On Oct. 14, the New York City Department of Buildings (DOB) launched an online Service Levels Tracker, a new tool which allows New Yorkers to see average wait times for DOB services while also, according to DOB, demonstrating the agency’s commitment to both expediency and efficiency.

While this information has been available to the public in different forms over the years, the new tracker puts it all in one location, with a clear explanation of the different DOB metrics. Too often, homeowners and the public do not have the tools necessary to understand where DOB fits into the larger timeline of their projects. The agency says this service level tracker makes that transparent to the public.

Melanie E. La Rocca is the DOB Commissioner and said that the public needed clarity from DOB about how their inspections and approvals impact upon project timelines. “Everyone living in our city should understand their construction timelines so they can plan smartly and safely,” she said.

The Service Levels Tracker allows the public to view a variety of metrics, helping them understand expected timelines for projects both citywide and by borough. The agency says that by committing to transparency, DOB aims to help every New Yorker gain a complete understanding of the department’s timelines, allowing both homeowners and construction professionals to be on even footing as they work together. DOB says that all metrics used in the Service Levels Tracker are quarterly running averages, updated monthly.

The performance metrics calculate average timelines for: Plan Submission Reviews, Inspection Requests, Appointments to Plan Approval, General Customer Service and Construction Safety Compliance.

As of October 2020, the DOB’s new Service Levels Tracker reports on the following metrics

• Plan Submission Reviews

Typically the first step to receive a work permit by industry professionals in NYC is submitting plans for approval. This metric measures the average time between an application being filed with DOB, and the application being marked as either approved or disapproved.

• • Current Service Levels: New Building (4.9 days); Major Alterations (6.2 days); Minor Alterations (2.7 days); Demolition Permit Applications (1.6 days); and the agency’s self-service online portal, DOB NOW (0.6 days)

• Inspection Requests

In many cases, a completed construction project needs to be inspected by the department. This metric shows the average number of business days from when a DOB inspection is requested to when that inspection occurs.

• • Current Service Levels: Construction (1.3 days); Boilers (2.1 days); Cranes and Derricks (1.7 days); Electrical (8.7 days);  Elevator (3.4 days); and Plumbing (3.9 days)

• Appointments to Plan Approval

Applications for complex construction projects sometimes require several appointments with DOB before it fully complies with NYC Code and Zoning. This metric shows the average number of appointments it takes for Licensed Design Professionals (Registered Architects or Professional Engineers) to receive an approval for a project application.

• • Current Service Levels: 1.0 appointment per approval

• General Customer Service

The department has a dedicated customer service team, which answers questions and helps New Yorkers navigate agency processes. This metric shows the average wait time to speak with a DOB customer service representative or receive a response to an inquiry submitted online.

• • Current Service Levels: Calls (2.3 minutes); Email Inquiries (2.6 days)

• Construction Safety Compliance and Enforcement

The department conducts safety plan reviews and field visits at active construction projects across the city to enforce work site safety regulations. This metric shows the average number of business days from when a request for re-inspection to rescind a DOB Stop Work Order is filed to when that inspection occurs; the average number of business days from filing date of demolition and site safety plans to first status of approved, incomplete, or disapproved.

• • Current Service Levels: Stop Work Orders (2.3 days); Demolition Plans (1.8 days); Site Safety Plans (1.8 days)

In 2016, DOB customers could expect to wait over a week for new building and major alteration plan reviews, and almost five days for most inspection requests. The agency says the current metrics on the new Service Levels Tracker demonstrate the department’s commitment to increased efficiency and enhanced customer service.

As the city continues its economic recovery from the devastating impact of the COVID-19 pandemic, DOB says it is dedicated to supporting safe development citywide. The Service Levels Tracker is the latest in a series of interactive dashboards, reports, and data tools released by DOB to increase transparency, by giving the public access to clear information about the development process and the city’s built environment.

Bronx City Councilwoman Vanessa L. Gibson gave her reaction to the new tool. “The Department of Building’s online Service Levels Tracker is a step forward towards efficiency and expediency. New Yorkers will now have a clear and concise timeline for the completion of projects to avoid potential issues and disruptions that might arise,” she said. “I want to commend the Department of Buildings for their work in creating this tracker and for increasing transparency and accountability during these difficult times.”