The permit issuing process at Detroit Water & Sewer Department (DWSD) for new water and sewer connection was paper based. The permit process was very complex due to approval/inspection by various groups within DWSD organization. The successful completion of permit process requires
collaboration of five different groups. The tracing of the permit application status in the middle of process was very difficult. The status of new water and sewer permit connection request submitted to DWSD was achieved by follow up of the paper trail through the five departments, which was
a nearly impossible task for DWSD staff. Malcolm Pirnie developed a custom software solution to meet the unique information sharing needs of DWSD. To provide better customer service, DWSD wanted to know the status of every new connection permit request throughout the entire permitting process.
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