SUBJECT/RECOMMENDATION:
Title
Authorize an increase to the purchase order with Accela, Inc. of San Ramon, CA for the addition of Open Counter customer service module, user licensing, ePermitHub, and professional services support of the city’s land management and permitting software for the term that began in May 2024 through October 5, 2029, in the amount of $513,078.37 for a revised not to exceed amount of $2,805,826.01 pursuant to Clearwater Code of Ordinances Code Section 2.563 (1)(d), Non-competitive purchase (Impractical), and authorize the appropriate officials to execute same. (consent)
Body
SUMMARY:
Accela serves as the City’s enterprise land management solution for permitting, licensing, code enforcement, and land planning. Council initially approved the agreement on June 6, 2024, with a subsequent amendment approved on January 15, 2026. This new request provides enhancements to the City’s existing Building and Permitting system through the addition of the Open Counter module and an enhanced customer experience portal within the City’s existing Accela cloud-based software-as-a-Service (SaaS) platform for the current subscription term to begin on July 1, 2026, and extending through October 5, 2029.
The Open Counter module is intended to improve public access to permitting, licensing, and zoning information by providing residents and business owners with guided navigation tools, permit discovery assistance, zoning lookups, cost estimation features, and application requirement summaries. In support of these enhancements, the agreement also includes ten additional Accela user license seats and associated professional services support hours.
Accela has served as the City’s land management solution for more than 20 years and has been extensively configured to support the City’s specific operational workflows, permitting processes, code requirements, integrations, and land management functions. Competitive solicitation for these services is considered impractical due to the proprietary nature of the Accela platform and the City’s significant long-term investment in system customization, integrations, configuration, data migration, and staff training. Transitioning to an alternate system would require substantial replacement costs, redevelopment of customized workflows and integrations, retraining of staff and public users, and would likely result in significant operational disruption to critical permitting, licensing, and development services. Continuing with Accela ensures system continuity while minimizing cost, risk, and impacts to city operations.
In 2025, Accela acquired PermitRocket Software LLC, the City’s current electronic plan review provider (ePermitHub), and integrated that solution into its enterprise land management platform. This agreement continues consolidation of the City’s Accela and ePermitHub-related products and services into a single enterprise platform and support structure.
The Open Counter licensing cost for the referenced term is $153,578.71, and the addition of ten Accela user licenses will cost $96,398.41 for the same term, and ePermitHub Enhanced Reporting Database (ERD) in the amount of $38,101.25. In addition, $225,000.00 is requested for professional services support.
Approximately $125,000.00 of the professional services allocation is designated for Open Counter implementation services, system assessment activities, optimization efforts, and platform tuning services associated with the enhanced customer portal functionality. The remaining $100,000.00 is requested to cover payment of an invoice for services incurred during the prior fiscal year’s upgrade project. Both the scope of work and associated funding were previously approved by Council; however, receipt of the invoice was delayed, and the purchase order was closed prematurely. Those funds were reallocated to accommodate an extension of the service term for our on-premise environment and Enhanced Reporting Database fees for ePermitHub. Although the invoice was received after the fiscal year transition, the services have been verified, and payment is due without penalty.
For the remaining four years of the subscription term, the annual service fees have increased, and costs are updated as follows:
• Year 2 (10/06/2025 - 10/05/2026) - increase by $21,062.23 for new total $400,061.39
• Year 3 (10/06/2026 - 10/05/2027) - increase by $65,826.60 for new total $490,307.60
• Year 4 (10/06/2027 - 10/05/2028) - increase by $98,141.24 for new total $543,846.29
• Year 5 (10/06/2028 - 10/05/2029) - increase by $103,048.30 for new total $571,038.61
Payments for software licensing and subscriptions will be made annually in accordance with the maintenance schedule. Professional services will be billed on a time-and-materials basis as needed throughout the service term.
APPROPRIATION CODE AND AMOUNT:
Funding for the implementation costs and first year of licensing of the Open Counter module are available in capital project 355-94857, Accella Permitting & Code Enforcement. Future year subscription costs will be requested as part of the annual budget process of the Information Technology department.
The Information Technology department and associated capital projects are funded by revenues from the Administrative Services Fund, an internal service fund of the city responsible for the administration of city-wide technology services.
STRATEGIC PRIORITY:
This purchase will support all the objectives of a High-Performance Government, as well as Superior Public Service.
