A US consulting firm is surveying users of the Planning Department to assess its level of service.

The respondents, who include architects, engineers and surveyors, are even asked to name any employees whom they find 'difficult to work with and negatively impact the overall department'.

Other questions seek to highlight problems within the department, such as understaffing, inconsistent advice, too much reliance on consultees, legislative restrictions and even an 'outdated' Bermuda Plan. At the end of the survey, the respondent is also asked whether he or she is 'willing to participate in a panel to recommend improvements to the overall Planning process?'

Atlanta-based Ambling International Consulting has circulated the questionnaire to interested parties across the Island.

The email survey is introduced by Gary Davila, Ambling International Consulting Vice President of Development, who says: "We have been retained by the Ministry of Environment and Sports to find ways to improve the level of service of the Department of Planning. Part of our analysis includes gathering feedback from the end user of their services. Please take a moment to complete a brief survey. Your response is greatly appreciated and will be completely anonymous."

The Planning Department has come under increasing fire for delays in processing applications — in part due to being short-staffed in terms of qualified senior planners.

According to sources, initial Planning applications are taking 12 to 16 weeks to be processed, with building control submissions taking another ten to 12 weeks. If the Department had sufficient staffing, sources say the entire process would take just eight to ten weeks.

In this year's Budget, it was announced that $216,000 was to be allocated towards consultation fees for a review of Planning procedures and legislation. Minister of the Environment El James said in February: "We are committed to providing the Department of Planning with the resources they need in order to provide the public with the level of service that they deserve."

The legislation to be reviewed includes: the Development and Planning Act 1974; Development and Planning (Use Classes) Order 1975; Development and Planning (Tribunal Procedure) Rules 1992; Development and Planning (Application Procedure) Rules 1997; Development and Planning Amendment Act 1998; Development and Planning (General Development) Order 1999; the Building Authority Act 1962; Building Act 1998; the Advertisements Regulation Act 1911; and supporting amendments or legislation.

In the Bermuda Ombudsman's 'Second Annual Report 2007', Arlene Brock said: "Our First Annual Report noted: 'There were more complaints about this Department (Planning) than any other. Staffing has not grown in proportion to the volume and complexity of its work, particularly for enforcement. The Ministry is working on this challenge.'

"This problem remained true also during our second year."

She continued: "However, some of the challenges that we experienced with the Department cannot be attributed to staffing shortages alone. We could well understand public complaints that their telephone calls, letters, even communication from lawyers went unanswered, as we also often chased the Department for responses to our own inquiries."

Ms Brock added: "I was more concerned about what seemed to be a consistent reluctance on the part of the Department to seek reasonable resolutions that serve the public. Rather, the default reaction to our inquiries was to deny mistakes, justify or, in one instance, unfairly blame junior staff."

Among the questions asked in the Ambling International Consulting 'Development Control Customer Satisfaction Survey' are:

'How willing is the staff to help you when answering your questions?'

'How quickly does the staff answer your questions or inquiries?'

'Does the staff do a good job of keeping you informed of the status of your application?'

'How competent and qualified do you think the department planners are?'

'How well is the department staffed?'

'Are there any specific staff members whom you find difficult to work with and negatively impact the overall department?' If the respondent answers 'yes' they are then encouraged to name the employee.

'How consistent are planners/consultees in the application and interpretation of the plan?'

'Do you feel as if the planners rely too heavily on the opinions of the consultees instead of interpreting the application of the Bermuda Plan for themselves?'

'What are the most significant problems with the current Planning process?' These 'problems' include the option of: 'The Bermuda Plan is outdated and doesn't accommodate the current and future needs of the island'.

'What are the most critical issues with the Planning department?' The options include: 'Applications taking too long because they just don't care to work hard', and 'Legislative restrictions that hinder the performance of the planners'.

'Would you be willing to participate in a panel to recommend improvements to the overall Planning process?'

Mr. Davila was unavailable for comment yesterday. A Government spokesman did not return requests for comment.