Using Wireless for Code Compliance

League of California Cities - City Managers Department Newsletter

In the last year, Code Compliance Officers in the City of Pomona have discovered that technology helps them work more efficiently as they travel from neighborhood to neighborhood. With a City population of over 160,000 residents, the City’s Code Compliance Division consists of nine Field Inspectors, three Clerks, two Senior Inspectors and one Supervisor, and provides all code compliance services including citizen and council requests, handling about 7,000 cases per year. Alone, this division would not have the resources or staff to manage this large number of cases; yet with Comcate’s Enforcement Manager, the Code Compliance Division can streamline its customer service process and save money.

In the spring of 2003, the city began to look at ways to improve customer service using fewer resources by replacing the antiquated software for request tracking and code enforcement. The city envisioned a resource that would allow staff in the field to have all pertinent information at their fingertips. With the support of the council, Pomona went out to bid.

The software was purchased from a San Francisco firm, Comcate, which works with cities throughout California in delivering customer relationship management technology. In 2004, the City launched Access e-Pomona and Code Enforcement Manager. The city is also using Comcate’s Geographic Information System Module and Wireless Module to make its staff even more productive.

Code Compliance Supervisor John Kimbro found it easy to set up and operate. The software makes word processing easy, and many of the field inspectors work on reports in the field, when they have a few minutes here and there. Code compliance managers conduct evaluations of staff, and now they can easily get an overview of staff activity, case details and automated Community Development Block Grant (CDBG) reporting requirements on their desktops or laptops. Today, the Code Compliance Division is doing less office work and more work in the field to serve the community. "As they follow along with the case, they can add in their notes City Managers Department Newsletter Fall 2006 electronically. We'll be saving more money on paper and copy production than we've put into setting up this program," Kimbro said. Residents can submit requests for service or complaints on the city's website. Using the City's new software, Access e-Pomona, the request is automatically routed to the appropriate employee for prompt follow up. Citizens can track their request online anywhere, anytime.

"With tight budget times, Pomona has demonstrated its innovative and forward thinking leadership by putting in place tools to continue to provide a high level of service to its customers," Dave Richmond, President of Comcate said.

Residents, businesses and visitors have the information they want, and Pomona has the tools it needs to serve the community quickly and efficiently in just one click of the mouse.

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