CASE STUDY: Permits Protect

In 2009, the Oregon State Department of Consumer and Business Services, Building Codes Division (BCD) hired Pac/West to reinvigorate its Permits Protect program—a consumer education campaign to raise awareness of the benefits of adhering to building codes and increase the number of consumers who use building permits.

We started by conducting a telephone survey of city managers, building officials and community development directors. The research found that lack of “consumer awareness” was the main obstacle plaguing most jurisdictions in regard to “selling” building permits and that educating homeowners and small business owners about the permitting process was where the majority of staff time was spent. Therefore, Pac/West and the BCD decided on an aggressive consumer education campaign targeting homeowners and smaller business owners, including an engaging web presence and development of communication tools for local jurisdictions.

The Pac/West team developed a new look and feel for the Permits Protect Program that included a new logo and tagline with key messages that resonate with each of the BCD’s target audiences—Permits Protect: Safe Homes. Secure Investments. Smart Communities. Our team then designed an interactive Permits Protect website, plus marketing materials.

In addition, we also developed a plan to explore distributing information through alternate avenues beyond just BCD and local jurisdictions. For example, working with first time home buyer education programs or small business programs; training for both homeowners and small business owners in jurisdictions that can’t or don’t provide it; providing educational materials at home improvement and remodeling shows; and creating and distributing consumer awareness articles/newsletter items on the permitting process.