Use case · Local government
Four officers for 34 municipalities, and nine services still on paper
A rural community of municipalities processes planning permissions, grant applications from associations, after-school enrolments and waste bin requests. Nine services, 6,200 files a year, and a four-person team spending half its time chasing missing documents.
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The starting point
The time does not go into processing, it goes into chasing
A planning file arrives incomplete nine times out of ten. The officer sees it on opening, writes a letter, waits, chases, receives one document, asks for another. Processing itself takes an hour; the back and forth takes six weeks.
- ≈ 55% of officer time spent chasing documents
- Residents have no view of their file, so they call
- Paper forms are re-keyed by hand
- The 34 municipalities cannot see files from their own area
What gets deployed
Prevent the incomplete file rather than chase it
- 01
One page per service, with its form
Each service gets a public page in plain language, with the list of documents and the submission form. Published on the community's own domain, without going through the website agency.
- 02
The form refuses the incomplete
Required documents are required: the submission does not go through without them. That is the change that matters, because it removes the cause instead of speeding up the cure.
- 03
Automation takes the remaining chasing
When a document is still missing, the workflow chases at D+7 and D+21, alerts the officer at D+30, and closes the file at the statutory deadline — telling the resident.
- 04
Each municipality sees its own area
A member mayor reads the files from their municipality, without seeing the other 33. The processing team sees everything.
What it moves
What the setup targets
- ≈ 55% → 15%
- of officer time spent chasing
- 0
- files filed without their required documents
- −4 weeks
- off processing time, at constant headcount
- 34
- municipalities with access to their own files
Go further
The building blocks used
Web pages
Publish campaign and service pages from your CRM, with no developer.
DiscoverWeb forms
Forms on your site that feed directly into the CRM.
DiscoverAutomation workflows
A trigger, conditions, actions — across every hub at once.
DiscoverCustom objects
Your business applications, with no development: properties, case files, contracts, with segments and automations.
DiscoverTickets & SLAs
Requests tracked, deadlines kept, delays made visible.
DiscoverFAQ
Frequently asked questions
Are residents without internet excluded?
No. The counter and the phone continue: the officer files on the resident's behalf, in the same form. The online channel is added to the others — and it is what frees the time to receive the rest.
Can we connect our planning software?
Yes. Submission and tracking happen here, statutory processing stays in the specialist system, fed by the API or an automation workflow.
How long to put a service online?
Half a day for the first, an hour for the next: the page, the form and the chasing workflow are duplicated.
Can four people really absorb 34 municipalities?
That is exactly the point: requests arrive qualified and sorted by municipality and type, acknowledgements and document requests go out on their own, and the team only handles the casework. The volume does not change; the sorting disappears.
Do member municipalities get their own view?
Yes: each one sees its own requests, delays and statistics, without seeing the others'. The intermunicipal body keeps the consolidated view to manage the load.
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