Surrey’s artificial intelligence tool officially launches with enhancements and multi-lingual support to simplify permitting process

The City of Surrey has officially launched the Development Inquiry Assistant (DIA), an artificial intelligence (AI)-powered chatbot designed to provide citizens with instant and accurate answers to their questions about renovating, building and development. The launch follows the pilot version of DIA that was released earlier this year.

“This milestone launch demonstrates the City’s continued commitment to service excellence,” said Mayor Brenda Locke. “Using artificial intelligence, we are making it easier for citizens to access information about the permitting process at their fingertips. I would like to acknowledge staff for their efforts and work on continuously improving this tool since the pilot launch. This is a leap forward in leveraging technology to better serve our community.”

The DIA pilot, which was launched on Apr. 9, 2024, provided information on select permit types with the goal of raising awareness of the permitting process and ultimately, improving the quality of applications.

DIA has since undergone several enhancements aimed at improving the user experience, including the following

• A new look and feel with the chatbot icon integrated on all website pages under the renovating, building and development section
• Updates to align with the zoning changes introduced by provincial legislation, including small-scale, multi-unit housing (SSMUH)
• Expanded capabilities to address questions about subdivision potential and comprehensive development (CD) zones
• Improved alignment with the Online Development Inquiry (ODI) tool
• Introduced multi-lingual support which leverages natural language to translate website information to assist a diverse range of users

With DIA now fully operational, citizens can have easier access to publicly available information covering renovations, simple and complex building permits, and zoning, from any device, at any time of the day. The DIA currently handles an average of 460 inquiries per month, which has helped reduce the volume of inquiries handled by frontline staff.

The project was made possible in part through a grant the City received from the Canada Mortgage and Housing Corporation (CMHC) under the Housing Accelerator Fund (HAF) program in December 2023. The City’s HAF Action Plan includes researching and implementing AI technology to enhance customer service and accelerate the permitting process. Click here to learn more about Surrey’s Housing Action Plan.

For ongoing development and permitting improvements in Surrey, visit our website.  

Translations

• CoS Media Release - AI tool launched with enhancements to simplify permitting - PUNJABI