Overview What we accomplished.
- Created a self-service business portal
- Decreased license processing time
- Mitigated losses in revenue
Challenge & Scope Reducing in-office visits that harm revenue.
A municipal department of consumer and worker protection needed a self-service option for businesses and consumers to interact more efficiently with them. Serving more than 51,000 businesses in more than 40 industries, and enforcing key consumer protection, licensing, and workplace laws that apply to countless more, the agency serves the daily economic lives of citizens by protecting them from predatory practices, while striving to create a culture of compliance and equitable enforcement.
A self-service portal would reduce the need for in-person visits—eliminating lost revenue days, travel burden, operational costs—while providing scalability as the department’s needs continued to evolve. In addition to efficient communication, the solution also needed to offer licensing, inspection, payment, collections, and adjudication capabilities.
Solution Full replacement of existing business portal.
After completing a full needs assessment and multiple user journey maps representing employees, consumers, and business users, PruTech developed a full replacement for the city’s existing portal implementation. The solution included a customized public portal, dynamic forms builder, document management system, and a flexible licensing and consumer complaints process—all seamlessly integrated with the agency’s multiple disparate systems.
Result Decreased license processing time and increased savings.
The department was pleased with our customized portal replacement, which streamlined licensing, inspection, payment, collections, and adjudication. Specifically, our dynamic forms builder, document management, and complaints processing tools helped expedite the delivery of key resources and lower operational costs.
By moving many back-office functions to the public portal and encouraging businesses to use the business portal for common tasks, the implementation significantly decreased license processing time. Thanks to PruTech, the agency received a cost-efficient portal integrated with their internal systems and utilized by all 600 of their internal users as well as numerous members of the public.
Let’s Work Together
To learn more about this case study or for assistance,
please reach out to us; we're eager to help your team.