In this episode of the Tyler Tech Podcast, JD Limberger, permitting director for New Hanover County, North Carolina, shares how the county transformed its permitting operation by rethinking the resident experience. Recorded live at Tyler Connect 2026 in Las Vegas, the conversation explores how a fresh perspective on longstanding processes helped uncover opportunities to simplify workflows, improve communication, and create a more responsive experience for residents, contractors, builders, and developers.
The discussion examines how New Hanover County leveraged automation, proactive communication, and continuous process improvement to significantly reduce permit turnaround times, cut call volume nearly in half, and improve operational efficiency across development services. JD explains how automated notifications, embedded instructional videos, and streamlined workflows helped increase transparency, reduce frustration, and free staff to focus on higher-value work.
The episode also highlights the organizational and cultural changes that supported the county’s modernization efforts. JD discusses the importance of empowering staff, listening to customer feedback, and aligning technology with clear service goals. Throughout the conversation, he emphasizes that meaningful transformation begins with understanding the resident experience and being willing to challenge assumptions, simplify processes, and continuously improve how services are delivered.
This episode also highlights emerging strategies for building efficiency in the public sector, with insights into how agencies are using technology and process improvements to do more with existing resources.
· Download: How Governments Build Efficiency at Scale
And learn more about the topics discussed in this episode with these resources:
· Download: AI for Impact: Proven Results for Government
· Download: AI Adoption in Permitting & Licensing: A Practical Guide
· Download: E-Book: AI Built for Local Government
· Download: Building a Resilient Government
· Download: Improving Transparency With Enterprise Software
· Download: How to Create a Unified Digital Payment Experience
· Download: Modern Governments Live in the Cloud
· Read: Permitting Software for Government: 8 Features You Need!
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