Effektivisering av bygglovsprocessen : En undersökning bland sökande i Enköpings kommun

Purpose: The purpose of this study was to identify perceived shortcomings in the process of building permits in municipality of Enköping from former customers’ perspective. The study also looked at if the content of the legislation made it difficult for the municipality to improve the process. Based on the identified shortcomings of the process a number of concrete improvement suggestions are presented that the municipality can use in future work to reach more satisfied customers and a more efficient process. Methods: To identify the perceived shortcomings a digital survey was sent to former customers in which they were asked about their experience and what could have made it better. Furthermore, an interview was made with the head of the building permits department to get an additional perspective on how the process works and what shortcomings are already known. The interview also helped to get the opinion of the municipality about the content of the legislation and if it makes their work easier or harder. Results: The results of the survey showed that five main areas were experienced as negative or difficult; the time-limit, the application documentation, the interpretation of the legislation, the fees and the ways to contact the department. The suggested improvements regarded an update of the information on the website, an increased efficiency in the channels of communication and a larger accessibility, structured work on consensus in interpretations of legislation and an increase of the digital services. Conclusions: The way to a more effective building permit process is not simple and many different factors can affect a costumer’s experience. By providing easy accessible and easy understandable information as well as digital services for the customers the time-limit of the process decreases. By creating a common interpretation of legislation between co-workers within the department and good ways for the costumer to communicate with the municipality many misunderstandings and a lot of frustration and potential delays can be avoided