Every year, the federal government issues hundreds of thousands of permits across industries, from environmental and wildlife approvals to building construction and use of public lands. These permits play a big role in economic development, public safety, and environmental protection. Yet navigating the federal permitting process remains a complex, time-consuming, and often confusing experience for citizens and organizations across the country.
It’s never been more urgent to modernize permitting systems, especially as regulations evolve, agency staffing changes, and citizens demand an easy, “touch-free” experience. Agency leaders can reduce delays, improve transparency, and deliver better services by embracing streamlined, technology-driven solutions – including AI-driven solutions.
On May 21st, NuAxis and our partners at ServiceNow brought together permitting professionals, tech architects and CX professionals for a workshop to identify key challenges in the permitting lifecycle and explore solutions. The discussion spanned the full permit journey—from pre-application to renewal—highlighting how modernized permitting systems can alleviate common frustrations and accelerate outcomes.
Missed the session? No problem! Read on for our biggest lessons learned.
Lesson 1: Provide Clear Guidance
For many applicants, the permitting process is confusing before it even begins. Common questions like, “Do I need a permit for this? If so, where do I go to get it? Is the permit handled at the local, state, or federal level?” can quickly spiral into a maze of agency websites, conflicting information, and dead ends. Without clear direction, even well-intentioned applicants can waste valuable time and resources trying to figure out their first step. This lack of clarity creates early friction in a process that’s already perceived as burdensome.
To solve this, agencies must invest in tools that guide applicants from the start. Starting the process with clarity doesn’t just benefit the applicant—it makes the entire system more efficient and responsive.
Solutions
- Implement AI-powered intake assistants to guide users to the correct agency or permit type based on natural language inputs.
- Design a centralized entry portal with clear navigation and permit discovery tools.
- Include interactive FAQs or chatbots to address common starting-point questions.
Lesson 2: Support an Easy and Accurate Application
Once citizens find the right place to apply, the next hurdle is getting the submission right. One of the most persistent challenges in the permitting process is missing or incomplete documentation. Applicants may submit forms with missing fields, outdated information, or forget to include key attachments, all of which can lead to delays, repeated outreach, and frustration. On the agency side, inconsistent intake processes, including accepting applications by mail, email, or different online portals, add another layer of complexity that slows down routing and review.
Implementing the right tools and simplified processes that proactively support applicants facilitates more accurate applications, the first time. User-centered research and HCD best practices can be a big help at this part of the process by documenting user journeys and finding ways to help along the way. A thoughtful, streamlined, supportive process can turn a fragmented intake experience into a smoother, more transparent process for everyone involved.
Solutions
- Design the permitting system with a simple, user-friendly interface that walks users through the application step-by-step, using plain language.
- Use AI pre-checkers to flag missing fields or documents in real time.
- Standardize application forms and make them adaptable across digital and mail-in platforms.
- Provide a permit status tracker (like the Domino’s Pizza Tracker!) with real-time updates and clear expectations.
Lesson 3: Improve Communication and Collaboration Throughout
Effective communication is the backbone of any streamlined process, but it’s also one of the most common points of failure. During the review and issuance phases, communication gaps between applicants and agencies or between agency staff can lead to confusion, missed deadlines, and costly delays. Applicants are often left wondering, “Where is my application?” Meanwhile, reviewers may struggle to coordinate with colleagues, track application status, or even identify who’s responsible for the next step. These disconnects can create inefficiencies and frustration on both sides.
To close these gaps, agencies must adopt smarter, more structured communication systems that allow for fast responses and visibility every step of the way. With the right tools and collaboration frameworks in place, agencies can move from reactive firefighting to proactive, coordinated action—ultimately improving both speed and service quality.
Solutions
- Deploy SLA-backed notifications to keep all stakeholders informed without overwhelming them.
- Enable parallel review workflows to reduce bottlenecks where multiple approvals are needed.
- Introduce an internal agency dashboard with escalation protocols and status visibility for reviewers.
Lesson Four: Evolve Processes with Technology
Even the most advanced technology won’t fix a broken system. One of the most important takeaways from our workshop was this: if outdated processes remain unchanged, new tools will only automate inefficiency. Many permitting workflows still reflect decades-old procedures, like manual reviews, rigid hierarchies, and paper-based logic, despite the introduction of digital platforms and AI-powered tools.
Without rethinking how the work is done, technology can quickly become more of a stopgap than a true solution. True transformation requires a shift in workflows and mindset to ensure that technology upgrades support modernization, not just replication of the status quo with a few more buttons, clicks, or metrics.
Solutions
- Pair process modernization efforts with technology rollouts—map the workflow first.
- Adopt flexible platforms capable of adapting to evolving laws, requirements, and user needs.
- Promote a culture of continuous improvement, where systems and processes are regularly evaluated and refined.
- Ensure AI is applied thoughtfully, enhancing rather than replacing human judgment, and addressing real user needs.
Modernizing permitting systems and processes is essential for agencies to deliver transparent, user-friendly services while accomplishing mission goals. Technical improvements not only enhance operational efficiency—they also build public trust by making the permitting process more accessible, predictable, and responsive to the needs of citizens.
Need help thinking about your permitting technology roadmap? We can help. Our CX and technology experts can help you improve today and plan for the future.
