At the October 13, 2021 Commission Meeting, Commissioner Ricky Arriola requested the Finance and Economic Resiliency Committee to review Tyler Tech's performance as a software solution for several City processes. At the October 22, 2021 Finance and Economic Resiliency Committee, the Information Technology Department presented a review of the City’s procurement and engagement with Tyler Technologies specific to the Munis and EnerGov Enterprise Resource Planning systems. The discussion included a roadmap for maximizing value with the current suite of products that would help baseline whether Tyler’s software platform was the best fit for the City. The Information Technology Department committed to completing a nine-month strategic technology plan and returning for discussion in July.

The Information Technology (IT) Department has worked closely with Tyler Technologies as well as with the Building, Planning, Code, and Fire Departments to prioritize EnerGov as the first system to evaluate and upgrade. IT coordinated testing, training, and deployment of EnerGov’s upgraded version of software for February 10^th, 2022 on new IT infrastructure. Tyler Technologies requested that the City delay the upgrade until February 17-21^st, 2022 to allow for an extra day of support services. Due to pre-deployment challenges with Tyler Technologies’ implementation team, the City was then forced to reschedule for February 24-27^th, 2022. The change in schedule allowed the City to preserve its timeline to upgrade Munis and New World Public Safety systems later in the year as well. Since the upgrade went live on February 28^th, the City’s operational departments, citizens, and customers have experienced unstable services and challenges with permitting needs. These can be directly correlated to the upgrade process and continued for over three weeks. The IT Department continued proactive monitoring and around the clock coordination with Tyler to ensure system functionality could be restored. City operations were crippled by the state of the system and Tyler continued to exhibit a pattern of ineffectiveness in their support capabilities.

Given the challenges with ongoing support and stability from Tyler Technologies’ EnerGov product, the Administration seeks to release an RFI to understand market options that may provide more adequate solutions for the City. Additionally, the Administration is exploring remediation options through the Master Services Agreement that was signed between the City and Tyler Technologies in 2021. The IT Department remains committed to working with Tyler and City departments to stabilize EnerGov and improve services until such time that a decision can be made regarding its future.