Enterprise Permitting & Licensing Offboarding Initiative: 2026 Restart

Standardizing the go-live to steady-state transition to improve client satisfaction and create referenceable outcomes

Goals

  • Increase post go-live satisfaction (CSAT) and reduce negative surprises
  • Accelerate adoption and time to first value for permitting teams
  • Identify and graduate reference-ready clients systematically

What Is Changing

  • Clear gates, owners, and artifacts for offboarding
  • EPL-specific readiness and cutover controls
  • Closed-loop feedback and recovery playbooks
Context

Why This Matters

Client outcomes are decided after go-live

Where Confidence Is Won or Lost

  • First 30 to 90 days are where confidence is won or lost
  • Operational friction (tickets, confusion, rework) drives dissatisfaction
  • When value is not confirmed, referenceability stalls

Failure Patterns We Are Addressing

  • Inconsistent handoff to Support and unclear ownership
  • Go-live readiness gaps (devices, access, payments, eReviews)
  • Feedback collected but not consistently closed-looped

Success Definition (Leadership View)

  • Clients feel prepared on day one (training, access, devices, workflows)
  • Stable production and clear support path within the first month
  • Documented outcomes and a defined path to references and success stories
Operating Model

Target State. Offboarding 2.0 Operating Model

Gated completion. Clear owners. Auditable artifacts.

Go-Live Readiness
  • Client readiness questionnaire (EPL specific)
  • Training coverage and role readiness
  • eReviews, payments, mobile readiness checks
  • Go or no-go sign-off inputs
Cutover Control
  • Production cutover tracker and communications log
  • Data, integrations, and environment validation
  • Defined prerequisites and completion evidence
  • Production cutover sign-off
Stabilization (30/60/90)
  • Weekly cadence and action tracker
  • Case review and triage discipline
  • Exit criteria for stable production
  • Detractor recovery workflow
Transition + Value
  • Implementation-to-support handoff summary
  • Value realization summary
  • Reference readiness scoring
Deliverables

What We Are Delivering. EPL Offboarding Toolkit

Standard Templates (Word Pack)

  • Initiative kickoff intake and current-state discovery questionnaires
  • EPL project offboarding plan and gated checklist
  • Client go-live readiness questionnaire (EPL, eReviews, payments, mobile)
  • Production cutover tracker and communication log
  • Support transition call agenda plus mutual sign-off
  • Implementation-to-support handoff summary (single page)
  • Stabilization notes, detractor recovery plan, value capture, reference readiness score
  • RACI starter for Implementation, Transitional Services, Support

Expected Benefits (Pilot Hypotheses)

  • Fewer go-live surprises through readiness gates
  • Cleaner transition to Support with reduced rework
  • Faster stabilization and clearer accountability
  • More consistent feedback capture and follow-through
  • Repeatable pathway to reference and success stories

Implementation Scope Anchors (EPL)

  • Permits, Plan, Code, Business Licenses, Professional Licenses
  • Citizen facing: Civic Access, Enterprise Service Requests, eReviews
  • Payments and cashiering readiness and reconciliation planning
  • Mobile readiness for inspections and code enforcement
Metrics

How We Will Measure Success. Closed-Loop Operating Cadence

Leading Indicators (Move CSAT)

  • Readiness gate pass rate (access, training, eReviews, payments, mobile)
  • Open critical issues at cutover (count and severity)
  • First 30-day support volume and time to resolution
  • Stabilization exit criteria met on time (30/60/90)
  • Close-loop SLA for passives and detractors

Lagging Outcomes (Report)

  • 30-day implementation experience CSAT (pulse)
  • 90-day confidence and adoption check
  • Escalation rate during stabilization
  • Reference readiness rate and success story pipeline

Operating Cadence

  • Weekly: stabilization review, open issues, and client action plan updates
  • Bi-weekly: detractor review and root cause taxonomy updates
  • Monthly: leadership readout on CSAT trend, stabilization health, and reference pipeline
Pilot

90-Day Pilot Plan and Leadership Asks

Pilot Timeline (90 Days)

Weeks 1–2
Define + Baseline
  • Select pilot cohort
  • Baseline CSAT and early-life support signals
  • Finalize v1 gates and artifacts
Weeks 3–6
Run + Enable
  • Execute readiness and cutover controls
  • Stand up reporting and close-loop workflow
  • Coach teams and refine templates
Weeks 7–12
Stabilize + Scale Plan
  • Track stabilization outcomes
  • Driver analysis on feedback themes
  • Finalize scale recommendations

Leadership Decisions and Support Needed

  • Approve pilot cohort selection and required participation from Implementation, Transitional Services, and Support
  • Confirm standardized gates and required artifacts as the EPL minimum standard
  • Enable access to CSAT and early-life support metrics for reporting
  • Align on reference readiness criteria and marketing handoff pathway