possible, begin to develop the technical unit’s customer-focused operations and assume the role of the unit’s supervisor as the building control authority to which decision-making powers in supervisory matters have been delegated.
Recommendation to improved customer service
The report highlighted areas for improvement in customer interactions and communication within building control. The quality of building control processes, customer interactions and communication has been perceived as variable. It is recommended that the role of customer service be strengthened, for example by setting up an advisory team, and that staff are provided with training in customer service and in handling challenging customer service situations.
The recommendations also include the establishment of an advisory team within the permit unit, comprising staff from the permit units and technical unit, as well as one lawyer. The advisory team should run an information point for new building permit applicants once a week. The advisory team’s responsibilities would also include organising induction sessions for those embarking on construction projects.
The report recommends continuing to update the permit processing procedure to ensure it meets the requirements of the new legislation. It is also recommended that the ongoing supervisory process be updated to meet the requirements of the new legislation.
“Espoo’s Building Control is already doing a great job. An impartial audit provides us with effective tools for addressing shortcomings,” says Olli Isotalo, Urban Environment Director.
“Espoo wants to be a good partner for builders. A great deal of work has already been done in the field of building control, for example the speeding up of the permit processing procedure. The results of the audit provide us with clear guidelines for further development and for addressing any shortcomings,” says Mykkänen.