Case Study: Town of St. Marys achieves seamless e-permitting and sustained high customer service with Cloudpermit

St. Marys and Cloudpermit maintain and deliver a high standard of customer service

The Town of St. Marys, a 7,000‑resident municipality in southwestern Ontario, faced the challenge of maintaining high standards of customer service during COVID‑19 while moving away from a largely paper‑based, face‑to‑face permitting process (previously about 95% paper). To address social distancing, potential office closures and the need for safer information exchange, the town turned to Cloudpermit’s e‑permitting software.

Cloudpermit implemented an online permitting solution with a soft launch for the town’s busiest builders and new residential projects two months before a full rollout in early 2021, using built‑in communication tools and hands‑on vendor support to help less digitally inclined applicants transition smoothly. The result: Town of St. Marys successfully shifted from paper to digital permit applications while preserving personalized customer service, supported by Cloudpermit’s responsive implementation and scalable platform for municipalities of varying sizes.

Town of St. Marys

Jason Silcox

Building Inspector