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DBI flags Accela/Exela issues ahead of full permit-system rollout; vendor engagement requested
Summary
DBI project team reported progress on Accela implementation but flagged four open vendor support cases (including IVR and licensed-professional lookup failures) and intermittent performance problems; commissioners asked Accela/Exela executives to attend the next meeting and requested continued escalation.
The Department of Building Inspection—s project team reported progress on its Accela-based permit-and-project tracking rollout but raised concerns about several vendor-side technical issues that could affect end-to-end testing and a go-live schedule.
Henry Bartley, project manager from the Department of Technology, said punch-list items are being addressed and two long-lead items (grandfathered fees and a batch boiler process) remain. He warned that four open support cases with the vendor Exela include an IVR interface problem that has blocked testing for roughly 28 days and a licensed-professional lookup used by the web portal that has stopped functioning.
Bartley also reported intermittent performance slowdowns during testing, including inspection-scheduling transactions that were taking minutes instead of seconds in some test runs. "We have a meeting next week where they're going to come on-site and give us... what have been the performance issues, what's been the root cause," Bartley said, and recommended inviting Accela/Exela senior staff to a future commission meeting. Commissioners supported that step and asked staff to schedule vendor attendance and continue daily escalation until the blocking errors are resolved.
DBI and the project team said they would proceed with two rounds of end-to-end simulation (the first in August and a merged-data second round in October) and confirm a go-live date only after gating items are closed.
