Follow this agency’s digital transformation journey and how System Automation helped streamline licensing operations and improve user experience for the Macon-Bibb County’s Tax Commissioner’s Office.
Assessing the Situation
Macon-Bibb County, Georgia is responsible for issuing thousands of licenses each year.
- In previous years, business owners would either visit a local office to request license applications or request forms to be sent to them by snail mail.
- Once the applications were submitted, the paperwork and approvals required weeks and even months for county staff to process. It got even more hectic when the county was required to perform alcohol licensure.
- Further, with the onset of COVID-19, the Macon-Bibb County Tax Commissioner’s Office found itself facing new policies that required limiting face-to-face transactions. Like many operations both in the public and private sector, the old way of conducting business would need to be upgraded to meet a “new normal.”
Taking a Look in the Mirror
By evaluating their existing processes and system, Macon-Bibb County’s Tax Commissioner’s Office identified several key areas keeping their agency from operating at its full potential.
- The process was too manual, subject to human error, and paper-reliant
- Approval time for some licenses averaged two to three months
- The office had no way to accept or process applications online
- Existing software was inadequate, feature-poor, and unscalable
- The user interface (UI) was difficult to navigate
- Payments were processed separately and there was no simple way to handle recurring or prorated payments
Government regulatory agencies large and small are investing time and energy into processes and systems in fulfilling their mission of protecting the public.
Unfortunately, many experience frustration, waste, and headaches versus elevating the quality of the professions, commercial practices, or environment they are tasked to protect.
Follow Macon-Bibb’s Journey
See the next installment to learn more about how System Automation helped this agency achieve significant results, including:
- 24 hours – License Approval Time
- Immediate Payments – Collected at Application Submission
Follow each step of their journey:
>>Part 2: Licensing Approval Achieved in 24 Hours
>>Part 3: Licensing Agency Quickly Implements Robust Solution