City of Harborview

Community Performance Dashboard

Reporting Period Q2-26
Measure · Service Excellence

Digital Service Adoption %

Share of eligible City transactions completed online rather than on paper or in person, including permits, business renewals, and program registration. Higher adoption means faster service and lower cost; the target is 60% or higher.
On Target

Actual vs Target

Quarterly · Q3-24 to Q2-26

Quarterly Analysis

  1. Digital Service Adoption increased again to 71.6%, up 0.4 points from 71.2%, and remains green with an 11.6 point margin over the >=60% target.
  2. The smaller gain is expected after the Q1 rebound; we are now operating in the harder stage where each additional point requires targeted redesign.
  3. The remaining paper concentration is mainly in business renewals needing documentation review, residential encroachment permits, and a small group of recurring marina lease amendments.
  4. For Council, the chronological arc is strong: Harborview moved from a 65.7% green baseline to 71.6% while improving data quality and keeping departments aligned to the reporting calendar.

Recommendations

  1. Sustain the 71.6% result by locking the current service-code definitions and requiring department validation by the third business day after quarter close.
  2. Extend adoption by piloting appointment-to-digital conversion for marina lease amendments and encroachment permits, with tablets and document scanning available at the first contact.
  3. Set a practical next internal milestone of 73% and assign owners for the three remaining paper-heavy cohorts before the next Council strategy check-in.