You know it. Your customers know it. Navigating the permitting process is hard.
Even if you have permit software, you probably still get flooded with questions from applicants looking for information or guidance. Sure, an online portal is a big improvement from the days when no part of the permitting process could be done online. But it doesn’t actually explain how to apply - it’s just a better way to submit an application.
So what’s missing?
Imagine an online permitting assistant who has the answer to every question and can provide clear instructions and information to anyone who asks.
Essentially, that’s what a permit guide does. It’s a pre-application tool that can provide your customers with clear permitting instructions and information online so you get fewer questions. And it can immediately add value to your process whether you have permitting software or not.
While online portals offer a platform for submitting permit applications and accessing basic information, they often fall short when it comes to providing guidance. They might include technical instructions accompanied by digital forms and a place to upload documents, but that’s like getting the ingredients for a dish without the recipe. For first-time permit applicants, it can be like trying to understand a different language.
That’s where an online pre-application tool like the Camino Guide comes in. Rather than logging on to your portal, seeing a bit of information, and immediately being directed to submit documents, applicants are first asked a few questions about their project (like location, submission type, valuation, etc.), which the Guide then uses to generate personalized instructions for them to follow. It essentially gives applicants an upfront summary of what permits and supporting documents they’ll need for their project, how exactly they apply for those permits, what fees they need to pay, and how long they can expect to wait for approval – all in a few minutes or less.
Example of a questionnaire for applicants applying to build an accessory dwelling unit.
Example of a personalized applicant guide for an accessory dwelling unit.
And unlike a human, the Guide doesn't make mistakes.
Behind the scenes, it uses your GIS data to automatically check parcel-specific zoning and insurance requirements. It can immediately tell applicants whether or not a project or business is allowed based on its location, and flag if there are any extra approvals or hazards to be aware of.
Used alongside your existing permitting system, or on its own if you’re still partially paper-based, it can help you:
Plus, as Santa Clarita California’s Chief Building Official explains, “It’s so simple, anybody can use it.”
Before implementing the Camino Guide in 2020, Chief Building Official John Caprarelli explained that he would constantly repeat information to customers and spend too much time answering basic application questions. “I would spend 20 minutes with a customer explaining the process. But when that guy left the permit center, I was lucky if he remembered half of what I told him,” he said. “There was really no good way to package that information.”
Fast-forward to today, and John says things are totally different. “Since we've launched this Permit Guide, our construction activity and revenues not only went up, but the number of visits to the permit center — along with phone calls and emails — went down,” Caprarelli said.
Speaking in a webinar about the city’s permit guide, John can’t say enough good things about it.
He says that since launching the guide (which only took him and his staff a few weeks), customers don’t ask nearly as many questions because they can find out all they need to know online. Staff have more time to review applications, and customers aren’t perplexed by the process. Customer satisfaction is at an all-time high.
“If you can buy something on Amazon, you can use [our] permit guide,” John says. “I’m very proud of it. It’s been a big win for our team.”
John also explains that, although it may be hard to believe, “The Guide was actually a lot of fun to set up.”
He says that the tools are straightforward to use, even if you’re not a tech person. “In 10 seconds, I can update [our Guide] to make it however I want. With our other permit system, it's not this easy.”
To see a walkthrough of the Camino Guide and how Santa Clarita made its permitting process easy for anyone to understand, check out this webinar hosted by the city’s CBO.
