Today’s building departments are doing more than just enforcing the Building Code—they’re evolving as service hubs within a rapidly changing municipal landscape. This one-day interactive workshop is designed to help building departments take their already strong service to the next level.

Through the lens of change management, participants will explore how to deliver an elevated customer experience in a regulatory setting, while navigating new pressures like digital transformation, increasing permit volumes, public expectations, and council accountability.

This course is designed specifically for municipal building departments and tailored to the real challenges they face—from rolling out new permit software and supporting paperless workflows, to strengthening internal communication, building trust with the local construction community, and communicating confidently with stakeholders. The session helps departments build consistent and thoughtful service systems that benefit both clients and staff.

More than a customer service course, this workshop offers a framework for advancing department-wide culture, aligning internal support systems, and preparing for the future. Teams will leave with practical strategies to better serve builders, designers, homeowners—and each other.

Elevating Customer Service: Change Management, Culture, and Communication for Building Departments