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Planning department outlines multi-year permitting transformation after internal audit
Summary
The Department of Planning and Development outlined a multi-year transformation of the county permitting process, saying it has begun appointments for land-use submittals and plans further phased changes through 2026–27.
Jacqueline Anciano, director of Planning and Development, told the Finance & Government Operations Committee on Nov. 6 that the department has implemented several recommendations from an internal audit of its permitting processes and related IT needs.
Anciano said the department began a first phase on Oct. 27 that uses Microsoft Bookings to schedule appointments for land-use development applicants. The department plans to require appointments for development-services and code-enforcement matters beginning in January 2026 and expects the permitting-transformation program to span calendar years 2026 and 2027. Anciano said the department is working with the Office of the County Executive on related agricultural-housing process improvements, public-facing "vignettes" and outreach to help applicants navigate the system.
Committee members asked how user experience and customer satisfaction will be measured; Anciano said the department will send a short survey to applicants after permits are issued to collect timely feedback.
Provenance: Presentation and questions about timing, milestones and customer surveys appear in the transcript during the planning-and-development item (starting at 00:55:00).
