How Nibley, UT increased on-time renewals by 50% with automated renewal software.

Background

Nibley City encompasses 4.03 square miles between Hyrum and Logan, Utah. After experiencing considerable growth in the last decade they have a current population of 7,336. Nibley City officials and citizens pride themselves on their local community events, programs, and businesses.

Challenges

Nibley used applications and permits in many of their city processes. City staff became frustrated with a permitting process that had limited resources for customer communication and didn’t maintain accurate records of chats and emails. Customers were annoyed that there wasn’t a way to submit applications or pay after business hours.

Solution

Nibley City staff scheduled a product demo with Civic Review to see if the software could provide solutions to some of the challenges they faced. Staff members were impressed by the easy-to-use interface, as well as the technical and customer support available. One staff member stated:

Everything is so user-friendly, the customer service is great, [and] it is fun to use!

Results

Since implementing Civic Review, Nibley staff reported that their application review time has decreased by half, and the number of applicants who renewed before the renewal deadline increased by 50%. They also shared that,

Communication has improved between all parties through the portal [and] a record is being kept of all comments and email threads.