When Eric Landon, Growth Management Director for Citrus County, Florida, faced 90-day permit delays and mounting constituent complaints, he knew something had to change. But instead of rushing into a technology solution, he did something radical: he got in pickup trucks with contractors and asked end users what they actually needed.
In this episode of Civic Innovators, hosts Noam Reininger, CEO of Accela, and Joe Morris, Chief Innovation Officer at Government Technology, sit down with Eric to unpack how Citrus County transformed their permitting operation—processing 20,000 permits and 80,000 inspections annually—into a customer-centric model that launched with barely a complaint.
You'll learn:
- Why Eric believes they're not a building department, but a customer service department
- How involving stakeholders in system selection turned potential adversaries into teammates
- The "soft opening" strategy that lets contractors beta test the new system
- How offering multiple learning paths (YouTube videos, classroom training, and white-glove concierge service) prevented launch chaos
- Why silence from elected officials became the ultimate measure of success
- What's next: expanding service requests across all county departments for true transparency and accountability
This is a masterclass in change management, stakeholder engagement, and putting people before technology. Whether you're facing your own digital transformation or looking to improve constituent services, Eric's practical approach offers a roadmap for making it work.
Learn more at accela.com.
