Case Study: City of Charlotte achieves a 100% digital customer experience and seamless remote operations with Accela

Charlotte, NC A Seamless Transition Adapting to New Norms Amid COVID-19

The City of Charlotte’s Land Development Services team—responsible for planning, transportation, engineering, urban forestry, erosion control and site inspection—faced the dual challenge of supporting rapid population and economic growth while speeding and simplifying planning services for customers. When COVID-19 forced office closures, the city needed a way to maintain high-volume permit and plan-review workflows without in-person interactions.

Charlotte relied on Accela Planning and Building and years of electronic submittal processes to move planning and permitting to a fully digital model, supported by a centralized development center and virtual meetings via Webex. The result was a seamless remote transition with uninterrupted customer service: 100% digital submissions, expedited reviews, improved processing efficiencies, continued revenue generation, and safe operations for staff and the community.

City of Charlotte

Nan Peterson

Business Relationship Manager