Auditor Makes Permit Recommendations

In the letter obtained by GlobeSt.com, Gallagher describes his missive as an "interim administrative letter" of the permit process audit his office is currently performing. "Our intention is to alert management of the observations and problem areas that have been noted to this point so that corrective action can be taken as soon as possible, " according to Gallagher. The audit period is from Jan. 1, 2003 through March 31,2004.

The audit is based on the existing development review operations. Mayor John Hickenlooper says one of the goals of his administration is to streamline the audit process and cut red tape. Gallagher audited the planning and review process, but did not audit the validity of the development review decisions.

Gallagher says there are three major areas that need to be improved. First, customer service is lacking in many areas that will require additional training and clearly documented expectations. Second, Gallagher says cooperation and communication is weak between the various city departments within the overall permit process. "This situation gives the indication to customers that the city does not function as a team nor with a common vision of how the process should be accomplished," Gallagher says.

The third point of concern is that information available to the permit customer is limited and often outdated, according to Gallagher. Customers to the city's permit process are generally looking for a detailed map or explanation of what must be done to acquire approvals within reasonable, attainable timelines," Gallagher says. "There should be project-specific guidelines and/or checklists available to define the permit process path from start to finish."