Today, the Pittsburgh Water and Sewer Authority launches a new online permitting portal where customers can submit permit applications and make credit card payments directly from our permitting page on our website. The tool offers exciting new resources such as automated email notifications, chat discussions, digital permits, and 24/7 access to your user dashboard. The permit applications available during the first phase of the portal include dye testing, hydrant flow tests, hydrant meters, tap terminations, and residential tap permits.
The launch represents an ongoing effort for streamlined water and sewer permitting. On-screen instructions guide applicants through the required submittals by outlining who is responsible for each step. Estimated permit costs and the time to complete the application are generated based on real-time data. Automated emails provide status updates and alert the customer when an application requires action. The 24/7 dashboard allows users to view and download issued permits quickly. Each permit application offers the opportunity to chat with staff if questions arise throughout the process.
“Enhanced customer service, shorter processing times, and greater convenience are all possible through the technology improvements underway at the Pittsburgh Water and Sewer Authority,” said Chief Executive Officer Will Pickering. “Providing our residential and commercial customers with the new permitting portal is an example of how we’re proactively improving the PWSA customer experience.”
In preparation, a cross-departmental team from customer service, engineering, operations, and public affairs have modernized the customer experience through increased staffing, standardized regulations, simplified applications, updated permit checklists, and open lines of communication. The remaining permits, such as development permits and waterline shut permits, will be added in a second phase in early 2022.
“I’m proud of the team for advocating for a better permitting experience for our customers and embracing new technology,” said Lee Haller, Chief of Technology and Performance. The portal is another example of PWSA’s ongoing efforts to improve services for our customers and streamline internal operations using new technology solutions.”
The portal is an online web application developed by CityGrows. CityGrows is a low-cost tool designed to support the business processes of local governments across the country. Learn more about CityGrows on their website.