At the Novato City Council meeting on Tuesday, March 26, Council received the Building Division Organizational Assessment and unanimously voted to move forward with a plan aimed at enhancing customer service to our community. 

The plan includes a total of 20 action items to address service improvements in the areas of communication, plan review processes, organization and staffing, and the use of technology. 

Community Development Director Clare Hartman and Jacquelyn McCray from Baker Tilly US, LLP presented the assessment which aims to ensure the safety, integrity, and compliance of structures within our vibrant community while offering customer service that is effective, transparent and efficient.

Hartman noted that “the greatest asset to an applicant is our staff and how well they can help you” and that “building up the in-house staff capacity” is a priority. Next steps include service improvements to the City’s Permit Center and plan check process as well as implementing new technology and protocols to enhance operations.

The City’s Building Division is responsible for reviewing residential and commercial building permit applications, issuing permits, conducting inspections, and assisting residents and contractors with completing and submitting permit and development-related applications.

The study and recommendations can be accessed here:

Building Division Organization Assessment - Project Report

Building Division Organization Assessment - Summary of Recommendations