For Residents

For Businesses

For Employees

For Residents

Become our customer.

Vision 2020 will provide greater access to digital tools and resources to ensure that all DC residents can find solutions quickly and effortlessly. Residents will have a way to get things done without coming to the agency’s offices in person, or without needing to engage with a DCRA staff person in real-time. That said, customers will always have access to face-to-face support from the team of professionals at DCRA.

For Businesses

Join our transformation.

In addition to introducing on-demand and paperless processes, Vision 2020 aims to streamline a number of procedures such as those designed to eliminate permit, inspection, investigation, and enforcement backlogs. Business owners will be able to track the status of their requests in real time and follow a performance dashboard, which is designed to increase transparency.

For Employees

Let’s grow together.

DCRA is making a significant investment in staff to ensure that every employee is ready to support and implement Vision 2020. To that end, we are creating and training our team on new Standard Operating Procedures (SOPs) to ensure that our customers are receiving top-flight customer service. For issues that cannot be quickly resolved, we have also established an account management team to handle escalated issues.

TIMELInE 

Nov. 2018 to Jan. 2020

BUDGET

ONGOING: Assessed budget pressures, implemented fiscal discipline, and submited budget.

Jan. 2019 to Jan. 2020

REGULATORY REFORM

ONGOING: Established working group to identify outdated regulations on health, safety, and unnecessary barriers to economic development.

Nov. 2018 to Apr. 2019

COMMUNICATIONS

COMPLETE: Facilitated 21+ listening sessions for DCRA staff, external stakeholders, and partners to gather feedback, ideas, and concerns about the agency.

Dec. 2018 to May 2019

ONGOING: Present Vision 2020 to internal and external stakeholders.

Dec. 2018 to Jun. 2019

ONGOING: Kick off 180 days of change campaign to improve agency performance, business climate, and citizen services.

Dec. 2018 to Sep. 2019

ONGOING: Redesign dcra.dc.gov into a modern and user-friendly website.

Nov. 2018 to Jun. 2019

PEOPLE

COMPLETE: Established an account management team to deal with escalated issues and proactively deliver the highest level of customer service possible.

Nov. 2018 to Jul. 2019

COMPLETE: Established a senior management team and project management matrix structure to foster culture change to become a more nimble and innovative organization.

Dec. 2018 to Jun. 2019

ONGOING: Introduce a lower cost alternative to Velocity fast-track permits.

Nov. 2018 to Mar. 2019

PROCESS

COMPLETE: Established baseline to eliminate permit, inspection, investigation, and enforcement backlogs.

Nov. 2018 to Jun. 2019

COMPLETE: Increased transparency by launching dashboard to show services provided above or below target for permits, inspections, licenses, and enforcement.

Nov. 2018 to Jul. 2019

COMPLETE: Launched culture change and organizational development initiatives.

Feb. 2019 to Oct. 2019

ONGOING: Establish a tracking, 5-star rating system for design professionals, general contractors, and home improvement contractors involved on every project.

Feb. 2018 to Jan. 2020

ONGOING: Complete implementation of new standard operating procedures (SOPs) and train and hold staff accountable in all key operations.

Nov. 2018 to Feb. 2019

TECHNOLOGY

COMPLETE: Completed IT modernization assessment.

Nov. 2018 to Mar. 2019

COMPLETE: Launched public alpha version of the dashboard.

Dec. 2018 to Apr. 2019

COMPLETE: Inspections go paperless using tablets and mobile forms.

Dec. 2018 to May 2019

ONGOING: Pilot CRM System is live, allowing customers to track any case with real-time notifications.

Feb. 2019 to Oct. 2019

ONGOING: Partner with an on-demand platform for inspections and reviews.

Track our progress

 

Keep us accountable.

Visit the DCRA Agency Dashboard for a candid look at the agency’s performance on customer interactions, service goals, and regulatory enforcement.

 

See below for a look at the location and frequency of housing code inspections across the District of Columbia. With an ever stronger commitment to transparency, Vision 2020 aims to make more data readily accessible to the public.

ENGAGE WITH @DCRA

 

media

 

Download DCRA’s Vision 2020 Media Kit here.