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City of Doral, Florida

Automated Permit Processing

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Processed Permits






The city of Doral, Florida has an elected council responsible for passing ordinances and resolutions, analyzing and issuing permits, adopting the annual budget, appointing the City Manager, City Clerk and City Attorney. They decided to use Voicent to automate their permit processing, saving them over $100k a year.

      The City of Doral occupies an area of 15 square miles bordered on the west by the Ronald Reagan Turnpike, to the north by the Town of Medley, to the east by the Palmetto Expressway and to the South by the City of Sweetwater. The City of Doral offers a wide range of services through its departments including the Office of the City Manager, Office of the City Clerk, Finance Department, Community Development Department, Public Works Department, Parks and Recreation Department, and Police Department. Described as the premier place to live, work and play, our many assets provide for a superior quality of life in an urban center known for its commerce. To serve our community by relentlessly pursuing the highest quality of life through the delivery of efficient, sustainable, transparent, ethical, and accountable government.

The Problem

The City of Doral, Florida would allow their citizens to call a telephone number and speak with a live representative to manually process permits over the phone. The live agent would update permits, cancel permit applications, and allow the citizen to access the cost of a permit online. Permit processing is very tedious work and the City of Doral believed the amount of work it required was an inadequate towards the amount of work that needed immediate attention. The process was becoming a burden and the City of Doral sought automation.


"We were in the predicament of either hiring additional employees to tackle permit processing or finding an alternative."

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"By automating everything, we are now able to serve everyone who calls us for a permit request without even picking up the phone."

The Solution

     "Luckily, we had heard from one of our colleagues about software which are compatible with our situation. We had stumbled upon Voicent and we were instantly impressed by its solutions. We gave them a call and were given the best course of action for our situation. They even asked about our existing software to see if we can integrate properly! They integrated their IVR Studio into our Perconti Data Systems permitting platform to automate the entire cities permit processes."

     "Using Voicent's IVR Studio, we were able to take advantage of Perconti Data Systems JSON API to allow the telephony application to interact with the systems server to authenticate permits, process new permits, allow citizens to check the status of a permit and more. It also handled multiple permit requests simultaneously as well as a handful of different permit scenarios, which was superb. This automation not only reduced the interaction time a citizen would have had to spend on the telephone with a live agent, but also enables the city to focus their resources on more important tasks, thus creating an overall better community. From using an old-school system that involved live agents, to a fully automated system, Voicent has surpassed our expectations and delivered a truly computerized inbound permit processing system which fits our needs accordingly."

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