Development Charges Management Modernization for a Local Agency
Project Overview
Client: Local Agency – Municipal Services
Industry: Public Sector
A Local Agency sought to modernize its legacy system for managing development charges, including both hard and soft charges. The agency required a digital platform that could streamline order submissions, automate charge calculations, manage payments, and improve transparency for residents and developers. By transitioning to Salesforce, the goal was to reduce manual processes, enhance accuracy, and create a more efficient, user-friendly experience.
Goals
Streamline Development Charge Processing
Digitize and improve the submission and review process for development charge orders.
Automate Payments & Adjustments
Enable integrated management of payments, credits, deferrals, and exemptions linked directly to property addresses.
Enhance User Experience
Provide external users with a modern online portal to submit orders, add items, and track status.
Improve Reporting & Oversight
Offer real-time dashboards and analytics to support financial tracking and operational decision-making.
Approach
Portal Development
Built a Salesforce Experience Cloud portal allowing users to create orders, manage items, and view submission status.
Workflow & Payment Design
Created automated workflows to process development charge payments, apply adjustments, and link all financial data to specific properties.
Solution Implementation
Implemented Salesforce Sales Cloud (Lightning) and Experience Cloud to support modern user experiences and scalable back-office operations.
Data Migration & Integration
Migrated legacy data into Salesforce to consolidate historical and active records in one unified system.
Reporting Enablement
Set up dashboards, reporting tools, and analytics to provide real-time oversight of development charge activities.
Results
Integrated Charge & Payment Management
Charges, credits, exemptions, and payments were fully linked to property records for improved accuracy and consistency.
Reduced Manual Effort
Automated calculations and streamlined workflows minimized administrative workload and reduced error rates.
Modern User Experience
A Lightning-based interface and community portal provided an intuitive, accessible experience for internal and external users.
Improved Reporting & Collaboration
Dashboards and analytics enabled better decision-making and operational visibility across teams.
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