The City of Zurich's Building Permit Office operates in an increasingly demanding environment: procedures are growing more complex, customer expectations are rising, and coordination with other specialist offices is intensifying. In this context, the office needed a foundation that gives orientation to employees, leadership, and the collaboration with internal and external partners alike.

Working closely with the office, we developed a vision and a set of strategic guidelines that bring together key themes - from customer focus and transparent communication to internal collaboration and the competencies the office will need going forward.