Changes in RMA Improve Customer Service and Efficiency

October 5, 2010

A number of changes implemented in August at the Tulare County Resource Management Agency (RMA) are paying big dividends for people seeking services at its permit center, officials reported at Tuesday’s Board of Supervisors meeting.

RMA received approval from the Board of Supervisors in August 2010 to reduce the hours of offices at Government Plaza in Visalia were open to the public. RMA officials say the move enabled its building and planning staff – reduced by half in the last two years – to be more effective by providing at least 2.5 hours of uninterrupted work time daily. Other changes include: streamlining planner review of permits; consolidation of public inquiries; better utilization of office staff; and implementing measures to monitor performance.

During a presentation to the Board of Supervisors, RMA Planner Michael Washam said the changes at the permit center have resulted in an increase in customer service and overall efficiency.

“The largest factor in improved customer service is the change in hours to allow staff to review building permits and research and respond to public requests and questions,” Washam said. “Customer service is not only being open to receive applications and questions; it is also the ability to review and respond in a timely manner.”

Washam said there was typically a backlog of 45 to 60 permits prior to the change in hours.

“The permits backlog prior to the change in hours was an ongoing and continuous problem,” Washam said. “Within about five weeks of the change in hours the backlog has dissipated and hasn’t returned.”

Chairman of the Board of Supervisors Steve Worthley commended RMA for seeking ways to be more efficient in how it serves the public.

“We are gratified to see that the change in hours has resulted in bringing our permit applications up to date,” Chairman Worthley said. “We look forward to providing an even higher level of service to residents in Tulare County.”

Washam said the change in hours open to the public also enabled RMA planning and building staff to be more effective in other tasks by allowing more time to:

- Review building plans.
- Process building permits.
- Make follow up telephone calls to applicants concerning their permits.
- Investigate and research inquiries so that more thorough and complete information is provided to customers.
- Scheduled meetings with applicants.
- Provide greater support in administering code compliance, dairy compliance, employee housing, abandoned vehicle abatement and other programs.

Washam said each month the permit center processes an average of 260 building permits, 20 land use applications, and handles hundreds of public inquires in person or through telephone messages, email inquires, and faxed requests.

In addition to the recent changes, RMA officials say they plan to improve efficiency even more by increasing online capabilities, streamlining and simplifying the review process, and providing customer service training to staff.