SMARTGOV helps Kitsap County permitting become more efficient, improve customer service
Kitsap County, Washington (Population 250,000+) leveraged SMARTGOV to streamline permitting, planning, inspections, code enforcement, licenses, fees, parcels, contacts and more.
Challenge: Increasing Demand, Tight Budget
The County’s Department for Community Development was seeing an increase in demand for county-level services while tax revenue was declining. Tighter budgets meant staff hours were reduced, public hours were cut, and traditional processes were no longer working to meet customer needs.
SMARTGOV Solution: Streamlined Permit Process
SMARTGOV was implemented in 2012 as part of a Lean Six Sigma reform. The goals were ambitious: Eliminate waste and save staff time while improving customer satisfaction.
SMARTGOV allowed staffers create standardized data management, perform advanced plan review processing, and provide 24/7 online citizen access. The combination of new technology and new Lean Six Sigma processes delivered results: improved employee satisfaction, better teamwork, leadership and project management training, and refocusing on the department’s core mission of enabling the development of quality, affordable, structurally safe, and environmentally sound communities.
SMARTGOV met the city’s goals:
|Data management in one place|
|Plan review processing|
|Citizen portal to improve transparency & communication|
|Better teamwork & employee satisfaction|
|Reporting to track results|
|Set review times & clearer expectations with citizens|
|Shorter wait times for permitting|
|Identify complications early in process & resolve quickly|
|Affordable setup & maintenance with minimal IT & capital investment|
Better wait times: A decline in permitting lead time from a high of 26 days to a low of eight days, with a current average time of 18 days
Higher success rate: Additionally permits approved on the first submittal increased from 4 percent to 51 percent.
More permit applications: A 10 percent increase in residential and mechanical plumbing permits, and an 18 percent increase in commercial and plumbing permit applications
Significant staff savings: 44% of 1002 permits used the online application, from January 2015 through July 2015. 319 hours of staff time were saved by online processing in 6 months.
Learn More about SMARTGOV
SMARTGOV can help your agency deliver faster results using fewer resources, while making your stakeholders and citizens happier. Contact us for a demonstration and more information.