How Syracuse City, UT increased licensing revenue by 133% using automated renewals.

Background

With 9.6 square miles of incorporated area, Syracuse City, Utah is experiencing a growth boom. The population was 32,798 in 2020, but is increasing rapidly. Development and business ownership is a big part of the community.

Challenges

A new Syracuse employee quickly became frustrated with the existing antiquated software used for permitting. They specifically listed the following challenges:

• Difficulty uploading documents
• Couldn’t independently pull reports
• Couldn’t make changes to applications
• Poor customer service

As soon as I got hired I asked the city [purchase] Civic Review.

With the added petition from employees, the City determined that a new software was needed to meet these needs.

Solution

After the demo, Syracuse staff felt that the Civic Review software would meet their needs and help resolve some of their permitting challenges. The fully customizable applications also enabled Syracuse to keep their permit process consistent between their Building, Business License, Planning and Zoning, and Utility departments.

Results

After selecting and implementing the Civic Review software, Syracuse City staff reported that it has made the permitting process more efficient for customers, staff, and reviewers. They love that they can make edits and changes themselves, but that there are customer success reps willing to help them if they have questions or concerns. One staff member stated:

It’s easy to use. Customers like to submit and pay online. I like that I can do a lot by myself... [but] have great customer service. [Civic Review] really seems to care and take the time to help.