salesforce(US:CRM) 3 6 Ke·2025-10-24 12:45Core Insights - The modernization upgrade intended for the Honolulu Department of Planning and Permitting (DPP) has turned into a significant failure, with employees describing the new system, HNL Build, as a "disaster" and "complete failure" [1][3][12] - The transition from the old system POSSE, which had been in use for 28 years, to HNL Build has resulted in increased workload and inefficiencies, contrary to the original goals of improving approval processes and transparency [3][14][15] Summary by Sections System Overview - HNL Build is a $7.3 million system built on Salesforce, designed to manage building permits but has been criticized for its lack of readiness to handle complex city regulatory needs [3][4] - The old system, POSSE, was a customized solution developed over 20 years, while HNL Build is a standardized, modular SaaS product [3][14] Employee Feedback - An anonymous survey revealed that most DPP employees rated HNL Build with the lowest score of "1," with no one giving it a "5" [3][7] - Employees reported that tasks that previously took minutes now take hours, and essential data tracking features are missing, leading to a lack of accountability [7][9] Operational Impact - The number of permits issued dropped significantly in August after the system's launch, with only about 1,300 permits issued in September, which barely matched the previous year's figures [9][12] - Employees expressed frustration, stating that the new system has only brought chaos and increased workloads, with one employee likening the experience to being on a "runaway bus" [9][12] System Limitations - HNL Build lacks the ability to track changes effectively, which was a strong feature of the old system, leading to concerns about potential long-term risks associated with incorrect approvals [9][12] - The implementation team, Speridian, has been criticized for not addressing the severity of the issues, often providing template responses to feedback [12][13] Future Considerations - DPP leadership acknowledges the challenges but insists that improvements are ongoing, although many employees believe the system's fundamental issues cannot be resolved through training alone [13][15] - Plans to integrate AI features for automatic review of building designs have been mentioned, but no timeline has been provided for their implementation [13]