Uppsala municipality had for many years seen a need to improve its management of building permits. A series of actions were taken, including employing more clerks to manage an increased number of errands. However, many aspects were still not working well enough, which was clear from the surveys of customer satisfaction that were performed.
The process of applying for a building permit was confusing, complex, and required large administrative efforts from both the clerk and the applicant. A number of clarifications were needed, including regarding what kinds of projects required a building permit and what an application had to contain. Having the possibility to get a cost estimate at an early stage was also important.