Software will allow online permitting

By Nick Kotsopoulos TELEGRAM & GAZETTE STAFF

 

WORCESTER —  People drawing permits from the city will be able to do so with a simple “point and click” from their computer in the not too distant future, instead of having to go in person to City Hall or any other municipal departments.

The city is developing an electronic permit management system that would enable it to tie all of its permitting functions into a “one-stop” software application.

City Manager Michael V. O’Brien said the program would offer the “ease, simplicity and timeliness” of permit processing for those who do business with the city and for its internal management.

He said it would also allow for efficiency and tracking of all permits, from start to finish, starting with the application for a permit to its resolution.

“This full-function system will allow residents, organizations and businesses to apply, pay for and receive permits online or at conveniently placed kiosks in various city buildings,” Mr. O’Brien said. “Citizens will also be able to track the status of their permits as they move through a paperless approval process. Customers will no longer be required to walk permits from department to department for sign-offs.”

Among the permit processes that will eventually be available to customers online are: building, electrical, gas and plumbing; fire inspection; License Commission; Planning Board, Zoning Board of Appeals and Conservation Commission; food inspection, public health, street opening and off-duty police details.

Mr. O’Brien said yesterday he hopes to start some online permit processes this fall, with all departments to be online by June.

He said his administration is completing its evaluation of the software that will be used and he expects to soon sign a contract with ViewPoint Engineering, a Massachusetts-based state-contracted vendor.

The city clerk’s office was a leader in moving in the direction of “e-government,” as it was the first city department to conduct its traditional business over the Internet. People are now able to order birth, death and marriage records online, as well as obtain a license for their dog.

In 2005, the city expanded its online customer service by allowing people to pay various municipal bills via the Internet. Mr. O’Brien said that because the municipal government has been forced to downsize because of the recession and budget constraints, his administration is looking at a greater use of technology and automation to fill the void.

Because many of the city’s customer services involve the issuance of permits, he said, his administration has spent the past 12 months evaluating electronic permit management systems.

“In order to meet or exceed customer expectations and to compensate for our reduced work force to carry out these tasks, we must look for a more efficient means of response, such as the use of technology and automation,” Mr. O’Brien said. “We continue to pursue all means to improve our services to our citizens, organizations and businesses as we adapt to leaner and leaner times, with fewer and fewer available resources.”

In addition to making it easier for the public to obtain permits, the electronic system will enable the city to manage its permit reviews, approvals and inspection processes.

The manager said departments will be able to seamlessly track, control, monitor, schedule and report on elements of permit and license issuance and inspections. He said such concurrent electronic reviews by departments will save time for both the customer and city.

Mr. O’Brien said program costs — which include configuration and deployment, the self-help customer kiosks and all associated departmental needs, such as laptops, scanners and printers — are contained within this fiscal year’s and previous year capital budgets.