Land Use & Environment Group Business Case Management Program

About the Program

Category: Information Technology (Best in Category)

Year: 2015

The County of San Diego Land Use and Environment Group (LUEG) was saddled with dozens of aging IT applications for permitting operations that no longer provided the functionality needed to meet the needs of staff and customers. In addition, LUEG departments processed permits in silos even though customers frequently had to contact multiple departments to complete the permitting process. To provide better customer service and create a collaborative working environment that empowers residents and county staff, LUEG departments started the Business Case Management System (BCMS) project to replace all permitting IT systems and reengineer its permitting operations based on customer feedback and best practices. LUEG sought to: (1) implement an online portal that allows application submittal, status review, payment, document submittal, inspection requesting and account balance reporting; (2) consolidate redundant and isolated LUEG applications; (3) empower field staff with a highly configurable mobile and wireless solution; (4) and integrate with the County’s paperless document management solution. With such a large number and variety of business functions, a strong governance structure was developed from the onset that included an executive governance group and project management office.