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Permitting software for all sizes of government

Clicks-to-configure solutions for large governments to move faster.


Solution

Clariti Guide

Sacramento County, California, Improves Customer Experience with Clariti Guide

500+
guide visits each month

After moving to a digital building permitting process and finding that residents still struggled with completing their applications, Sacramento County realized they needed something more to assist customers with the process.

“The amount of departments that you have to go to see for this and that, and [knowing] who does what [makes it] daunting for anyone to get through our process,” said Tammy Henderson, Special Project Coordinator.

Challenges

Constant phone calls 

Applicants had to call staff when they had questions, which was time-consuming for everyone.

Information wasn't accessible

There wasn’t a simple way to share relevant building permitting information online, so customers had no way of finding answers to their questions other than asking staff.

Confusing process

The county’s permitting process involves multiple agencies and complicated steps that can be confusing even for seasoned builders, let alone first-time applicants.

The Clariti Solution

During a county-wide development review process, it wasn’t a question for Sacramento County what their Building Permits and Inspection (BPI) Services needed. In fact, they’d had their eye on the Clariti Guide for a while. As Ryan Rudolph, Principal Building Inspector, said, “It was something we [knew we] wanted; it was just a matter of how to get there.”

The only reason the department didn’t implement the Guide sooner was because of a lengthy budgeting and approval process. Tammy and Ryan explained that they didn’t need to shop around – the Clariti Guide uniquely solved their needs.

Implementation & Success

Tammy explained the implementation only took a handful of months, and that it was “very easy,” especially with the one-on-one support her team got from Clariti. She also sat down with staff to walk through the system, which really helped ensure a smooth transition to using the Guide.

Now, staff often use the Guide at the in-person counter when working directly with the public, and the Guide itself has 500+ visits every month.

“Clariti did a real service to our customers by getting this implemented in a fashion that’s easy for the customers to understand. The ability to go to our website and enter into the navigation assistant, I think is a real bonus for our customers,” said Ryan.

"I think it’s a great tool. It completely enhanced our customer service. [We were looking to] improve on our overall customer care and we completely did that with the Clariti Guide.”

Tammy Henderson
Special Project Coordinator
Results

Fewer phone calls - There’s been a noticeable difference in the number of calls coming into the department.

Speedier process - Applicants can get answers faster because when they submit a question online, it ‘magically’ goes to the right person.

Freed up staff time - Admin staff no longer spend the majority of their time answering questions.

“I will tell you that, amongst the other process improvements we’ve made and efficiencies we’ve put in place, our admin staff is actively seeking out work.”

Ryan Rudolph
Principal Building Inspector

Solution

Clariti Guide

See how much staff time you can save with the Guide