Modernizing Civic Services
Case Study: Background and Challenge

Navigating the Complexity in Civic Services: In the diverse landscape of municipal governance, the City of Fort Worth leverages Accela’s land management solution in numerous pivotal departments, including Development Services, Water, Transportation and Public Works, Park & Recreation, and Code Enforcement, among others. With 536 licensed users and an annual issuance of 19,500 Building Permits (as of CY 2022), having a stable, predictable, and efficient end-to-end solution is imperative.

Before moving to Accela’s Cloud environment in March 2023, the City encountered frequent operational disruptions due to its on-premises architecture. The City recognized that these downtimes impeded their ability to provide efficient services to their residents, businesses, and developers. By embracing the cloud, the City of Fort Worth successfully eliminated these disruptions and became positioned for a seamless operational environment. This strategic move addressed the immediate challenges and positioned the City for a future of uninterrupted, efficient, and continuously improving service delivery.

Hyperfocus on Process Improvement: The City’s commitment and focus on streamlining operational processes are present at every level. The primary objectives are to reduce waste and leverage automation wherever possible to improve the experience for both Staff and Customers. This underscores their profound aspiration to enable users to
be facilitated by technology rather than the inverse. Once complete, the expectation is
a comprehensive, end-to-end solution that will be more seamless, easier to navigate, and less burdensome for internal and public-facing users.

Results: The Power of iPaaS. A Strategic Solution

Predictable, efficient, and continuously improving service delivery: As the City of Fort Worth moved forward on its process improvement journey, it recognized the crucial role Integration Platform as a Service (iPaaS) could play in achieving its goals. With a multitude of departments and systems to manage, the need for seamless integration was paramount. iPaaS emerged as a key element, offering a unified platform that effortlessly connected the City’s chosen 3rd party systems to Accela. This strategic solution will facilitate data flow and harmonize processes across departments, leading to enhanced collaboration and more efficient workflows. By embracing iPaaS, the City of Fort Worth will achieve a comprehensive solution that streamlines internal operations for staff and provides a smoother and more user-friendly experience for customers engaging with city services.