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The City of Orlando, FL uses Acta to run a smooth front counter

How the City of Orlando, FL uses Acta to deliver consistent customer service outcomes, save money, and save time.

The City of Orlando uses Acta to ensure that all of their front counter permit clerks help customers with standardized information to both save time and reduce escalations. A large team that spanned various experience levels and duties, the front counter staff were expected to provide stellar customer service while tending to their other higher value intake responsibilities. However, as the permitting process continued to become more digitized, the front counter became more inundated with digital inquiries that took more and more time from an already spread-thin team. 

On top of increasing volumes of inquiries that strained staff, staff turnover and staff being out for various reasons throughout the month put further strain on the department–especially during busier summer months. 

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

The City of Orlando had used Acta to respond to over 300 inquiries even before their scheduled training with the Acta team. 

In the past two months, the City of Orlando’s permitting team has used Acta 3,003 times, has saved 375 hours, and $35,700. 

If you want your front counter to operate smoothly and with confidence while saving time and money, please get in touch and we can share our insights on how to deliver similar results for your department! 

Pavani Peri

Co-Founder & COO

Pavani has worked for local government in economic development. In addition to Acta Solutions, she also works with an affordable housing agency.