Across the country, more states are requiring permitting agencies to expand their digital services. These mandates are driving local governments to rethink how they deliver permitting, inspections, and code enforcement. But even in communities without legal requirements, a well-planned digital strategy can dramatically improve the experience for applicants and staff alike.
The push for digital permitting gained momentum during the COVID-19 pandemic, when many states passed legislation to improve online access to government services. In Florida, for example, bills like HB 667, HB 1059, and HB 423, set new standards for online permitting, requiring features such as:
- Digital application submission
- Online contractor registration
- Electronic plan review
- Online inspection scheduling
- Real-time permit status tracking
While compliance is important, the real value lies in creating a smoother, more transparent process for everyone involved.
Why digital permitting matters
Even if your agency isn’t required by law to go digital, the benefits are clear. Communities that have modernized their permitting systems report these five benefits.
1. Easier applications and payments
Centralized online portals simplify contractor registration, permit applications, and fee payments. This reduces wait times, minimizes manual processing, and frees up staff to support applicants who need more guidance.
2. Clearer submittal requirements
Digital systems help standardize what’s needed for each application. This reduces confusion, improves accuracy, and allows for automated checks based on zoning, environmental regulations, or historic districts, or overlay zones.
3. Fewer resubmissions and higher first-pass success
Many digital permitting systems can track commonly missed items and flag incomplete applications before submission. This helps applicants submit more accurate applications the first time, reducing delays and frustration. Instituting processes to track submission success also gives staff valuable insight into frequent errors, allowing them to intervene earlier and provide targeted education or guidance.
Real-time project tracking and performance insights: With modern online applicant portals, applicants can track reviews, inspections, and comments in one place, saving time and reducing calls and emails to staff. Digitally enabled processes also support performance measurement, giving agencies visibility into review timelines, ball-in-court delays, and overall workflow efficiency. These insights help staff stay on track and improve transparency and understanding for applicants.
4. Smart notifications for project awareness
Automated alerts keep applicants and staff informed about deadlines, expirations, and review progress. This helps agencies stay on track with statutory timelines and internal benchmarks. Defined deadlines and updates help set customer expectations and reduce follow-up calls and emails to staff.
5. Better reporting and compliance
Digital tools make it easier to meet reporting requirements for programs like BCEGS, IAS, NFIP, and others. Agencies can quickly identify and address gaps in compliance, while also using their scores and audit results to showcase success and promote best practices. These insights help build credibility with stakeholders and demonstrate a commitment to continuous improvement and service excellence.
Getting started with digital transformation
Successful agencies begin by understanding what their customers expect from an online experience and then aligning those expectations with their mission and regulatory responsibilities.
Here are a few questions to guide your strategy
- What parts of your online experience cause the most frustration for applicants?
- Where are you losing time or revenue due to missed deadlines or incomplete applications?
- What outcomes matter most to your elected officials, and how can you measure them?
- What barriers make it hard for applicants to comply with building codes or licensing requirements?
- What internal processes slow down service delivery?
- What technology or process changes could improve reporting and accountability?
Digital transformation isn’t just about technology — it’s about improving every interaction in the permitting journey. By planning thoughtfully and focusing on predictable, user-friendly outcomes, your agency can become a trusted resource and a driver of community growth.
Ready to take the next step?
Our team can help you build a strategy that meets your goals and supports your community’s future. Let’s talk.
