The Hidden Cost of "Can I Build Here?" Calls: A Planning Department ROI Model

Evidence note: Buildability does not assume a standard inquiry volume or deflection rate. Both must be measured by the participating jurisdiction.

Establish the baseline

For at least four representative weeks, record inquiry count, channel, question category, handling time, escalation, and whether the inquiry later becomes an application. Do not infer these values from population.

Define safe self-service scope

Start with questions whose answers can be tied to current official GIS and code sources. Route interpretation, discretionary review, conflicting sources, and official determinations to staff.

Measure the pilot

Compare the same categories before and after launch. Report answer usage, staff escalations, correction rate, application completeness, and handling time. Separate seasonal change from product impact.

Publish only observed outcomes

A public case study should name the jurisdiction, measurement window, sample size, supported question scope, calculation, limitations, and approving official. Until those measurements exist, Buildability makes no percentage claim about inquiry reduction.

What a trustworthy system requires

• citations beside every rule;
• source and effective dates;
• staff correction and approval;
• uncertainty and escalation states;
• accessible and multilingual delivery;
• an audit history;
• clear separation between preliminary information and an official decision.

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