City of Bellevue’s Council Priorities

Description

Council Priority #1: Identify and implement enterprise approaches to service management, community engagement and data analytics to improve customer service, access and transparency.

Period

Q4-25

Priority Status

On Track

Priority Status Legend

On Track | Completed | Delayed/On hold | Not Started

Priority Icon

Group of people icon representing Council Priority #1

Staff Contact

PJ Rodriguez: [email protected]

Progress Updates

Expanded enterprise service management by onboarding FAM Business Systems into the Freshservice Enterprise Service Management Platform, eliminating manual request logging and enabling workflow-driven triage with automated ticket assignment, confirmations, status updates, dashboards, and improved visibility into request trends.
Completed rollout of the online Special Event Permitting application portal (February 2025) to streamline the special event permitting process, expedite processing, and improve transparency for applicants and city staff.
Launched Phase 2 of the Utilities customer portal (June 2025), providing water consumption data, analytics and dashboards, and customer-selected notifications and self-help features in addition to billing and payment capabilities.
Completed an options analysis to enhance Utilities call center capabilities to improve customer service.
Soft-launched the Utility Billing Assistance web application (July 2025) with Mini City Hall personnel as the first users, leveraging the city’s existing service management platform to streamline assistance applications and improve administration of submitted applications.
Advanced permitting modernization through partnership with Govstream.ai—piloting AI tools and beginning broad rollout of Phase 1 “Permit Guide,” introducing AI-powered assistants (web, email, and voice) to provide pre-application guidance and assist staff serving the public in-person and online.
Built and delivered enterprise data analytics capabilities by establishing foundational BI platfo

Look Ahead

Continuing the work on enhancing the customer experience on the permitting process, DS and ITD will start iterating on the next phases, which include working on the Application Assistant and First Review. Phase 2 involves the Application Assistant that ensures application submissions are complete and compliant from the start, reducing errors and unnecessary back-and-forth. Phase 3 – First Review involves an AI-driven, basic requirements review and automated triage to help surface potential issues with applications and prioritize high-risk applications for further analysis.
The city is actively working on a comprehensive Data Governance framework to ensure consistent, secure, and high-quality data management across all departments. This work includes finalizing a citywide policy, establishing governance roles and structures, and implementing tools for data cataloging and master data management. These efforts will strengthen transparency, improve decision-making, and support the City’s long-term digital transformation goals.
The City is advancing a procurement transformation as part of its broader Business Transformation Program to modernize systems and processes. This initiative will streamline procurement workflows, clarify roles and responsibilities, and integrate technology to improve efficiency and transparency for staff and vendors. These changes are designed to deliver a more consistent, customer-focused experience and align with the City’s enterprise modernization goals.

Milestones

Establish the Data, Analytics, and Insights Program
Council Priorities | 1/1/24 - 12/31/26

Utility Customer Technology Improvements
Council Priorities | Completed 8/29/25

Billing Portal Phase 1
Council Priorities | Completed 9/30/24

Call center capabilities options analysis
Council Priorities | Completed 6/30/25

Utility Billing Assistance program deployment
Council Priorities | Completed 10/1/25

Billing Portal Phase 2
Council Priorities | Completed 7/8/25

Launch Customer Service Management Platform for Council Office and City Manager
Council Priorities | Completed 9/30/24

Special Event Permitting Project
Council Priorities | Completed 6/30/25

MyBellevue Replacement
Council Priorities | 1/15/25 - 12/31/26

Pilot Technologies to Improve Permitting
Council Priorities | 4/1/25 - 12/31/26

Reasonable Accommodation

For alternate formats, interpreters, or reasonable modification requests please phone at least 48 hours in advance 425-452-6800(voice) or email [email protected]. For complaints regarding modifications, contact the City of Bellevue ADA, Title VI, and Equal Opportunity Officer at [email protected].