Whitehorse's efforts to prevent building permit backlog a step forward, but not without frustrations

The City of Whitehorse is facing criticism over recent efforts to forestall another building permit backlog.

The city launched a new online building permit system in the spring, and has also been contracting temporary building inspectors to keep up with demand. Some Whitehorse builders and the Yukon Employees' Union say the measures are flawed.

The e-permitting system is meant to help prevent a repeat of last year's building permit backlog, which brought some housing projects to a halt.

While it marks a major step toward streamlining the permitting process, local builders and inspectors say the rollout has been bumpy, with communication issues and technical bugs causing project delays during the short northern building season. 

John Vogt, owner of Vogt Homes and a founding member of the Home Builders' Caucus, says the system was launched before it was ready.

"It really needed some time and beta testing to get it right," said Voght. "It's been rolled out prematurely."

The e-permitting portal allows builders to submit and track applications online, replacing what was previously a paper-based process. But Vogt says several core functions aren't working as they should.

Vogt points to one glitch where online applications are mistakenly labeled "approved" instead of "approved in process" — which has led some builders to mistakenly start work early, resulting in fines. He also says the notification system has not been working. 

"When we upload documents, the inspector is supposed to get a notification. Or when the inspector leaves a comment, we're supposed to get a notification," he said. "But it doesn't seem like any of that is happening."

Vogt says both builders and inspectors he's spoken to are bearing the brunt of the system's shortcomings.

"It's a really frustrating process," he said.

According to Vogt, members of the Home Builders' Caucus were consulted on the system but never had the chance to beta test it before launch to work out the bugs.

City promises fixes, says performance is improving

Lindsay Schneider, the city's director of development services, acknowledges the growing pains, and says an update scheduled for Aug. 15 will address several problems, particularly the communication issues builders are reporting.

Despite the hiccups, the city says performance metrics are going in the right direction. Over 1,200 permits have been entered into the system, including new applications from 2025 and ongoing permits carried over from previous years.

On it's website, the city says on average, application reviews are completed within eight business days. It also says it meeting its target of booking building inspector visits within three business days of a request. 

The city says they will also continue to support the submission of paper applications, and have computers available for contractors at city hall so staff can show people how to login and become acquainted with the new e-permitting system. 

Contracting out inspections sparks union concerns

To keep up with increasing demand, the city has also brought in temporary building inspectors on contract.  According to the union representing city staff, contracting out inspections violates the union's collective agreement.

"If the city's goal is to adopt a permanent hybrid delivery model, that's no longer an emergency response," said Justin Lemphers, president of the Yukon Employees' Union, which represented city employees at a city council meeting on August 4. 

Schneider acknowledges the use of contractors is a permanent solution, thanks to a change made by city council during the last budget process. 

"It's always going to be a tool in our toolbox going forward for when people get sick or go on vacation," she said.

Lemphers called on council to push for transparency around the cost of paying contractors, compared to full time employees.

"What is the difference between what would normally have been covered by staff and what the overage looks like," said Lemphers. 

Despite the rough roll-out, Vogt remains optimistic the new online system can be improved.

"I'm hopeful that these bugs will get worked out," he said. "Because this e-permitting program is used by municipalities all across Canada."

Vogt says builders are watching closely to see whether the city's update delivers on its promises.

He says despite the setbacks, he wants the system to work — for everyone's sake.