Austin Development Services Department Launches Service First Initiative

As part of its commitment to provide better access to development-related services, the Development Services Department has launched a Service First Initiative that offers new customer service enhancements.

The department now offers a web based tool, powered by Qless, that allows customers to schedule for permitting services from home, office or mobile device.  Once service is scheduled, the customer receives text alerts of their estimated service time, and they have the flexibility to remotely adjust their arrival time in the event they encounter delays.

Customers who elect not to use the web tool will still have the option of visiting One Texas Center and signing in using a service kiosk that has been installed in the new “Service Center.”  The Service Center has been remodeled to provide an expanded seating area, an informational digital wall, and a charging station for electronic devices.

As part of the Service First model, additional kiosks will be installed in each business unit to allow customers to schedule their service from any location within the building. Once the service is expanded, the online scheduling will also be available via the Qless mobile app.

“We are using technology to redefine and expand customer access to our services” said Rodney Gonzales, Director. “The improvements reflect our commitment to give employees the tools they need to provide the highest level of quality customer service.”

The department recently launched an online permitting system for trade permits (electric, plumbing and mechanical) and is poised to expand those services to other permitting activities.  Online permitting allows for faster response time versus an outdated fax system.  Other scheduled initiatives include the implementation of electronic plan review in the fall of 2016.

These changes are the result of the department’s two-year Action Plan which commits to improving the experience of residents, small businesses, developers and other stakeholders who may need a development permit or planning-related service.

For more information, contact the Development Services Department at 512-978-4000.