"It's made our lives so much easier, we have way more control over the process, and when a customer does it online they understand the process better. We love it."
- Lorri Vining, Administrative Supervisor
The Customer
Before adopting Permitium's VitalDirector, Whatcom County’s vital records process was entirely paper-based, resulting in a slow, inefficient, and often chaotic workflow. The small lobby was frequently crowded with applicants, and processing delays were common due to manual paperwork and back-and-forth communication. After implementing VitalDirector, the county saw a dramatic transformation—applications became primarily online, reducing in-person visits by half. This digital shift streamlined operations, cut down processing time, and significantly improved customer experience, allowing the health department to handle a high volume of applications with ease and efficiency.
The Challenge
How to modernize Whatcom County’s vital records process and address inefficiencies was a major challenge due to its outdated system. The county struggled with a range of issues, from manual processes to accessibility barriers.
- The time-consuming paper-based process required applicants to submit forms in person or by mail, causing frequent delays and processing bottlenecks.
- The small, overcrowded lobby created a stressful experience for both applicants and employees, with long wait times and limited space for interactions.
- Geographic barriers prevented many residents from accessing in-person services, especially during bad weather or if they lived far from the office.
- There was no way to track the status of orders, leaving both applicants and staff in the dark, leading to more follow-up calls and frustration.
The Solution
Digitize Whatcom County’s vital records process, simplifying application submission and communication.
- The online platform significantly reduced in-person visits and paper-based applications.
- Customers, including many referred from hospitals, can now submit documents easily online, with the health department providing assistance only when necessary.
- The department promotes the service across schools, hospitals, and social media, ensuring wide adoption.
The Impact
VitalDirector has revolutionized operations, improving efficiency, customer satisfaction, and processing capacity.
- 50% of rural applicants now apply online, reducing the need for travel and eliminating the typical 2-hour wait times experienced in the crowded office lobby.
- In-person applications have been cut in half, allowing the department to manage high application volumes with ease and fewer resources.
- Staff can now process applications quickly, even catching up in a single day after weather-related office closures.
- The communication tools within Permitium keep applicants informed throughout the process, reducing the need for follow-up calls and enhancing overall satisfaction.
