City of Worcester -- permitting process.

The City of Worcester recognized that its permitting process was lacking, but had not identified the problem areas. The goal of this project was to research where the process was lacking through the use of flexible interviews. The resulting project provides recommendations for improvement. Final recommendations include a comprehensive book containing all permits the City\u27s five operational departments maintain, a flowchart template to be used for commonly issued permits, and guidelines for a customer service oriented training program