City Profile: Durham, NC
Cutting Red Tape
“Data and analysis will help us track how the Development Services Center is running and identify areas for improvement.”
As every home or small business owner knows, obtaining building permits can be time-consuming and frustrating. To counter this challenge, the City of Durham opened a new Development Services Center (DSC) in April 2017, bringing together over 20 city and county departments, state agencies, and advisory boards in a one-stop shop on the ground floor of City Hall. Residents can meet with customer service specialists and obtain information on the processes, time, and cost involved in getting a project plan approved. In addition to the in-person services, the City launched a DSC website to answer common questions.
To set DSC up for long-term success, the City sought input from residents as well as from nearby Charlotte and Raleigh, two fellow What Works cities with similar centers. Partnering with What Works Cities, Durham developed goals for DSC and set up mechanisms to measure progress. “Data and analysis will help us track how the Center is running and identify areas for improvement,” says Patrick Young, Director of Durham City-County Planning Department/DSC Manager. All entities now housed in the Center will meet quarterly to hold each other accountable for driving success. As Durham welcomes unprecedented growth, the DSC is a testament to the City’s efforts to provide a higher level of customer service for residents and to foster a more business-friendly community
The above profile is an excerpt from “What Works Cities: How Local Governments Are Changing Lives,” a new report showcasing accomplishments from cities participating in the What Works Cities initiative over the past two years. Read more profiles and city success stories here.
