City of Raleigh, NC
The City of Raleigh Inspections Department uses the Integrated Raleigh Information System (IRIS), a custom-designed computer software application, to manage property development within the City's jurisdiction. Anyone wishing to develop property in any manner must first gain approval from the City. IRIS is used by City Staff to ensure the enforcement of property codes for all types of property development, from land disturbance, through construction, to demolition.

TimelyText responded to a request from the City’s Inspections Department to document the business practices used by City Staff to record and manage permit requests submitted by clients to the City for review and approval. The City had identified a lack of comprehensive documentation and wanted to record all procedures used by each staff member within the review process.

The professional assigned by TimelyText for the project has extensive experience in documenting all phases of business procedures and computer application tasks. She conducted in-depth interviews of each staff member to ascertain the policies and procedures required for each step of the permit review process. The resultant on-line Help system, developed with RoboHelp, has proved useful in ensuring compliance with City policies, as well as assisting Staff members in training and back-up duties.