Use case: Modernized online permit requests
Goal
A regional government entity responsible for managing water resources needed to modernize its online permitting system to provide a better user experience for permit applicants and effectively support daily processes and operations.
Challenges
- Cumbersome permit request for citizens caused a high volume of help desk calls every day
- System limitations required manual workarounds which affected the ability to submit and search for requests
- Legacy system outages and performance issues caused further permitting delays
Solutions
- Updated online permit request process for easier registration and navigation
- Added ability for citizens to upload multiple file formats from web or mobile
- Integrated with GIS (geographic information system) to plot specific areas of permit requests
- Customizable dashboards for staff to manage permits
Results
- Reduced permit request process from 27 steps down to seven: a 75% process improvement
- Dramatically improved the user experience for both citizens and staff
- Reduced permit review time by enabling better cross-departmental collaboration
- Limited unnecessary manual work
