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You’ve heard the horror stories from other public sector IT departments about implementing community development software… Projects drag on for literal years, only to end up with configurations that still don’t do what the vendor promised. These scenarios are all too common, but they can be avoided with the right approach.
A successful 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 thorough, consultative vendor can prepare you for costs you might not have considered.
- Meeting deadlines or missing them. If your license for your existing software expires on July 31, but your new one doesn’t get implemented for two more weeks, you’re left with a gap that’s difficult to manage.
- End-user adoption or resistance. Successful 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 there are processes that you could have automated but didn’t.
That’s why it’s important to vet potential vendors and gain a thorough understanding of their implementation processes before signing on the dotted line.
In this blog post, we’ll guide you through seven key questions to ask vendors. Their responses will help you to pick the software that best meets your organization’s needs and ensure a painless implementation.
What to Ask Your Vendor
1. How pre-configured is the software?
It’s important to understand the “80/20 Rule”: Some software comes out-of-the-box 80% configured, with 20% that can be changed to fit your processes. Other software the reverse: 20% configured, 80% configurable. You’ll need to understand how much configuration is required in order to plan your implementation.
GovBuilt’s Answer:
Our product is 20% pre-configured, 80% configurable. The advantage of this is that it can be tailored to fit your needs based on your organizational structure, existing processes, regulatory requirements, etc.
2. How hands-on are you with implementation?
Some software companies work closely with you during implementation. They take a consultative approach to teaching you about the system’s capabilities. After gaining an in-depth understanding of your processes, they may configure most of the system themselves.
Others take a more hands-off approach. While this can be less expensive, it means a much heavier lift for your team (or possibly the need to hire a third-party consultant to implement the software for you). You risk under-utilizing the system and ending up with manual processes that you could have automated.
GovBuilt’s Answer:
We believe that (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
- Configure your system to meet your needs
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 a new 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
GovBuilt’s Answer:
Implementing GovBuilt will require 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
Exactly how much time each person will need to devote will vary depending on the complexity of your processes. We can give you a better idea once we scope out your project. But because of our hands-on approach to implementation, our clients don’t usually find it necessary to hire additional staff.
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 know to better 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.
GovBuilt’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
However, a typical timeline might begin about 2 weeks after signing a contract. The main phases are:
- Planning (2-3 weeks): We gather information about your processes and create a detailed plan with milestones and deliverables.
- Implementation (3-6 weeks): We configure your system and work with you to test it.
- Training (1 week): We train your system administrators and end users.
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 have a reporting function that can export the data into a CSV, making the migration much simpler. If it doesn’t, exporting the data may require writing SQL queries or other complex methods. From there, the data must be mapped to GovBuilt’s system and imported.
GovBuilt’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 based on the specifications that we give you. This is the more economical option, but it’s a heavier lift for your team.
6. What’s your approach to integrations?
At a minimum, most organizations want to integrate with their payment processor, financial system, and GIS software (typically Esri) to reduce data entry.
GovBuilt’s Answer:
GovBuilt is built on an open-API architecture. We have many integrations available and can often create a custom integration if needed. But it’s worth noting that not all systems are integration-friendly. And some 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 integration.
7. What’s your approach to training?
Your team needs thorough training to confidently navigate the new software and maximize its potential. Some vendors might offer in-depth, hands-on sessions to get your team up to speed quickly. Others may provide a mix of online tutorials and self-paced modules. Some train only admins, leaving it up to you to train the end users.
GovBuilt’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 our thorough knowledge base articles and top-tier support team for all the help you need moving forward.
Preparing for Implementation
Even before you’ve selected a vendor, there are steps your team can be working on that 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 day to day to 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?
To make a well-researched decision, you need to ask tough questions that help you understand whether a vendor aligns with your organization’s needs.
Fill out the form below to contact GovBuilt 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.