Pima County Modernizes Planning, Permitting and Inspection Processes with Accela Community Development Solutions
The Perks of a Digital Solution
Implementing Accela solutions helped the transition from a manual paper-based approach to a digital one that simplified processes for both citizens and agency staff. Today, 90 percent of applications are submitted online.
Mary Wright, Operations Coordinator for Pima County Development Services Department had first-hand experience with the transition. Concerning the permitting process she said, “Everything is electronic, there are no more paper plans. We’re not shuffling back and forth. We email notes back to the customer. They are able to make the changes right away and send them back to us. It is now a one-stop shop. You send in your application to the same people who are going to be reviewing and approving it as well as the people who are going to be issuing out the building permit.”
Moving to a digital process has proven effective by reducing office foot traffic while allowing customers to self-serve from their home or office. In addition, going paperless has helped to save every employee eight hours a week from just the physical stamping of plans. Today, agency staff is freed up to focus on value-add tasks, such as plan review. Pima County hopes this will just be the tip of the iceberg in improving their customer experience. The ultimate goal is to provide even more web services to the public to give customers the tools they need to successfully develop their property. It is part of the county’s strategic vision to deliver customers an exceptional experience.
The agency is able to leverage Accela data to stay on top of projects by pulling reports to see what’s next in the queue, what’s coming due, and what’s assigned to every person for better workload management. They also use Accela to send out customer satisfaction surveys, which they were not able to do previously.