English translation
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Constructing a house can be complicated. If you plan to alter or construct a building in Reykjavík, you typically need to apply for a building permit, which until December 2022 was entirely paper-based.
A building permit application is one of the most complex services provided by the City. It involves countless different registrations and approval forms, as well as contributions from various designers, architects, tradespeople, and City staff.
All applications go through weekly Permit Review Meetings, with almost 3,000 cases considered in 2022. All these cases come with a mountain of paperwork and supporting documents that applicants had to print out, have numerous people sign, approve, stamp, and then submit to Reykjavík City Service Center.
The need for an online process was thus significant. Moreover, the main service users and city residents had long called for improvements to the application process and clearer information. Thus, the main goals of the project were:
Online building permit applications were the first major digital transformation project at the City's Department of Environment & Planning.
The project was based on user-centered design, focusing on rethinking the service and designing it from the perspective of both those who use and provide the service.
In this case, these were city residents, construction industry professionals, and the staff of the Building Commissioner and Reykjavík City Service Center.
Service users wanted to submit applications online, thereby saving time spent on printing, driving between locations, and submitting paper documents at Reykjavík City Service Center. Electronic communication and swift changes were top of mind for users.
City staff wanted to reduce manual labor in receiving and processing applications and accompanying documents, improve oversight and access to information, and enable as much as possible to be automatically retrievable in an online process.
Visits to the Service Center reduced by 155% year over year. We were able to reorganize the Service Center and use staff time for tasks other than printing and handling paper.
To gauge applicants' satisfaction with the new arrangement, a survey was sent to all who had applied, totaling 83 individuals, of which 36 (43.4%) responded. Of those, 85% said they were very satisfied or somewhat satisfied with the change from paper to an online environment.
Applicants believe that the cost of building permit applications has decreased for them, with 65% of applicants stating that costs have decreased significantly or somewhat. Additionally, more believed the new arrangement saved time, with 36% spending less time on online applications compared to 24% who felt they spent more time. It is hoped that increased applicant experience and City updates to the new interface will further reduce the time spent on the application.