Seattle, a city renowned for its innovation and forward-thinking approach, has taken major strides in enhancing city management through technology.
With more than 750,000 residents, Seattle faced challenges common to many growing urban areas: siloed processes, inefficient workflows, and limited collaboration across departments. These issues were compounded by outdated systems and paper-based processes that caused delays and long wait times for citizens.
To overcome these challenges, the city embraced Accela’s Civic Platform, which has revolutionized its operations, improved inter-departmental collaboration, and enhanced service delivery to citizens.
The Challenges: Disparate Systems and Siloed Processes
Before the implementation of Accela, Seattle’s city departments operated on separate permit systems, which led to inefficiencies and a lack of cohesion across different city functions. Critical processes, such as curb-cut reviews, required manual replication across departments, resulting in delays and the inability to conduct predictive analysis or capacity planning. The lack of a unified platform made collaboration difficult and hampered Seattle’s ability to respond quickly to the community’s needs.
The Solution: Accela’s Civic Platform
To address these challenges, Seattle adopted Accela’s Civic Platform, which provided a unified system that connected multiple city departments under one digital umbrella. The integration enabled departments to share data effortlessly, streamline workflows, and improve efficiency. The platform’s robust capabilities allowed Seattle to move from outdated, siloed systems to a modern, connected environment that fosters collaboration and data-driven decision-making.
A Decade of Transformation
Seattle’s journey with Accela began in 2018 when the city first implemented the platform for its rental registration program. Since then, Accela has become integral to the operations of nine city departments, including Transportation, Fire, Public Utilities, Housing, and Neighborhoods. This expansion has made city operations more cohesive and responsive, enabling Seattle to enhance inter-departmental collaboration and improve service delivery.
Andy Higgins, Engineering Services Director for the City of Seattle Department of Construction and Inspections, reflects on the city’s digital transformation: “We’ve come a long way from our DOS-based system in the 1980s. Accela has allowed us to transition to a fully integrated, dynamic platform that not only streamlines operations but also prepares us for future challenges.”
Enhancing Efficiency and Collaboration
Accela has profoundly impacted Seattle’s operations, transforming how the city manages key processes like permitting and inspections. One of the biggest wins has been the elimination of data silos. Departments share information seamlessly, and automated and connected workflows save time and resources.
This has improved capacity planning and predictive analysis, empowering city officials to anticipate needs and allocate resources effectively. The result? Faster service delivery and more responsive government operations that are better equipped to handle the complexities of a growing city.
Data-Driven Decision-Making: A New Approach to City Management
Accela’s platform has improved operational efficiency and provided a wealth of data for decision-making and policy development. The platform’s robust data analytics capabilities allow the Mayor’s office and city leaders to track bottlenecks and improve processes, particularly in addressing pressing issues like housing shortages. With real-time data at their fingertips, city officials can make informed decisions that directly benefit the community.
A Seamless Experience for Citizens
Seattle’s adoption of Accela is rooted in a commitment to improving the citizen experience. The platform serves as a one-stop shop for residents, developers, and homeowners, enabling them to interact with city services through a single, user-friendly portal. Whether applying for permits or checking the status of an inspection, citizens can now complete tasks more efficiently, leading to increased satisfaction. High scores in customer satisfaction surveys highlight the success of this digital transformation.
Empowering City Employees and Improving Morale
Accela’s benefits extend beyond external stakeholders. City employees have experienced reduced administrative burdens, streamlined workflows, and an improved ability to focus on strategic tasks. This shift has enhanced employee morale and productivity, allowing staff to spend more time on high-value customer service activities and less on manual processes.
Continuous Innovation
Seattle’s partnership with Accela is far from static. The city continues to innovate, with plans to expand the use of Accela to additional departments and enhance mobile capabilities, particularly for field inspections. Seattle transitioned to a Software as a Service (SaaS) model, which provided greater stability, reduced IT overhead, and continuous improvement through regular platform updates.
A Model for Modern Governance
Seattle’s digital transformation journey, powered by Accela, is a model for other cities looking to enhance efficiency, improve collaboration, and deliver exceptional services to their citizens. By embracing cutting-edge technology, Seattle has improved its internal operations and set a high standard for civic engagement and customer service. As the city grows, its partnership with Accela will be crucial in shaping a more connected, responsive, and efficient future.
Seattle’s success demonstrates the power of integrated technology to transform local government and inspires cities worldwide to modernize their operations.
