OpenCounter & Public Portal FAQs

Contracting

Is OpenCounter included in my current subscription? How much does it cost?

• OpenCounter is not automatically included in Accela SaaS subscriptions. It is an additional product that requires a contractual amendment. OpenCounter pricing is typically based on population tiers.

When is OpenCounter available?

• OpenCounter is available now and is live in cities and counties across the country.

Implementation and Features

What OpenCounter features are included in Public Portal?

• All OpenCounter features can be leveraged with the Public Portal. However, agencies must have an OpenCounter subscription to leverage these features. Features include the project guide, in-app messaging, and front counter tools for staff.

Does the agency set up the decision tree? Are there templates?

• Our professional services team sets up the decision tree but works closely with staff to understand regulations. The team comes from the public sector and all have experience with planning and building permits. Setup is unique to each jurisdiction, so while there are some commonalities, we do not currently use templates.

What features require login?

• OpenCounter is designed to minimize login so that the public can get answers as easily as possible. To that end, users do not need accounts to receive or use the guide. Login is required to save the guide, to use in-app messaging (so we can notify when a message is received), and to submit an application.

Integration

What activities happen in OpenCounter vs new Public Portal?

• OpenCounter hosts pre-application functions, helping applicants understand eligibility and feasibility, a list of requirements and fees, as well as instructions on how to proceed. The project guide provides a holistic roadmap of the permitting journey for that applicant. Once an applicant decides to move forward with an application, ACA / new Public Portal handles the transactional elements, such as form-filling, which includes address verification, and payments.

How does OpenCounter fit in with ACA and new Public Portal?

• OpenCounter currently integrates with ACA. As Public Portal is released later this year, OpenCounter will leverage the new Public Portal to create a seamless experience from pre-application to permit issuance. Applicants will use the guide page as their main project dashboard with statuses and click into new Public Portal for more detailed information and to take necessary actions.

What data is transferred from OpenCounter to ACA / new Public Portal?

• All data collected in OpenCounter and required on the application (pageflow) is transferred, including address and parcel number. Please note that while OpenCounter transfers all relevant data, the pre-application process only includes questions that are necessary to determine if a permit is required and usually contains limited application data (i.e. contact and applicant info).

How do OpenCounter Special Events work with Accela?

• If your agency currently has special events records within Accela, then OpenCounter will transfer that data to ACA or new Public Portal for applicants to continue. However, if you do not have existing records in Accela, then the workflow would be completed end-to-end in OpenCounter.

Can I use OpenCounter to link to requirements outside of Accela?

• Yes! The OpenCounter project guide is designed to show the comprehensive permitting journey, so agencies can include informal steps like scheduling a meeting or just providing additional information as well as linking to other sites or downloading applications. We encourage agencies to be comprehensive when building the guide page; the more the better!

Public Portal

When can I see a demo of Public Portal?

• As we get closer to the release of Public Portal in the late summer, we’ll hold webinars and share details about the new public portal in customer roundtables. If you haven’t signed up for roundtables, please sign up via Community.

What’s the timeline for the new Public Portal?

• Based on feedback from customers, we are adjusting the release schedule for the new Public Portal to allow agencies to get access sooner. Be on the lookout for details in the coming weeks.

How can I move my permits from ACA to new Public Portal?

• Data migration will be performed by Accela at no cost to agencies. More details to follow.

What happens to my wrappers if I buy OpenCounter?

• OpenCounter is a stand-alone application integrated into ACA, it does not use a wrapper. If your agency uses a wrapper and purchases Open Counter to connect with current ACA, you can continue to use your wrapper on ACA.