When the City of Cedar Rapids Building Department partnered with BatStick in early 2025, they were struggling with paper-based processes, long review times, and frustrated applicants. One year later, they've transformed into a model of efficiency with digital workflows and dramatically improved customer satisfaction.
Results at a Glance
The Challenge
Cedar Rapids is a growing city of over 130,000 residents. Their building department was processing approximately 3,500 permits annually, but their paper-based system was creating bottlenecks at every step.
Specific Pain Points:
- Average permit review time of 14 days
- 30% of applications incomplete on first submission
- Hundreds of status inquiry phone calls per week
- Physical storage consuming multiple rooms
- No visibility into workflow bottlenecks
"We knew we needed to modernize, but we weren't sure where to start. The paper was piling up, our staff was overwhelmed, and builders were getting frustrated."
— Jennifer Martinez, Building Director
The Solution
Cedar Rapids chose BatStick after evaluating several permitting platforms. The deciding factors were ease of use, flexibility to match their existing processes, and strong customer support.
Implementation Approach:
Rather than trying to digitize everything at once, Cedar Rapids started with their highest-volume permit types: residential building permits and electrical permits. This represented about 60% of their total applications.
Timeline:
- Week 1-2: System configuration and staff training
- Week 3: Soft launch with select contractors
- Week 4: Full public launch for target permit types
- Month 2-3: Additional permit types added
- Month 4: Complete digital transformation
The Results
Within six months, Cedar Rapids saw dramatic improvements across every metric they tracked.
Processing Time
Average review time dropped from 14 days to 5.5 days—a 60% reduction. Rush permits can now be completed same-day when needed.
Application Quality
Incomplete applications dropped from 30% to less than 5%. Built-in validation catches missing information before submission, saving time for both applicants and staff.
Staff Efficiency
Status inquiry calls decreased by 70%. The online portal lets applicants check their own status 24/7. Staff can now focus on actual review work instead of answering phone calls.
Customer Satisfaction
Post-permit surveys now show 95% satisfaction, up from 68% before BatStick. Common feedback includes "easy to use," "fast response," and "great communication."
"BatStick has transformed how we serve our community. What used to take weeks now takes days. Our staff is happier, our applicants are happier, and we have data to back up what we're doing."
— Jennifer Martinez, Building Director
Unexpected Benefits
Beyond the measurable improvements, Cedar Rapids discovered several unexpected advantages:
- Better data insights: Digital records enable reporting that was impossible with paper
- Remote work capability: Staff can review plans from anywhere
- Improved collaboration: Multiple reviewers can work simultaneously
- Easier compliance: Automated record retention and public records requests
- Professional reputation: Neighboring cities now ask for advice on modernization
Lessons Learned
Jennifer Martinez shares advice for other agencies considering digital transformation:
Start Small
"We started with just two permit types. It let us learn the system without overwhelming our staff or the public. Once everyone was comfortable, adding more permit types was easy."
Train Thoroughly
"BatStick's training was excellent, but we also had our own internal champions who helped colleagues get comfortable with the new system."
Communicate Early
"We announced the changes weeks in advance, held open houses, and created simple guides. Most people adapted quickly, and we had support ready for those who needed help."
Trust the Process
"There were moments in the first few weeks where we wondered if we'd made the right choice. But we trusted BatStick's experience and our plan. By week four, everyone was onboard."
Looking Forward
Cedar Rapids continues to expand their use of BatStick. They recently added planning and zoning applications and are planning to implement the inspection scheduling module next quarter.
"We're never going back to paper," Martinez says. "This is the future of government services, and we're proud to be leading the way in Iowa."
Want similar results for your agency? Cedar Rapids' success story could be your story. Schedule a demo to see how BatStick can transform your permitting processes. Contact sales@batstick.org