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Permitting software for larger organizations.
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How Santa Clarita, California, Cut the Length of Permit Counter Visits by 70%
1000
guide users in first month
100+
project types created
1000
users in first four months
The City of Santa Clarita is the third largest city in Los Angeles County and the 24th largest in the state of California. In 2018, the city’s Building and Safety Division issued 5,364 permits and performed 29,288 building inspections - equating to around $300 million of new construction for the city.
Challenges
The City of Santa Clarita grappled with a high volume of visitors and applications at their Permit Center. Visitors often waited in line only to learn that their project didn’t need
a permit. Permit Center staff used paper handouts and a website to help educate residents about the permit process. But, the resources didn’t help customers self-serve, leading to more calls and meetings.
The Clariti Solution
City Building Official John Caprarelli led the development of an online permit guide, an easy-to-use web app that guides users step by step through the process of obtaining a permit.
"I [never] thought that applying for a series of building permits could be as easy as filling out a tax return with TurboTax.”
John Caprarelli
Chief Building Official
Implementation & Success
The Clariti Guide has been a big win for John & the City of Santa Clarita.
In its first four months, John confirmed that over 1000 people used the online Guide. It’s also easy for John and his team to make updates to their Guide as rules and regulations change. Clariti’s intuitive Guide Builder allows for checks against different internal databases. Anyone in the department can make adjustments in minutes, not months or years. No coding or middle-men required.
Due to the success of the residential Building Permit Guide, John and his team are now expanding the tool for business use cases. The commercial guide will focus on a wide range of projects for industries such as retail, office, daycare, food service, fitness, education, medical and manufacturing.
Results
- Santa Clarita transformed their Permit Center experience and reduced time staff spent answering questions by 70%.
- People now serve themselves online before heading to the Permit Center, and get a detailed project plan for obtaining their permit.
- People that don’t need a permit no longer wait in line and Permit Center staff can focus on more strategic projects.
"[The Guide] has completely revolutionized the way our city provides permit services to customers. It has enabled us to provide a higher level of customer service with less staff time. Feedback has been overwhelmingly positive.”
John Caprarelli
CBO