Strategic Context
A municipal government faced long permit processing times and low citizen satisfaction due to fragmented permitting workflows. Leaders needed a citizen-facing improvement that could be delivered with compliance confidence and measurable service impact.
Initiative
Deploy a unified digital permitting portal with workflow automation to reduce processing time, improve service transparency, and increase digital adoption.
KPIs Targeted
- Permit Processing Time
- Citizen Satisfaction (NPS)
- Digital Adoption Rate
Modeled Value (Before DPI)
- Processing Time Reduction: 20% | 40% | 60%
- Citizen Satisfaction Increase: 8 | 15 | 25 points
- Digital Adoption Lift: 10% | 25% | 40%
Partial monetization (cSROI) applies; citizen satisfaction is treated as non-monetary SROI.
Feasibility Assessment
- Technical (4/5): Strong IT foundation
- Organizational (2/5): Cross-agency alignment required
- External (4/5): Compliance met; no external blockers
Overall Feasibility Score: 3 | Delivery Probability: 0.75
DPI Result and Funding Decision
- ROI Score: 5
- Feasibility Score: 3
- DPI: 15 (High Priority)
Funding Recommendation: Fund Now
Rationale: High public value impact, strategic visibility, and quick wins despite alignment complexity.
Results
Processing time decreased by 38%, citizen satisfaction increased by 13 points, and digital adoption increased by 23%. The initiative delivered credible citizen-facing value while creating a scalable foundation for broader service digitization.
Enterprise Insight
Citizen-facing SROI initiatives generate reputational and trust value that can outweigh purely financial measures—especially when service reliability and transparency are visible to the public.