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Planning & Development Services outlines customer‑service, outreach and AI tools as part of service overhaul
Summary
York County Planning & Development Services is rewriting its customer bill of rights, piloting an online customer survey and exploring an internal AI chatbot to help answer public questions; staff also described outreach to HOAs and training for surveyors and contractors.
York County Planning & Development Services (PDS) presented a package of service‑improvement initiatives at the county council workshop on Sept. 9, including a rewritten customer bill of rights, an online customer survey, lobby renovations to improve in‑person interactions, expanded outreach to homeowners associations and professional stakeholders, and exploration of an internal AI tool to surface code and permitting information.
Tom Couch, the assistant county manager who led the discussion of PDS initiatives, said the department is emphasizing the “human side” of service and is revising the existing customer bill of rights to focus on departmental responsibilities and reduce…
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