The recent Civil Beat article titled “‘Complete Failure’: Honolulu Permit Workers Say Tech Upgrade Is a Bust,” paints a deeply concerning and, frankly, dated picture of our new HNL Build permitting software system and the headline could be nothing further from the truth. While we understand and respect the frustration expressed by some employees in August 2025, the story reflects a moment in time that has long since passed – and it omits the real progress that has occurred since those early days.

The article relies heavily on a staff survey conducted just three weeks after HNL Build launched – and now two months old. The survey was intentionally issued to capture staff feedback so that we could identify and fix problems quickly. Of 314 staff members, 158 (or 50%) responded. At that early stage, staff were learning to navigate a completely new system, and we were addressing the inevitable issues that come with any large-scale modernization effort. It was, without question, our most difficult period – a time of steep learning curves, technical fine-tuning, and understandable frustration. 

Ideas showcases stories, opinion and analysis about Hawaiʻi, from the state’s sharpest thinkers, to stretch our collective thinking about a problem or an issue. Email news@civilbeat.org to submit an idea or an essay.

Read More

Those survey results were immediately shared with our implementation partner, Speridian, and since then, both the system and the user experience have improved dramatically. In fact, much of that improvement came directly from issues identified in that very survey.

Today, we’ve more than doubled the number of building permits submitted and issued, and system performance continues to strengthen month after month.

At the time of that survey, there were:

• 1,903 accounts created
• 1,149 building permit applications submitted
• 700 building permits issued

As of today, those numbers have grown to:

• 4,500 accounts created
• 4,987 building permit applications submitted
• 3,404 building permits issued

Moreover, permit applications submitted and issued since the HNL Build launch now exceed pre-HNL Build levels, as illustrated in the two charts below – charts provided to Civil Beat but omitted from the article. October’s activity for permit issuance is already trending higher than September’s – a clear sign of momentum.

These numbers represent real work, real progress, and a functioning system. The notion that DPP would continue using a “broken”, “busted” or “failed” system misrepresents both facts and the dedication of our staff, especially given the essential public services DPP provides. 

Some employees reported that “tasks that used to take minutes suddenly took hours.” In the earliest phase, that was true – not because the system was broken, but because users were still becoming familiar with it. Since then, staff have found their rhythm in processing applications, reviews, and inspections more efficiently through HNL Build.

The suggestion that HNL Build poses “landmines” or jeopardizes health and life safety is simply untrue. Data migration is ongoing, and information is being verified and remapped where necessary. At no time has HNL Build compromised health or safety.

We continue to work closely with our implementation partner, Speridian, to fix bugs, refine workflows, and provide targeted staff training. Over 200 system improvements have already been implemented, with more underway. Change of this magnitude takes time, and our team at DPP is committed to seeing it through successfully.

It’s important to remember what this effort truly represents. HNL Build replaces a decades old, heavily customized legacy system that no longer meets the needs of the City and County of Honolulu. Modernizing government technology is not like upgrading an app; it’s rebuilding the very foundation of how we deliver public services.

Our staff are dedicated professionals navigating a complex software transition while continuing to serve thousands of applicants and projects across Honolulu. Their frustrations do not signal failure.  They reflect dedication and care for getting it right.

We know there is still hard work ahead. The system is not perfect, and we are not claiming it is. But we are listening, learning, and improving every single day. HNL Build is stabilizing, staff confidence is growing, and we remain fully committed to making this modernization a lasting success — for our employees, our customers, and our city.

Change is hard. But progress is real. And Honolulu deserves nothing less than a permitting system built for today and the future.