| The Challenge
Framingham’s counter services, particularly licensing, were
dependant on legacy systems, spreadsheets, and paper-driven processes.
As a result, staff were overwhelmed with daily tasks and citizens
were often subjected to lengthy delays in getting their applications
processed.
The Solution
The General Licensing department was the first to begin using Accela
software to track and manage business licenses and inspections.
The success of their implementation encouraged several other departments
in the Town to automate their permitting and licensing activities.
The Bottom Line
Framingham employees are the best ambassadors for spreading the
word about the success of the system—the Town serves as a
great example of how automated solutions can help an agency provide
better, faster services.
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