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Baltimore housing department outlines fixes and timeline after troubled Accela permitting rollout
Summary
Housing Commissioner Alice Kennedy told the City Council the new Accela e‑permitting system created customer backlogs and a 200% increase in walk‑ins; the chief administrative officer and a new tiger team committed to a pre‑July hearing meeting and a stabilization plan.
Baltimore City Housing Commissioner Alice Kennedy told the City Council on May 30 that the Department of Housing and Community Development’s rollout of its new e‑permitting software has amplified preexisting personnel and workflow problems and produced widespread customer frustration.
Kennedy said the department replaced an older permitting system four months ago with the vendor product Accela and that the launch revealed problems that “must be addressed across the people, process, and technology” and that “we are not there yet.”
The department presented a short list of operational fixes it has already begun: consolidating permit categories…
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