This week, we continue our series on Reinventing Civic Services with Intelligent Automation with a look at the role intelligent automation plays in enabling internal business process for effective service outcomes.
While improved civic engagement and sustainable revenue growth are the core drivers that spur smart cities to innovate digital service experiences, it is important to recognize another focus
point shared by Philadelphia, Albuquerque and Douglas County. In each jurisdiction, innovation initiatives focused on intelligent automation were leveraged to meet the needs of both external
and internal stakeholders creating legitimate win/win scenarios across the entirety of the organization.
Freed from legacy systems yielding poor data integration and unwieldly processes, each of these award-winning agencies designed automation empowered workflows to realize substantial
process efficiencies for front-line staff while also delivering elegant user experiences for citizens.
To better serve the needs of both citizens and colleagues alike, each of these digital communities followed a best practice approach in their adoption and delivery of automation technology:
In this new model, online self-service modules empower builders to expedite permit applications, inspection requests & schedules, and review inspection results on a timely basis. An accelerated review process moves permits through the workflow: tracking and recording all data at each step, with email notifications sent based on business process triggers such as impending inspection and license expiration dates.
“Project eCLIPSE will transform the way residents, business owners and developers do business with the City of Philadelphia. It will eliminate redundancies and the need for in-person paperwork and payments while emphasizing accessibility and convenience for citizens. Over time, Project eCLIPSE will improve public safety, government efficiency and delinquent tax collections, reduce vacant and blighted properties across the city and help attract new businesses and development by easing the application, permit and payment processes.”
Former Mayor Michael A. Nutter