Case Study · Town of Kirkland
A town at the forefront of citizen service.
How the Town of Kirkland made the strategic decision to modernize its resident services ahead of the REM's arrival, becoming a benchmark for municipalities across Quebec.
The client
INDUSTRY
Municipal / Government
The Town of Kirkland is a thriving municipality on Montreal's West Island, recognized for the quality of its services and its commitment to its residents. With the arrival of the Réseau express métropolitain (REM) on its territory, the Town saw an opportunity to fundamentally rethink its approach to citizen service, placing resident experience at the heart of its strategy.
LOCATION
Kirkland, Quebec, Canada
PARTNER
Devpresso
PLATFORM
Salesforce
The Context
A clear vision: leading the way.
Rather than simply react to the transformation of its territory, the Town of Kirkland chose to anticipate it. With the arrival of the REM and growing citizen expectations around digital services, the municipal administration identified three strategic priorities.
1. Deliver a digital experience that meets today's standards
Enabling residents to access their municipal services online, anytime, without travel or scheduling constraints.
2. Modernize permit and parking management
Centralizing more than 30 types of municipal permits and preparing parking management for the rapid evolution of the territory with the REM's arrival.
3. Build a sustainable infrastructure
Establishing a scalable technology foundation, capable of supporting growth and welcoming new services over time.
To bring this vision to life, Kirkland partnered with Devpresso and selected Salesforce Public Sector as its transformation platform.
The solution
One platform. One experience. A connected city.
Working closely with the Town teams, Devpresso designed and deployed an integrated solution on Salesforce Public Sector, aligned with Kirkland's citizen service objectives.
Citizen Portal
A digital space accessible to all Kirkland residents, allowing them to submit requests, manage parking permits, and track their municipal files in just a few clicks, 24 hours a day, 7 days a week.
Centralized Municipal Permit Management
More than 30 permit types digitized on a single platform, giving municipal teams modern tools to process requests efficiently. Average processing time now reaches 3 to 5 minutes per request when files are complete.
Field Integrations: Motorola and REM Parking
A direct connection with the Motorola license plate scanners used by field officers, along with an integration with the REM parking system. Officers can quickly validate authorized vehicles across different sectors and enforce municipal regulations more effectively.
Unified Address Repository
A consolidated geographic database covering the entire territory, laying the foundation for an increasingly integrated approach to municipal information management.
The result
Resident adoption that speaks for itself.
2000+
Actives portal users
More than 2,000 of Kirkland's residents have adopted the citizen portal, and the number continues to grow month after month, a remarkable adoption rate that reflects the relevance of the digital offering put in place by the Town.
24/7
Expanded service window
Services previously restricted to working hours are now available around the clock, serving residents when they want to be served.
350+
Peak daily activity
A usage peak reached during high-demand days, demonstrating resident engagement and the platform's ability to respond without compromise.
3 to 5 min
Average processing time
Fast handling of requests when files are complete, representing a notable improvement in operational efficiency for municipal teams.
30+
Permit types digitized
All permit processes are now accessible on a single platform, simplifying the experience for residents and municipal teams alike.
"Our objective was not simply to digitize existing processes, but to create a better experience for residents while equipping our staff with modern tools to deliver services more efficiently. Devpresso has been an agile and responsive partner, consistently finding practical solutions to our challenges and moving quickly from ideas to implementation. Together, using Salesforce, we have built a scalable platform that meets our needs today and provides a strong foundation for the future."
Mark Terry
Director, Information Technology
Town of Kirkland
Looking ahead
A foundation built to grow with the Town.
The Town of Kirkland views digital transformation as an ongoing journey. With Salesforce Public Sector serving as the foundation for citizen service delivery, the Town is well positioned to continue modernizing municipal operations, expanding online services, and improving the resident experience.
As community needs evolve, the platform provides the flexibility to introduce new services, streamline internal processes, and support data-driven decision-making across departments. Through its continued partnership with Devpresso, the Town of Kirkland remains committed to delivering innovative, efficient, and citizen-focused services for years to come.
Key takeaways from the transformation
● A citizen portal adopted by more than 2,000 residents
● An expanded service window available 24 hours a day, 7 days a week
● An average processing time of 3 to 5 minutes per request
● Centralized management of 30+ municipal permit types
● Operational integrations with Motorola and REM parking
● A scalable infrastructure ready to support future growth
