munis a tyler erp solution

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1 munis a tyler erp solution Finding the best ERP solution for state and local governments

2 How to find the best fitting ERP solution for state and local governments Traditionally, public sector organizations have been underserved, being forced to choose between large, tier 1 vendors or smaller, regional companies. The traditional tier 1 vendor is international in scope, has multiple vertical products and typically utilizes partners for required services. They have the engineering resources to remain technologically viable and they have the financial resources to weather economic hardships. However, because their products are designed for multiple industries, they lack public sector specific domain expertise and clients ultimately pay for features with no practical application to state and local governments. At the same time, these products don t do all that state and local governments requires without customization, typically by a third party. This model results in problems of scope, cost, timeliness and accountability for public sector clients. Project failures resulting from these types of problems are repeatedly noted in the public record. The smaller, regional vendor is typically very good at maintaining relationships with their public sector clients and providing regional features and expertise. The problem is that they have limited resources to grow with the needs of their clients, to invest in many new technologies and to expand their business beyond their region. Further, their ability to scale to larger ERP installations, even within their region, is limited. This model results in a high rate of attrition. State and local governments have seen time and again that their regional ERP vendor goes out of business or is forced to sell to a larger competitor. For state and local governments, that can mean a disruption to service levels, stagnant functionality, and a negative return on their investment. Once it is determined that a product meets your functional requirements look at the company you are buying it from. Can that company provide a sustainable partnership? 3 Questions every ERP decision maker should ask themselves: 1. Is the company viable can they deliver? 2. How will the company help us stay current with the technology and functionality required to deliver the services our citizens expect? 3. Looking out 5-10 years, is the company likely to be a significant player in the market space?

3 This left an opening for a company to get creative and be significant enough to have the resources to be competitive technically with tier 1 players, but also to have the subject matter expertise, the experience and the clients to compete with the regional companies. Tyler filled this gap in the industry by becoming a national player but focused on the public sector only. Our combination of domain expertise and significant resources means state and local governments no longer have to sacrifice the experience of smaller companies for the tremendous resources of larger companies when choosing a vendor. Not tier 1 light but a completely different approach; a company with: For public sector ERP in state and mid to large size local governments, one ERP solution is undisputedly a market leader, that provides functional innovation and leading technologies that are in line with client needs, and that has a history of successful product implementations that are on time and on budget. That ERP solution is Munis. Public sector domain expertise A focus in one and only one industry Resources to scale and compete A vested interest in our clients success because we not only sell the solution, we provide the services to implement it and support it for the long haul Perpetual product upgrades with a phenomenal long term ROI A large and satisfied client base

4 Delivering client success Everything we do is built around our clients to provide them with solutions such as Munis that enable and empower users to become more efficient, productive and responsive to the needs of their constituents. User-centric design Our commitment to the total client experience means that we invest heavily in a user-centric design process. We continually maximize end-user productivity by listening to our clients and assessing what is important to their business. We involve them in usability testing conducted by usability analysts certified by Human Factors International to ensure that Munis works the way they do. Prior to general release of any Munis application, we perform many quality assurance tests. We then involve some of our most demanding clients in an early adoption program. This is where Munis releases are subjected to real world process testing scenarios. Our early adopters have the opportunity to influence the quality and feature value of the product. In addition, early adopters have a dedicated Tyler coordinator overseeing the project and receive priority support with accelerated response times. Our industry-specific software and user centric design means a better fit and a flatter/faster learning curve for state and local government employees. I can t say it enough. Working with Munis through the early adoption process was worth it in so many ways. Not only did it provide our users with a direct link to the technical and application development folks, it helped our users pull together as a team not just among our departments, but with the Tyler staff as well. Our users now have a better understanding and respect for the Tyler staff and feel more invested in the product itself. Maria Racca, Data Analyst/Information Technology/Finance, City of Amherst, MA (Munis Early Adopter Program Participant)

5 User-centric implementation Tyler s focus on user experience results in faster, less costly implementations. We ve taken the successful approach to implementation we ve used for years and meshed it with the principles of the Project Management Institute (PMI), a globally recognized organization dedicated to promoting the project management profession. The result is an implementation method tailored to meet the specific needs of our public sector clients. Through PMI, our project managers earn Project Management Professional (PMP) certification, a qualification program that signifies a professional has met strict guidelines. All Tyler implementations are planned, managed and executed by our own experts and backed by Tyler s comprehensive resources. 5 Steps to a Successful Implementation 1. Entering the Partnership Our implementation team defines roles and responsibilities, sets expectations, identifies roadblocks and builds consensus. 2. Defining the Future We work with your organization s key players to create a detailed project plan to meet your specific needs, challenges, schedule and more. 3. Moving Forward Our experts help you establish formal policies and procedures and understand all available options by creating a model of what your business environment could be like once you re running Tyler applications. 4. Ensuring Your Satisfaction During implementation, control points are put in place. This ensures all needs have been met, each team member has accomplished their tasks and the project plan has been followed. 5. Preparing for the Future Our experts don t just disappear once implementation is complete. We ll help you transition to using our full Munis Support Services.

6 Positioning clients for success When implementing a new system, so much depends on getting it right: ensuring that you are using best business practices, that workflow processes are streamlined, that your organizational objectives are met, and that every member of your organization understands and is supportive of the project. Through Tyler Consulting Services, we work with clients during a two-phase process that includes a business process review and a business solution design. This helps clients improve business processes, maximize efficiencies and define the best utilization of Munis to meet organizational objectives. Tyler Consulting Services can even develop desk procedure documents that provide user manuals customized to specific procedures utilized in your organization. 3 Human Factors Influence the Success of an Implementation. 1. Speed of Adoption: How fast employees adapt to the new software system. 2. Utilization Rate: How many employees actually use the new system. 3. User Proficiency Rate: How comfortable employees are with the new system and how well they perform using it. Tyler employs change management experts who are certified by Prosci, the recognized leader in change management research. They help you communicate the rationale for the implementation and manage expectations of staff members. The benefits include increased adoption rates of new systems and policies, easier employee adaptation to new roles, more efficient employees, less disruption of day-to-day activities during implementation, decreased need for retraining and the creation of a track record of success. Portage County s investment in Tyler, and Tyler s investment in Portage County, led to an extremely successful implementation. As a result, we have a highly efficient system which continues to meet the ongoing needs of the County. Brian Kelley, Portage County CIO (employed Tyler change management services)

7 Empowering our clients with multi-faceted support We believe in empowering our clients to find the answers to their questions on their terms. If they prefer to search for their answers through our in-program help or online tools they may. If they prefer to post a question to another user through a forum they may. And if they choose to initiate a formal support call through an or a toll-free number they may. While some companies contract out application support to a less knowledgeable third party, ours is provided by in-house experts. Munis Client Support is divided into application-specific teams. This allows a support technician to focus on a group of applications, offering detailed support and fast solutions. Each day, using our call escalation system, Senior Technicians, Team Leaders and Senior Analysts review open calls in their focus area to monitor progress. Tyler records all client contacts in a Customer Response Management (CRM) system. This system tracks the history of each incident, including the person calling, time of the call, priority of the call, problem description, support recommendations, customer feedback, FERs (Fix or Enhancement Requests) to Development, and resolution. As a result of this state-of-the-art information system, we have a more detailed snapshot of each client, and a more accurate, up-to-date database that results in improved efficiency across the board. We constantly measure our achievement and we are proud of the results. When you call our support line your call is answered by a technician 80% of the time and the remaining 20% that leave a voice message receive a callback in only 32 minutes on average. Clients are empowered to get the help they need, in the format they choose: Munis programs contain field and procedural help displays Wizards Online Client Portal allows you to request assistance and monitor the status of an incident Web-based Knowledgebase containing thousands of documents GoToAssist Support Center, which is used to share the client s desktop via the Internet Toll-free support line Request support via groups based on specific Munis applications via registration on our Web site User Forums Release Administrator to see what is in each Munis release by application Munis Internet Update to download and install releases and updates Disaster Recovery Services (optional) OSDBA (Operating System & Database Administration) support (optional)

8 Keeping clients current with incremental introductions of technology Avoiding the dips in the technology adoption life cycle Why would anybody purchase an ERP solution with built-in obsolescence? It makes no sense. Perpetual upgrades and our evergreen philosophy Our competitors haven t figured out how to avoid the dips of this technology adoption life cycle. But we have! Most systems start out with innovative technology that looks great but is unstable and feature poor. As the product matures, it stabilizes over time but eventually the technology begins to lag, until one day the software must be completely overhauled. Then the cycle starts all over again. This is the typical technology adoption life cycle and we think it is an incredibly disruptive and inefficient way to deliver software. When their software reaches the end of its life cycle, state and local governments are often faced with costly re-licensing for the next generation software or they have to begin a lengthy and costly RFP cycle. Even if they were provided the next generation software free of charge, they face extensive, disruptive and costly training for their staff to learn how to use it. Tyler solved this dilemma years ago. Munis clients get industry leading technology that is continually enhanced through a perpetual upgrade process we refer to as evergreen. It is a steady stream of significant yet manageable changes deployed with minimal disruption to our clients operations with no re-licensing fees. We add the newest technologies while maintaining the integrity of our core business logic, without having to completely rewrite our code. This incremental introduction of new technologies results in a product that always has functional innovation with the practical application of technology that is in line with client needs. This ensures you always have the right tools to save money and work more efficiently. And this is how even the earliest Munis clients continue to use current technology and releases of Munis today, all as part of their standard maintenance agreement. Our track record speaks for itself. As they became available, we integrated Web technologies for self-service applications and product hosting. We incorporated workflow technologies and bi-directional integration between Munis and Microsoft Excel. We utilized Microsoft SharePoint, Microsoft.NET and the Microsoft Office Communication server. And today we deliver Munis in 100% Microsoft Silverlight technology, we utilize data cubes and pivot tables to deliver business intelligence, and more. And we are continuously moving forward with the introduction of technologies that will enhance our clients experience and help them deliver the services technology-savvy citizens expect.

9 Quality releases with powerful administration tools As Munis evolves, Tyler makes it easy for clients to maintain current technology with minimum disruption to operations and no need for costly retraining. Tyler Technologies employs a comprehensive and easy-to-use Release Life-Cycle Policy for its Munis ERP software. Our release life-cycle policy is designed to balance our clients need for flexibility and stability, while meeting the demands for strategic product enhancements. We provide complete transparency throughout the life cycle. Our clients may use the Munis Release Administrator to access our work ticket system that provides real-time status information on enhancements and open and closed support issues. In addition to the status of an item, it also provides information on configuration, requirements and considerations. Staying on top of system enhancements is easy. The Munis Internet Update allows system administrators to periodically check for and download updated Munis code. It keeps a running history of all releases, and maintains log files and rollback options. System administrators use this utility to update all files or optionally to select from available updates, including custom code that has not been generally released.

10 A strong future based upon stability, credibility and commitment Stability. Credibility. Commitment. These are the solid, proven fundamentals upon which we ve built our products and our company. They are the attributes that made us the largest company solely dedicated to providing products and services to the public sector. And they are the attributes that will position Tyler as a market leader well into the future. Stability We recognize the careful consideration that accompanies your investment in a software solution. You desire exceptional products, but you also want a strong and stable business partner. Tyler s stability rests in the controlled growth strategy that we have carefully designed and executed over the years. We ve experienced steady growth through sales, service and product development, as well as through strategic acquisition of viable companies that expand and enhance our suite of products. We ve established a clear path for our future by focusing on: Expanding geographically Securing larger, more complex opportunities Broadening our product offerings Extending existing client relationships Commitment by the numbers 1966 Tyler Technologies was founded 1981 First implementation of Munis Employees dedicated to public sector products and services 10.3 Percent of maintenance revenues* used to fund R&D Tyler ERP clients Tyler ERP clients using Munis 30 Years of successful Munis implementations * based upon 2010 figures Tyler is publicly traded on the NYSE under the symbol TYL. As such, we operate with regulatory oversight that ensures a high degree of accountability and transparency, just like the clients we serve. As a client, you have full disclosure of our financial standing and as such, can see for yourself that Tyler is financially stable and has the resources to provide you with the exceptional products and services your desire.

11 Credibility Founded in 1966, Tyler Technologies has an impressive track record of success. Our success is a direct result of our credibility in the marketplace. Our reputation is built upon delivering what we promise: completing our implementations on time and on budget, keeping your investment in Munis current through our Evergreen approach to product development and providing standards setting client support. Commitment When your entire business is built upon the needs of a single industry, you make sure that everything you do is completely in alignment with the needs and goals of that industry. For us, that means our exclusive focus is on the public sector and we never waiver. And while others list public sector as just one of many vertical industries served, 100% of Tyler s short and long-term commitments are to the public sector. The first installation of Munis was in Today we have more than 1200 successful implementations of Munis a track record of 30+ years of steady growth. We got to where we are by remaining true to our mission and true to our clients. Tyler has been named one of America s 200 Best Small Companies for three consecutive years by Forbes Magazine, included in Software Magazine s Software 500 for three years in a row and previously been recognized by Audit Integrity, an independent research firm, as one of America s 100 most trustworthy companies. These achievements point to our credibility in the marketplace and our commitment to delivering the best products and services to our clients. We are proud of our investments in our products and services. We employ more than 2000 experienced professionals who are dedicated to the products and services you use every day. Many of them have experience working for organizations just like yours. That kind of experience and dedication is crucial to providing the feature-rich, highly functional, integrated products and essential services that help you perform at your best. The level of investment Tyler continues to make in products like Munis is significant. In 2010 our total R&D expense as a percentage of maintenance revenue was 10.3%. The dollars that our clients invest in our products are used to enhance the very same products they use not some other vertical industry. This kind of commitment to product enhancement and development ensures that the products you use are leading the industry. Our commitment to the 4,325+ clients currently using a Tyler ERP solution is just the beginning. That number continues to grow year over year. Tyler is the market leader in both ERP market penetration and new product selections. With the strength of our client-base and the resources we devote to improving our products and services, Tyler fully expects to maintain our leadership position well into the future. That means that when you select a product like Munis today, you will still have a viable product in 10 years, 20 years, and longer.

12 Learn how Munis can empower your organization The Munis ERP Solution includes Financial Management, Human Capital Management and Citizen Services and Revenue applications. Detailed information on our products, services and technology are available upon request. Call us for a free Investment Assessment Our consulting experts spend one to three days (depending on your organization s size, complexity and scope of modules needed) showing you how a new ERP system can be the backbone of your operation. We ll highlight new technologies and best business practices that improve efficiencies and ultimately save you money. Visit us on the Web Call us at Follow us on Software that thinks like you do. At Tyler Technologies (NYSE: TYL), we have a single mission: enable local governments to be more efficient, more accessible and more responsive to the needs of citizens. That s what we do. And that s all we do in partnership with more than 9,000 clients, including local government and school offices throughout all 50 states, Canada, Puerto Rico, the U.S. Virgin Islands, Guam and the United Kingdom. Tyler Technologies is a leading provider of information management solutions and services for the public sector and Tyler is the largest company in the country solely dedicated to providing software and IT services to the public sector market. MU-OV-BR The Tyler logo and design mark are registered trademarks of Tyler Technologies, Inc. 2011, all rights reserved.