How Brunswick County, NC Is Managing Coastal Growth with Smarter Service

Brunswick County, North Carolina, sits between Wilmington and Myrtle Beach, offering both coastal beauty and economic opportunity. It’s one of the fastest-growing counties in the country, with a population that has nearly doubled since 2000 and projecting more than 200,000 residents by 2030. New neighborhoods, expanding industry, and record-setting development are transforming the county into one of the state’s most dynamic coastal communities.

However, rapid growth often brings complexity. With thousands of new homes, businesses, and infrastructure projects underway, Brunswick County’s Planning and Community Enforcement Department is managing more inquiries than ever, all while maintaining the high service standards their residents expect.

The challenge wasn’t a lack of expertise - the county’s staff bring deep knowledge of zoning, land use, and code enforcement - the challenge was scale. The more the county grew, the harder it became to deliver consistent, timely communication across departments and to the public.

The Challenge: Keeping Pace With Growth

As residential and commercial development surged, Brunswick’s staff faced a familiar challenge: increasing demand without increasing headcount. Emails, phone calls, and walk-ins poured in daily, often asking the same zoning or permitting questions again and again.

Responding to these repetitive requests took valuable time away from high-impact work like inspections, long-range planning, and strategic project coordination. In many cases, staff members developed their own ways of phrasing information, leading to small but important inconsistencies in communication.

It became clear that to sustain their growth and maintain public trust, Brunswick County needed a way to:

• Streamline responses to residents and applicants
  
• Keep communication consistent across staff and departments
  
• Reduce repetitive administrative work
  
• Give staff more time to focus on complex projects and decision-making
  

How Acta Simplified Communication

To help staff work smarter, Brunswick County partnered with Acta Solutions to implement both the Acta Smart Response System and the Acta Operations Manual - two tools that streamline communication without adding complexity.

With the Smart Response System integrated directly into Outlook, when a resident emails with a question about zoning, setbacks, or permits, staff can reply instantly using pre-approved templates that reflect county policies. In addition, all necessary attachments and reference links are added to the email automatically, ensuring that every response is accurate and consistent.

Meanwhile, the Operations Manual gives staff a searchable hub for policies, processes, and step-by-step guidance, helping new and experienced team members stay aligned without sorting through shared drives. The Operations Manual integrates seamlessly into your browser and permitting software, making it easy to answer permitting questions quickly and accurately.

Together, these tools have helped Brunswick County’s planning teams significantly reduce time spent on repetitive tasks, allowing them to handle a growing workload with confidence and clarity.

A Foundation for Sustainable Growth

With Acta, Brunswick County is proving that smart systems can scale alongside growth. Staff are spending less time searching for the right answers and more time serving residents and advancing long-term projects. Public inquiries are answered faster and more consistently, building trust and improving service satisfaction.

As Brunswick continues to expand its housing, infrastructure, and business footprint, the Planning and Community Enforcement Department is equipped to keep pace, ready to meet the demands of growth with efficiency, transparency, and teamwork.

Brunswick County’s story demonstrates what’s possible when forward-thinking local governments embrace tools that work the way their teams do: clear communication, empowered staff, and service that grows as fast as their community does.

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This case study is provided for informational purposes only. The County of Brunswick’s participation does not constitute an endorsement of Acta Solutions or its products.