Core Viewpoint - The modernization upgrade intended to improve efficiency in the Honolulu permitting process has turned into a collective nightmare for employees, with the new system HNL Build being labeled a "complete failure" and causing significant operational chaos [1][3][17]. Summary by Sections System Overview - HNL Build, a $7.3 million (approximately 52 million RMB) system based on Salesforce, was expected to streamline the permitting process and enhance transparency and efficiency [2][6]. - The system replaced the old POSSE system, which had been in use for 28 years and was highly customized for the city's specific needs [5][6]. Employee Feedback - Following the launch of HNL Build, employees reported immediate issues, leading to a survey where most gave the system the lowest possible rating of 1, with no one rating it a 5 [7][9]. - Employees expressed a strong desire to revert to the old system, citing a lack of trust in HNL Build and significant operational difficulties [9][12]. Operational Challenges - Key problems identified with HNL Build include a lack of tracking capabilities, slower processing times, and a decrease in the number of permits issued, which dropped significantly in August before recovering slightly in September [11][12]. - Employees noted that tasks that previously took minutes now require hours, and the system lacks essential features like edit tracking and the ability to trace changes [13][15]. System Limitations and Responses - The implementation team, Speridian, has been criticized for not addressing the severity of the issues, often responding with generic replies about system limitations [16]. - Despite claims of ongoing improvements and training, employees believe the core structural issues of the system are the real problem, not a lack of training [16][18]. Conclusion - The transition from a stable, transparent, and traceable old system to a complex and chaotic new system has led to a significant decline in operational efficiency, with employees feeling that the goals of the upgrade have been completely missed [17][18].

Core 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]