Few D.C. government agencies absorb as much criticism as the Department of Consumer and Regulatory Affairs. For its poor customer service, backlog of work, antiquated filing systems and history of corruption, the permitting and licensing agency is roundly criticized by the public, from the casual homeowner to the massive developer.
“The reform of DCRA is going to be tied to the legacy of this administration as much as anything,” Mayor Adrian Fenty said Monday.
And with that, Fenty helped ceremonially open DCRA’s new permitting center at 941 North Capitol St. NE., on the second floor.
“The center embodies new processes and better design to move customers smoothly and efficiently through the system,” DCRA interim Director Linda Argo said.
Whether you’re building a deck or a 10-story high-rise, the permit center is a required stop for thousands of people annually.
Previously, customers often stood in long lines waiting their turn, only to be shuffled off to another line.
The new center has a circular design, allowing easy movement from one station to the next. Every D.C. agency tied to the permitting process is represented in the room, as are plan-review coordinators and engineers. And there’s no standing. There are chairs from the waiting area to the work stations.
“We now look like we want to process permits, and I think that is a large part of the battle,” Fenty said.
The new center opened to the public last week.
Thanks to the new setup, permits for simpler applications are now obtained in a day rather than weeks, a “great improvement,” said Tanya Hill, a permit expediter with PermitXPerts. But for the more complicated requests, those that are sent off to the “file room” to be reviewed by other D.C. agencies, the wait remains interminable, Hill said.
Argo pledged similar overhauls for other DCRA services, including licensing, zoning and inspections.
“Many of these need to be enhanced,” she said, “and in some cases overhauled.”
