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Clariti Enables Booming McKinney, Texas, to Sustain Growth
2000
guide users in the first year
Since the year 2000, McKinney TX has been consistently ranked as one of the fastest growing cities in the US. In 2014, Money magazine rated McKinney the “Best Place to Live” in America. Its vibrant culture and recreation scene have made McKinney an obvious choice to call home but the rapid expansion has been a challenge. The city’s Development Services Department implemented the Clariti Guide to manage and sustain the ongoing growth by simplifying the permit process for residents and businesses.
Challenges
Over the years, the city found it challenging to explain the building permit process consistently and accurately to residents and developers. The Development Services Department had tried to help by developing a number of PDF checklists and flowcharts to explain the residential processes.
The city found that their checklists and flowcharts were not meeting the residents’ needs for two reasons. First, each checklist was unique to a specific part of the process (i.e. zoning or site planning) requiring several handouts to get a picture of the entire process. Second, while the city tried to include as much information as possible, the checklists were not customized to each specific project and were too broad to accurately communicate everything that would be required.
The Clariti Solution
In early 2021 the city of McKinney partnered with Clariti to deploy the Clariti Guide (previously Camino Guide), which the city calls its “DNA” or Development Navigation Assistant. Using the Clariti Guide, applicants instantly get answers to questions about their projects and receive a custom, step-by-step guide — all before the actual application process begins. Applicants can also revisit this information as often as necessary with their online account.
Implementation & Improvements
Not only was implementing the Clariti Guide easy, the city’s Development Services staff actually found it fun! That’s not what you’d expect to hear about your typical software implementation. But, as Samantha Pickett, Business Systems Specialist in the City of McKinney’s Development Services, said of the Clariti’s implementation process:
“Honestly, it was a lot of fun. I am the lead staff person for Clariti in our office, and I was able to customize and build out our processes in Clariti without frustration due to the ease of use that the back end of the software provides. In the end, we were able to go live with almost all of our residential permit types, and we are continuing to add more as time goes on.”
"The Clariti Guide has been an outstanding program in the city’s ability to provide excellent and consistent customer service. It's allowed us to be at the forefront of technology for both development departments and city government.”
Samanta Pickett
Business Systems Specialist
Results
- A new place to start
Residents and developers can now start with the Clariti Guide, slashing support calls to the permit center and freeing up staff to focus on more complex questions or tasks.
- 2000 users in the first year
In 2021 alone, McKinney had almost two thousand visitors using its Development Navigation Assistant (ie Clariti Guide) to answer questions about their upcoming projects.
- Consistency and outstanding service
Being able to direct its customers to the Clariti Guide allowed for consistency in messaging and technology leadership.