City launches enhanced online services portal to streamline development and licensing applications

In a major step toward modernizing municipal services, the City of Kitchener is rolling out improvements to its online services portal, powered by the Application Management and Data Automation (AMANDA) system. These upgrades are part of a broader initiative stemming from the City’s development services review and provincial funding aimed at accelerating development applications. 

The project focuses on transitioning a wide range of planning and development applications to a fully digital format, making them more accessible and efficient for residents, contractors and businesses. Significant progress has already been made in integrating these application types into the AMANDA system and the final phase—bringing them online via the portal—is now underway. 

What’s changing for customers 

Enhancements for applicants now include: 

The updated portal features responsive and accessible web technologies, offering a smoother user experience across devices. It also enables email communication with City staff, automated updates and instant access to application status and documentation—reducing delays and improving transparency. 

Benefits across departments 

In the licensing area, the portal has already led to a significant reduction in paper-based submissions. Many customers prefer and appreciate the convenience of online applications and credit card payments. Automated email communications, renewal reminders and robust data tracking have further streamlined operations. 

From a building services perspective, the portal has transformed how staff and applicants interact. Customers can submit complete applications, upload revisions and make payments without having to visit City Hall. Customer feedback on applying for permits online has been very positive. The ability to schedule and cancel inspections online has also improved coordination on job sites and minimized delays. 

In the eleven months since the launch of sign permit applications in the portal, the planning team noticed that applications submitted through AMANDA were processed approximately five and a half days faster than in-person or emailed applications. This data highlights that the AMANDA portal is a valuable tool for streamlining processes and improving service delivery, offering a strong foundation for future optimization and investment. 

What’s next 

The City continues to expand the types of development applications available through the AMANDA portal. In the coming months, site plans, Committee of Adjustment applications and mobile sign permits will be added—making it even easier for residents and developers to access services online. 

Check it out and learn more: https://onlineserviceportal2.kitchener.ca/citizenportal/app/landing 

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