The primary purpose behind the renovation was to update the office’s mechanical and lighting systems to make them more energy efficient, says Permitting Services division manager Lillian Scott-Payne.
“We’ve had to essentially change the way we operate our business in the sense that we now have digital customers as well as walk-in customers,” Scott-Payne says, noting how there’s now a line-management option for customers to make appointments beforehand, which will benefit “frequent flyer customers” who are paid by companies to “go in, get the permit [and] get it done.”
“We’ve also created the ability to have a lot more collaborative spaces so that staff can meet with staff, and also staff can meet with customers very easily,” Scott-Payne says.
The office’s website has been redesigned to make things smoother. In other words, Scott-Payne continues, the process of obtaining a permit from the city has been streamlined.
“We also offer training classes on a regular basis for our new digital system, and we have customers that come in just for that,” Scott-Payne says.
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This article appears in Apr 3-9, 2019.