case study
A thriving utility modernizes permitting and asset management to handle rising demand and improve service delivery.
MetroConnects, a special purpose district in Greenville County, South Carolina, plays a central role in managing wastewater collection across a rapidly growing region. The county experienced an 8.6 percent population growth since 2020 with around 28,000 new housing units built or permitted during a five-year period. Development continues to expand outward from the urban core while projections indicate the addition of more than 250,000 residents over the next two decades.
MetroConnects was founded in 1969, and its geographically distributed system spans multiple drainage basins and service areas. As permitting and development activity accelerated, the organization needed a more scalable approach to support both expansion and service delivery.
To accomplish this, the organization implemented a modern, geospatially driven system using ArcGIS technology—including ArcGIS Enterprise and ArcGIS Pro—integrated with Trimble Cityworks Asset Management System (AMS) and Permits, Licensing and Land (PLL), now Trimble UnityTM Maintain and Trimble UnityTM Permit, respectively. This approach connects permitting, asset management, and operational data within a unified spatial environment, supporting efficient operations at scale.
MetroConnects’ operational challenges emerged as a direct result of expansion and consolidation. The organization merged seven wastewater collection districts into a single system, growing from around 40,000 customer accounts and 600 miles of gravity sewers to over 100,000 customers and approximately 1,500 miles of main sewer lines. At the same time, sewer connection permitting demand rose sharply, and MetroConnects faced increasing pressure to manage a higher volume of housing developments.
Staff handling permitting and development workflows relied heavily on paper records and manual work order creation. Communication often required multiple handoffs, while tracking project status depended on fragmented systems, including emails, phone calls, and work order tasks. This legacy approach limited transparency for customers and depended on manual tasks that could be automated—and as demand continued to increase, the gap between workload and process efficiency became increasingly obvious.
Leadership at MetroConnects recognized the need to evolve the permitting intake process to accommodate the drastic growth. The utility needed a more connected, scalable solution that could support both current demand and future expansion.
To modernize its operations, MetroConnects worked with Esri partners Timmons Group and Trimble Inc. to design and implement a geospatial permitting solution. With their assistance, MetroConnects deployed Trimble’s PLL solution in 2024, connecting it to Trimble’s AMS and integrating it with Esri’s ArcGIS Enterprise and ArcGIS Pro. This approach aligned permitting, asset management, and geospatial data within a single environment.
The new workflow introduced a digital permitting platform that replaced hybrid workflows relying on paper records and AMS work orders with a structured, automated system. Through the Timmons Group PLL Portal, customers and developers can submit applications, upload supporting documents, pay fees, and track progress without calling or visiting an office.
MetroConnects uses Trimble Cityworks PLL and Esri ArcGIS to track permitting geographically from initial request to work order and execution.
ArcGIS technology serves as the operational backbone of the solution. When users select a parcel or address, the platform captures accurate location data and connects it directly to permitting workflows. Each permit is tied to real-world infrastructure, and asset information remains consistent across multiple systems. Updates made in ArcGIS are reflected in Cityworks in real time, improving both accuracy and coordination.
“We use the geospatial database to conduct capacity analysis when a developer proposes new subdivisions,” said Jennifer Franz, GIS manager at MetroConnects. “We can quickly see how many people are on each gravity main and determine if the system can accommodate a new development based on current flow and predicted flow.”
Automation further strengthens the process. Rather than relying on manual coordination, workflows advance through defined steps supported by integrated data. Permit cases can automatically generate inspections and work orders, while notifications guide tasks through each stage of review.
“The sewer is the first utility installed for a new development, so the developer community pushed for online permitting to speed up the process,” said Jake Tittle, CIO at MetroConnects. “The implementation of PLL [software] was a logical next step following the ramp-up of ArcGIS and Cityworks AMS capabilities, as it helped us handle the larger workload.”
The transition to a digital, integrated platform produced measurable improvements across MetroConnects’ operations, particularly in processing speed and overall productivity.
Permitting throughput has increased significantly alongside regional growth. Historical data shows a 55 percent increase in permits over a three-year period, from FY 2020–21 to FY 2022–23. Despite this sharp rise in demand, MetroConnects has achieved operational success through automation and system integration.
On average, MetroConnects processed 208 permits per month in 2025, supporting a service area experiencing about 25 new residents per day. This sustained volume—equating to roughly 2,400 permits annually—is handled without a proportional increase in administrative burden, demonstrating the scalability of the system.
MetroConnects workers connect to Trimble Cityworks PLL and Esri ArcGIS in the field.
Time savings have been realized across all stages of the workflow. Permitting timelines have shortened because customers can submit applications, access documents, and review inspection results through the portal—eliminating delays tied to in-person visits and manual processes. Engineering review cycles have also accelerated, with plan submissions, markups, and approvals now handled online rather than requiring a physical document exchange and multiple office visits.
Work order creation has also improved, with inspections and CCTV work orders now generated automatically by the PLL software and tied to permits. This reduces manual data entry and allows operations staff to act immediately upon notification.
Automation has reduced administrative effort, allowing staff to shift from manual permitting tasks to higher-value activities such as review, compliance, and decision-making.
Field productivity has improved through ArcGIS integration. With access to accurate, survey-grade asset data via mobile devices, crews spend less time locating infrastructure and verifying information—reducing delays and repeat visits. This increased confidence in asset data directly translates to faster inspections and more efficient maintenance operations.
Customer experience has improved in parallel. The shift to a self-service model allows applicants to submit permits, upload documents and track progress online, reducing back-and-forth communication and increasing transparency.
By combining Trimble’s AMS and PLL solutions with Esri ArcGIS technology, MetroConnects scaled permitting operations to support rapid growth. The result is faster processing, reduced administrative effort, and improved service quality for both staff and customers.
The sewer is the first utility installed for a new development, so the developer community pushed for online permitting to speed up the process. The implementation of PLL [software] was a logical next step following the ramp-up of ArcGIS and Cityworks AMS capabilities, as it helped us handle the larger workload.
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