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Increasing Revenue Opportunities Through User Experience Design and Process Automation

Business Case Overview

National Telecom is the second largest cable provider with over 26 million customers in the United states. After a series of acquisitions, they were faced with the challenges of scaling, process standardization and transparency within their construction operations across their organization. More specifically, their "Construction Management" process.

The organization was in need of transformational changes to their overall "Construction Management" process in order to to achieve their goals of obtaining standard process, scalability and transparency, starting with the 11 Construction Permitting II subprocess.

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Construction  Management  Process

As one part of the broader "Construction Management" process, most infrastructure construction jobs require a variety of build permits from the corresponding city government that resides within the area that the construction is taking place.

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Permitting Primary Personas

Persona - Cameron
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Permitting Sub-process Challenges

  • Each permit type had its own unique set of requirements and processes.
  • The permitting subprocess is handled differently per region.
  • Decentralised sets of tools were used to facilitate permit acquisitions and store permitting information.
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Negative Impacts

The construction coordinators have been obtaining permits for the jobs,
but had been plagued by both inefficiency and progress transparency.

This contributed to:

  • A lack of standard process
  • Lengthy training times for new staff
  • Permit progress tracking and communication inefficiencies
  • Data management risks that included quality control issues and a lack of measurable data
  • An excessive amount of manual touchpoints needed to find and manage permitting information
  • Project planning challenges due to very low predictability and low confidence in permit acquisition time estimates.

All of which had significant impact on the project timelines and the business bottom line.


Our Solution

Starting with collaborative research, we landed on utilization of a process engine to power a new user experience, transforming productivity.

Our Solution


Concrete Results

Increased Revenue Opportunities

  • High adoption rate by users: 86% of users logged in multiple times in the first two weeks.
  • Reduced team training time effort: from three weeks to one week.
  • Reduced construction lag time: 58% fewer days stalled, on average, compared to last year.
  • Standardized, repeatable process: 193 permits tracked and growing each day.
  • Increased ciency for all permitting tasks: average permitting time dropped by 4.2 days.


The Process

  • Process automation driven by Camunda.
  • Centralized permit data that can be found by permit type and templated for efficient permit entry.
  • Permit status tracking for team transparency.
  • Configurable, automated communication to identified stakeholder.
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The Design

  • A modernized enterprise application design built for users and driven by process automation with Camunda process engine.
  • Guided, standard workflow to create efficiency and lower new team member training time.
  • Permit due date settings to prevent risks to project timelines.
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Ready to Transform Your Business?

Discover how BP3 can help you optimize your processes.

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