Budget Year / Version:

Program Description

  Customer Support & Outreach

The Customer Support and Outreach Division is responsible for all administration and issuance of building, land development, and zoning-related permits, applications and licenses, information requests, pre-design consultations, and other specialty services. This Division was formed to provide a multi-prong approach to enhance the methods in which our services are delivered and to provide enhanced communication for our clients. This heightened focus on service will include empowerment of staff to act as facilitators rather than regulators.

Program Contacts

Contact Barbara Suter of the Department of Permitting Services at 240.777.6244 or Katherine Bryant-Higgins of the Office of Management and Budget at 240.777.2764 for more information regarding this department's operating budget.


Program Performance Measures

Program Performance MeasuresActual FY21Actual FY22Estimated FY23Target FY24Target FY25
Number of applications processed (at intake) by permit technicians 161,29351,12451,50051,80052,000
Percent of screenings completed (plans ready for review) within 2 business days60.0%73.0%75.0%78.0%80.0%
Percent of customers satisfied with DPS Customer Service Division94.5%97.0%97.0%98.0%98.0%
1  Starting in FY22, the data parameters have been corrected to include only permits processed by permit technicians (as opposed to all). That explains the decrease in FY22 compared to previous years.

Program Budget Changes

FY24 Approved ChangesExpendituresFTEs
FY23 Approved470898343.90
Multi-program adjustments, including negotiated compensation changes, employee benefit changes, changes due to staff turnover, reorganizations, and other budget changes affecting multiple programs.2415440.00
FY24 Approved495052743.90