Session: 2.6 Conversion Lessons Learned Panelist: Art Henriques, City of Santa Clara

1. Session: 2.6 Conversion Lessons Learned Panelist: Art Henriques, City of Santa Clara Sean Hurley, Synergetic Consulting Laurie Sherriff, City of Corvallis Date: Thursday October 4, 2001 October 2001 Tidemark User's Conference

2. Implementing a Tidemark Upgrade Lessons Learned From Fremont and Santa Clara October 2001 Tidemark User's Conference

3. Session Agenda • Santa Clara and Fremont Recap • Important Components for a Successful Implementation • Issues that Arise During an Upgrade • Brief Recap by Art Henriques from Santa Clara • Brief Recap by Ida Fu from Fremont • General Discussion October 2001 Tidemark User's Conference

4. Recap of Fremont and Santa Clara’s 2.61 Upgrade • Fremont went live with 2.61.aj on July 16 • Conversion took approximately 57 hours • Santa Clara went live with 2.61.01d on August 27 • Conversion took approximately 2 hours October 2001 Tidemark User's Conference

5. Important Components for a Successful Implementation • Planning • Clearly defining and limiting the scope of work • Allocating the necessary resources • Project manager • Computer support • Power users • Clearly define the expectations on Tidemark October 2001 Tidemark User's Conference

6. Important Components Cont. • Project Management • Build a Responsibility Matrix • Set-up weekly conference call with Tidemark Project Manager and Implementation Expert • TEST EVERYTHING THOROUGHLY • Develop a method for tracking issues • Get an early handle on Crystal Reports October 2001 Tidemark User's Conference

7. Important Components Cont. • Project Management Cont. • If your municipality has anything out of the ordinary with your network or computer, then run an on-site test conversion • Build a conversion events timeline • Build a workstation upgrade checklist • Allocate time to training your staff October 2001 Tidemark User's Conference

8. Issues that Arise During an Upgrade • Tidemark sends a bad conversion • You discover new bugs • Your business rules may have to change to accommodate the upgrade • You do not know how to go about testing • You do not have the resources October 2001 Tidemark User's Conference

9. Issues Cont. • Your Tidemark support group is not responsive • Your computer group wants to incorporate a network change at the same time as the upgrade • You cannot keep track of all the new reports October 2001 Tidemark User's Conference

10. Issues Cont. • Tidemark seems to run slower after the upgrade • Tidemark will not print reports • A particular workstation may not work with Tidemark or gives an error October 2001 Tidemark User's Conference

11. Crystal Report Inventory List Objectives - 1 • To differentiate between Tidemark provided and home grown (customized) report – through standardized naming convention • To verify what is registered against what are in the forms folder • To get a sample of the reports as part of the system documentation October 2001 Tidemark User's Conference

12. Crystal Report Inventory List Objectives - 2 • To provide our in-house customers for review and determine what report is to be kept / tossed • To record what work needs to be done on the kept reports • Standardize look and feel of the customized reports October 2001 Tidemark User's Conference

13. Crystal Report Inventory List Established Standard Report Requirements • Reports sent out of the City offices will have the new City logo • Page header will have proper title with report owner (dept) and selection criteria displayed • All reports will have report name, Date and Time the report is run displayed on the page footer (bottom) October 2001 Tidemark User's Conference

14. Crystal Report Inventory List Elements on the List • Department owner • Before (old) & After(new) report names • Action on the report (delete, enhanced, kept as is, etc.) • Run Frequency • Selection Criteria and other special pertinent requirements. October 2001 Tidemark User's Conference

15. Tidemark 2.61 Upgrade • Art Henriques City Planner Smart Permit Project Manager City of Santa Clara October 2001 Tidemark User's Conference

16. City of Santa Clara • Active member of Joint Venture Smart Permits • Member of Bay Area Smart Permits • Version 2.52 October 1999 • Upgraded to 2.53 • Version 2.61.01d since August 2001 • Tested eConnect 1.1 October 2001 Tidemark User's Conference

17. Clearly Define the Objectives • Limit Objectives to Manageable Number • Update of the IVR System was a main item October 2001 Tidemark User's Conference

18. Detail in Contract • Scope of Work • Responsibilities • Timelines • Review thoroughly with • Key staff • Consultant(s) October 2001 Tidemark User's Conference

19. Detail Project Internally • Management • Why is this needed • How does it improve customer service • How does it improve internal process • Staff • Why do this • How does this help their work • Listen to possible concerns, do some cheerleading • Contract Service • They are a key part of the process October 2001 Tidemark User's Conference

20. Management Support/ Consultant Resources • Agency Staff Time • By milestone & overall • Independent Database Audit • Helpful second look • Key Staff Focused on Upgrade • This has to be their top priority • Ensure No Conflict with Other IT Projects • No bonus confusion/challenges October 2001 Tidemark User's Conference

21. Keep Tidemark Upgrade on Target • Key Agency Staff • Consultant Services • Stay Focused on Contract Timelines • Daily/weekly meetings • Weekly calls to Tidemark at a minimum October 2001 Tidemark User's Conference

22. Document • Document, document, document • Communicate vertically & horizontally • At least at key milestones • More often as you need to • Serve food & drink • Try to have fun! October 2001 Tidemark User's Conference

23. More Information at the City of Santa Clara • Art Henriques, City Planner • (408) 615 - 2450 • Ahenriques@ci.santa-clara.ca.us October 2001 Tidemark User's Conference