Improved Access, Reduced Workload: James City County’s Digital Housing Portal Success

James City County, Virginia, is a community known for its historic Jamestown. With a population of approximately 82,000, the County faced a growing challenge: Residents—and visitors from surrounding counties—struggled to access housing resources. Information was fragmented across departments; eligibility requirements were difficult to locate, and many members of the community lacked the transportation or digital access needed to find support.

To address these barriers, the County decided the time was right to move forward with the 2019 recommendation from the Workforce Housing Task Force to build a website dedicated to Housing needs. The initiative was led by Vaughn Poller, Neighborhood Development Administrator, who guided strategic direction, Keith Denny, Housing Programs Administrator, who contributed program content and updates, and Tina Colonna, Web Manager, who oversaw cross-departmental collaboration and ensured accessibility remained a top priority. Together, this cross-departmental group launched the Housing Resource Portal—a centralized, easy-to-navigate platform designed to simplify access to housing programs and empower residents to find help through self-service options.

The Challenge

Before the Housing Resource Portal’s launch, residents faced a maze of disconnected resources. Navigating eligibility requirements often meant multiple phone calls or in-person visits—especially difficult for those with limited mobility or digital access. Staff were fielding repetitive inquiries, and residents lacked a clear starting point.

The absence of a centralized hub created friction for both residents and staff, delaying access to critical services, and straining internal workflows.

The Solution

The Housing Resource Portal was developed to centralize housing information and streamline access. Designed with accessibility at its core, the portal supports screen readers, mobile devices, and intuitive navigation for residents of all ages and those with limited transportation.

The Housing Resource Portal also integrates with the County’s CivicPlus® ecosystem, which includes Municipal Websites, SeeClickFix 311 CRM, Social Media Archiving, Agenda Meeting Management, Municode Codification, and Process Automation and Digital Services.

The Impact

The Housing Resource Portal significantly improved how James City County serves its residents and those in surrounding counties by reducing housing-related inquiries and enabling users to arrive better informed.

Staff now spend less time fielding repetitive questions and more time engaging in meaningful conversations. Between July 2024 and June 2025, key program pages saw dramatic increases in traffic—including a 98% rise in views for income-based rental opportunities and a 117% surge in visits to local food bank information—demonstrating deeper trust, broader reach, and tangible impact across the community.

From Task Force to Transformation

Accessibility wasn’t an afterthought—it was the foundation. The portal was designed to meet the needs of residents who rely on screen readers, have limited mobility, or face transportation barriers.

A Portal That Delivers

Residents and staff quickly realized the value of The Housing Resource Portal and now view it as a trusted tool.

For staff, it streamlines workflows, reduces housing-related inquiries, and empowers residents to find answers independently.

“The staff have heard that the portal has streamlined or made things a lot easier. They’ve also heard about the convenience of being able to go on the portal where we have buttons that help them do a self-assessment,” says Denny. “Residents can look for a place to rent and select ‘Rental Opportunities’ to find places that accept housing vouchers.”

James City County residents and those in surrounding areas appreciate the portal and how it reinforced the county’s broader commitment to inclusion.

By the Numbers

The portal reduced housing-related inquiries, improved internal workflows, and empowered residents to self-serve with confidence.

After reviewing a full year of analytics, James City County uncovered dramatic increases in page usage across key housing and support programs:

• 14.6% increase in visits to the Homeless Prevention Program page
• 45.5% increase in traffic to the Housing Voucher Program page
• 98% increase in views of the Income-Based Rental Unit Opportunities page
• 43% increase in First-Time Homebuyer page visits
• 117% increase in traffic to the Local Food Bank Information page

These numbers reflect more than just clicks—they signal improved awareness, reduced friction, and deeper resident trust in James City County’s digital services. Residents are finding the information they need faster. Staff see fewer repeat questions and have more informed conversations.

A Model for Accessible, Resident-Centered Service Delivery

James City County’s Housing Resource Portal exemplifies how intentional design, cross-departmental collaboration, and accessibility-first thinking can transform public service delivery. By centralizing housing information and removing barriers to access, County leaders empowered residents to navigate critical resources with confidence—while freeing staff to focus on deeper support. Backed by measurable results and positive community feedback, the portal stands as a model for how CivicPlus solutions can help local leaders drive equity, efficiency, and trust in local government.