When permit representative Dawn Ortiz and her team were searching for a permitting solution, they wanted to keep their current permitting software and simply add an online portal that would allow customers to find information and
apply for permits online.

Dawn said the Clariti Guide offered just that: a solution to complement the city’s existing software that would give customers the online options they desperately wanted, while
simultaneously saving staff time.

Challenges

Before using the Clariti Guide, Dawn and her team used to spend hours each day answering questions on the phone, printing out long informational packets, and mailing forms to applicants. The process was slow and inefficient. Because applicants couldn’t find information online, they would pick up the phone. And because the permitting process is complex, even simple applications required multiple revisions. Dawn started to wonder, “How much time would it save for staff to get off the phone and have a chance to focus on issuing permits?”

The Lewiston team began looking into options for a new online portal. The city’s current vendor didn’t offer an online portal at all, and the alternative was switching permitting systems—a change that was too costly and time-consuming for the city.

The Clariti Solution

When Dawn heard about Clariti, she was excited to learn that she could create an online submission portal without having to replace her existing software. Clariti’s intelligent Guide would allow the city to accept forms, e-signatures, and documents online, so customers could go through the entire permitting process without visiting the city’s permit counter.

On the back-end, Dawn and her team could also review and approve submissions online, and easily enter data into the city’s permitting system.

It was the workaround solution her team needed to avoid a full permitting system replacement.

Results

• Customers can access permit information 24/7

  As soon as the city’s Guide was rolled out, it improved customer service. “We’re only available 8am-5pm, Monday-Friday when most people are working,” Dawn said. “Now people can go onto the portal and submit 24/7. They have the ability to do this on their own.”

• Customers make fewer mistakes

  In addition, she saw that staff spent less time on each project as applicants were better prepared and made fewer mistakes. Review times got shorter, errors decreased, and the number of revisions dropped—all contributing to a faster permitting process.

• Less time spent answering customer questions

  As Dawn spent less time answering customer questions, she was able to spend more time processing applications and issuing permits. She was even able to take a class to be a Permit Tech, which will directly benefit her department.

• Digitized process without a lengthy implementation

  Best of all, Clariti helped Lewiston instantly digitize the city’s permitting process without a lengthy implementation period. “Now our submissions are easy to keep track of online. Customers are happier and it’s easier for staff,” says Dawn. “Even with staff entering data into our database, Clariti immediately helped our team save time.”