Comment 105297

By Jonathan Dalton (registered) | Posted October 09, 2014 at 17:22:42 in reply to Comment 105242

But, to be honest, are you confusing what licensing does with what building does? Have you had a bad experience there and are out to tell everyone about it?

Actually I've tried to move on with my life for the most part, but I did have a bad experience with building and licensing which I feel is relevant to a discussion about customer service at the City. I think the misinformation, lack of communication and seemingly deliberate obfuscation that I received is indicative of cultural and organizational problems.

I understand what the building and licensing departments do. I got my license from the license department and I got my building permit from the building department (or office, whatever you want to call it.) Because of my situation, the permit was a prerequisite for the license.

They should act more as one department, but they don't. In addition to having to go to two different offices and deal with (at least) two different staff, you can end up handing over money at two different counters when you really only needed to do it at one. And those fees are not cheap.

The City has taken steps to rectify this - the so-called 'one stop for business' counter at the ground floor of City Hall. They can deal with licensing issues but if you need to deal with the building department, you're on your own. This is a baby step but they need to be able to bring more departments together, give out correct information more consistently, and follow through with their clients. They need to 'own the problem.'

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