How Acta Helped Orlando Streamline Permitting and Save Time

Orlando's permitting front counter staff are expected to deliver accurate, helpful service to every customer while simultaneously managing high-value intake work. As the city's permitting process grew more digital, a steady stream of inbox inquiries added to that workload, and the volume kept growing.

Turnover and unplanned absences made things harder. Without a consistent way to look up accurate information, customers risked getting different answers depending on who they spoke with — leading to escalations that ate up even more of the team's time, especially during the busy summer months.

How Acta Helped

The City of Orlando brought on Acta to give every front counter staff member access to standardized responses for their shared inbox inquiries. Newer staff could handle questions with the same confidence as veterans, without needing to track someone down for an answer.

The team took to it quickly, responding to over 300 inquiries through Acta before completing their first formal training session.

“Acta is super user friendly and helps our staff easily respond to our inquiries that come in through our shared inbox. I’ve heard nothing but positive things about how the solution is working for our team."
- City of Orlando’s Permit Tech Supervisor

The Results

Over the past two months, the City of Orlando's permitting team has used Acta 3,003 times, saving 375 hours and $35,700 in the process.

Work With Us

If your front counter team is facing similar challenges, we'd be happy to walk you through how Orlando got here and what those results could look like for your department. Get in touch and we can go from there.