The town merged the permit and inspections divisions of the Planning and Sustainability Department to form the Development Services Desk in August.
The change involved consolidating offices to operate out of one space exclusively and hiring new staff.
Mary Jane Nirdlinger, executive director of Planning and Sustainability, said there has been a slight increase in the number of permits the department has approved.
The department recently reviewed responses to a survey about the Development Services Desk. Nirdlinger said out of 24 respondents, 19 rated their experience with the new system positively, giving it a 10 out of 10 review.
She said those with negative feedback expressed frustrations related to customer service and the complicated process of obtaining a permit.
In an email to the town council, Nirdlinger said out of the 24 responses, four were negative. Negative comments included that the desk was rude during phone calls, that the process was confusing and that the receptionists were nice, but had too much to do.
In an email to town staff, Nirdlinger forwarded some of the negative comments the department had received.