Case Study: Town of Franklin, MA improves resident access and operational efficiency with OpenGov

Franklin, MA is Changing the Paradigm of Government Service

The Town of Franklin, MA wanted to improve resident service and internal efficiency by moving key town services online, especially dog licensing, which had been handled through paper forms and manual data entry. Working with OpenGov and its Permitting & Licensing product, the town set out to create a more modern, 24/7 digital experience for residents.

OpenGov helped Franklin launch a pilot online permitting system in less than three weeks, allowing residents to apply for dog licenses and vital certificates through a public portal. The town received dozens of applications in the first week, and users reported the process took just a few minutes and saved them at least an hour-long trip to Town Hall, while staff benefited from reduced manual work and faster processing.

Town of Franklin, MA

Jamie Hellen

Deputy Town Administrator