2022 Report of the Cost of Government Commission

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4. Evaluation: When permits are in the review process, the uncertainty of EPIC can create frustration by not providing the submitter a timeline for approval. Often, submitters are experiencing financial constraints and have contractors on standby awaiting the approval process. Currently, there is only one lender who will do local construction loans, specifically because of the timeline ambiguity with the permitting process. The EPIC system does not provide an anticipated approval date, an idea of where in the queue the permit is or any clear communication on the status of the permit. DPW response: Based on inquiries, "Where am I in the queue?" is a frequently asked question and therefore on our "to do" list. Since we are first working to get priority projects permitted, we do not want to frustrate applicants whose projects are not prioritized without having a solution for their delay. We simply need more staff and are actively recruiting Plan Reviewers. We are also working to minimize the backlog in Permit Intake, the process during which applications are reviewed for completeness or to seek temporary hires to draw down the backlog. Conclusion: Employ a tracking system on top of EPIC so applicants and DPW know the number of permit applications in the queue, being reviewed, and provide a project date to completion. Conduct a staffing assessment that includes appropriate experience requirements that is briefed weekly until staffing issues are resolved. 5. Evaluation: Contractors are unable to view the status of permits in process due to project naming, PROJECT / PROPERTY OWNER NAME, which hampers their ability for future building planning. Conclusion: Consider providing the ability for contractors to have visibility on permits so they can develop a timeline for the project. Develop an email response system in EPIC that immediately notifies contractors or applicants of errors when applying for permits. A hyperlink option for a refund of fees should be provided in the response. Submitters should also be able to add users like the owner or contractor after the fact, rather than having to call the County to do it. Public Education Evaluation: The County has many unpermitted structures or additions that often lead to fires and jeopardize public safety. Public permitting information on the website and in person is limited and confusing for the common citizen. Conclusion: Enforcement of unpermitted structures should be revisited to consider stricter rules and penalties to improve permit compliance. If not already established, develop a clearer road map that is easy to use. 9 2022 Cost of Govemment Commission —County of Hawai'i - Final Report