Case Study: The City of Hilliard, OH achieves faster, digital permitting and licensing with OpenGov

How The City of Hilliard, OH Overcame Hard Times With Digital Permitting and Licensing

The City of Hilliard, OH needed to replace a manual, paper-based permitting and licensing process that left plans and permits scattered, required staff to key in data by hand, and created long delays, frustrated residents, and burnout for frontline employees. Before OpenGov, the city had limited transparency for the public, difficult payment workflows, and permit times that could stretch to 4+ weeks.

OpenGov implemented a digital permitting and licensing solution that let Hilliard move submissions, approvals, and payments online with a gradual rollout for easier adoption. The result was a major drop in front-counter traffic, with more than 90% of payments now coming in digitally and fewer than a dozen daily visits for help; the city also gained the ability to issue instant permits for simple applications, improving efficiency and freeing up staff time, with Ralley estimating the automation opened up at least half of an FTE.

The City of Hilliard, OH

Dan Ralley

Assistant City Manager