LTC 151-2011 Building Department Additional MIAMI BEACH R EC
2011 JUN 16, PM 1. 14
OFFICE OF THE CITY MANAGER
NO. LTC #,151-2011 { LETTER TO COMMi O ? r
TO: Mayor Matti Herrera Bower and Members of the City Commission
FROM: Jorge M. Gonzalez, City Manager l e4IJK6
DATE: June 16, 2011
SUBJECT: Building Department Additional Customer Advocate Assignment
The purpose of this Letter to Commission (LTC) is. to advise you of the assignment of an
additional Customer Advocate in the Building Department.
If you recall,. the Watson Rice study recommended that a Customer Advocate /Ombudsman
position be created in the Building Department to assist customers with permit application,
plans review and inspections. complaints or problems. The Inspection Services Coordinator
position in the Building Department was established to work in this capacity. After further
review and subsequent discussions with representatives of the development community,
most specifically representatives of the . Night Life Committee, the Administration has
determined that another representative of the Building Department assigned into such a role
will assist with our customer relations.
To that end, please note that Barbara Hawayek, the City's Customer Service Manager, has
been asked to assume an additional Customer Advocate role in the Building Department.
Ms. Hawayek has been with the City for approximately eight (8) years in the Customer
Service Manager role, working with different departments and on Citywide initiatives to
improve the City's customer experiences. Ms. Hawayek most recently was assigned to the
Code Compliance Division, which has since been absorbed into the Building Department. _
Prior to Ms. Hawayek's employment with the City, she served in a customer service capacity.
in private industry.
Ms. Hawayek will serve as a resource to all Building Department customers, assisting them
with . navigating the department processes. She will also assist customers who have
questions regarding the plan review process, and trying to move plans through the review
process in a timely fashion in an effort to meet the departmental goal of having plans
reviewed and comments issued within 30 days. Ms. Hawayek will be responsible for
responding to all _inquiries submitted via the Internet "Contact Us" link or that are referred to
the Building Department by the Mayor and City Commissioners or other members of the City
Administration. Ms. Hawayek will also work with the other departments in the Building
Development Process (Fire, Planning and Public Works) to resolve issues raised , by
customers.
We welcome Ms. Hawayek in this new assignment. She may be reached via e-mail at
barbarahawayekCD-miamibeachfl .gov or via telephone at (305) 673 - 7610, extension 6977.
JMG /JGG /RM /KT
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