1. 1 DEPARTMENT OF PUBLIC WORKS BUILDING AND ZONING ADVISORY COMMITTEE RECOMMENDATIONS JUNE, 2006

2. 2 INTRODUCTION Advisory committee (Skibitsky) DPW members (Neylan) Committee objectives DPW organizational structure Background Methodology and timeline Recommendations Implementation

3. 3 ADVISORY COMMITTEE Matthew Albano John Ryan Pam Wiaczek

4. 4 DPW BUILDING AND ZONING Ken Marsh: Director & Town Engineer Chris McAloon: Assistant Town Engineer Kathleen Neville: Zoning Official Steve Freedman: Construction Official

5. 5 ADVISORY COMMITTEE OBJECTIVES Achieve enhancements in: 1. Communication 2. Customer service 3. Efficiency/Effectiveness/Productivity

6. 6 DIRECTOR OF PUBLIC WORKS & TOWN ENGINEER KEN MARSH DIVISION OF ENGINEERING TOWN ENGINEER = PAUL HORTA PROJECT ENGINEER – PROPERTY MAINTENANCE FIELD INSPECTOR – INSPECTION ENGINEERING AIDE – SURVEYING ENGINEERING AIDE - SURVEYING DIVISION OF BUILDING INSPECTIONS CONSTRUCTION OFFICIAL = STEVE FREEDMAN BUILDING/HOUSING INSPECTOR PLUMBING INSPECTOR – PART TIME ELECTRICAL SUB CODE INSPECTOR – PART TIME 4 ADMINISTRATIVE STAFF – 2 FULL TIME & 2 FULL TIME DIVISION OF CONSTRUCTION & MAINTENANCE DPW SUPERINTENDENT = CLAUDE SHAFFER 3 DPW SUPERVISORS 41 PUBLIC WORKS EMPLOYEES ASSISTANT DIRECTOR OF PUBLIC WORKS VACANT ASSISTANT TOWN ENGINEER CHRIS MCALOON ADMINISTRATIVE STAFF – 2 FULL TIME AND 2 PART TIME ASSISTANT TO TOWN ENGINEER = NORMA ASSISTANT TO ZONING & ENGINEERING = VACANT PART TIME ASSISTANT = VACANT PART TIME ASSISTANT = LAURA ZONING OFFICE ZONING OFFICER = KATHLEEN NEVILLE ASSISTANT TO ZONING OFFICER = PART TIME- RAY LUCK TOWN PLANNER = PART TIME - BLAISE BRANEAU Note: Full time employees, unless otherwise notes

7. 7 BACKGROUND

8. 8 December January 2006 February March November October 2005 Meetings and interviews – October to May Analysis and development of recommendations – May to June April METHODOLOGY AND TIME LINE Sessions with DPW and committee Individual meetings with Construction and Zoning staff Meetings with users: Zoning Board of Adjustments Planning Board Downtown Westfield Corp. Downtown merchants Architects Builders MayJune

9. 9 CURRENT PERMIT FLOW APPLICANT DIVISION OF BUILDING INSPECTIONS BOARD OF ADJUSTMENT OR PLANNING BOARD ZONING OFFICIAL PERMIT APPROVED REVIEWED APPROVAL REQUIRED APPROVED DENIED

10. 10 ZONING AREAS OF RECOMMENDATIONS 1. Application/Process Improvements 2. Compliance 3. Staffing/Backlog 4. Enhanced Communication 5. Continuing Education 6. Customer Service

11. 11 APPLICATION/PROCESS IMPROVEMENTS 1. Application and permit information on town website 2. Photo requirement for all applications 3. Addition of log sheet in all application files 4. Tracking system for all completion dates (Continued)

12. 12 APPLICATION/PROCESS IMPROVEMENTS (Continued) 5. Clarity as to when an application is “deemed complete”: review meeting, one-page checklist 6. Implementation of “Hillsborough/Hoboken model” for all large projects 7. Assistant for small matters 8. Separate tracking for Commercial and Residential

13. 13 COMPLIANCE 1. Consistent/uniform enforcement of compliance matters 2. More allocation of time for enforcement 3. Revamp final C of O process

14. 14 STAFFING/BACKLOG 1. Full-time Town Planner 2. Full-time administrative assistant to the Zoning Officer 3. More hours for Assistant to the Zoning Officer

15. 15 ENHANCED COMMUNICATION 1. Collaboration with key boards, committees, and departments

16. 16 CONTINUING EDUCATION 1. Continuing education for the Zoning Officer 2. Continuing education for Board members

17. 17 CUSTOMER SERVICE 1. More time available to the public 2. Improved telephone coverage 3. Zoning Administrative Assistant to update applicants 4. Formalized customer service training

18. 18 BUILDING DEPARTMENT AREAS OF RECOMMENDATIONS 1. Permit Process Improvements 2. Customer Service

19. 19 PERMIT PROCESS IMPROVEMENTS 1. Application and permit information on town website 2. Revision of paperwork for contractor reminder 3. Coverage for the Construction Official

20. 20 CUSTOMER SERVICE 1. Improved telephone coverage 2. Formalized customer service training

21. 21 DEPARTMENT-WIDE CUSTOMER SERVICE 1. Formalized feedback process

22. 22 IMPLEMENTATION AND NEXT STEPS Formal implementation in the short-term