DOB Launches Dashboard for Checking Service Wait Times

The DOB launched an online Service Levels Tracker, a new tool that allows New Yorkers to see average wait times for DOB services. While this information has been available to the public in different forms over the years, DOB’s new tracker puts it all in one location, with clear explanations of the different DOB metrics. The dashboard can be found here.

The Service Levels Tracker allows the public to view a variety of metrics, helping them understand expected timelines for projects both citywide and by borough. All metrics used in the Service Levels Tracker are quarterly running averages, updated monthly.

The performance metrics calculate average timelines for: Plan Submission Reviews, Inspection Requests, Appointments to Plan Approval, General Customer Service, and Construction Safety Compliance.

Plan Submission Reviews. Typically the first step to receive a work permit by industry professionals in NYC is submitting plans for approval. This metric measures the average time between an application being filed with DOB, and the application being marked as either approved or disapproved.

Inspection Requests. In many cases, a completed construction project needs to be inspected by the Department. This metric shows the average number of business days from when a DOB inspection is requested to when that inspection occurs.

Appointments to Plan Approval. Applications for complex construction projects sometimes require several appointments with DOB before it fully complies with NYC Code and Zoning. This metric shows the average number of appointments it takes for Licensed Design Professionals (Registered Architects or Professional Engineers) to receive an approval for a project application.

General Customer Service. The Department has a dedicated customer service team, which answers questions and helps New Yorkers navigate agency processes. This metric shows the average wait time to speak with a DOB customer service representative or receive a response to an inquiry submitted online.

Construction Safety Compliance and Enforcement. The Department conducts safety plan reviews and field visits at active construction projects across the city to enforce work site safety regulations. This metric shows the average number of business days from when a request for re-inspection to rescind a DOB Stop Work Order is filed to when that inspection occurs, and the average number of business days from filing date of demolition and site safety plans to first status of approved, incomplete, or disapproved.