Cities and counties constantly seek ways to improve operations, especially complex processes like permitting and licensing. Inefficient systems lead to project delays, create internal bottlenecks, and strain staff resources.
Burlington, N.C., faced these common hurdles but transformed its approach by implementing modern technology and clarifying its development approach. The city not only streamlined its workflows but also created a more transparent and accountable system for residents and developers.
Automation, efficiency, and a better experience for all
A key component of Burlington’s transformation was the adoption of Granicus’ Permitting & Licensing (SmartGov) solution, an all-in-one, cloud-based software that helps governments drive revenue growth and easily manage permitting, licensing, code enforcement, inspections, and more.
The city needed a solution that could meet the community’s needs for efficiency while creating a better user experience for residents and business owners, as well as staff.
“We wanted to get something that would be beneficial and a little easier to use and manage expectations not only from a staff standpoint, but from the development community on what they could expect. SmartGov was one of the options that checked all the boxes for us.”
Andrew Shore
Burlington’s geographic information systems administrator
Burlington took full advantage of the solution’s centralized platform to automate many of the manual steps that previously slowed things down, seeing the biggest impact on plan reviews and application processing. Staff can manage their queues more effectively, and the city can set clear, predictable expectations for review times. This approach also helps keep staff workflows efficient by sending automated reminders for tasks and deadlines, ensuring applications move through the system without unnecessary delays.
Empowering users to self-serve
Burlington also implemented an online permitting interface, accessible directly from the city’s website. This self-service tool allows citizens and businesses to submit applications, upload necessary documents, and track their progress from anywhere, at any time.
Having the submission process online empowers applicants and improves internal efficiency. The system requires users to provide all necessary information upfront, ensuring applications are complete and ready for review when submitted and reducing the back-and-forth communication that often plagues permitting departments. Applications are processed faster, city staff spend less time on manual and repeat work, frustrations are lowered, and everyone is happier with the outcomes and more productive.
A clear and modern approach
Having an accessible, easy-to-use self-serve portal is important. But technology is only part of the equation. Burlington officials worked to improve the processes around the technology, as well, creating comprehensive, clear, and accessible guidelines for projects, with regular updates to keep requirements current.
This focus on clarity helps eliminate ambiguity in the development process. When applicants understand what is required from the outset, they are better able to submit complete and accurate materials, which naturally speeds up the review cycle.
Lessons for other local governments
Burlington’s success offers a powerful model for other cities struggling with outdated permitting and licensing systems. Its journey demonstrates that significant improvements in efficiency and transparency are within reach with the right technology and a thoughtful implementation strategy.
By embracing a digital solution like Granicus’ Permitting & Licensing and pairing it with clear, modern approaches, cities can:
- Improve service delivery: Provide residents and businesses with a more convenient and predictable application experience.
- Increase staff productivity: Automate routine tasks and allow staff to focus on high-value work instead of administrative tracking.
- Enhance accountability: Use built-in tools to set and monitor performance standards for review times.
- Foster a business-friendly environment: Attract development and investment by demonstrating clear processes and fast turnarounds.
National recognition for efficiency
Burlington’s efforts have not gone unnoticed. In a recent national review, it was ranked among the top 10 municipalities for efficiency in permitting, licensing, and other regulatory workflows. The assessment, which compared mid-size and larger cities across the country, recognized the community as a strong performer in land-use management.
This distinction underscores the substantial progress the city has made. Evaluators generally place the most emphasis on business friendliness and timely permit turnaround times, while also considering factors such as fiscal stability, land-use practices, population trends, and infrastructure capacity. Using data drawn from public sources and input from industry stakeholders, these reviews typically examine building permits, zoning processes, site development plans, and related approvals. High-performing cities tend to share common traits, including transparent procedures and strong coordination among departments.
Burlington showed that modernizing government services is not just about adopting new technology but showing a commitment to continuous improvement. Its ongoing permitting and licensing success is a testament to the fact that strategic investment in technology and proper processes can yield transformative results.
