Case Study: City of Salem, MA increases permit applications and expands permit types with OpenGov

Salem, MA, Sees Jump in Permit Applications After Exorcizing Old Software Inefficiencies

The City of Salem, MA struggled with inefficient, custom on-premise permitting software that made workflows inflexible and hard to update as needs changed. Working with OpenGov and its Permitting & Licensing solution, Salem needed a more adaptable way to manage permits across departments and simplify a process that had become overly complex.

OpenGov helped Salem move permitting to the cloud, streamline workflows, and create a single permit for service stations and repair garages instead of five separate permits. The city expanded from 40 to 67 permit types across eight departments, and since going live has processed over $1 million in permit application fees. OpenGov also enabled online renewal notices and payments, improving efficiency, transparency, and the overall applicant experience.

City of Salem, MA

Matthew Killen

Chief Information Officer