Table of Contents
Overview
Located at the southern entrance of the Welland Canal, the City of Port Colborne is a scenic community in Ontario’s Niagara Region, known for its maritime heritage and lakeside charm. The City is committed to improving resident services and modernizing its administrative processes to better support its community.
Introduction
Port Colborne needed a simpler way for residents and staff to manage short-term rental licenses from application through inspection and renewal. After City Council approved the Short-Term Rental By-law, staff quickly needed a digital solution to accept applications. That need became urgent as application volumes surged: the City received about 50 total business licenses across all types in 2025, while November and December 2025 alone saw more than 150 applications of this kind. Without a centralized system, the webform intake created a disconnected tracking process that made timely reviews, consistent documentation, and cross-department communication more difficult.
Recognizing the importance of a better, digital experience for both staff and applicants, Port Colborne selected PSD Citywide’s web-based solution, Citywide Licensing, to enhance efficiency, transparency, and accessibility.
Challenges
Before adopting Citywide Licensing, Port Colborne faced several barriers:
Manual tracking and approval processes increased administrative workload
Limited visibility across application statuses made it difficult to monitor progress and maintain compliance
Applicants had to rely on email or in-person submissions, creating bottlenecks and a higher likelihood of errors
Staff had limited tools for automating recurring tasks, such as fee reminders and expiration notifications
Solutions
Key features included:
Automated workflows for license application, review, approval, issuance, inspection, renewal, and potential revocation
Integration with the City’s third-party GIS system, enabling display of property data on a map
Integration with the Citywide Customer Portal, which allows residents to apply and pay for licenses online, improving convenience and transparency
Built-in support for email notifications, configurable letters, and summary reporting to streamline communications
Access to the Citywide Mobile app to help inspectors complete fieldwork efficiently, even offline, and sync updates to applications when online
A Train-the-Trainer model to ensure internal knowledge transfer and sustainability after implementation
Results
Since implementing Citywide Licensing, Port Colborne has enhanced its administrative efficiency, data consistency, and service delivery.
Gained an easy-to-use, centralized database for storing and managing licenses
Streamlined approvals, payments, documentation for applications
Reduced manual data entry and errors
Faster, easier online access for applicants to submit, pay, and track the status of rental license applications
Easier departmental collaboration and reporting and clearer accountability
Spot 5 signs your city’s licensing process is overdue for digital transformation—and learn how PSD Citywide delivers results, like in Port Colborne.
“
Having a centralized location for all information on the application, the property, and customer has been a huge win for our team since it touches so many different departments. All our staff can see exactly where in the process an application is and the touchpoints each have had with the applicant. Similarly, the applicant can see exactly where their application stands without having to call in or email.
“
Anthony Rotundo
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