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

Q2-26

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

As part of the Business Transformation program, the Customer Service Management workstream has completed all citywide requirement interviews and validation workshops, establishing the foundation for a unified community facing service and engagement platform. The technology selection process begins in early Q3. The platform will be designed to meet citywide needs, with the first phase replacing the current MyBellevue and Engaging Bellevue solutions.
The Business Transformation Procurement Transformation project has officially kicked off. Initial efforts are centered on defining the future citywide operating model, with a strong focus on clarifying roles and responsibilities across all departments and establishing standardized procurement processes to ensure consistency and improve service delivery citywide. Work to evaluate and select the supporting technology platform is scheduled to begin in late Q3.
Govstream.ai has been deployed to about 190 Development Services staff, supporting wider use of AI tools across departments. Core data integrations are now live, including permitting data from Amanda, GIS data from Bellevue Map Viewer, and Exchange Server connectivity for shared mailboxes. With deployment and integration complete, staff can efficiently access permit details, review projects, locate records, and navigate information across systems. We are ready to accelerate adoption and enhance value in the coming months.

Look Ahead

Milestones

Establish the Data, Analytics, and Insights Program

Council Priorities

1/1/24 - 12/31/26

Launch Customer Service Management Platform for Council Office and City Manager

Council Priorities

Completed 9/30/24

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

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].