County IT director says Acela system stabilized after implementation issues; supervisors press for clearer customer support
Summary
Tristan Cormier told the board he led a stabilization of the county's Acela/GovPATH permitting rollout and learned implementation (not the vendor) caused delays; supervisors urged clearer front‑desk support and faster permit turnaround for small projects.
Supervisors used the consent and staff‑report portion of the meeting to press county leaders on long processing times for routine permits and a difficult online experience for residents and contractors.
Tristan Cormier, director of the county’s Information Services Department, told the board he conducted an assessment and stabilization of the Acela implementation, concluding that Acela itself "seems to be a very, stable application, which is used by several counties," but that the county’s onboarding and implementation were problematic. Cormier said he has used internal resources and cross‑county meetings to stabilize the rollout and that residents should see improvements soon.
Supervisors emphasized accessible customer service: one said some small projects can still be handled at the front desk and asked staff to publicize that option so residents aren’t required to navigate the system for minor permits. The discussion did not produce a formal action beyond recognition of the ongoing stabilization work.
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