Elkhart, IN Improves Efficiencies with Integrated Software from CivicPlus®
Keys to Project:
Integrability, customer service, modern technology
City:
Elhart, IndianaPopulation:
53,801
Challenge:
The leaders at Elkhart, Indiana need a community development technology solution that was easier to use and more flexible with better customer support.
Solution:
The City added the CivicPlus Community Development software to its teach stack, which already included the CivicPlus 311 CRM software.
Result:
The City had previously turned to CivicPlus to help solve a resident engagement and request management process, so it relied on its technology partner for the use of its integrable Community Development tool.
Home to over 50,000 residents and located 15 miles east of South Bend, Elkhart, Indiana, is home to a vibrant, diverse, and unique community. The City offers engaging experiences in recreation, arts, culture, and a charming downtown with botanical gardens, boutiques, parks, a river walk, and more, providing visitors and residents with a real sense of what makes this City special.
Streamlining Processes with the CivicPlus Community Development Solution
Before transitioning to CivicPlus, the City of Elkhart, Indiana, sought a technology solution for its community development processes that was easier to use, more flexible, and had better support than its vendor at the time. Implementing CivicPlus’ Community Development software made the most sense as the City was already using CivicPlus’ 311 CRM software at the time.
Since implementing the CivicPlus Community Development solution, Elkhart staff have enjoyed the ability to streamline processes, which has fostered improved collaboration and generated organizational efficiencies.
Everything is in one place now, which is very helpful. We were doing things in multiple places before so it’s more of a streamlined process. Building inspectors are starting to utilize the inspection tabs within the permitting system and communicate back and forth with the contractors. Now, when a contractor calls in to see where they are with their inspections, everything is in one place, and any of us in the office can pull it up. Before, they were just doing Excel sheets and PDF documents, and we didn’t have visibility into them. There has even been improved communication between departments, such as when permits and projects need to be reviewed by multiple departments, such as the Fire Department and Zoning Department. In addition, this program provides one platform in which we can all do our approvals, see who has approved it, and know when and if they need more information. So that’s been extremely helpful.
Aimee Lattimer
Customer and Executive Services Manager for the Office of Building and Code
When asked how the solution has impacted growth and efficiency outcomes, Lattimer said, “Already, our permitting process and review times are moving quicker than before. People are getting their permits faster, and construction is starting quicker.”
311 CRM Improves Communication and Connections with Residents
Elkhart implemented CivicPlus’ SeeClickFix 311 CRM solution in 2020 and has since seen resident engagement increase while also realizing staff benefits such as receiving fewer phone call complaints. The request-handling processes have yielded impressive results across the board:
Since implementing, Elkhart received 9,126 requests into the 311 CRM system and has resolved over 98% of those requests.
The City of Elkhart was seeking an opportunity where its constituents could experience a ‘one-stop-shop’ where customer service and staff could be held accountable for its services. Elkhart is a City with a heart that takes priority in addressing each concern within 24 hours, and [CivicPlus] allowed us the opportunity to provide better communication, services, and connections with constituents of Elkhart.
LaShawn Brooks
Coordinator for MyElkhart311
Ready to Learn More?
Take a self-guided tour of our software solutions.