HomeMy WebLinkAbout; Public Works Service Plan CM&I 2004/05; Public Works Service Plan CM&I 2004/05; 2004-07-27PUBLIC WORKS SERVICE PLAN - 2004/05
CONSTRUCTION MANAGEMENT & INSPECTION
July 27, 2004
Improve Inspection Request Processing
Activity Description
Requests for engineering inspections are made to the Construction Management &
Inspection (CM&I) Division by telephone or fax transmittal. If a request is being
made via telephone, the contractor calls into the inspection line, and leaves the
required information via message in the inspection voicemail box. CM&I office staff
then logs into that voicemail box from their phone at various points throughout the
day, writes down the information, and then enters the request into the computer
system. If the contractor is requesting his inspection via fax, they fill out a
standardized request form, then fax that form to CM&I.
Problem/Issue Statement
Many of the inspection requests are made by the contractor's office staff. Most of
these offices have "modern technology" and internet access. However, they are
currently still required to make a phone call or use their fax machine to request
inspection in the City of Carlsbad. This is not always the most convenient method of
making requests. Often times, the inspection request phone line is busy, and they
must try several times to get through to leave their message. If they're faxing their
request in, they're sometimes met with the same situation: the line is busy and they
might have to make several attempts. Both of these methods can be time consuming
for the contractor. Sometimes, if they don't succeed in getting their request in right
away, it eventually gets overlooked and doesn't get to us in time for the needed
inspection.
Idea/Recommendation
Our division proposes that we give contractors the option of requesting their
inspections on-line, from the City's web site. This will be done electronically by
entering information into the required blank fields of an electronic request form.
They would then "submit" the request electronically via e-mail, directly to the
Construction Management & Inspection department. Contractors would also have
the option of printing a blank inspection request form and, if they chose to do so, can
hand-write information onto the form and fax it back to our division.
Our proposal will provide contractors the additional convenience and ease of making
an inspection request on-line, while still keeping the other two methods (telephone
and fax transmittals) available. It will also make it more convenient for our office to
get additional information to the contractors, such as upcoming holidays, by posting
"notes" or "reminders" on the website request page.
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Cost/Benefit Analysis
The cost of implementing this idea is relatively inexpensive. CM&I staff, and IT staff
time is mainly what's involved. It will take approximately eight hours of CM&I staff
time coming up with the web site information. The staff time involved for IT is
approximately eight to ten hours. CM&I staff has already met with IT and they are
willing to work with staff to complete this project.
The benefit of offering this method of requesting inspections to contractors is that it
brings the City into the "modern age" where computers and the internet are so
widely used. By offering this service, we're also greatly increasing our customer
service to those who work in the City by giving them options, and making it easier for
them to request their inspection. For CM&I staff, rather than having to log into the
inspection mailbox, write out the requests, then enter them into the computer, they
will be able to directly enter the information into the computer via the e-mail that will
be received when someone submits their on-line request. This will save
approximately three minutes per inspection request (there are approximately 30
requests made per day), for a total time savings of 1.5 hours.
This is a great proactive approach to customer service that the City will be taking.
Not only will it be easier for those who work in the City of Carlsbad, but will also be
easier for those who work in CM&I. Our recommendation is that CM&I staff work
with IT staff to create a home page for CM&I where contractors can go to request
their engineering inspections.
Discuss alternatives
Status Quo, no change. Continue inspection request processing as is currently
practiced. If no changes are made, the CM&I staff time savings will not be realized.
Identify/Overcome Objections
Possible objections:
1. Additional IT and/or Business Systems Specialist staff time involved in
developing and implementing the website access inspection form.
2. CM&I staff time it would take to check the e-mails received requesting
inspections.
Overcome objections:
1. While there would be some additional staff time spent initially to implement this
new process, there would be minimal staff time (if any) required to maintain the
website as the information on the request form rarely changes.
2. CM&I staff already has to spend time logging into the voice mail system to
retrieve the requests. Checking e-mails will be less time-consuming (saving
approximately 3 minutes per inspection) and more convenient for CM&I staff by
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saving time and allowing the convenience of checking e-mails at a time
convenient for staff.
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