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The U.S. capital is home to more than 500,000 residents. However, more than a million people are in Washington, D.C., on a typical workday when visitors and commuters from the suburbs arrive.

The District of Columbia Department of Consumer and Regulatory Affairs (DCRA) has a mission to protect the health, safety and economic interests of these people. The department issues licenses and permits; conducts inspections; enforces building, housing and safety codes; regulates land use and development; and provides consumer education and advocacy services.

As it protects the health and welfare of the District of Columbia's residents, businesses and visitors, the DCRA is always working to achieve a higher level of efficiency. That's why it's been adopting new tools to streamline its workflows, simplify IT systems and make information more accessible to the public via the Web.

Until recently, the DCRA used 51 different systems to manage its data. With so many systems, staff relied on numerous interfaces and data repositories to find information.

"There is significant overlap in terms of the data each of DCRA's divisions needs to do their jobs," said DCRA Director Linda K. Argo. "However, none of our legacy IT systems spoke clearly with each other, and thus most of the interaction was taking place on paper or through e-mails and phone calls."

DCRA staff had to compare and contrast different versions of the same data to arrive at what they needed. "They were maintained on different platforms, different vendors, different everything," said Gus Viteri, CIO of the DCRA. "It was tedious at best and inefficient at worst."

A Web-based solution from Accela is streamlining the department's workflows by setting up a single database and condensing to approximately eight systems, with one of those systems doing most of the work. With fewer systems and one comprehensive database, the infrastructure will be simplified tremendously. Thus, numerous activities within the department are happening more quickly.

The DCRA uses Accela Automation®, a Web-based enterprise solution that enables the department to automate workflow, activity tracking and other daily tasks. The central database allows more efficient data management and easier information sharing across departments. The result is improved efficiency and productivity. And because it's Web-based, it lowers costs and streamlines application support and maintenance.

The DCRA is finishing up an 18-month implementation this fall. Like most government entities in today's tough economic times, the department is doing more with less. With Accela Automation, the only requirement to access the system is an Internet- ready PC and browser, which reduces costs considerably for the DCRA.

In addition to improving internal systems, Accela Automation also enables permits to be issued more quickly. And it's making it easier for citizens and businesses to get information and services on the Web.

"We are excited about this new system as it allows us to leverage new technology to create a seamless operation and to move many of our processes online," Argo said. "We've improved both the customer experience and created new efficiencies this agency sorely needed."

To the Point
With fewer systems, the agency will be more productive. "We'll have all our information, for all of our areas, in one single system," said Viteri. "Now you don't have to log in to five or six different systems. Everything is in one place. That's going to be the first benefit for us. The second is that the reporting process is going to be a lot easier." With the new system, reporting can be done more quickly than in the past, and Viteri and his staff will have more confidence in the data.