2022 Report of the Cost of Government Commission

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4. Evaluation: Special considerations for low-income permitting fees should be discussed to increase applicants and potentially reduce non -permitted dwellings. Fees are based on valuation. Low-income type of permits are generally low in valuation. The current fee structure charges permit fees based on Chapter 5, Article 7, of the Hawaii County Code. For a $100k value, the fee would be $101 for review and $505 for the permit. Conclusion: This would generate a growth in the housing development across the County and potentially reduce the number of non -permitted structures. DPW is currently evaluating a fee reduction; however, it is not in place. Effectiveness of the EPIC system 1. Evaluation: Permit applicants are limited in their oversight of their permit. This creates frustrations and delays in the permit process. Applicants often approach each department with their frustrations taking time away from staff resources that could be working on permits. EPIC kiosks are limited and not easily accessible to the public. Conclusion: Consider installing EPIC kiosks across the County, including in or near the County permitting department for applicants to track approval processes and notifications of potential short comings in their permit. 2. Evaluation: The permitting process often experiences delays due to errors. When errors are found, they further delay the approval process. Often the public seeks resolution at the individual departments causing frustrations and interruptions in County workers' offices. An easy to use and singular complaint systems appears to not be established in the County. Conclusion: As part of the EPIC system, develop a complaint submission system. Designate a single source to handle complaints as to not burden the departments. Provide updates in EPIC for applicants to track their complaints and receive feedback. Provide services for the public to have questions answered. EPIC should be utilized for Q&A, email submission on the County site should be available, weekly classes should be available to speak with someone, and a phone hotline should be provided and answered by someone to support a 24-hour turnaround to the public. Evaluation: Common errors in the permit process are not being communicated to submitters, further delaying the permit approval process. The County resources are limited in what they are able to provide to the public and contractors. Conclusion: Establish public training tools for the common errors found in the permitting delay process. Have applicants complete a checklist with hyperlinked training for common errors to ensure compliance and reduction in permitting delays. Establish a support training web page on the County site that is easy to use for the public. Consider providing a regular instructional class put on by a County employee for permit applicants to attend. The class could include a short review of the permit for common errors to expedite the process and build trust in the system. 2022 Cost of Govemment Commission —County of Hawai'i - Final Report