Government Agency Reduces Permit Processing Time from 21 Days to 3
About the Client
Municipal Authority
Middle East
500+ staff
The Challenge
Business permit applications required in-person visits across 4 departments over 21 days.
40% of applications were rejected on first submission due to missing documents.
No way for applicants to track the status of their submission.
Our Approach
Conducted service design workshops with frontline staff and citizen focus groups.
Mapped the entire permit workflow and identified 12 steps that could be automated.
Designed a guided digital application form with real-time validation.
The Solution
Built an end-to-end online permit application portal with document checklist validation.
Implemented automated routing between departments with SLA timers and escalation alerts.
Built a citizen-facing status tracker with SMS and email milestone notifications.
Results & Impact
"Citizens used to dread dealing with permits. Now we receive compliments. The platform delivered beyond our expectations."
Senior Director, Municipal Authority
Government Agency
