Case Study: City of Ottawa modernizes permitting and licensing with Computronix POSSE LMS

City of Ottawa cuts service desk volumes 40% with Computronix

The City of Ottawa, Canada's capital, faced the challenge of modernizing its 20-year-old Municipal Application Partnership (MAP) software for building code services. The legacy system was end-of-life and lacked web-based interfaces, requiring a robust solution to efficiently process land development and permitting applications for its population of over one million. The city selected the POSSE PLS (Permitting and Licensing Software) solution from vendor Computronix to replace, modernize, and enhance its processes.

Computronix implemented a phased approach with two go-live events, successfully launching a new system that included a 24/7 self-service citizen portal. The solution provided bilingual, AODA-compliant access, secure online payments, and automated workflows, meeting over 2,300 business requirements. The results were significant, including a 40% decrease in service desk volumes and a reduction of a 15-step intake process to a single step, leading to rapid adoption and high user satisfaction.

City of Ottawa