PUBLIC SECTOR | MUNICIPAL OPERATIONS TRANSFORMATION

Unified Municipal Operations and Digital Permitting

A Canadian municipal government required a connected operating environment spanning citizen services, permitting, inspections, planning, by-law enforcement and work management.

Engagement at a Glance

Organization

Canadian municipal government

Industry

Public Sector

Solution

Citizen Services, CRM Modernization, Permitting, Work Management

Platforms

ArcGIS, Microsoft 365, Microsoft Azure, Moneris, Oracle HCM/ERP, Salesforce Public Sector Solutions

OUTCOMES AT A GLANCE

A connected experience designed around the business need

Established a unified architecture for connected municipal operations

Connected citizen-facing services with operational and enterprise systems

Created a scalable foundation for digital permitting and service delivery

ENGAGEMENT OVERVIEW

Understanding the organization and the scope

Organization Profile

The organization delivers municipal services through customer-facing and operational departments. Its service model depends on coordination between citizen intake, planning, permitting, inspections, by-law activity, land development and field work.

Engagement Scope

Solution planning and architecture for a unified Salesforce-based municipal platform, including citizen-facing digital services and integrations with GIS, payments, productivity, human-capital and enterprise-resource systems.

THE CHALLENGE

What needed to change

Several operationally connected municipal functions needed to share reliable information while continuing to work with established enterprise platforms.

Business Challenge

Citizen requests, permits, inspections, planning activity, by-law cases, land-development processes and work orders crossed departmental and technology boundaries. The municipality needed a common architecture that could coordinate these functions without isolating front-office citizen services from operational delivery. The design also had to accommodate bilingual services, digital access, payments, geospatial context and existing corporate systems.

Operational Impact

Without a coordinated architecture, information could remain fragmented between customer-service, planning and operational teams. This would make it harder to maintain consistent status information, connect citizen interactions with field activity and scale digital services across departments.

Key Requirements

A shared citizen and case model; connected permitting, planning, inspection and work-order processes; citizen-facing digital access; bilingual delivery; GIS context; payment processing; Microsoft 365 collaboration; and integration with Oracle HCM and ERP.

THE SOLUTION

How the challenge was resolved

A Salesforce Public Sector Solutions architecture connected citizen services with municipal operations and defined integrations with GIS, payments, Microsoft and Oracle platforms.

Solution Overview

A unified architecture was developed around Salesforce Public Sector Solutions. The design connected citizen and customer records with requests, permits, inspections, planning activities, by-law processes and work orders. Citizen-facing services formed the digital entry point, while ArcGIS supplied geographic context. Integration responsibilities were defined for Microsoft Azure, Microsoft 365, Oracle HCM and ERP, and Moneris payments, creating a coordinated model rather than a collection of isolated applications.

DELIVERY APPROACH

From requirements to a coordinated release

Delivery Management

Assessed the municipal process landscape; documented cross-department dependencies; supported solution architecture; defined integration boundaries; aligned citizen-facing and internal workflows; and coordinated business and technical stakeholders.

Process Improvements

Standardized how citizen interactions would enter the platform, connect to the correct operational process and remain traceable through planning, permitting, inspection or work completion.

Platform Integration

ArcGIS for spatial context; Microsoft Azure and Microsoft 365 for enterprise services and collaboration; Oracle HCM and ERP for corporate information; Moneris for payment processing.

TECHNOLOGY AND ARCHITECTURE

Connected platforms supporting the solution

Salesforce Public Sector Solutions provided the municipal CRM and process foundation, supported by API-based connections to GIS, Microsoft, Oracle and payment services.

ArcGIS, Microsoft 365, Microsoft Azure, Moneris, Oracle HCM/ERP, Salesforce Public Sector Solutions

Proposed connected municipal-services architecture linking digital intake, core operational processes and established enterprise platforms.

BUSINESS OUTCOMES

What the engagement enabled

The engagement established a coherent architectural direction for connected municipal operations, aligned citizen-facing services with back-office delivery and created a scalable foundation for future digital permitting and municipal-service capabilities.

Planning a similar transformation?

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