Burke County welcomes modernization to attract, handle more development

Burke County officials say new permitting and inspection software is a key to welcoming growth and development while also alleviating some of the current tedious tasks of county employees. The planned upgrade is also part of the county’s response to requests from contractors and others who work with the development office.

The No. 1 goal of the new software, according to Alan Glines, is improving customer relations. Glines is the deputy county manager and director of the community development department. He hopes the process will not only speed up processes for seasoned developers but also ease the load on first-time builders.

For first-time builders or developers, the new software will outline key steps in the process, such as when the next inspection is due, Glines said.

“A lot of people like to try to build their own home, but it could be a daunting task if you’re not really used to construction,” Glines said.

The request for proposal lists the following requirements for the new system:

• The public should be able to easily navigate the online permit application process and applications, payments, and public information will all be accessed in the portal.
• The ability to schedule and check the status of inspections
• The ability to provide electronic notifications at key points in the application process, such as submittal, payment, scheduled appointments, and results of inspections
• Resident complaint tracking for code enforcement
• Provide an electronic plan submittal and review markups
• Connect with the county’s GIS system
• Ability to work offline when in areas with no service
• Have interfaces with North Carolina state licensing systems and current state building code
• Online payment system
• Integrates with the county’s financial software
• Have an interface with State of North Carolina Systems for food and lodging

The current system, Munis, was implemented in 2014, and while all recorded information is accurate, the process is hands-on and time-consuming. Currently, the department’s 12 employees must retype large amounts of digital information. With a new system, staff will be able to streamline their work and, in turn, provide faster project turnarounds for their customers.

The software would guide the customer through the process, while staff would review submissions on their end to ensure no information is missing.

“We want a program that will communicate with the customer so it’s kind of easy to understand and timely for them to get the feedback that they need,” Glines said.

The software would also offer an option to pay online, while still allowing those who prefer, to make in-person payments.

The big deal for customers, Glines said, will be their ability to check the schedule and status of inspections. They will no longer wonder when the inspector is arriving.

“Really, it’s better communication with whoever’s doing the construction and inspection work,” Glines said, “and there’s more feedback with members of the public and contractors so that the whole process is a little bit of a better flow altogether.”

Not only is the project aimed to improve customer relations and reduce manual processes for staff but also reduce paper and paper-oriented processes; enhance integration between applications and other systems; improving the ability of residents and customers to interact and do business; and taking advantage of newer technology, are all reasons the county is working to get a new software system.

Glines said the department has been having a good year so far, compared to a slower year in 2024. Zoning permits are up and there’s an average of about 25 new home permits a month.

“We want to welcome development here. We don’t want the permit process to be frustrating. We want them to come here and develop in our community, so I think this is going to help fix that issue,” Glines said.

In talking with surrounding counties such as Catawba, Caldwell and McDowell, he said many are looking at how their software systems are keeping up with the needs of their customers.

“What it is, is you get contractors who say, ‘Well I work in Catawba County; I like their system better,’ or ‘I work in McDowell County; I like their system better. Why can’t y’all do this?’”

Glines’ response: “Well, we’d love to. Let’s figure this out.”

The other major permitter in the county — the City of Morganton — has no immediate plans to upgrade its software.

“The city’s current software system, iWorQ, works for the city’s needs,” said Wendy Smith, Morganton’s director of development and design. “We do not have the concerns that the county says that they are having. New permitting systems are a substantial cost that the city is not looking to incur at this point with a working system.”

The county’s RFP includes the purchase, installation, integration, training, project management, and implementation of the system. According to Glines, the county hopes that a solution will be completed within six to eight months of the contract date.

The deadline to submit proposals is 2 p.m. July 28, after which county staff will review the bids. Glines expects to recommend a software provider to the board of commissioners for approval during its Aug. 18 regular meeting.