Durham, NC, Reorganizes to Streamline Development Review

Durham, North Carolina, joins the ranks of local government agencies who have shifted to an integrated development services model focused on customer service.

2 minute read

May 11, 2017, 5:00 AM PDT

By Pete Sullivan


Durham, North Carolina

James Willamor / Flickr

The Durham City-County Development Services Center (DSC) opened on April 3, 2017, with a mission of streamlining Durham’s development review process and enhancing customer service. A joint initiative of the Planning, Inspections, and Public Works Department, the DSC is both a new physical space and reorganization of program activities and staff. The DSC is intended to be a “one-stop-shop,” providing 1) application intake for Planning, Inspections, and Public Works, 2) in-person customer service, and 3) quick turn-around for minor planning and building projects.

Collectively, Durham’s development review process includes over seventy different permit and/or review types, spanning more than 20 city and county Departments. The rate and complexity of development in Durham has increased over time, giving rise to the concept of a more integrated service delivery model, as seen in other cities like San Diego, California; Redmond, Washington; and Portland, Oregon.

The broader trend toward integrated development services counterbalances the intense specialization occurring in the development industry. Within local governments, multiple work units are frequently involved in the development review process, from planning and public works, to transportation and sustainability. While these work units often perform well in their respective areas of expertise, the typical customer desires a single point of contact, whether they are asking a general question or applying for a specific project. An integrated customer service model like Durham’s ensures that the focus remains on customer service delivery, and allows a single work unit to continually evaluate the development review processes and improve its predictability, timeliness, and quality. 

Creation of the DSC was led by Patrick O. Young, AICP, who was recently named director of the Durham City-County Planning Department. Mr. Young joined the department in 2008 as Assistant Director, and has helped advance the creation of affordable housing in Durham. He succeeds Steven L. Medlin, who retired after 30 years of service to the department.

DSC photo

Tuesday, May 9, 2017 in North Carolina Chapter of the American Planning Association

portrait of professional woman

I love the variety of courses, many practical, and all richly illustrated. They have inspired many ideas that I've applied in practice, and in my own teaching. Mary G., Urban Planner

I love the variety of courses, many practical, and all richly illustrated. They have inspired many ideas that I've applied in practice, and in my own teaching.

Mary G., Urban Planner

Cover CM Credits, Earn Certificates, Push Your Career Forward

Logo for Planetizen Federal Action Tracker with black and white image of U.S. Capitol with water ripple overlay.

Planetizen Federal Action Tracker

A weekly monitor of how Trump’s orders and actions are impacting planners and planning in America.

4 hours ago - Diana Ionescu

Aerial view of town of Wailuku in Maui, Hawaii with mountains in background against cloudy sunset sky.

Maui's Vacation Rental Debate Turns Ugly

Verbal attacks, misinformation campaigns and fistfights plague a high-stakes debate to convert thousands of vacation rentals into long-term housing.

July 1, 2025 - Honolulu Civil Beat

Person wearing mask walking through temporary outdoor dining setup lined with bistro lights at dusk in New York City.

Restaurant Patios Were a Pandemic Win — Why Were They so Hard to Keep?

Social distancing requirements and changes in travel patterns prompted cities to pilot new uses for street and sidewalk space. Then it got complicated.

June 19, 2025 - Diana Ionescu

Aerial view of new neifhborhood under construction with enpty lots in foreground.

In California Battle of Housing vs. Environment, Housing Just Won

A new state law significantly limits the power of CEQA, an environmental review law that served as a powerful tool for blocking new development.

5 hours ago - CALmatters

Low-rise Pearl Sreet mall in Boulfer, Colorado.

Boulder Eliminates Parking Minimums Citywide

Officials estimate the cost of building a single underground parking space at up to $100,000.

6 hours ago - Boulder Reporting Lab

Two-story buildings with porches in walkable Florida neighborhood.

Orange County, Florida Adopts Largest US “Sprawl Repair” Code

The ‘Orange Code’ seeks to rectify decades of sprawl-inducing, car-oriented development.

7 hours ago - CNU Public Square