In October 1996, staff implemented the Permit Enhancement Pilot Program (PEPP). Staff committed to report back to the Board on the effectiveness of the PEPP. Review of the six-month pilot program ended March 31, 1997. Major PEPP elements are discussed with a recommendation for further improvements.
Committee:
Stationary Source, May 23,1996, Recommended for Approval
Recommended Action:
Receive and file this report and direct the Executive Officer to continue the program through the end of calendar year 1997 to allow the evaluation of expanded walk-up permitting and computer software upgrades.
James M. Lents, Ph.D.
Executive Officer
Background
In October 1996, staff implemented various program changes to enhance permit application processing and better serve customer needs. The Permit Enhancement Pilot Program (PEPP) had four goals: (1) reduce applicant filing errors, (2) provide over-the-counter permitting services in AQMD’s main lobby, (3) increase information understanding, and (4) evaluate program effectiveness. PEPP evaluation findings are described below.
REDUCE FILING ERRORS.
Simplified instructions Instructions accompanying permit application forms were simplified to ensure complete permit application submittals at the time of filing. Application checklists and equivalence tables linking forms to rules, fees, and BCAT/CCAT numbers were developed to assist the applicant and expedite processing. The number of permit applications containing errors have been significantly reduced by more than 50%, due primarily to the improved applications, worksheets and checklists provided to the applicants.
Helped applicants with application filing Technical assistance with the filing of permit applications is available to applicants in the lobby Permit Services Center. Advice on calculation of fees, rule applicability and AQMD requirements is also provided.
Provided prompt feedback All applicants receive letters notifying them of the acceptance or rejection of their permit applications. Acceptance letters furnish the estimated date of permit issuance, the assigned processing team and their direct telephone number. Rejection letters are sent only after three attempts to contact the applicant have been made by staff to obtain the missing or updated information. Rejection letters clearly identify information that is either missing or incorrect and advise applicants about procedures to submit complete permit application forms.
PROVIDE OVER-THE-COUNTER (OTC) SERVICE
Expanded over-the-counter (OTC) services The Permit Services Center located in AQMD’s main lobby provides one-stop permitting service for walk-in applicants. Specific services include filing and technical assistance for permit applications, CEMS certifications, AQMD Rules and Regulations, source tests, plan submittals and walk-up help with individual problems.
Provided OTC filing for 7/30/180-day permits AQMD staff work one-on-one with walk-in applicants to ensure that 7/30/180-day permit applications are complete and fees are correct when filed at the Permit Services Center, thereby expediting processing. The success of OTC filing of permit applications has been limited. Of the approximate 5,000 permit applications received, less than 10% (450) were filed at the Permit Services Center.
Issued OTC permits Streamlined permitting operations have enabled applicants to receive OTC permits for specified equipment types in as little as one hour. New permits for certified/registered equipment will fully automate the filing of these application types. OTC permitting has realized only modest success. During the PEPP only 69 permits were issued at the Permit Services Center.
INCREASE INFORMATION
Provided Internet service Electronic access to the AQMD’s Internet Homepage (http://www.aqmd.gov) allows applicants to view and download permit application forms and instructions. Further, the Web-Actuated Request for Permit (WARP) was activated allowing applicants to file permit applications over the Internet. While public use of the AQMD’s homepage to access forms has been high, no permit applications have been filed using WARP. This may be due, in part, to the limited equipment types available for WARP permitting requests.
Increased public outreach Staff developed and distributed various news releases and permit services updates designed to improve applicant awareness of the PEPP. Public outreach efforts included articles in various AQMD publications, Internet, AQMD’s homepage, public consultation meetings, contact with facilities that manufacture equipment eligible for registration and applicant contracts made through Small Business Assistance and Stationary Source Compliance.
DETERMINE PROGRAM EFFECTIVENESS
Solicited ongoing customer feedback A public consultation meeting was held in August 1996, before the program began, to gain additional insight into issues. A second public meeting was held in February 1997 to provide a forum for customer feedback on PEPP. Attendees at this meeting were supportive of PEPP and its positive effect on the permitting process. In addition, a telephone survey is currently being conducted to solicit suggestions for the program.
Conclusion
Continuation of PEPP through the end of calendar year 1997 will provide sufficient time to fully assess both previously implemented and new changes to the program. During the next few months, the following services will be enhanced:
Expand OTC permitting capabilities to include additional equipment and application types.
Streamline and simplify application forms and instructions even more enabling applicants to complete applications more quickly and with even fewer errors.
Establish customer-accessible computers in the lobby for permit and application information as well as direct permit application data entry.
Expand the WARP to include a greater variety of equipment types eligible for Internet application filing.
Conduct an additional public consultation meeting in the fall to obtain further customer feedback.
In January 1998, staff will report back to the Board on the effectiveness of PEPP and provide recommendations on the program.
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This page updated:
September 16, 2004
URL: http://www.aqmd.gov/hb/1997/970635a.html
