Digital Front Door Modernization for a Local Agency
Project Overview
Client: Local Agency – City Services
Industry: Public Sector
A Local Agency embarked on a strategic initiative to create a unified “Digital Front Door” for all municipal services using a Hub-and-Spoke architecture. The project focused on streamlining resident interactions, modernizing permit processing, and establishing a scalable framework for digitizing future services. By leveraging Salesforce as the foundational platform, the agency aimed to eliminate redundancy, improve user experience, and enable faster delivery of high-quality digital services.
Goals
Digitize Key City Services
Implement a Resident Portal, CRM capabilities, and Special Event Permitting by converting manual forms and processes into modern, efficient digital workflows.
Enhance Permit Processing
Introduce a unified permit platform that improves the applicant experience and enables real-time digital communication throughout the application lifecycle.
Build a Scalable Service Framework
Establish reusable foundations, components, and platform services on Salesforce to standardize future permit processes and accelerate service delivery.
Approach
Resident Portal & CRM Enablement
Configured Salesforce-based CRM and Experience Cloud capabilities to streamline resident interactions, service requests, and permitting submissions.
Permit Workflow Digitization
Digitized Special Event Permit forms and automated review and approval workflows to reduce redundancy and ensure faster processing.
Platform Foundation Development
Developed a Hub-and-Spoke architectural framework—leveraging Salesforce core capabilities—to standardize service design, improve reusability, and support future expansion.
Data Optimization & Process Alignment
Enhanced data capture, validation, and routing to reduce application errors and ensure accuracy across departments.
Results
Faster Application Processing
Automated workflows improved application review and approval times across multiple services.
Framework-Driven Expansion
The new service delivery framework (foundation and reusable platform components) enables quick rollout of new digital services.
Improved Application Accuracy
Digitized forms and automated validations minimized errors and ensured consistent documentation.
Better Data Visibility
Modern reporting and dashboards offer clearer insights into application trends and process performance, supporting continuous improvement.
More Success Stories
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