With the digital transformation the importance of well-adapted systems and casemanagement tools in the building permit process has increased. This study aims toexamine how Swedish municipalities’ work processes differ regarding handlingbuilding permit applications and work process development. Further, the studyinvolves the user's perspective of interacting with the case management tool,ByggR, and how the tool affects their work processes with building permits. Lastly,the study aims to differentiate how municipalities’ work with internal processes andprocess management. The underlying theoretical framework for the study consistsof socio-technical systems theories, theories on focal relationships, processmanagement and finally theories about usability in IT-systems. A qualitativeapproach has been used with two selected municipalities and the major datacollection is based on interviews with respondents in each municipality. The resultof the analysis shows that to succeed with the digital development within thebuilding permit process the supplier and the municipality need to define the jointexternal actors that influence the focal relationship. Furthermore, it appears that itwould be beneficial for municipalities work with process management in order todevelop the internal processes. Municipalities should also take advantage ofexperience and share information and knowledge between themselves. Therefore, atighter relationship and communication between municipalities is needed. Sokigoshould also focus on how to make the usage easier by developing automaticfeatures and making it easier for users to get an overview of applications in the casemanagement tool. Finally, in order to effectively develop ByggR and to streamlinethe development process, Sokigo should to try to converge requirements fromseveral municipalities simultaneously.