Case Study: Franklin County achieves a modern, self-service permitting experience with Granicus SmartGov

Franklin County, OH reimagines permitting and the citizen experience

Franklin County, OH needed to replace its on-premises permitting system after the software company went out of business. The old process forced residents to apply in person or by mail, pay only by check or money order, and caused staff to spend extra time fixing incomplete or inaccurate data. Franklin County turned to Granicus and its SmartGov™ platform to modernize the permitting experience.

Granicus implemented SmartGov™ to create an online customer portal where citizens can submit permits, upload drawings, and pay entirely online. The county also adopted automated reports and mobile tools for staff and inspectors. As a result, permit volume more than doubled over four years, rising from 1,831 in 2018 to 4,091 in 2021, while improving efficiency and citizen satisfaction. Franklin County also gained remote-work capability and the flexibility to expand the solution to commercial permitting.

Franklin County

Jonathan Lee

GIS Manager