City of Hamilton launches new online services portal

Written By Mike Wooder

The new customer service portal provides streamlined access to digital submission and tracking of applications, permits, licences, and by-law complaints

The City of Hamilton is launching a new self-service online customer portal to provide a one-stop shop for applying to and completing applications and permits. It will provide faster, easier access to City services for residents and businesses.

Following the 2024 cybersecurity incident, the City maintained services using interim solutions while planning for a long-term replacement. The new system reflects that work, delivering a more modern, reliable and efficient experience for users. The new Planning, Permitting, Licensing and By-law (PPLB) System modernizes how services are delivered, making processes more efficient and improving communication with customers.

‍Residents can apply for permits, licences, and approvals more quickly through the new online system available 24/7. Users will be able to submit applications, track progress in real time and receive updates without needing to follow up.

This new online customer portal is part of the City’s broader commitment to strengthening systems and delivering better customer service.

The new system will deliver a range of service improvements, including:

  • ‍Online submission and tracking of applications, permits, licences, and by-law complaints

  • Streamlined and automated workflows

  • Faster application processing times

  • Automated notifications and status updates for applicants

  • Improved routing of applications, comments and information between City divisions and external agencies;

  • Better inspection, permit and licence tracking from application to completion, renewal or expiry;

  • Reduced manual processes and duplicate data entry;

  • Improved reporting and analytics to help identify bottlenecks and support service improvements; and

  • A more transparent and accessible customer experience, with real-time status tracking and 24/7 online access

All and all, the new PPLB system will deliver clear benefits for users, including faster processing times and fewer delays, real-time status updates and automated notifications, 24/7 access from any device along side reduced paperwork and fewer in-person visits.

‍To learn more and to access the City’s new PPLB customer service portal, please click here.

Mike Wooder
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