The City of Atlanta takes the pain out of the permit application process for small businesses
The City of Atlanta needed to make its permitting and zoning processes easier on applicants. By automating customer service tasks so applicants can easily identify the permits they need, the city provides real-time estimates of the cost and complexity of applicable permitting requirements to its business owners.
To drive economic development and small business growth, Atlanta’s Office of Zoning and Development is constantly on the lookout for innovative ways to enhance customer service for the city’s entrepreneurs. That’s because the process for obtaining building, planning, zoning, and engineering permits at the City of Atlanta can be incredibly complex, sometimes requiring plan review from more than 11 distinct municipal agencies.
And while the City’s website offered numerous documents around permit types and the various processes, it was difficult for any business owner to understand which forms are necessary for their specific project — let alone where to begin the process altogether. That confusion often led applicants to make countless phone calls, emails, and visits to City Hall to get the answers they needed, resulting in a backlog of inquiries for the City’s teams to handle every day. That meant a lot less time available for workers to focus on permit review and issuance, as well as other high-priority projects.
Faced with frustration from applicants, endless work for the City Hall workers, and an inability to adequately fuel Atlanta’s economic engine, the city turned to OpenCounter.