Use case: Modernized online permit requests

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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

 

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