LTC 242-2022 Building Department Update242-2022
MIAMI BEACH
OFFICE OF THE CITY MANAGER
NO. LTC# LETTER TO COMMISSION
TO:
FROM:
Honorable Mayor Dan Gelber and Members of the City Commission
Alina T. Hudak, City Mana~
June 21, 2022 1J' '1
\ DATE:
SUBJECT: Update on the Building Department Public Access and Customer Service
Survey
In March of 2020, to protect the health of all, City Hall restricted entry to the public. However,
the channels of communication and the service to our community never closed. In the midst of
the pandemic and the myriad challenges that we faced, the City of Miami Beach Building
Department was forced to quickly alter its operations from traditionally face-to-face transactions
to fully electronic interaction. This was no easy feat for a Department that processes over
15,000 permit applications per year (for comparison, the City of Miami cites processing 26,000
permits, Aventura 5,500, North Miami Beach 3,500, Pinecrest 3,000). During the pandemic,
development activity paused for a short period but quickly returned to normal. In addition, it
seems that being quarantined and unable to travel induced homeowners to improve their
homes, resulting in a spike in permit applications for home improvement projects. At the same
time, the Department was hurriedly implementing its online electronic permitting system, which
required collaboration with the IT department to upgrade software, configure changes, train
staff, and training the public. The Building Department has never stopped serving the public.
In 2021 , in response to the customers' need for guidance with the new system , the Department
implemented several new ways to serve the customers, while still maintaining their health and
safety. The Department increased its call center staff to a team of 10 employees and created
multiple specialized email addresses, which are monitored by the same team, to assist
contractors, homeowners, inspections needs, and general information questions. In addition,
the Department implemented an appointment system, which made it possible for the public to
easily make in-person or virtual appointments to meet with the staff person needed. At that
time, in-person appointments were seen at North Beach office.
In the beginning of 2022, the Department expanded the appointment system to include in-
person appointments at City Hall. Miami Beach residents and emergencies are always welcome
without appointment. The appointment system has worked well for the public, who no longer
have to wait long periods to be seen. Exhibit A hereto presents the number of appointments
since 2021.
The online permitting has also been beneficial in allowing applicants to go through the
permitting process without having to travel to City Hall. It has also helped reduce paper
pollution and keep documents organized electronically in a central location.
Because of the foregoing procedural improvements, the services provided to customers by the
Department are greater than they were prior to 2020. Exhibit B presents the increase in
customers served in 2022 vs 2019 of approximately 37%. Whereas in 2019 customers came in-
person and obtained a ticket to be seen, now we are serving customers by appointment in -
person, virtually, and through the online system.
That said, the Administration, the Department, and the IT Department recognize that the online
permitting system needs improvement, and we are working eagerly and diligently to make the
system streamlined, efficient, and user-friendly.
The Department also recognizes that there is room for improvement in customer service. This is
why the Department created the customer service survey, which it sends out monthly to all
permit applicants to capture the feedback needed to identify the specific areas for improvement.
Customer service is a paramount inviolable right to our constituents, and the Department
frequently conducts customer service trainings, including online and in-person professional
customer service trainers, and also provides extra one-on-one customer service training for staff
that has been identified as requiring additional guidance in assisting the public.
We understand that regulatory government processes are unwanted in many cases, however,
as reflected in survey results attached as Exhibit C, respondents have a generally positive
satisfaction level with the Department. As shown in Exhibit C, 50% of respondents were
satisfied or very satisfied with their overall experience with the Department and 18.64%
responded neutral, while 31 % rated their experience as Dissatisfied or Very Dissatisfied. Of the
1,045 respondents since July 2021 (about a 7% response rate), approximately one half provided
additional feedback in the form of written comments. There are some comments that praise the
Department, and others that provide helpful insight on issues to address. At times, the
comments pertain to issues that the Department can address internally with staff. Other times,
the comments pertain to process improvements that warrant additional consideration. And,
other times, the comments reveal that the customer requires clarification or additional
instruction.
As would be expected, the adjustments the Department made to adapt to the post pandemic
reality had a learning curve. However, we are confident we are on the right path to improving
and providing the high quality of service that our community deserves.
I encourage those processing a building permit to visit the Building Department webpage
www.miamibeachfl.gov/building. Here you will find the link to easily make an in-person or virtual
appointment. Additionally, several instruction guides and videos on how to apply for a permit,
guidelines and requirements for submitting electronic files, submitting reworks/corrections, and
checklists for each permit type that outlines what documents are required from all review
departments have been added to the Building Department website. All trainings the Department
hosts are recorded and placed on the Events and Announcements page. Beginning in July, the
department will start a recurring monthly training series for those that need guidance on
applying for a permit. Additionally, the Contact Us page provides all the contact information for
the customer service team and lead staff. Inspector contact information can also be found on
the Department's Inspections page.
Lastly, pursuant to the requests at the June 15th Public Safety and Neighborhoods Committee
meeting, the Department will now include the appointment making link on all failed reviews
comments, and continue to work with plan reviewers in simplifying technical comments to more
layman terms.
ATH/~AS/ND
2021
QMATIC
Appointment Booking
Ap poi n tm e nt Booking
Total number of Month bookings
February 2
March 21
April 4
May 14
June
July 108
August 164
September 161
October 169
November 126
December 112
Report version 2.0 2
EXHIBIT A
2022
QMATIC
Appointment Booking
Appointment Booking
January
February
March
April
May
June
Report settings __
Selected date intervals
2021-01-01 -2022-06-17
Branch:
Service:
176
157
227
246
257
131
All Selected
All Selected
Orchestra 5.4 (Ticket System) 2019
~.@ }.t":~fi~g~-'! '!!aF!'~
~-•l '-"-. >l ~-;, ~i~a_Y ?:-~~t~j _ . ..:.,~~~'ii Served, ,~--... ,c,• •. •. ·--~·-·.;20~.1:· ;,:---"'1 ·. ,·.
--">,l~-'<\;;·?!:4:~::~.:.1 :v·'.· v; ~ ,.'<: --;;;:,-;,-~ ...:-/j;: ' -;;'~ i,;1,; i&L· --~~ ~ ;l't"~,-' ,~-
January 1534 70 84
February 1414 71 83
March 1472 70 98
April 1569 71 86
May 1614 73 91
June 1454 73 68
July 1386 63 75
August 1291 59 76
September 1225 61 57
October 2683 117 127
November 2975 149 220
December 2383 113 200
EXHBIT B
Orchestra 7 (Appointments+ Online Permits) 2022 YTD
Monifi~~·Aiiiiointmen1s· :Ava~ ·Permits i? 1 ota1 ;:;. -1:~, "Av9 ~;; Mai '.~
;:.,,~ -~~ Serv~#~~ t Slots 'Ai>Ptied, J c~.;;~: Cust/Day, c;.st/DayJ ··•· ". E --7:'i!: .... . -. . . .----.-, .... ~,~--~~ ::(Monthly)[· ,....,,Servedl .. :, ', . .;.,;~-~
tV~~~>t' , -~ ..,.,,., .~_~◄,: ,~.-..... ~ • ~~_--..-.,1 .T..-:~ : : i---;,.-s.... ,-.,_ ,m :;~ ·: . \--~ ::: -.:·-,,:-i __ -~--. ~ . ~
~~~ ;2fr -;~--~,:,_ :··:,·_~_,,.,:._.,:-c,~;a•~-~,/~J ;;,e~ , .;!'~ .:'1. ~ .... ,.....,_~_4 ~ .... :_...., ~•y _
January 176
February 157
March 227
April 246
May 257
June 131
July
August
September
October
November
December
Total Customers Served
Orchestra 5.4 (Ticket System) 2019
vs
2720 1909 2085 95 N/A
2720 1802 1959 89 N/A
2720 2191 2418 110 N/A
2720 1833 2079 95 N/A
2720 1624 1881 86 N/A
2720 751 882 40 N/A
0 0 N/A
0 0 N/A
0 0 N/A
0 0 N/A
0 0 N/A
0 0 N/A
Orchestra 7 (Appmnts + Online Permitting) 2022 YTD
3500
3000
2500
2000
1500
1000
500 I 11 1 I 11 1 I I 1
January February March April May June July August September October November December
■ 2019 ■ 2022
Customer Service Survey
EXHIBIT C
Ql Which title best describes how you do business with the Building
Department?
Contractor
Architect/Engin
eer
Plans
Expediter
Homeowner
Other (please
specify)
Answered: 1,041 Skipped: 4
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES RESPONSES
Contractor 50.82%
Architect/Engineer 7.40%
Plans Expediter 15.56%
Homeowner 17.96%
Other (please specify) 8.26%
TOTAL
1 / 11
529
77
162
187
86
1,041
Customer Service Survey
Q2 How long have you been doing business with the Building Department?
Less than 6
months
6 months to
less than 1 ...
1 year to less
than 3 years
3 years or more
Answered: 1,021 Skipped: 24
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES RESPONSES
Less than 6 months 10.38%
6 months to less than 1 year 7.74%
1 year to less than 3 years 10.77%
3 years or more 71.11%
TOTAL
2 Ill
106
79
110
726
1,021
Customer Service Survey
Q3 What was the subject of your recent visit with the Building
Department?
Obtaining a
permit
Obtaining a
Certificate ...
Resolving a
Building Cod ...
Other (please
specify)
Answered: 1,035 Skipped: 10
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES RESPONSES
Obtaining a permit 87.83%
Obtaining a Certificate of Occupancy 1.35%
Resolving a Building Code violation 2.32%
Other (please specify) 8.50%
TOTAL
3 I 11
909
14
24
88
1,035
*
Customer Service Survey
Q4 How would you rate your overall experience with the Building
Department?
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Answered: 971 Skipped: 74
--* ■ Very Dissat... ■ Dissatisfied Neutral ■ Satisfied
■ Very Satisfi ...
VERY DISSATISFIED DISSATISFIED NEUTRAL SATISFIED VERY SATISFIED TOTAL WEIGHTED AVERAGE
15.04%
146
16.17%
157
18.64%
181
26.47%
257
4 / 11
23.69%
230 971 3.28
Customer Service Survey
Q5 How would you rate your experience with the Permit Application
Process?
Customer service
Professionalism
Understanding
customers' needs
Timeliness
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Employees' knowledge
Answered: 1,035 Skipped: 10
Customer
service
■
Professionali Understanding
sm customers'
needs
■ Very Di ssa t... ■ Dissatisfied Neutral
■ Very Satisfi ...
VERY DISSATISFIED NEUTRAL
DISSATISFIED
11.87% 14.49% 20.91%
122 149 215
8.68% 7.99% 23.96%
88 81 243
15.27% 14.58% 22.76%
155 148 231
24.80% 17.22% 16.54%
252 175 168
10.98% 9.59% 26.71%
111 97 270
5 / 11
Timeliness Employees'
knowledge
■ Satisfi ed
SATISFIED VERY
SATISFIED
28.40% 24.32%
292 250
31.36% 28.01%
318 284
24.73% 22.66%
251 230
20.67% 20.77%
210 211
27.99% 24.73%
283 250
TOTAL WEIGHTED
AVERAGE
1,028 3.39
1,014 3.62
1,015 3.25
1,016 2.95
1,011 3.46
Customer Service Survey
Q6 How would you rate your experience with the Plan Review process
(Building Department only and does not reflect other departments such as
Planning, Fire, Public Works, etc.)?
Customer service
Professionalism
Understanding
customers' needs
Timeliness
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Employees' knowledge
Answered: 1,020 Skipped: 25
■ I I
Customer Professionali Understanding Timeliness Employees'
service sm customers' knowledge
needs
■ Ve1·y Dissat... ■ Dissatisfied Neutral ■ Satisfied
■ Very Satisfi ...
VERY DISSATISFIED NEUTRAL SATISFIED VERY TOTAL WEIGHTED
DISSATISFIED SATISFIED AVERAGE
12.41% 13.00% 22.56% 29.95% 22.07%
126 132 229 304 224 1,015 3.36
9.09% 7.59% 23.18% 34.47% 25.67%
91 76 232 345 257 1,001 3.60
15.07% 12.67% 22.65% 27.94% 21.66%
151 127 227 280 217 1,002 3.28
23.79% 16.06% 17.84% 23.98% 18.33%
240 162 180 242 185 1,009 2.97
9.51% 7.41% 25.13% 33.23% 24.72%
95 74 251 332 247 999 3.56
6 / 11
Customer Service Survey
Q7 What is your level of satisfaction with the time it took for your permit to
be issued?
*
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Answered: 933 Skipped: 112
* ■ Very Dissat... ■ Dissatisfied Neutral
■ Very Satisfi ...
-
■ Satisfied
VERY DISSATISFIED DISSATISFIED NEUTRAL SATISFIED VERY SATISFIED TOTAL WEIGHTED AVERAGE
26.15%
244
17.26%
161
17.47%
163
22.62%
211
7 I 11
16.51%
154 933 2.86
Customer Service Survey
QB How would you rate your experience with Inspection Services?
Answered: 973 Skipped: 72
100%
90%
80%
70%
60%
50%
40%
30% I 20% I I 10% ■ ■ ■ 0%
Customer Professionali Understanding Timeliness Employees'
service sm customers' knowledge
needs
■ Very Dissat... ■ Dissatisfied Neutral ■ Satisfied
■ Very Satisfi ...
VERY DISSATISFIED NEUTRAL SATISFIED VERY TOTAL WEIGHTED
DISSATISFIED SATISFIED AVERAGE
Customer service 8.25% 6.19% 27.53% 32.37% 25.67%
80 60 267 314 249 970 3.61
Professionalism 7.97% 4.51% 27.78% 30.92% 28.83%
76 43 265 295 275 954 3.68
Understanding 9.64% 7.23% 28.62% 28.83% 25.68%
customers' needs 92 69 273 275 245 954 3.54
Timeliness 9.82% 7.42% 28.74% 28.00% 26.02%
94 71 275 268 249 957 3.53
Employees' knowledge 7.46% 4.41% 29.10% 30.88% 28.15%
71 42 277 294 268 952 3.68
8 Ill
Cust omer Service Su rvey
Q9 How would you rate your experience with requesting Building
Department records?
Answered: 976 Skipped: 69
100%
90%
80%
70%
60%
50%
40%
30%
20% I I I 10% ■ 0% -■
Customer Professionali Understanding Timeliness Employees'
service sm customers' knowledge
needs
■ Very Dissat... ■ Dissatisfied Neutral ■ Satisfied
■ Very Satisfi ...
VERY DISSATISFIED NEUTRAL SATISFIED VERY TOTAL WEIGliTED
DISSATISFIED SATISFIED AVERAGE
Customer service 6.89% 5.14% 34.84% 26.93% 26.21%
67 50 339 262 255 973 3.60
Professionalism 6.04% 3.85% 35.28% 27.99% 26.85%
58 37 339 269 258 961 3.66
Understanding 6.81% 5.13% 35.60% 26.39% 26.07%
customers' needs 65 49 340 252 249 955 3.60
Timeliness 8.14% 5.64% 36.33% 25.26% 24.63%
78 54 348 242 236 958 3.53
Employees' knowledge 6.08% 3.88% 36.06% 27.04% 26.94%
58 37 344 258 257 954 3.65
9 Ill
Cust omer Service Survey
QlO How would you rate your experience with the Building Department
Call Center?
Customer service
Profess ion al ism
Understanding
customers' needs
Timeliness
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Employees' knowledge
Answered: 865 Skipped: 180
Customer
service
Professionali Understanding
sm customers'
needs
■ Very Dissat... ■ Dissatisfied Neutral
■ Very Satisfi ...
VERY DISSATISFIED NEUTRAL
DISSATISFIED
12.73% 11.00% 28.24%
110 95 244
11.49% 8.06% 28.79%
97 68 243
13.81% 10.15% 29.63%
117 86 251
15.29% 11.06% 28.47%
130 94 242
12.65% 8.87% 31.91%
107 75 270
10 / 11
Timeliness Employees'
knowl edge
■ Satisfied
SATISFIED VERY
SATISFIED
26.74% 21.30%
231 184
28.20% 23.46%
238 198
24.91% 21.49%
211 182
24.35% 20.82%
207 177
24.11% 22.46%
204 190
TOTAL WEIGHTED
AVERAGE
864 3.33
844 3.44
847 3.30
850 3.24
846 3.35
Customer Service Survey
Qll Do you have any suggestions for improving our services?
Answered: 517 Skipped: 528
COMMENTS ARE SEVERAL PAGES LONG. FOR A COPY OF
COMMENTS PLEASE EMAIL
NATASHADIAZ@MIAMIBEACHFL.GOV
11 / ll