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You’ve heard the horror stories from other cities or counties about implementing community development software. Projects drag on for literal years. And the end results still don’t match what the vendor promised.
It happens all the time. But it doesn’t have to happen to you.
A good implementation can be the difference between:
- 40-hour work weeks or 80-hour work weeks. Without proper planning, implementation can become a full-time job… on top of your regular full-time job.
- Meeting your budget or going over. A good vendor can be sure you’re not caught off guard by unexpected costs.
- Meeting deadlines or missing them. Say your license for your existing software expires on July 31. If your new one doesn’t get implemented for two more months, you’re left with a gap that’s tricky to manage.
- End-user adoption or resistance. Good implementation and training will result in processes that end users want to use.
- Full automation or unnecessary manual processes. Imagine going through your whole implementation… and then discovering that your processes are more manual than you expected.
That’s why it’s important to vet potential vendors’ implementation processes before signing on the dotted line.
In this blog post, we’ll guide you through seven questions to ask vendors. Their responses will help you to pick the partner that best meet your organization’s needs.
What to Ask Your Community Development Vendor
1. How pre-configured is the software?
Some software is designed to be used out-of-the-box with minimal configuration. The advantage of this is quicker deployment. But it requires you to adapt to the way the software works, rather than adapting it to your processes. Some users find that they have to create workarounds or other programs to supplement what they couldn’t configure.
Other software is the reverse and can be molded entirely to your processes. This does require a heavier lift during implementation. However, it offers greater flexibility in meeting regulatory requirements and aligning with your existing internal processes and organizational structures.
MCCi’s Answer:
Our solution follows a 40/60 model: 40% of the system comes pre-configured, while 60% is configurable. The 40% that’s pre-configured is based on best practices and common structures and workflows that we’ve seen clients use over the years.
At the same time, the platform gives us the flexibility to configure elements related to your organization’s regulatory requirements, internal processes, and organizational structure.
The goal of this balanced approach is to create a solution that supports the way you work, without a bloated implementation timeline.
2. How hands-on are you with implementation?
Some software companies work closely with you during implementation. They’ll do an in-depth analysis of your processes, then configure most of the system themselves. They take a consultative approach to teaching you about the system’s capabilities.
Others take a more hands-off approach. As you might expect, this is typically less expensive. But it means a much heavier lift for your team. You may even need to hire a third-party consultant to implement the software on your behalf. You also risk unnecessary manual processes because you don’t realize how many more things could have been automated.
MCCi’s Answer:
Especially with a highly configurable software, you deserve a full partnership with your vendor. That’s why our approach to implementation isn’t just hands-on—it’s tailored to your exact needs. We take time to:
- Understand your existing processes
- Train you on best practices
- Explain the system’s full capabilities
- Maximize opportunities for automation
3. Who needs to be involved in implementation, and how much of each person’s time will it take?
There’s no way around it: Implementing community development software will be time-consuming for several staff members. If you understand the time commitment upfront, you can make plans to:
- Lighten their regular workload
- Bring on additional staff
- Just expect to work longer days
MCCi’s Answer:
Implementing MCCi Community Development requires a time commitment from:
- Someone from your IT department
- The head of your Planning and Zoning or Community Development department
- At least one end user for each process that’s going to be automated
How much time will each person need to spend? It varies depending on the complexity of your processes. But with our hands-on approach to implementation, our clients typically don’t need to hire additional staff or consultants to manage the lift.
4. What will our implementation timeline look like?
You might have a hard-and-fast deadline for implementation, like your contract with your previous vendor ending. Or you may just need to understand your team’s workload for the coming months. Either way, talk with your vendor about when you can expect the project to begin and end.
MCCi’s Answer:
Your timeline will vary depending on:
- The complexity of your existing processes
- Whether your processes are thoroughly and accurately documented
- What integrations you need
- The stakeholders involved
- How much capacity your team has for the implementation
But a typical timeline might begin about 2 weeks after signing a contract. The main phases are:
- Planning and Discovery (about 4 weeks): We gather information about your processes. You’ll get a detailed plan with milestones and deliverables.
- Implementation (4-6 weeks): We configure your system and work with you to test it.
- Training (about 2 weeks): We train your system administrators and end users.
- Deployment and Go-Live (about 2 weeks): Once your system is live, we continue to provide high-touch support for a smooth transition.
5. What’s your approach to data migration?
Depending on your state laws and local codes, you’re required to keep documentation about permits and licenses for a certain amount of time. If you’re sunsetting the program that currently houses that data, you’ll need to migrate it into your new software.
Your current software may be able to export the data into a CSV. That makes the migration much simpler. If it doesn’t, you may need to use more complex methods like SQL queries. From there, the data must be mapped to your new system and imported.
MCCi’s Answer:
We can approach data migration in one of two ways, depending on your needs:
- The done-for-you approach. You meet with us once or twice to help us map your existing data, and we take it from there.
- The do-it-yourself approach. You export your own data, format it, and send it to us in a CSV file based on the specifications we provide. This is the more economical option. But it’s a heavier lift for your team.
6. What’s your approach to integrations?
Most organizations want to integrate with their payment processor, financial system, and GIS software (typically Esri). Integrations help reduce data entry and get you what you need in fewer clicks. But some community development software integrates more easily than others.
MCCi’s Answer:
MCCi Community Development is built on an open-API architecture that simplifies integrations. We have many integrations available and can often create a custom integration if needed. But not all systems are integration-friendly. Others will claim to be able to integrate, but require you to purchase an API add-on. We can advise you on the most time-saving, cost-effective options for your situation.
7. What’s your approach to training?
Your team needs good training to use the new software well. Some vendors may have detailed sessions to help your team learn quickly. Others might offer online tutorials and self-paced lessons. Some vendors only train the admins and expect you to train the end users.
MCCi’s Answer:
We conduct live training for both system administrators and end users over several days.
After admin training, you’ll know not only how to use the system day to day, but how to modify or create forms and workflows. That means that if your processes change in the future, you aren’t reliant on us—you have the keys to the castle.
You’ll also get access to:
- Thorough knowledge base articles
- Monthly Deep Dive trainings
- Step-by-step video tutorials (free for the first year)
- Our top-tier, US-based support team
Preparing for Implementation
Even before you’ve selected a vendor, you can start preparing for implementation. These steps will smooth out the implementation once you’ve gotten there.
- Document your processes. Every step counts when documenting existing processes. Be aware that the “official” way a process works isn’t always what happens on the ground. So talk to the people who are actually processing permits and licenses. Find out what extra steps or workarounds they may be using. Note where people are moving data from place to place to help determine what integrations you’ll need.
- Discuss your workload. Government workers often operate at full capacity. If that’s the case, discuss with your team how you’re going to make time for the implementation. This could include bringing on temporary staff, pausing other projects, or working with implementation consultants.
- Determine your deadline. Do you have a hard deadline such as a cutoff date for your previous system? Or would you prefer to coordinate launch with the beginning of your fiscal year?
Is Our Approach Right for You?
This article prepared you to ask tough questions. They should help you understand whether a community development vendor aligns with your organization’s needs.
Fill out the form below to contact MCCi today and discuss whether our approach is right for you. It’s the first step on your journey toward not only a smooth implementation, but long-term success with your community development software.