Department of Permitting Services Asks Customers to Take Survey and Rate Its Service

Montgomery County’s Department of Permitting Services (DPS) has launched a new Customer Satisfaction Survey targeted to approximately 2,400 customers who have requested permits from the department during the first six months of the year, Jan.-June of 2022.

The survey was emailed to the customers in early October. In addition, the survey is posted on the DPS website, in English and Spanish, so customers who interacted with the department, but did not directly receive a survey, can also respond.

The seven-question survey seeks information regarding the overall quality of the services received, how quickly requests and applications were processed and asks for comments on whether customers were satisfied with the services they received or how they suggest DPS could improve.

The survey includes the following:

• Overall, how would you rate the service provided by DPS?
• What was your primary reason (licenses, commercial permit, trade permit, land use permit, residential permit, zoning permit, service request, other) for contacting DPS?
• Which of the following (contractor, developer, homeowner, licensed design professional, permit expediter, realtor, other) best describes you?
• How was your request or application processed (online, in person, via telephone)?
• Provide the zip code for the area associated with the service you received from DPS.
• Rate the following aspects (website, online services, timeliness, staff courtesy, staff knowledge, inspection services) of the service your received from DPS?
• Share any comments or suggestions.

“We are committed to providing excellent service every day,” said DPS Director Mitra Pedoeem. “The purpose of this survey is to find out from our recent customers how we are doing this year when it comes to providing our services online, in-person and on the telephone. Understanding our customers’ recent experiences at DPS is key to evaluating our department’s performance and for making improvements to get even better.”

The new survey also will be included in the department’s monthly newsletter, Constructive Comments, and will be shared on the County’s social media platforms.

“We encourage customers to return the survey at their earliest convenience,” said Director Pedoeem. “Customer feedback is key.”

DPS has made several significant changes, including reorganizing the department to include a Customer Support and Outreach Division with a focus on customer service. Other improvements include cross training employees for greater efficiency, creating internal dashboards to monitor and manage performance and enhancing online services for convenience so that customers do not have to visit the office in person. 

For more information about DPS, visit the DPS website or call MC 311 at 240-777-0311.