City of Seattle Utility Assistance Program (UAP)

TEAM IM partnered with the City of Seattle’s Information Technology Department on behalf of Seattle Public Utilities and Seattle City Light to modernize and streamline the administration of the City’s Utility Assistance Programs (UAPs). Supporting a city government of approximately 10,000 employees and more than 900 individual applications managed by City IT, the initiative focused on improving how residents apply for and receive assistance. To better serve its citizens, the City sought to consolidate multiple assistance programs into a single, unified application platform—simplifying processes while increasing efficiency, accuracy, and transparency.

By combining the Utility Assistance Programs into one centralized system, the City significantly improved operational performance. The new platform increases application processing volume while reducing overall costs, minimizes errors through unified workflows and data validation, and reduces the risk of cases being lost or delayed. It also enhances resource allocation across departments, strengthens reporting and historical tracking capabilities, and creates cross-platform efficiencies through integration with systems such as Customer Care and Billing.

Following a competitive procurement process, TEAM IM was selected based on our deep technical expertise, strong proposal, and trusted history as a registered solutions provider for the City. Leveraging Oracle WebCenter Content and our proprietary Modern UI middleware layer, we developed custom Angular-based front-end and back-end applications. The mobile-responsive, accessible front-end portal allows residents to submit new assistance requests and manage existing cases with ease. The back-end Case Management portal supports role-based operations across multiple programs, featuring a combined branching workflow, comprehensive case auditing, and detailed reporting functionality.

The platform successfully went live in August 2022, receiving positive feedback from City stakeholders. Plans for expansion were quickly initiated, with a follow-up phase designed to introduce additional capabilities such as document scanning, sensitive information redaction, enhanced records management, and onboarding of additional assistance programs. Despite pandemic-related delays, leadership transitions, and technical challenges, the project was delivered successfully through strong collaboration between the City and TEAM IM.

This engagement highlights the strength of TEAM IM’s long-standing partnership with the City of Seattle and the value of our Modern UI middleware technology. Our advanced middleware layer enables scalable, integrated application ecosystems—powering complex solutions like the Utility Assistance Platform and Procurement Portal in ways competitors simply cannot replicate.