CivicWorks Permit Portal

Business problem

Permit applicants and reviewers both struggle with the same generic-status problem: "pending" doesn't say whether an application is waiting for a reviewer, actively being reviewed, or stuck on a missing document — which drives status-check phone calls that a traceable, specific status would prevent.

Users & stakeholders

• Constituents applying for residential, commercial, or special-event permits
• Reviewers assigned to applications by permit type
• Office administrators monitoring SLA and queue load
• Applicants responding to deficiency requests

Proposed system

CASSINI modeled application status as a specific pipeline (Submitted, Reviewer Assigned, In Review, Deficiency, Approved) instead of a single "pending" state, and separated SLA-status tracking so office staff can see which applications are at risk of missing a service-level target independent of their review stage.

Public-facing experience

The public site leads with a guided eligibility path rather than a static list of permit types and PDF forms, and makes status checking a first-class action via reference number, in plain language rather than internal jargon.

Admin / operations experience

The application queue is a kanban because review genuinely moves through discrete stages reviewers act on. Applications overall are a table with an SLA-status column because administrators need to scan age and risk across the full caseload. Deficiency requests are a checklist because the operative state per item is binary: requested or received.

Workflow & integration model

SLA status is tracked independently from review stage, because an application can be in a normal stage (In Review) while still being past its service-level target — collapsing the two would hide applications that need administrative attention.

CASSINI capabilities demonstrated

Demo disclosure: CivicWorks Permit Portal is a fictional organization created by CASSINI to demonstrate an end-to-end system build for the government / public sector industry. It is not a real client, and no real people, records, or performance metrics are represented here.