Awards

Jordan Lee has played a pivotal role in transforming how the City of Atlanta delivers housing assistance to residents. Recognizing delays and inefficiencies in the city’s housing voucher application process, Jordan led the implementation of a new digital application and case management platform that streamlined workflows, reduced processing times, and improved transparency for applicants.

Impact

• Reduced processing time for housing assistance applications from an average of 60 days to just 15 days.
• Enabled residents to track application status online in real time, increasing trust and reducing call center volume by 40%.
• Improved accessibility by adding multilingual digital forms and mobile-friendly access, resulting in a 25% increase in applications from historically underserved communities.
• Collaborated with multiple departments, community partners, and local nonprofits to ensure the technology was user-centered and responsive to resident needs.
  

Use of technology

Jordan leveraged a secure, cloud-based case management platform, integrated it with the city’s existing CRM system, and ensured compliance with state and federal data standards. Beyond the technology, Jordan emphasized change management and staff training to ensure long-term adoption and success.

Why this nominee stands out

Jordan exemplifies what it means to be a government changemaker, combining vision, technical expertise, and collaboration to deliver solutions that make government more effective and accessible. The measurable results of this project demonstrate not only innovation but also a deep commitment to fairness and service.

Impact

The CivicTech Product Team redesigned the city’s building permit process, reducing approval times from an average of 28 days to just seven days. By centralizing information, automating manual steps, and creating a user-friendly online portal, the team dramatically improved both staff workflow and the experience for residents and contractors.

Challenge addressed

Previously, the permit process involved multiple paper forms, redundant approvals, and frequent delays due to miscommunication between departments. This caused frustration for residents and increased administrative burden for staff.

Solution Implemented

The team applied user-centered design principles, conducted extensive stakeholder interviews, and tested multiple prototypes of the online portal. Key innovations included:

• Automated routing for departmental approval
• Real-time status updates for applicants
• Integration with existing city systems to eliminate duplicate data entry

Results and measurable outcomes

• Reduced average approval time from 28 days to seven days
• Increased on-time submission rates by 45%
• Improved staff satisfaction scores by 30% due to decreased administrative burden
• Positive feedback from residents and contractors citing clarity and ease of use

Why this team deserves recognition

The CivicTech Product Team not only modernized a high-volume, complex process but also prioritized the needs of both government staff and the public. Their innovative, collaborative approach exemplifies the power of user-centered design and demonstrates measurable improvements in efficiency, transparency, and customer experience.