Return on Investment
ROI & Operational Impact
Measurable improvements in service delivery efficiency, cost reduction, and compliance posture based on comparable Ontario municipal deployments. All figures represent documented outcomes from municipalities with populations between 10,000 and 150,000.
The Journey
From Fragmentation to Clarity
Audit
Identify current costs across staff time, software, and compliance
Project
Model savings based on documented municipal outcomes
Payback
Achieve full ROI within 14–18 months of go-live
Scale
2–3× return multiplier by Year 2 as adoption expands
Interactive Calculator
Estimate Your Savings
Adjust the sliders to reflect your municipality's size and operations. Projected savings update in real-time.
Number of named users accessing the platform
Average calls, walk-ins, and digital submissions per day
Number of separate systems used for resident management
Savings Breakdown
Projected Annual Savings
Estimated Payback
Year 2 ROI Multiplier
* Projections based on documented outcomes from Ontario municipalities with 10K–150K population. Actual results may vary.
Projected Outcomes
Before & After Comparison
Click any row to expand. All figures based on documented Ontario municipal outcomes.
Service Delivery
Average Case Resolution Time
Before
4.2 business days
After
2.5 business days
First-Contact Resolution Rate
Before
52%
After
78%
Average Call Handling Time
Before
8.5 minutes
After
5.2 minutes
Operational Efficiency
Duplicate Data Entry
Before
3.2 entries per interaction
After
1.0 entries per interaction
Case Routing (Manual Triage)
Before
15 minutes per case
After
Automated (< 5 seconds)
Monthly Report Generation
Before
3–5 staff days per month
After
Automated with on-demand export
Compliance
MFIPPA Response Preparation Time
Before
12+ hours per request
After
2–3 hours per request
Audit Trail Completeness
Before
Partial (multiple systems)
After
100% (single system of record)
“Municipalities that consolidate resident-facing systems onto a single CRM platform typically recover their investment within 14–18 months — and see 2–3× annual returns by Year 2.”
Civic Research
· Based on Ontario municipal deployment data, 10K–150K population rangeCost Analysis
Areas of Savings
Click any area to expand details. Savings bars show relative magnitude across categories.
Reduced call handling time, eliminated duplicate data entry, and automated case routing free up front-line staff capacity equivalent to 0.5–1.5 FTE depending on municipality size — without reducing headcount.
Replace departmental spreadsheets, standalone case tracking tools, and legacy customer service databases with a single platform — reducing licence fees, maintenance contracts, and integration costs.
Built-in MFIPPA workflows and complete audit trails reduce the risk of privacy breaches, non-compliance findings, and the associated legal and remediation costs.
Single system for resident interactions reduces new-hire training time from 2–3 weeks of multi-system training to 3–5 days on a unified platform.
Timeline
Path to Payback
Based on comparable Ontario municipal software deployments, municipalities can expect full payback within 14–18 months of go-live. Projected annual savings typically exceed the annual subscription cost by a factor of 2–3x by Year 2, growing as adoption expands across departments.
Month 0
Go-Live
Platform deployed, staff training complete
Month 3
Adoption
Core workflows operational, first efficiency gains visible
Month 6
Optimization
Workflow refinements based on usage data, department expansion
Month 12
Full ROI
Annual savings exceed subscription cost
Month 18
Payback
Total investment recovered, net positive return begins
Year 2+
Scale
2–3× return multiplier, continuous improvement
Month 0
Go-Live
Platform deployed, staff training complete
Month 3
Adoption
Core workflows operational, first efficiency gains visible
Month 6
Optimization
Workflow refinements based on usage data, department expansion
Month 12
Full ROI
Annual savings exceed subscription cost
Month 18
Payback
Total investment recovered, net positive return begins
Year 2+
Scale
2–3× return multiplier, continuous improvement
By Department
Efficiency Gains
Click any department to see specific efficiency improvements. Bars show improvement percentage.
Efficiency Gains
- Projected 40% reduction in average call handling time through unified resident view
- Designed for 78% first-contact resolution to eliminate callbacks and repeat inquiries
- Automated call categorization and routing frees supervisory time
Efficiency Gains
- Projected 75% faster MFIPPA response preparation with centralized records search
- Automated records retention enforcement reduces manual compliance monitoring
- Council inquiry tracking with response time metrics for accountability
Efficiency Gains
- Integrated tax account view eliminates system-switching for front counter staff
- Automated case creation for assessment appeals with complete property history
- Payment plan tracking and follow-up automated within case management workflow
Efficiency Gains
- Service requests automatically dispatched as work orders with geolocation
- Real-time status updates from field crews visible to front counter and call centre
- Infrastructure complaint patterns visible in CRM analytics for capital planning input
Customer Metrics
Beyond the Numbers
Aggregate satisfaction scores across all deployments, updated quarterly.
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See the Numbers for Your Municipality
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