Regional Online Permitting Program

June 26, 2014 Users Group Meeting

Agenda

Creative uses of ViewPermit Survey results / feedback Issues Resolution process Latest ViewPoint news

Current Members Bolton Brookfield Coventry East Hartford East Windsor Ellington Enfield Glastonbury

Madison Manchester Milford New Britain New Haven Newington North Haven Ridgefield

Simsbury Southington Stamford Tolland Wethersfield Waterford

Survey Results

June 2014 Survey – specific functionality

How is it working?

Very well

Well Needs

improvement

Does not

work N/A

Create a new permit 10 12 4 0 2

Managing the permit approval process 5 14 6 0 3

Assign reviewers and review agencies to the permit 5 10 4 0 9

How is it working? (continued)

  Very well

Well Needs

improvement Does not

work N/A

Managing the permit review process 3 14 9 0 3

Managing the inspections process 3 10 8 0 7

Monitoring performance 1 11 7 0 9

How is it working? (continued)

 Very well

Well Needs

improvement Does not

work N/A

Managing the CO process 3 8 12 0 6

Providing information to the public regarding permits 2 5 13 1 8

Very well Well Needs

improvement

Does not

work N/A

Assign inspections to a permit 2 8 7 0 6

Schedule inspections 1 3 6 2 11

Enter inspection results 4 9 6 1 3

Communicate inspection results to customers 1 3 8 2 9

Close out permits once inspections are complete 1 11 6 0 5

Inspections

2012 and 2014 Identical Surveys

15 Respondents in 2012 12 respondents in 2014

2012-2014 Comparison SummaryO

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ViewPermit User Survey 2012-2014 Comparison

2012 2014

1. Please rate your overall satisfaction with ViewPermit in the following categories

2014 Response Very SatisfiedSomewhat Satisfied

Somewhat Dissatisfied

Very Dissatisfied

Rating Average

Overall 0 8 3 1 0.25Building Module Overall 0 7 4 1 0.08Planning Overall 0 3 1 2 -0.33Zoning Overall 0 2 2 2 -0.67Wetlands Overall 0 2 0 3 -0.80Reporting Overall 0 5 3 3 -0.36

2012 Response Very SatisfiedSomewhat Satisfied

Somewhat Dissatisfied

Very Dissatisfied

Rating Average

Overall 1 8 2 2 0.31Building Module Overall 2 6 6 0 0.29Planning Overall 0 3 3 3 -0.67Zoning Overall 0 2 4 3 -0.89Wetlands Overall 0 2 4 3 -0.89Reporting Overall 0 3 5 5 -0.92Feel free to comment on your response (optional)

2. Please rate the usefulness of the reports outlined below

2012 Response Very Usable UsableNeeds Some

TweakingNot Usable Rating Average

CO Reporting 0 1 10 3 -1.07Financial Reporting 0 3 5 6 -1.00Metrics Reporting 0 1 2 8 -1.55Permit Reporting 0 5 9 0 -0.29Inspection Reporting 0 3 5 5 -0.92Other Reporting 0 2 6 3 -0.91

2014 Response Very Usable UsableNeeds Some

TweakingNot Usable Rating Average

CO Reporting 0 4 5 2 -0.45Financial Reporting 0 2 5 2 -0.78Metrics Reporting 0 0 6 2 -1.25Permit Reporting 1 4 4 1 0.00Inspection Reporting 0 2 6 2 -0.80Other Reporting 0 2 4 1 -0.57

3. How useful is the dashboard to you?

2012 Response Very UsefulSomewhat

UsefulMinimally

UsefulNot Useful At

AllRating Average

  0 2 11 1 -0.79

2014 Response Very UsefulSomewhat

UsefulMinimally

UsefulNot Useful At

AllRating Average

  1 1 5 4 -0.91

2014 ResponseResponse Percent

Response Count

Building 100.0% 12Planning 16.7% 2Zoning 16.7% 2Wetlands 8.3% 1Public Works 16.7% 2Other (please specify) 2

4. What modules do you primarily use?

2012 ResponseResponse Percent

Response Count

Building 100.0% 14Planning 35.7% 5Zoning 35.7% 5Wetlands 21.4% 3Public Works 14.3% 2Other (please specify) 3

5. How satisfied are you with the customer portal and the responsiveness within the customer portal?

2012 Response Very SatisfiedSomewhat Satisfied

Somewhat Dissatisfied

Very Dissatisfied

N/ARating

Average

  0 1 4 8 2 -1.46

2014 Response Very SatisfiedSomewhat Satisfied

Somewhat Dissatisfied

Very Dissatisfied

N/ARating

Average

  0 2 3 4 3 -1.00

2014 Comments• I never got a call when I used the portal so I now use technical support.

• We havent opened up to the public yet or seen the public side

• Although you receive an email stating what percent the issue has been resolved, there is no feedback regarding the solution, etc. In addition, they may assign a percentage right away but it could stay like that until the user takes the time to follow up on it. At the moment, I'm unable to create any new tickets because I do not have a login. It seems as though they changed the customer portal and did not contact existing users about how to login. I emailed James but have not heard back yet.

• Our IT department now uses the portal. If I have an issue, I have to let IT know instead of using the portal. When I did use the portal, I was "somewhat satisfied" at the outcome, but very satisfied with someone at least contacting me.

• dissatisfied

• Need to do tweaking here as well to design the application to include everything that is needed to review and determine if the app should be accepted. The current front end is over simplified for our needs.

6. Please list ticket numbers of any high, "must-have" priority outstanding issues on the portal (resolved or unresolved) in order of importance. (2014)

• #40 - PermitType Report including inactivated permits as issued; ONGOING issue - State Education Fee (what criteria is it pulling from - rec'd? Issued? includes inactive? Pending?)

• Do not use.

• Public Notices, Abutters List, Conservation should be Wetlands, inability to link regulations, inability to have proper permits print out with usable information. Inability to pair proper permits.

• I will get with IT for specific ticket numbers before our meeting this week.• too many to list

• Our IT manager will have to supply that. I don't keep track.

7. In what ways has the VP system been a benefit to your community? (2014)

• Online permit center helpful• It is a quick system for entering permits which is great. Over all

I am pleased with View Permit for the use of Permits.• it hasnt been• With ViewInspect, the inspectors have a lot more information

available in the field.• reduces paper; having information on the computer helps to find

information quicker and without physically going into the file room (leads to better, more professional customer service)

• has not been• It has provided a first step in providing electronic options to

residents and it has streamlined internal review of applications• Helps track permit approvals. Online permitting for customers is

a plus.

8. In what ways could VP’s product or service be improved?(2014)

• Need more resources on Help Desk to respond AND resolve issues in a timely manner• The reporting could be improved.• VP is extremely slow. We have fiber optic in our building, so I feel the problem is on your end. It

is painful to enter inspections.• It needs to be updated with the ability to properly perform the tasks that you are told it can do

when they sell it to you.

• I know that James is the frontline customer service person but he also does all the reporting, I think it would benefit everyone to have a dedicated customer support person that could reply and follow up in a timely manner. James is very good to work with and they have come a long way but there is still room for improvement.

• system needs work - reporting, issues with comments and day-to-day functions/mishaps• improve service• Reporting, reporting, reporting. Also would be good if City could add names of new streets and

other basic permit field changes.

• ViewInspect needs to hold and save all inspection report info. Their support is not responsive to problems or complaints. Costs too much for the service they provide.

• Respond to requests for changes• Notify users of changes that are implemented prior to updates being released

Satisfaction Survey

15 Respondents in 2012 12 respondents in 2014

1. Rate the quality of ViewPermit software in terms of:

Answer Options

Fails to

meet expectations

Below expectations

Meets expectations

Above expectations

Exceeds

expectations

N/A

Overall 6 12 7 0 0 0

Work flow 4 12 7 0 1 0

Time savings 6 10 6 3 0 0

Ease of use 4 13 5 3 0 0

Reporting 9 10 3 0 0 3

Administration 7 9 6 0 0 2

3. Rate the quality of ViewNspect in terms of:

Answer Options

Fails to meet

expectations

Below expectations

Meets expectations

Above expectations

Exceeds

expectations

Overall 4 0 1 0 0Work flow 4 1 0 0 0Time savings 3 2 0 0 0Ease of use 4 0 1 0 0Reporting 2 1 1 0 0Administration 2 1 1 0 0

4. How do you rate ViewPoint's Support?

Answer Options

Fails to meet

expectations

Below expectations

Meets expectations

Above expectations

Exceeds

expectations

N/A

Overall 5 16 0 2 0 2Response times 6 15 0 2 0 2Quality of responses 7 12 3 1 0 2New customer support portal

1 8 1 0 0 14

Summary

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Quality

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-1.40

-1.20

-1.00

-0.80

-0.60

-0.40

-0.20

0.00

Satisfaction Survey Summary (0 = Meet Expectations)

5. What three things do you like best about ViewPoint products?

• online application process• Entering a permit is quick.

Reports can export to Excel easily.It is easy to use.

• Integration with multiple departments; tracking permit review; tracking inspections.• Streamlined work flow

Back office functions flowAbility to generate some custom reporting

• Seeing all permits issued for each address.• Given the amount of issues / limitations experienced / discovered so far I do not have anything favorable

to say about View Permit. Ellington is still in the implementation stage after more than over a year from signing a contract and more negative issues are discovered each day.

• Nothing• 1.The ability to have documents imported directly into the permit by the On-Line applicant

2. Tax & Contractor license verification (when it works)3. N/A

5. What three things do you like best about ViewPoint products? - continued

• 1) Definite improvement on what we had prior for inputting, sorting and retrieving data2) Online center - generally time-saving (for less complicated permits and express permits) and most contractors really like it (when licensing expiration dates are accurate and in sync w/ DCP)3) Wizard component for setting up new permit types, etc. - much easier than when we first started using software

• good concept• I like each reviewing department can enter their own reviews/comments.• At this point I am hard pressed to list any good points to this product. It does not function in the capacity

that we were told it would when we purchased the product. It is essentially useless for Board and Commission purposes.

• 1. Being able to link more than one parcel to a permit• GIS access;

interdepartmental sign-offs tracking; Permit for classification of work beyond permit type.

• Like the automation of the processthe overall look of the softwarereporting can do more with it but much better tan old paper process

Usage

Q1 Comparisons

Issues Resolution and Process

ViewPoint Update