While on AskElkGrove, I take calls regularly for business licensing. Perhaps if we had "how-to" videos for the public to watch we could lessen the call volume received in business licensing and assist the applicant simultaneously. Some breakdown of: "if you need xx type of license go here, or if you want to renew here's the process."
I think providing simple expaliations are always the best approach, and a 1-2 minute video may make a difference to a first time applicant.
I'd start with the BL team noting their most commonly and frequently asked questions. Then a simeple how-to response to these, top 10(?) questions. Filiming, producing, and then doing a media blast announcing it. The last step would be to place it on the City website for future use.
Customer support service by UserEcho