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Salem Lakes committee reviews permitting workflow, proposes customer-service fixes
Summary
County and village staff described the online permitting workflow and recommended usability improvements (clearer website "splash" page, early-assistance meetings, automatic reminders and inspection scheduling); committee discussed whether low-level permits could be processed at Village Hall subject to staffing and contract limits.
County and village staff briefed the Economic Development Committee on a documented permitting workflow and an online permitting platform used to accept, route and review applications. Andy, a county permitting staff member, said the system centralizes payments and reviewer notifications and that most routine residential permits are issuing within five to six days, though some commercial or specialized permits may take longer.
Staff and committee members identified several near-term customer-service improvements: a clearer website landing page that directs applicants to instructions and the portal; labeled in-person assistance for applicants who cannot navigate the system; an in-lobby kiosk or tablet for people to begin applications; and automatic reminder emails or task-based alerts to prompt applicants to submit missing materials. "People have difficulty getting information upfront sometimes," Andy said; members stressed better communication and email responsiveness to reduce multi-week delays for applicants.
For complicated or larger projects, staff already holds predevelopment or "early assistance" meetings (bi-monthly Thursday sessions) that produce a detailed list of required materials and next steps. Members suggested expanding the early-assistance offer and ensuring a single point-of-contact or "lead" at the permit counter for each project to improve continuity across reviewers.
Committee members also discussed whether some low-level permits could be performed locally at Village Hall rather than through the county contract. Staff noted a current county contract and limited village staff capacity; the chair said the idea can be revisited once the new administrator (Mike) is settled.
Next steps: staff will explore whether the permitting software can auto-send reminders and task notices, prepare materials to make the website portal clearer for first-time applicants, and report back on options to provide limited in-person assistance without breaching existing contracts.
