City of Novato Delivers Customer-driven Improvements to Permit Services

The City of Novato completed a two-year transformation of its permit services, delivering faster approvals, expanded customer support and new online tools designed to make the permitting process easier, more transparent and more accessible for everyone. Initiated through an organizational assessment and guided by customer feedback, the initiative focused on reducing permit wait times, increasing accessibility and removing uncertainty.

"These improvements are all about elevating our services to meet the modern needs of our community," said Community Development Director Clare Hartman. "Whether someone is applying for a home improvement permit, opening a business, or simply looking for information, we've made the process easier to navigate and more accessible. We've listened to our customers and invested in new systems that save time, improve access and create a better experience for everyone."

Key improvements include:

• 24/7 Online Permit Services - New online platform, Novato Permits, provides customers convenient access to permit services anytime and from anywhere. Users can apply for permits, submit documents, track application status and communicate with City staff.
• Faster Permitting Process - To help projects move forward more quickly, the City offers Same Day Express Permits and introduced 5-Day Quick Permits for common home improvement projects. Qualifying applications receive prompt action, helping customers start projects sooner. This new program reduces permit turnaround by two to three weeks and as a result the City has been able to increase approval of minor permits by ninefold - from approximately 10 permits per month before June 2025 to as many as 90 permits per month today.
• All-Agency Advice Center - Permit Connections provides in-person guidance before applications are submitted, no appointment needed. Held on the first and third Thursday of each month, the program brings together City staff along with representatives from Novato Fire, North Marin Water and Novato Sanitary to help customers understand permit requirements early and avoid delays later.
• Expanded Customer Support and Accessibility - Filling 14 vacant positions, including planners, building inspectors, and permit technicians in a department of 25; enhanced technology; expanded bilingual support to a total of five Spanish-speaking staff members; and created new online resources and instructional videos. These improvements help customers get information and support at every step of the process.

"A smooth and predictable permitting process is critical for businesses looking to invest and grow in Novato," said Christina Mendes, CEO of the Novato Chamber of Commerce. "I have been so encouraged by the strides Clare and her team have put into place for our business community. These improvements help create a more business-friendly environment for our community."

Throughout this initiative, City staff regularly surveyed customers to better understand their experience and identify opportunities for improvement. More than 90 percent of respondents rated their experience as excellent, reflecting the positive impact of the City's investments in these enhancements.

While the modernization effort marks a significant milestone, the City's work is ongoing. Community Development staff gather real-time feedback from customers and use those insights to drive continuous improvements, ensuring permit services remain accessible, efficient and responsive to the needs of residents, businesses and contractors.

Learn more: novato.gov/permits