Conducting approximately 35,000 building inspections annually, Pima County faced logistical challenges due to its vast geographic area and limited field inspectors. The implementation of Accela’s solutions has revolutionized the inspection process, addressing these challenges head-on.
Located in the south-central region of the state, Pima County embraced a digital transformation to enhance its planning, permitting, and inspection processes. As the second most populous county in Arizona, home to over 1 million residents and covering 9,189 square miles, the county faced unique challenges in managing its expansive jurisdiction. By leveraging Accela’s Community Development Solutions, Pima County has streamlined operations, improved customer satisfaction, and positioned itself as a forward-thinking government entity.
Transitioning from Paper to Digital Processes
Before adopting Accela’s solutions, Pima County’s planning and permitting processes relied heavily on manual, paper-based workflows. Customers had to visit the office in person to apply for permits, and approvals followed a linear, time-consuming path. Recognizing the need for modernization, the county committed to moving all building and planning functions online to deliver transparency and efficiency.
Today, Pima County processes 90% of applications online, significantly reducing the need for in-person visits. Mary Wright, Operations Coordinator for the Development Services Department, described the transformation: “Everything is electronic; there are no more paper plans. We’re not shuffling back and forth. It is now a one-stop shop. You send in your application to the same people who are reviewing, approving, and issuing the building permit.”
This shift has allowed the county to:
- Minimize office foot traffic.
- Enable customers to self-serve from their homes or offices.
- Save approximately eight hours per week per employee previously spent on physical tasks like stamping plans.
The county’s transition to digital solutions has yielded measurable benefits. Permit issuance turnaround times have dropped from 20 days to just 3-5 days.
Enhancing Inspection Efficiency with Accela
Pima County experiences key improvements like:
- Inspection Routing and Tracking: The county launched a project to efficiently group and order inspections based on inspector availability, location, and starting points. This has reduced travel times and improved overall productivity.
- Expected Time of Arrival (ETA) Notifications: Before Accela, customers had no reliable way to anticipate when inspectors would arrive. Now, they receive ETAs with a 45-minute buffer, enabling better planning.
- Real-Time Updates: Customers can track inspectors’ progress throughout the day, viewing the number of stops remaining and receiving real-time updates on inspection results. Field inspectors use Accela Mobile Office (AMO) to submit results, ensuring that information is instantly available online.
Tracey Gutheim, Operations Manager for Development Services, emphasized the impact of these changes: “Prior to Accela, no arrival window was provided. Customers needed to be onsite the entire day. Now, they can monitor progress and plan their day more effectively.”
