Challenges

Just a few months into the COVID-19 pandemic, Geoff Simmons was appointed Chief Building Official of the City of Pleasant Hill, California. At this time, City Hall was not open to the public and this made it difficult to serve the community in the same capacity the city had before. Geoff felt the need for a way to provide resources to residents remotely in a way that was intuitive and consistent. Additionally, there was a need to reduce the amount of precious staff time spent on inquiries (through phone calls and emails) regarding building projects.

Implementation & Improvements 

Geoff had already seen what the Clariti Guide had done in other cities, helping to automate difficult customer service tasks that used to be handled manually. He described the time as being “perfect” in prioritizing a partnership with Clariti as one of the first steps in enhancing online services to residents.

Geoff identified Clariti’s Guide as a way to replace a phone call (or visit to City Hall), allowing the community to get answers to questions regarding any building project, all from the comfort of their home. By removing the need for a front counter visit, the city could now provide quality information and guidance to residents 24/7. Implementing the Clariti Guide made the development process more accessible while increasing transparency and improving customer service.

The City's Guide Leads to ICC Recognition

After receiving both praise and support from Pleasant Hill’s City Council, City Manager and residents, Geoff was inspired to submit his departments’ work for ICC recognition. Each year, the International Code Council (ICC) recognizes individuals and organizations for their exemplary work and service to their communities, the building safety industry, and the Code Council. The Innovation in Code Administration Award recognizes fire and building departments for new and innovative approaches to delivering code administration services as part of their overall approach to community risk reduction.

Geoff Simmons and the City of Pleasant Hill were recipients of the 2022 ICC Innovation in Code Administration Award.