Background
The Bureau of Pollution Control and Prevention (BPCP) identified a growing need to address indoor air quality concerns in the City of Houston. With increasing urbanization and industrial activities, indoor air pollution became a significant health concern for residents. However, the BPCP lacked a standardized procedure to handle complaints, investigations, and resolutions related to indoor air quality.
Challenge
- Lack of a standardized procedure for addressing indoor air quality complaints.
- Need for clear guidelines on prioritizing, investigating, and resolving complaints.
- Requirement for templates and resources to streamline the complaint resolution process.
Solution
Our team collaborated with BPCP to develop the “Indoor Air Quality Technical Guidance Manual (IAQ TGM v1.0).” This comprehensive manual provided:
- A clear workflow chart outlining the steps from receiving a complaint to its resolution.
- Detailed procedures for initiating investigations, determining priority levels, and contacting complainants.
- Protocols for administrative resolutions, verifying corrective actions, and handling violations onsite.
- Templates for notices of violation, affidavits, and other essential documents.
Outcome
The IAQ TGM v1.0 became an invaluable resource for BPCP staff, ensuring consistent and effective handling of indoor air quality complaints. The standardized procedures reduced ambiguities, improved response times, and enhanced the overall efficiency of the complaint resolution process.