In order to be a model of Good Governance, New Hanover County is committed to delivering quality service at the right time and providing better, faster, customer-driven practices throughout the organization. From processing contracts with vendors, onboarding new employees, and improving the customer experience in the building and permitting process, we are continuously focused on our customer’s experience.
Development Services provides building and permitting services to our community. In February of 2019, we will launch new software aimed at improving the customer experience by reducing the amount of processing time. A rapid process improvement event for new commercial development has taken place and staff are currently being trained on how to implement these practices alongside the new software implementation.
In 2017, New Hanover County Fire Rescue identified challenges with emergency incident travel times in portions of the county. From August through December 2017, the department initiated a rapid response pilot program with a focus on collecting accurate and consistent data to evaluate the effectiveness of the program.
To reduce the amount of time needed for emergency responders to arrive at the scene of incidents, a quick response vehicle was stationed at strategic locations within the identified district from 7 a.m. to 7 p.m. daily. The unit did not have a specific home base in the pilot district and responded to all incidents within the designated area while in service.
After 19 weeks of the pilot program, the data proved that placing a Fire Rescue unit in the pilot area saved an average of three minutes of travel time per incident, providing faster services to New Hanover County citizens.
In March 2017, a focus group including more than 20 county employees from 9 departments worked together to review and improve the onboarding process for new hires. New employees were included in the process to provide feedback about their onboarding experience. The focus group developed an improved onboarding process which: