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No express line for frequent, repeat customers

Cut Red Tape

Issue

There is no express line counter for those builders who are at the city weekly submitting permits.

Status: Completed

Reduced line ups

Changes made

Created four queues for the 3rd floor counter specific to application type, complexity, time to process and staff expertise, they are:

  • Development permits, single construction permits commercial applications
  • Business licences and trade permits
  • Certificates of compliance, renovations and garages
  • eAppointments

Outcomes

Improved customer service resulting in a significant reduction of "wait time" by an average of about 26 minutes per customer.​

Savings

Reduction of ~ 22:50 mins (0.38 hrs) per wait time for customers in 2012.