San Antonio is transforming its city services by implementing Accela, a digital platform that streamlines operations and enhances service delivery.
By moving processes like permits and applications online, the city has reduced wait times, improved efficiency, and fostered better collaboration across departments. Residents and staff alike have embraced the change, with plans to expand digital innovations further.
This shift positions San Antonio as a model for other cities looking to improve civic services through technology.
San Antonio, Texas, the country’s fastest growing city, had a permitting process bogged down by manual, paper-heavy procedures. Applying for permits required residents and developers to navigate a complicated and time-consuming process, often facing long wait times and bureaucratic delays.
The city was searching for a way to modernize processes and promote collaboration. They found an innovative approach, ideal solutions, and superior customer service with Accela.
Now, the city is undergoing a significant digital transformation.
With Accela’s solutions, San Antonio has shifted to a streamlined, digital-first approach that allows citizens to engage with city services online—anytime, anywhere. Whether it’s a small home renovation or a major commercial development, the city is now better equipped to handle projects efficiently, making it easier for residents to interact with their government.
Here are additional benefits San Antonio is experiencing:
- Faster, Smarter Service Delivery: One of the most immediate benefits for San Antonio has been its impact on customer service. With many services now available online, residents no longer need to wait in line at city offices. This shift has drastically reduced wait times and eliminated the need for multiple office visits, making life easier for San Antonio’s citizens. The Accela solution enables more efficient workflows and more transparent communication for city staff, allowing projects to move forward without unnecessary delays.
- Breaking Down Departmental Silos: Accela doesn’t just modernize processes—it also promotes greater collaboration among various city departments. Zoning, planning, public works, and code enforcement departments now have access to a unified system to share and view data in real-time. This cross-departmental integration means that staff can collaborate more effectively, leading to better decision-making and improved service delivery. For example, a zoning officer can instantly pull up relevant permits or inspection records, ensuring that the city’s operations are well-coordinated and up-to-date.
- Residents and Staff Embrace the Change: The response from San Antonio’s community has been overwhelmingly positive. Residents appreciate the convenience of online services, particularly when handling permits and applications. The streamlined system saves time and fosters a more transparent and accessible relationship between citizens and their government. On the internal side, city employees have reported higher job satisfaction, as reducing administrative tasks allows them to focus on more impactful work and deliver faster, more effective services.
San Antonio’s digital transformation doesn’t end there. The city has ambitious plans to extend the use of Accela across more departments and integrate additional features to meet the growing needs of its residents. A key component of this future vision is the shift to cloud-based services, which will offer even greater flexibility and scalability. The city migrated their own data center to the Accela Azure-based cloud service, further enhancing the city’s ability to adapt and innovate as San Antonio grows.
San Antonio’s adoption of Accela showcases how cities can harness the power of technology to improve efficiency, streamline operations, and enhance the overall citizen experience. The city has laid a solid foundation for future growth and continued excellence by prioritizing digital innovation. As other cities look to modernize, San Antonio stands as a shining example of how digital solutions can improve civic services.
The city’s ongoing commitment to progress ensures it will remain a leader in civic innovation. It will provide its residents with the best possible services while preparing for tomorrow’s challenges.
