While government agencies have long struggled with outdated, inefficient processes, many are looking to modernize to meet rising demand and improve the citizen experience.
Limited budgets and staffing shortages further complicate agencies’ ability to enforce or comply with evolving regulations. Paper-based approaches or limited automated processes have become increasingly unsustainable, pushing agencies to find smarter ways to scale services while maintaining compliance with regulatory requirements.
The North Carolina Department of Environmental Quality (NCDEQ) is a strong example of how thoughtful modernization through centralizing data, automating high-volume processes, and keeping employees actively involved can deliver measurable results. Through its partnership with Laserfiche, NCDEQ transformed key operations, most notably its construction permitting process, recovering more than $1.2 million in backlogged permit fees while significantly reducing processing time.
Paper Permit Paralysis
NCDEQ is responsible for protecting North Carolina’s air, water, and natural resources. A critical part of this mission involves ensuring appropriate stormwater and erosion controls for new construction and development projects. Historically, the agency’s 11 divisions relied on paper-based permit applications supported by disconnected email systems and shared drives. Developers submitted applications, renewals, and payments by mail, creating a slow, error-prone process.
At the same time, each division managed its own records, resulting in duplication, fragmented data, and inconsistent practices. These silos made it difficult to verify compliance and track permits and collect required fees. NCDEQ recognized that addressing these challenges required more than small improvements. Modernizing the permitting process meant rethinking how data was managed and shared across the entire department.
Building a Foundation of Smart Data Management
When Chief Data Officer Miriam Patrocinio joined NCDEQ, she prioritized unifying departmental data as the foundation for digital transformation. Working with Laserfiche, her team built a centralized system designed to connect information and simplify regulatory compliance for citizens, landowners, developers, and staff.
Employee engagement played a key role throughout the transformation. By involving staff and understanding how they accessed and used information, the team ensured that automated processes aligned with operational needs. Patrocinio then developed a four-phase plan to modernize data management:
- Assess existing data repositories to identify gaps and inefficiencies.
- Implement integrations, including centralized search across Laserfiche and SharePoint.
- Establish consistent standards for data governance and management.
- Develop resources to improve access to environmental information.
As phases were completed, NCDEQ eliminated redundancies and created a centralized collaboration framework. Improved search functionality allowed staff to quickly locate documents across systems. Integrations also connect permit and environmental records with geographic information systems, enabling data-driven decisions.
Modernizing the Construction Permit Process
With a strong internal data foundation in place, NCDEQ transformed its construction permitting workflow, one of the agency’s most complex and high-volume processes. Paper applications and manual handoffs were replaced with online forms that automatically move through review and approval stages. Applicants and staff gain real-time visibility into permit status, reducing delays and uncertainty.
Automated notifications and renewal reminders support agency compliance needs, while reduced manual data entry improved accuracy throughout the permit lifecycle. By freeing staff from administrative tasks, employees could focus on higher-value work and contribute their expertise to continuous improvement.
The results were significant. NCDEQ recovered more than $1.2 million in backlogged permit fees, reduced staff time spent on permitting by 73 percent, and accelerated construction timelines for residents and businesses while maintaining strong environmental protections. Beyond permitting, the agency’s broader digital transformation has enabled it to track approximately $5 billion in federal grant requests, expanding access to infrastructure and environmental funding statewide.
Technology as a Tool for Community Progress
NCDEQ’s approach stands out because technology was treated to support the agency’s mission rather than an end in itself. The organization implemented digital tools to strengthen environmental stewardship, improve compliance, and enhance public service.
Trust is central to effective government. By standardizing data management across all eleven divisions and making more environmental information available online, NCDEQ is improving transparency and accountability. Responsible data governance, combined with public access, helps build confidence and ensures modernization delivers long-term value.
Building Smarter, More Responsive Government
NCDEQ’s transformation reflects a broader shift across the public sector. As agencies face rising expectations, growing complexity, and limited resources, modernizing legacy processes is essential. Success came not from technology alone but from a combination of data, processes, technology, and people.
By engaging employees in design and implementation, NCDEQ ensures new systems reflect real operational needs and practical workflows. Staff input shaped the centralized data model and automated permitting processes and increasing adoption. Technology became an enabler, while people remained central to change.
Through centralized data management, streamlined processes, and automation supported by a human centered approach, the agency improved efficiency and strengthened trust and transparency. For agencies seeking to do more with less while better serving their communities, the path forward is clear: Build a strong digital foundation, align technology with purpose, empower people, and let data drive smarter decisions.
The author, Andy MacIsaac, is Senior Strategic Solutions Manager for Government at Laserfiche.