The Context

A large municipal government recognized the need to modernize its development application, permitting, and licensing processes. These systems had grown outdated, heavily manual, and difficult to scale, resulting in inefficiencies, data inconsistencies, and limited online self-service options for residents, contractors, and businesses.

To address these challenges, the municipality set out to implement a cloud-based platform capable of automating key workflows, enabling online submissions, and integrating with legacy and third-party systems—ultimately aiming to deliver a faster, more transparent experience for both internal staff and the public.

Challenges

The municipality’s permitting and licensing workflows were:

• Time-consuming and paper-based, leading to processing delays

• Fragmented across different systems and departments

• Not user-friendly for applicants or internal users

• Lacking in reporting, audit trails, and performance visibility

• Non-compliant with modern expectations for digital accessibility and mobile usability

Stakeholders needed a robust yet flexible solution to overhaul core municipal services, with minimal disruption to ongoing operations.

Task

The project's scope included:

• Conducting business process reviews and stakeholder workshops

• Selecting and configuring a modern, cloud-based permitting and licensing solution

• Migrating historical application and permit data into the new system

• Integrating GIS, financial, and document management systems

• Developing a responsive public-facing portal for self-service applications

• Enabling staff to process and track applications through a centralized, secure platform

• Providing change management, training, and post-deployment support

Technology Stack

• Platform: Salesforce Public Sector Solutions / CityView / Amanda by Granicus (or equivalent COTS platform)

• Frontend: Angular or React-based public portal for online application submissions

• Backend: Node.js or Java-based microservices handling workflow logic

• Database: PostgreSQL or MS SQL Server

• Cloud Infrastructure: Microsoft Azure or AWS (as per data residency compliance)

• Integrations:
  GIS Integration: Esri ArcGIS
  Payment Gateway: Moneris / Stripe
  Document Management: SharePoint or OpenText

• Security & Compliance:
  Role-Based Access Control (RBAC)
  End-to-End Encryption (AES-256)
  Compliance with MFIPPA, FIPPA, and municipal data privacy standards

Result

The project resulted in a modernized platform that:

• Reduced permit and license processing times by up to 50%

• Enabled full online self-service for the public, including application submissions, payments, and status tracking

• Provided staff with centralized dashboards and real-time workflow visibility

• Seamlessly integrated with GIS, financial, and document systems for end-to-end data flow

• Ensured compliance with regulatory and data residency requirements

• Delivered measurable increases in applicant satisfaction and staff efficiency

This transformation helped the municipality provide transparent, accessible, and efficient development-related services—aligning with its broader smart city and digital government strategy.