Case Study: San Diego County Regional Airport Authority achieves paperless, minutes-long permit processing with Smart Communications' SmartIQ

Transforming Complicated Forms Into Adaptive Interviews

The San Diego County Regional Airport Authority, which manages San Diego International Airport, faced a cumbersome, paper-heavy permitting process for taxis, limousines and shuttles—applications ran 24 to 75+ pages, the agency mailed thousands of pages (about 30,000 printed), handled over 700 permits in 2017, and saw fee processing take 30–90 days with in-person payments limited to three days a week. To modernize this process the Authority engaged Smart Communications, adopting SmartIQ and DocuSign Guided Forms to replace static paper forms with adaptive, digital interviews.

Smart Communications implemented SmartIQ-powered Guided Forms so applicants receive personalized links, complete dynamic interview-style applications (including mobile uploads), and sign and pay online via DocuSign. The project went from concept to rollout in just over six months; in the first six months the Authority sent ~450 application links and permitted 820 vehicles. Average processing time fell from weeks to about 10–20 minutes, signing and payment now typically occur in under an hour, more than 80% of customers use mobile, and staff time and errors were dramatically reduced—enabling faster approvals and potential expansion of Smart Communications’ solution across other departments.

San Diego County Regional Airport Authority

Kimberly DeYoung

Project Manager