Exit PBES Customer Survey Question Title * 1. What was the primary reason for your visit or from which division were you requesting specific information or assistance? Building Code Enforcement Planning Environmental Health Fire Engineering Conservation General questions or file review Payment of fees Other (please specify) Question Title * 2. How would you rate the service you received from the reception staff at our office? Excellent Very good Good Fair Poor Question Title * 3. How would you rate the overall service you received from the permit center staff? Excellent Very good Good Fair Poor Question Title * 4. Upon arrival to the PBES lobby you signed in and identified the purpose of your visit. Your wait time from check in until you were first assisted in the permit center was: Shorter than expected. Longer than expected. About what was expected. Question Title * 5. Napa County PBES is expanding online customer services that are available through the Online Permit Center to include: checking the status of your permit, making permit application payments, scheduling inspections, and submitting electronic permit application submittals (such as for Express Building Permits). Please choose the response that best describes your overall experience with using the Online Permit Center (OPC). No experience. I loved it. I liked it. I was disappointed. Please add comments on what worked well and what did not, so we can continue to improve our services: Question Title * 6. In what way could we improve our service to you? Increased opportunities for over the counter permitting. Increased opportunities for online application submittals and permitting. Increased opportunities to pay for and schedule pre-application meetings with staff from all divisions for a more wide variety of projects. A more user friendly website with more information available. After hour and weekend inspections even if that required additional fees. Regular 'town hall' type meetings with division leaders to discuss questions, obtain answers, offer suggestions, and share concerns. More efficient stakeholder group workshops. Ombudsman to break permit log jams. Customer service training. Written policies to provide consistency. Spanish application forms. Seminars to provide training on new codes, policies and procedures. Other (please specify) Question Title * 7. What one area would make the biggest impact to the way in which permits are processed? Predictability in the process and clear expectation on the dates of deliverables by both staff and the applicant. Increased standardization and consistency among staff within each division. More efficient processing times. Pre-submittal meetings that provide applicants the information needed to submit an application with all the required components. More access to staff during the permitting process to ensure the project remains on track. Other (please specify) Question Title * 8. Please describe the service you were provided. Include what we did well and what could use improvement. Please include the division and the service provided. Done
