HomeMy WebLinkAboutCity_of_Twin_Falls__ID_EERP_10_12_2023_redacted
City of Twin Falls
Enterprise Resource Planning (ERP) System
Redacted Copy
October 12, 2023
Maddie McCambridge - Account Executive
One Tyler Drive Yarmouth, Maine 04096
Phone: 206-669-1473
Email: Maddie.McCambridge@tylertech.com
Restrictions on Disclosure
This proposal from Tyler Technologies, Inc. (“Tyler”) contains proprietary and confidential
information, including trade secrets, belonging to Tyler or Tyler’s partners. Tyler is submitting this
proposal on the express condition that the following portions will not be duplicated, disclosed, or
otherwise made available, except for internal evaluation purposes:
• Response to the Functional Requirements, or “Checklist”
• Line-item pricing (total proposed contract amount may be disclosed)
• Screen shots, if any
• Detailed information regarding current customers
• Detailed employee resumes/CVs
To the extent disclosure of those portions is requested or ordered, Tyler requires written notice of
the request or order. If disclosure is subject to Tyler’s permission, Tyler will grant that permission in
writing, in Tyler’s sole discretion. If disclosure is subject to a court or other legal order, Tyler will take
whatever action Tyler deems necessary to protect its proprietary and confidential information and
will assume all responsibility and liability associated with that action.
Tyler agrees that any portions not listed above and marked accordingly are to be made available for
public disclosure, as required under applicable public records laws and procurement processes.
Trademarks Disclaimer
Because of the nature of this proposal, third-party hardware and software products may be
mentioned by name. These names may be trademarked by the companies that manufacture the
products. It is not Tyler’s intent to claim these names or trademarks as our own.
Same Tyler Products, New Names
Since 1999 Tyler has been building the best array of software solutions for the public
sector. If you have spoken with one of our representatives, attended a demonstration, or
browsed our website before 2022, you may notice some changes in our products. Many
of Tyler’s products are getting new, simplified names. These updated names will be
functional in nature, making it easier to understand what our products do.
Our products are changing in name only. There will be no change in product
functionality, support, or services. You can continue to expect the best with Tyler. We
are excited to share this journey into the next evolution of Tyler Technologies.
For details, please visit https://www.tylertech.com/about-us/who-we-are/product-name-update-faq
Page 22
RFP I t e m
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or “Not
Included”
Proposal
Section
A.Proposal S u m m a r y F o r m
B.Company Background
C.Software Features
D.Hardware, Operating System and Programming
E.Implementation Plan, including:
Project Management Approach - details and costs
System and Operational Procedure Development Plan
Software Installation Plan
Data Conversion Plan
Report Development Plan
Integration and Interfaces Plan
Training Plan
Documentation Development Plan
Estimated Timeline
F.Staffing Plan
G.On-Going Support and Maintenance - details and costs
H.Software Updates and Distribution - details and costs
I.System Performance and Recovery
J.Proposer Reference Information
K.Total Cost - Itemized
L.Proposal Signature Form
Appendix A: Insurance Requirements
Appendix B: Total Cost Summary
Appendix C : Exception Form
Appendix D: Requirements Summary
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Section 1
Section 2
Section 3
Section 4
Section 5
Section 5.1
Section 5.2
Section 5.3
Section 5.4
Section 5.5
Section 14
Section 5.6
Section 5.7
Section 5.8
Section 6
Section 7
Section 8
Section 9
Section 10
Section 11
Section 12
Section 11
Section 13.1
Section 14
Section 13.2
Table of Contents
Executive Summary ................................................................................................................................ 1
Section 1 Proposal Summary Form .................................................................................................... 2
Section 2 Company Background ........................................................................................................ 3
2.1 Our Products .......................................................................................................................... 5
2.2 About Tyler Technologies ...................................................................................................... 5
2.3 Public Sector Focus ................................................................................................................ 6
2.4 Financial Stability ................................................................................................................... 6
2.5 Industry Leadership................................................................................................................ 6
2.6 Company Recognition ............................................................................................................ 6
2.6.1 Innovative and Strong .................................................................................................... 7
2.6.2 Employer of Choice ........................................................................................................ 7
2.7 Our Experience ....................................................................................................................... 7
Section 3 Software Features .............................................................................................................. 8
3.1 Enterprise ERP Overview ....................................................................................................... 8
3.1.1 Productivity Tools .......................................................................................................... 8
3.1.2 Hub ............................................................................................................................... 10
3.1.3 Content Management .................................................................................................. 10
3.1.4 Analytics and Reporting ............................................................................................... 11
3.1.5 Enterprise Forms .......................................................................................................... 11
3.1.6 GIS Integration ............................................................................................................. 12
3.2 Tyler APIs .............................................................................................................................. 12
3.3 Enterprise ERP Financial Overview ...................................................................................... 12
3.3.1 Enterprise ERP Accounting ........................................................................................... 13
3.3.2 Enterprise ERP Budgeting ............................................................................................ 14
3.3.3 Enterprise ERP Project and Grant Accounting ............................................................. 15
3.3.4 Enterprise ERP Capital Assets ...................................................................................... 15
3.3.5 Enterprise ERP Cash Management .............................................................................. 15
3.3.6 ACFR Statement Builder ............................................................................................... 16
3.4 Enterprise ERP Procurement ................................................................................................ 16
3.4.1 Enterprise ERP Purchasing ........................................................................................... 17
3.4.2 Enterprise ERP Accounts Payable ................................................................................ 18
3.4.3 Enterprise ERP Bid Management ................................................................................. 18
3.4.4 Enterprise ERP Contract Management ........................................................................ 19
3.4.5 Enterprise ERP Vendor Access ..................................................................................... 19
3.4.6 Enterprise ERP Inventory ............................................................................................. 20
3.5 Enterprise ERP Human Resources Management ................................................................. 20
3.5.1 Enterprise ERP Recruiting ............................................................................................ 21
3.5.2 Enterprise ERP Human Resources Management ......................................................... 22
3.5.3 Enterprise ERP Payroll .................................................................................................. 23
3.5.4 Enterprise ERP Employee Access ................................................................................. 24
3.5.5 Enterprise ERP Employee Expense Reimbursement .................................................... 24
3.5.6 Enterprise ERP Risk Management ................................................................................ 25
3.6 Enterprise ERP Utility Billing CIS .......................................................................................... 25
3.6.1 Enterprise ERP Utility Billing CIS................................................................................... 25
3.7 Enterprise ERP Citizen Services & Revenue ......................................................................... 26
3.7.1 Enterprise ERP Accounts Receivable ............................................................................ 27
3.7.2 Enterprise ERP General Billing ..................................................................................... 27
3.7.3 Enterprise ERP Resident Access ................................................................................... 28
3.7.4 Cashiering ..................................................................................................................... 28
3.7.5 Tyler Payments ............................................................................................................. 28
3.8 Data & Insights Open Finance .............................................................................................. 29
Section 4 Hardware, Operating System and Programming ............................................................. 36
Section 5 Implementation Plan ....................................................................................................... 44
5.1 Project Management Approach ........................................................................................... 45
5.1.1 Implementation Methodology ..................................................................................... 45
5.1.2 Project Management ................................................................................................... 47
5.2 System and Operational Procedure Development .............................................................. 48
5.3 Software Installation ............................................................................................................ 48
5.4 Data Conversion Plan ........................................................................................................... 48
5.4.1 Data Conversion Standards & Responsibilities ............................................................ 49
5.5 Report Development ............................................................................................................ 49
5.6 Training Plan ........................................................................................................................ 50
5.6.1 Scheduling and Attendance ......................................................................................... 51
5.6.2 Responsibilities ............................................................................................................ 51
5.7 Documentation Development ............................................................................................. 52
5.8 Estimated Timeline .............................................................................................................. 54
5.8.1 Project Planning ........................................................................................................... 54
Section 6 Staffing Plan ..................................................................................................................... 55
6.1 Roles and Responsibilities .................................................................................................... 55
6.1.1 Tyler Roles & Responsibilities ...................................................................................... 55
6.1.2 The City Roles & Responsibilities ................................................................................. 56
6.2 Project Resources ................................................................................................................. 57
6.2.1 Project Staffing Levels .................................................................................................. 58
Section 7 On-Going Support and Maintenance ............................................................................... 60
7.1 Tyler Technical Support ....................................................................................................... 61
7.1.1 Focused by Application ................................................................................................ 62
7.1.2 Incident Tracking .......................................................................................................... 62
7.1.3 Case Status ................................................................................................................... 63
7.1.4 Critical Issues ................................................................................................................ 63
7.1.5 Following Up on Open Cases ........................................................................................ 63
7.1.6 Escalating a Support Case ............................................................................................ 64
7.1.7 Software Updates & Maintenance ............................................................................... 64
Section 8 Software Updates and Distribution ................................................................................. 65
Section 9 System Performance and Recovery ................................................................................. 69
Section 10 Proposer Reference Information ................................................................................. 71
Section 11 Total Cost ..................................................................................................................... 73
11.1 Notes on Pricing ................................................................................................................... 73
11.2 Appendix B – Total Cost Summary ....................................................................................... 74
11.3 Tyler Investment Summary .................................................................................................. 75
Section 12 Proposal Signature Form .............................................................................................. 76
Section 13 Terms & Conditions ...................................................................................................... 77
13.1 Appendix C/ Exception Form ............................................................................................... 77
13.2 Sample Contract ................................................................................................................... 83
13.3 Certificate of Insurance ........................................................................................................ 83
Section 14 Appendix D – Requirements Summary ........................................................................ 86
One Tyler Dr
Yarmouth ME 04096
P: 800.772.2260
F: 207.781.2459
www.tylertech.com
October 12, 2023
City of Twin Falls
Breanna Howard
Finance Director
203 Main Ave E
Twin Falls, ID 83301
RE: Response to RFP for Enterprise Resource Planning (ERP) System
Dear Breanna Howard:
Tyler Technologies, Inc. (Tyler) is pleased to respond to the City of Twin Falls’s RFP dated September 7,
2023, for Enterprise Resource Planning (ERP) System. The attached response will detail our complete
offering, including:
• The Enterprise ERP powered by Munis software solution
• Necessary consultation to define scope of services
• Implementation of software and services
• Training on, and support of, provided software and services
In presenting the enclosed response, Tyler warrants that it is unaware of any known conflict of interest in
responding to, or submitting, said response to the City of Twin Falls’s RFP. Tyler also warrants that it
complies, and acts in accordance, with:
• Federal Executive Orders relating to the enforcement of civil rights
• Federal Codes regarding Anti-discrimination in Employment
• Title 6, Civil Rights Act of 1964
• Requirements of the Americans with Disabilities Act of 1990 for work performed due to this RFP
This response and proposed cost shall be valid and binding for 120 days following the RFP due date. Except
as set forth in this response, this document may be released in part or in total as public information in
accordance with the requirements of the laws covering same.
One or more individuals in the Tyler Contracts Department have read and accepted the terms and
conditions of the RFP and any amendments, except as modified by, taken exception to, or otherwise set
forth in Tyler’s response.
If you have any questions, please feel free to contact:
Maddie McCambridge, Account Executive
206-669-1473 - Maddie.McCambridge@tylertech.com
Respectfully submitted,
Rob Kennedy-Jensen
Group General Counsel, Tyler Technologies, Inc.
Tyler Technologies, Inc. is a publicly traded corporation (NYSE: TYL)
EIN: 75-2303920
City of Twin Falls Executive Summary
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 1
Executive Summary
Tyler Technologies presents a comprehensive proposal for the replacement of the City of Twin Falls'
Enterprise Resource Planning (ERP) system. With a longstanding commitment to delivering cutting-edge
Commercial Off-The-Shelf (COTS) software tailored to the public sector, Tyler Technologies remains
unwavering in its focus on meeting your unique needs.
Key Highlights:
Industry Focus: While other vendors may diversify, we remain dedicated to your sector, ensuring an
unwavering understanding of your requirements.
Stability and Support: Tyler clients benefit from a stable partner who offers annual subscription fees covering
support, tools, and peace of mind to maintain their system.
Integrated Solution: Tyler Enterprise ERP powered by Munis offers a configurable, goal-oriented solution for
finance, procurement, human capital management, and revenue management needs.
No Hidden Costs: We guarantee no costly re-purchases or appropriation requests for upgrades. Your annual
Cloud fee includes comprehensive support.
Expertise: Our 100% U.S.-based professional services teams work closely with the City of Twin Falls to ensure
the proposed solution aligns with your objectives.
Cost-Effective: We offer tailored implementation, training, and consulting services to match your resource
demands.
Connected Community Focus: Tyler Technologies is committed to supporting the vision of "Connected
Communities" by connecting data, processes, and people to make communities safer, smarter, and more
responsive.
Our Approach: We believe the choice of software should be about both the product and the partnership.
Tyler Technologies addresses critical business and strategic challenges for public sector clients with a scalable
solution that includes software, training, and long-term support. Our enterprise licensing model ensures
scalability without future licensing costs.
In Conclusion: Tyler Technologies is uniquely qualified to exceed the City's outlined needs and provide a
forward-looking solution. We look forward to progressing to the next stage in your evaluation process,
creating a valuable partnership to meet your ERP system requirements.
Maddie McCambridge, Tyler ERP Account Executive
206-669-1473
Maddie.McCambridge@tylertech.com
City of Twin Falls Proposal Summary Form
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 2
Section 1 Proposal Summary Form
Proposers shall include the following in its proposal:
A. Proposal Summary Form
Name of Company Tyler Technologies, Inc.
Software Brand Name Enterprise ERP
Name of Preparer Tyler Technologies, Inc.
Name of Primary Contact for Follow Up Questions Maddie McCambridge
Contact Phone Number 206-669-1473
Fax Number 207-518-4979
Email Address Maddie.mccambridge@tylertech.com
City of Twin Falls Company Background
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 3
Section 2 Company Background
B. Company Background
Proposers must provide information about their company so that City can evaluate the Proposer's stability
and ability to support the commitments set forth in response to the RFP. City, at its option, may require
Proposer to provide additional documentation to support and/or clarify requested information. The Proposer
should outline the company's background including a brief description (e.g., past history, present status,
future plans, company size, etc.). City will use this information to determine if Proposer has the ability and
history to completely execute said Proposer’s intent to provide solutions and support to City.
1. Please state the year Proposer started in the
business of selling ERP system solutions.
Tyler Technologies' EERP (formerly
Munis Solution) has been providing
products, service, and support
exclusively to the government market
place since 1982.
2. Where is Proposer’s closest facility/sales office in
reference to the City of Twin Falls?
Tyler is headquartered in Plano, TX. EERP
support offices are located in both
Yarmouth and Falmouth, ME. Our closest
Tyler office to Twin Falls is our Access
Idaho – soon to be Tyler Idaho, located
in Boise. For a complete listing of our
office locations, please visit: About Us:
Tyler Technologies' Office Locations
3. Where is Proposer company’s headquarters? Plano, TX
4. Please list Proposer’s sales in dollars for the previous
three (3) years:
2022- $1.85 B
2021- $1.59 B
2020- $1.18 B
5. How many total employees does Proposer have in each
of the following categories:
Sales/Marketing – 549
Management/Administration- 840
Help Desk Staff – 1,335
Development Staff – 891
Implementation Staff - 1,731
Other – 2,109
Total - 7,455
6. Specify the number of public sector vs. private sector
clients.
Tyler is singularly focused on the public
sector. It is 100 percent of our business.
City of Twin Falls Company Background
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 4
7. Indicate whether the business is a parent or
subsidiary in a group of companies.
Tyler is a publicly traded corporation,
listed as TYL on the NYSE.
8. Has this company or product being proposed ever been
purchased or acquired by another company? If yes,
provide the name of the companies involved, specific
products affected and when such merger or
acquisition(s) took place.
Enterprise ERP (formerly MUNIS) was
acquired by Tyler Technologies in April
1999.
9. What percentage of revenues does this offered system
represent to your company versus other
products/services?
We derive our revenues from five
primary sources: subscription-based
arrangements; maintenance;
professional services; sale of software
licenses and royalties; and appraisal
services. Subscriptions and maintenance
are considered recurring revenue
sources and comprised approximately
80% of our revenues in 2022. The
number of new SaaS clients and the
number of existing clients who convert
from our traditional software
arrangements to our SaaS model are a
significant driver of our revenue growth,
together with new software license sales
and maintenance rate increases. We
monitor ARR which is calculated based
on quarter-to-date end total recurring
revenues multiplied by four. As of
December 31, 2022, ARR was $1.50
billion. In addition, we also monitor our
customer base and turnover, which
historically is very low. During 2022,
based on our number of customers,
turnover was approximately 2%.
10. Indicate if the company incurred an annual
operating loss in the last five (5) years.
As a publicly traded company,
information on Tyler’s finances can be
found at
https://finance.yahoo.com/quote/tyl?ltr
=1
11. Has the company had a workforce reduction during
the past five (5) years?
Tyler has not had a workforce reduction
during the past five (5) years.
12. What is the percentage of annual revenues
reinvested into research and development?
$123 Million
13. During November, 2023, can the Proposer commit to
being available for two (2) consecutive days for an on-site
demonstration?
Yes, Tyler is holding the week of
November 27th for the City of Twin Falls
demonstrations.
City of Twin Falls Company Background
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 5
Tyler Technologies is the largest and most established provider of integrated software and technology
services focused on the public sector. Tyler's end-to-end solutions empower local, state, and federal
government entities to operate more efficiently and connect more transparently with their constituents and
with each other. By connecting data and processes across disparate systems, Tyler's solutions are
transforming how clients gain actionable insights that solve problems in their communities. Tyler has more
than 37,000 successful installations across more than 13,000 sites, with clients in all 50 states, Canada, the
Caribbean, Australia, and other international locations.
2.1 Our Products
With decades of exclusive public sector experience, Tyler is the market leader providing integrated software
and services. Subject matter experts and in-depth products result in a sustainable client partnership that
delivers the industry’s most comprehensive solution. We provide the industry’s broadest line of software
products and offer clients a single source for all their information technology needs in several major areas:
Property & Recording, ERP, Civic Services, Health & Human Services, Courts & Justice, Public Safety, Data &
Insights, and Schools.
We are known for long-standing client relationships, functional and feature-rich products, and the latest
technology. In addition to software products, Tyler provides related professional services including
installation, data conversion, consulting, training, customization, support, disaster recovery, and application
and data hosting.
2.2 About Tyler Technologies
• Empowering government and schools to create safer, smarter and more vibrant communities
• Solutions include: Property & Recording, Civic Services, Courts & Justice, Data & Insights, ERP, Health
& Human Services, Public Safety, and Schools
• Headquartered in Plano, Texas, with 68 office locations across the U.S., Manila, and Canada
• Tyler was incorporated in Delaware in November 1989
• Tyler is a publicly traded corporation on the NYSE (TYL)
• Founded in 1966
• Exclusively focused on local government since 1997
• More than 37,000 successful installations across 13,000 sites, with clients in all 50 states, Canada, the
Caribbean, Australia and other international locations
• Client retention rate of 98%
• 7,200+ employees
• Annual revenues of $1.85 billion (2022)
• Reinvestment of $123M into Research & Development
• Scalable products with the smallest jurisdiction (Loving County, Texas, with a population of 82) to the
largest (Los Angeles County, California, with a population of 10.1M)
City of Twin Falls Company Background
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 6
2.3 Public Sector Focus
Tyler’s business units have provided software and services to clients for more than 50 years and have long-
standing reputations in the local government market for quality products and customer service. Tyler is the
largest company in the United States focused solely on providing software solutions to the public sector.
While many of our competitors compete in multiple vertical markets, Tyler is singularly focused on the public
sector. It is 100 percent of our business.
Tyler recognizes that the public sector is generally stable and risk-averse, and craves community accessibility,
security and transparency. That is why local government and school entities seek reliable and efficient
software and services from Tyler – a vendor who is professional, reputable and dedicated and achieves
results. Tyler has the experience to understand the unique requirements of the public sector, the necessary
resources to invest in its products and the ability to deliver quality services.
2.4 Financial Stability
Tyler consistently maintains a solid balance sheet and strong cash flow and low debt,
experiencing consistent revenue growth with 41 consecutive quarters of profitability, and a
total revenue for 2022 of $1.85 billion. While experiencing significant growth
opportunities from an increase in staff and expanding territories, we
anticipate additional product offerings and new technology will
accelerate this growth substantially in the future. We believe a low-debt
balance sheet, substantial cash reserves, and a committed customer
base put Tyler in a great position in our industry to weather any
unexpected turbulence in the economy.
For additional revenue information please visit www.tylertech.com
2.5 Industry Leadership
Tyler strives to provide the best client services in the industry. Our products undergo testing by trained
quality assurance and certified usability analysts, therefore our clients benefit from products that work
logically based upon user experience and input. We also focus our implementation and support professionals
on specific groups of applications so they can offer more specialized services.
Our commitment at Tyler is to ensure the highest level of client satisfaction through the efforts of Tyler’s
most valued resource: its people. We challenge our employees to pursue new initiatives aggressively and
become industry leaders in their respective fields. Tyler employs 7,200+ individuals, many of whom are
seasoned professionals with unique and proprietary skills and years of industry experience. In fact, our
employee turnover rate is very low – in recent years, about half of the industry average.
2.6 Company Recognition
Tyler Technologies has earned the reputation as an industry leader based on our products and commitment
to our clients. These factors, along with our financial strength and industry partnerships, have resulted in
numerous accolades. "The recognition emphasizes Tyler's consistently strong growth, which is a direct result
of our commitment to supporting our more than 21,000 clients and the development of best-in-class
software and services to serve the needs of the public sector" said John S. Marr Jr., Chairman of the Board of
Tyler Technologies.
City of Twin Falls Company Background
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 7
Tyler has been named to the following prestigious lists alongside some of the most innovative and influential
companies in the United States.
2.6.1 Innovative and Strong
• Dow Jones Sustainability Index for North America (2021, 2022)
• Barron’s 400 Index ranking, a measure of the most promising companies in America (eight times)
• Dallas Business Journal ranked Tyler’s Plano office #8 in its “North Texas Fastest-Growing Public
Companies” list (2017)
• Forbes’ “Most Innovative Growth Companies” list (2015-2017)
• Forbes’ “America’s Best Small Companies” list (nine times)
• Software Magazine’s “Software 500” ranking of the world’s largest software and service suppliers
(twelve times)
• Audit Integrity’s “America’s Most Trustworthy Companies” list (2007)
2.6.2 Employer of Choice
• Forbes’ “Best Employers for Diversity” (2019, 2020)
• Forbes’ “Best Employers for Women” (2018)
• Forbes’ “Best Midsize Employers” (2018, 2019)
• Tyler’s three Maine offices recognized as “Best Places to Work in Maine” (fifteen times since 2007)
• Dallas Morning News’ “Best in DFW: Top Workplaces” recognized Tyler’s Plano, Texas office (nine
times)
• Dayton Daily News’ “Top Workplaces in the Dayton Metro Area” recognized Tyler’s Moraine, Ohio
office
• Tyler’s Lubbock, Texas office named to the “Best of Lubbock” list by the Lubbock Avalanche-Journal
(2017-2019)
• Detroit Free Press named Tyler’s Troy, Michigan office a top workplace (2017-2021)
• Phoenix Business Journal named Tyler’s Tempe, Arizona office on Best Places to Work list (2019)
2.7 Our Experience
Tyler Technologies’ solutions offer the widest breadth of products in the industry, the latest technology
available, and an integrated system that can operate in diverse offices throughout a jurisdiction. More
importantly, Tyler’s vision and skill in executing that vision is what ultimately leads to a successful
implementation and long-term solution for our clients. Our experienced team consists of industry leaders that
keep our team moving and making sure we can give you the tools to succeed.
City of Twin Falls Software Features
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Proprietary and Confidential – Subject to Restrictions on Disclosure Page 8
Section 3 Software Features
C. Software Features
Proposer is required to provide a general description of the application program product and how it will meet
requirements of this RFP.
3.1 Enterprise ERP Overview
Enterprise ERP is an Enterprise Resource Planning solution designed specifically for municipal governments,
schools, special districts, and authorities. It integrates and centralizes financial, purchasing, capital asset,
payroll, human resources, receivable, and revenue information, thereby facilitating data management.
Enterprise ERP enables and empowers users to become more efficient, productive, and responsive to specific
business needs by breaking down departmental silos, streamlining processes, and integrating with multiple
inherent and third-party solutions including data security, transparency, and Microsoft Office.
Available through a traditional site purchase or as a cloud-based solution operating through Tyler’s data
centers, Enterprise ERP is a dynamic system that evolves with applicable features, technology, and expanded
services that meet the unique needs and requirements of the public sector to ensure our clients are never left
behind. In addition to the expansive scope of public sector-oriented features and functions, Enterprise ERP
provides superior usability through automated workflow, mobile access, and built-in productivity tools,
including guided conversations. These tools provide users with unrivaled operational efficiency, seamless real-
time processing, elimination of duplicate entry, easy-to-perform tasks, and the assurance their data is secure
and up to date.
Our clients get industry leading technology that is enhanced continuously through a perpetual upgrade
process we refer to as our evergreen philosophy. It is a steady stream of meaningful, yet manageable,
changes deployed with minimal disruption to site operations, and it requires no re-licensing fees. In other
words, our clients receive the newest technologies while maintaining the integrity of the Enterprise ERP core
business logic. This incremental introduction of new ideas results in a product that provides users with
functional innovation as well as practical application of software that is in line with their needs.
Our commitment to the total client experience means that we invest heavily in a user-centric design process.
We maximize end-user productivity continually by listening to our clients and assessing what is important to
their business. We involve clients in usability testing conducted by analysts certified by Human Factors
International, as well as release beta testing, to ensure that Enterprise ERP works the way they do.
3.1.1 Productivity Tools
3.1.1.1 Command Centers and Central Programs
Enterprise ERP provides multiple command centers and central programs that are tailored to key functional
areas, such as human resources and general ledger. These tools are designed to provide one-click access to
relevant data from multiple applications and screens. Central programs cater to users that require inquiry and
operational access, while command centers provide additional access for administrative actions, such as code
and table setup as well as direct access to various reporting tools and analytics.
3.1.1.2 Guided Conversations
A guided conversation provides step-by-step guidance for completing a process within an Enterprise ERP
program. When a user selects a Guided Conversation option, the program presents a series of information
City of Twin Falls Software Features
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Proprietary and Confidential – Subject to Restrictions on Disclosure Page 9
dialog boxes, along with questions and defined responses. This conversational structure guides them through
the steps of data entry—using the information provided, they select the responses that meet their needs for
completing the task.
3.1.1.3 Workflow
Enterprise ERP Workflow is a comprehensive system engineered to meet the specific needs of the public
sector. It extends the functionality and productivity of the Enterprise ERP system by automatically notifying
the indicated end users when action is needed, rather than requiring them to look it up manually.
The workflow system includes an extensive approval engine, monitoring hundreds of processes throughout
the system. Approvals, alerts, and notifications are generated to users dynamically based on the business
rules created.
Flexible business rule creation allows for universal, sequential, and parallel pre-approvals, and “one or all”
rules. Catchall rules can be created to ensure that approvals are generated even when no rules apply.
Workflow for key processes, such as payroll processing, can be configured to prevent users from doing things
out of order. Routing and approval criteria containing “and/or” logic for building complex rules include dollar
amount ranges, GL segment, over budget conditions, and more. Workflow users can receive and act on
notifications, approval requests, and alerts several ways including in the application, via automated emails,
and through a My Work mobile app available on Android, iOS, and Windows.
To ensure the integrity of the workflow process, Enterprise ERP provides comprehensive auditing as
processes move through workflow and on changes to the workflow system itself. Administrators can analyze
workflow performance with integrated management tools to assist with process reengineering.
3.1.1.4 Integration with Microsoft Office
Microsoft products are used every day, so Tyler designed applications to easily integrate with the Microsoft
Office suite.
Data can be exported to Microsoft Word directly from Tyler applications. Some applications even leverage
Word's mail merge functionality allowing users to easily create and maintain form templates for near limitless
presentation options of application data. Word Mail Merge exports also seamlessly integrate with Tyler
Content Manager by storing electronic copies automatically.
Microsoft Excel can be used with Tyler applications in a variety of ways. Many Tyler applications allow users to
easily export application data directly to Microsoft Excel. Excel exports aren’t just raw data dumps; data is
formatted accordingly to its original data type – dates are dates, currency is currency – and many exports
include a link back to the corresponding record in application. Microsoft Excel is also one of many formats
supported for bulk data exports and imports, which can also be scheduled to occur automatically.
Many Tyler applications include support for popular calendaring systems including Microsoft Outlook and
Exchange. Email notifications and alerts can be sent using most email servers, including Microsoft Exchange.
3.1.1.5 Mobile Access
Enterprise ERP provides applications across multiple platforms, including mobile and touch, offering end-
users with on-the-go access from virtually anywhere. Responsive web applications automatically orient screen
layout for optimal user experience, whether accessed from a desktop monitor or smartphone. Native mobile
apps leverage device resources such as GPS or camera, and integrated store-and-forward functionality allows
using apps without a data connection and automatically synchronizes when back online. Many back-office
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browser applications are accessible from mobile devices as well, including some optimized for touch,
providing near identical functionality regardless of the platform or device used.
Tyler continues to develop new apps to meet evolving needs. Current Enterprise ERP mobile apps, available
on iOS and Android devices, include Employee Access, Field Sheet Mobile for Utility Billing and Work Orders,
and My Work Mobile for workflow. Additionally, My Work Mobile and Field Inspector Mobile for permit
inspections are available for iOS and Windows tablet devices. Workflow actions can be addressed directly
from email on a mobile device as well.
3.1.2 Hub
Hub is an over-arching and powerful platform that works to improve the efficiency and effectiveness of all
Enterprise ERP users. By connecting diverse data sources, Hub enables users to monitor key processes,
quickly execute routine tasks, and eliminate time-consuming data searches.
Hub offers a view of preconfigured cards designed to present to each user standard sets of data for various
job functions and tasks. Users can select from the sets of cards, or content packs, for accounts payable, asset
management, payroll, utility billing, human resources, purchasing, inventory, and more. The cards can be
used as they are pre-configured, or users have the option to adjust the data as needed and specify how it is
presented to them.
A Hub page can be created to focus on a specific process or configured to reach across Enterprise ERP
solutions to combine cards from multiple modules. It can combine data analytics, reporting, and tasks, and
users can modify and add pages to their platform stack as their job responsibilities evolve.
Finally, Hub provides robust real-time data analytics and active links, giving users a clear advantage over other
software solutions and dashboards. Instead of taking the time to open multiple programs to find data, Hub
centralizes the data needed and makes it instantly accessible. For more detail as it pertains to a specific task,
users simply click on the information in a card to access transactional details, locate a site on a map, approve
or reject a transaction, or any other variety of other pertinent actions. By having everything visible and
accessible, Hub allows users more time to analyze data rather than search for it—thereby freeing them up to
focus on more value-added tasks and projects.
3.1.3 Content Management
Tyler’s Content Manager includes all the critical components of an enterprise content management suite —
back file scanning, indexing and redaction, optical character recognition, web interface, micrographics
conversion, disaster recovery, and highly secure off-site document storage. It works with third-party
applications, using batch print capture to print multiple documents directly into Content Manager.
Additionally, the Application Connector provides seamless integration between applications and Content
Manager. This improves accuracy and offers quick access to related documents without leaving an
application, and it saves valuable time navigating through multiple applications to find vital, related files.
Content Manager supports multiple file types ranging across multiple departments in distributed locations,
including scanned images (TIFF, PDF, etc.), photos (JPEG), office documents (Microsoft® Word, Excel®,
PowerPoint®, etc.), drawings (DWF, DWG, etc.), or any other file requiring storage and management.
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3.1.4 Analytics and Reporting
Public sector entities need multiple ways to get information from their enterprise solutions. To meet the
growing and dynamic needs of our clients, Enterprise ERP provides users with the information they need, in
the formats they want and require, instantly.
Users can run reports of their current dataset from Tyler applications to a variety of output formats (print,
PDF, Word, Excel). To assist with this, Enterprise ERP provides an integrated “query wizard” to guide users
through the selection process to create complex queries. These queries can be saved for future use and
shared with fellow users to access pre-defined searches quickly and easily at moment’s notice. Taking it to the
next level, reports can be scheduled and delivered with the integrated Application Scheduler. Additionally, to
meet the unique and specific needs and requirements of our clients, Tyler employs a dedicated Enterprise
ERP state reporting team responsible for ensuring compliance with state and federal reporting mandates is
maintained.
To help improve data management, analysis, information, and delivery, Enterprise Analytics and Reporting
provides a robust toolbox. Hub and Central applications provide immediate, out-of-the-box views of key
information that can be configured by user based on role and preference, and Microsoft Office integration
provides seamless data exports to familiar Office formats for further analysis. For further flexibility and
customization, Tyler provides support for industry-leading business intelligence and ad hoc reporting tools.
Enterprise ERP database cubes, using Microsoft Excel PivotTable and PivotChart reports and built on
Microsoft SQL Server Analysis Services, allow users to make better business decisions by easily viewing
comparisons, patterns, and trends with KPIs. Combining the power of these tools with SQL Server Reporting
Services, users can create and manage complex, interactive reports and deliver them in a range of formats.
Data & Insights Executive Insights, available as an option, gives leadership a strategic analysis into multiple
functional areas by aggregating back-end data into forecasts, trend identification and reports using
government-specific metrics from a plug-and-play library. It allows creation of notifications and collaboration
from shared real-time data to rapid-deploy actionable solutions. Preconfigured for Enterprise ERP data, it
provides advanced statistical forecasting, performance analysis and budget monitoring with the strategic
insight needed to proactively analyze revenues, expenses, cashflows, and human capital trends, identify
emergent issues, and collaborate with peers.
3.1.5 Enterprise Forms
Enterprise Forms provides a library of pre-built, easy-to-use templates giving users the ability to build sets of
configurable forms using an intuitive web application allowing them to take control of forms from creation to
printing. With robust built-in integrations with Enterprise ERP, users can print directly to Enterprise Forms
from the application and can choose whether to print, email, archive to Content Manager, or download the
documents.
Every form has been carefully designed with simplicity and consistency at the forefront. The forms share a
common look and feel, one that is sophisticated, colorful, and modern. Once Enterprise Forms is installed,
users can immediately start setting up forms choosing from the wide array of form templates offered,
including (but not limited to):
• Payroll checks
• Purchase orders
• Invoices
• Utility bills
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• Receipts
• Permits
Using the Enterprise Forms web application, form changes such as updating a logo or a signature, can be
made instantaneously with the click of a button. Tailored data display options to form type provide a fine-
tuned method of customizing content that is included on the form. Without leaving the web application,
users can preview their forms using sample data, giving them the opportunity to fine-tune changes made to
the template.
3.1.6 GIS Integration
Tyler’s GIS Integration provides general mapping and spatial analysis tools, interfacing between applicable
Enterprise ERP modules and existing Geographic Information System (GIS) based on Esri’s ArcGIS Server. It
offers dynamic maps and GIS data and services via the web, allowing an organization to publish, discover, and
share this information. For ease of use, maps are accessible within a number of Enterprise ERP applications
including Asset Registry, Field Work, Property Master, Business Licenses, Utility Billing, and more, making it
easy to map parcels, capital assets, and infrastructure such as water lines, sewer lines, telephone poles, etc.
GIS Integration can be embedded directly within the Enterprise ERP application or launched in a separate
browser tab by clicking the dedicated “GIS” button in the toolbar. In both cases, the active set can be
manipulated in a number of useful ways including:
• Both manual selection and automatic spatial queries, including finding a parcel’s abutters or
determining in what district a business is located
• Saving active sets back to Enterprise ERP, including saving any generated maps as image files
• Performing map-based queries that can be merged with standard Enterprise ERP queries
Proposed in Optional section of Investment Summary
3.2 Tyler APIs
With a full API catalogue and a commitment to seamless integration, Tyler works to make sure that you have
uninterrupted access to the tools you need. Dedicated to enhanced integration, Tyler works with you to make
sure that our software can confidently and seamlessly share data between Tyler and non-Tyler products. Our
highly configurable solutions mean that you can create custom integrations tailored to the specific needs of
your agency.
3.3 Enterprise ERP Financial Overview
Enterprise ERP general ledger and budgeting applications are the core of our solution, designed to streamline
the management of critical financial processes organization wide. A web-based multi-fund accounting system,
Enterprise ERP provides the tools to easily comply with regulatory requirements and highly structured
accounting and budgeting processes, while integrating fully with the Human Resources Management,
procurement, revenue, and citizen services processes and software. Finance employees have access to
detailed fund and budget information in a seamless, real-time, and intuitive manner, increasing transparency
across state and local government.
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Benefits of Enterprise ERP Fund Accounting and Budgeting
State & Local
Government &
Schools
Reduces overall
financial costs
through a strategic
management of
resources
Increases organization
flexibility to address
business & legislative
changes
Ensures
accountability,
transparency, &
compliance with local,
state, & federal
requirements
Enables collaboration
across organization
boundaries
Finance
Administrators
Increases
organization-wide
visibility into budget
compliance &
financial status
Provides real-time
insight into business
processes for strategic
decision making
Reduces planning and
budgeting cycle times
Optimizes cash flow
through performance
measurement,
analysis & forecasting
Finance Employees
Reduces redundant
data entry & creates a
“single version of the
truth”
Improves productivity,
efficiency &
responsiveness to
citizens
Decreases process
time & enhances
workflow for day-to-
day tasks
Citizens
Improves
understanding of
state & local
government mission
and goals
Increases satisfaction
in state & local
government programs
& services
Provides transparency
into state & local
government
operations &
processes
3.3.1 Enterprise ERP Accounting
Enterprise ERP Accounting is a true multi-fund budgeting and accounting system designed to meet all GAAFR
and GAAP standards. Enterprise ERP Accounting maintains account balances for both balance sheet and
subsidiary ledgers and offers a flexible chart of account structure (45 alpha numeric code with 10 segments
available) to fit your specific reporting needs. Role-based permissions and workflow can be configured by
chart of account segments and accounts allowing processes to be decentralized to improve productivity
without sacrificing security. It offers a comprehensive journal processing system that automates journal
reversal, retrieves unlimited years of journal history, and adds as much descriptive text to each journal entry
as needed.
The true beauty of the module is its tight integration with all other modules Enterprise ERP offers. It provides
quick, online access to account information, including the ability to “drill down and around” to transaction
detail such as purchase orders, invoices, payroll data, and cash receipts. Quick data access and efficient
reporting improves responsiveness and decision making. If corrections are necessary, accountants can easily
go to the source (i.e., payroll check, AP invoice, purchase order) to enter what the account or amount should
have been, and the system will correct the journal entry without additional manual journal entries. If third-
party systems are used, the system is very flexible and allows users to build their own formats for import or
export of journals.
Reporting is a critical piece of the General Ledger. Enterprise ERP Accounting includes the following reporting
features and tools:
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• Dozens of ready-to-use reports which allow the user to sort and summarize by their chart of account
segments with hyperlinks which allow the user to drill down to the data
• Customizable report templates with user definable columns and saved find and sort options
• A built-in scheduler tool to automate the processing and distribution of standard reports allowing
users to schedule reports to be generated as they wish on a daily, weekly, or monthly basis
• Flexible reporting for multi-year funds and grants, as well as staggered fiscal years
• Excel data cubes allow the average user to start in Excel and create ad-hoc reports to retrieve and
analyze any segment level across multiple years
• Optional, customizable report generation through Tyler Reporting Services allows your IT staff, or an
Enterprise ERP TRS representative, to build the report to the exact specifications required by the end
user
3.3.2 Enterprise ERP Budgeting
The Budgeting module provides industry-leading tools designed to help you plan, manage, and monitor your
budget-related activities throughout the year and forecast future years, so your community operates from a
strong foundation. Simplified financial planning and budgeting tools in Enterprise ERP provide you with
everything necessary to keep tabs on today’s budget while planning for tomorrow. When users enter
requisitions, purchase orders, or AP invoices the system displays the available budget for that account, group
of accounts or department total based on user setup. Workflow rules can be configured to handle over-
budget requests. Budget transfer and amendment requests can be decentralized because they are intuitive
and user friendly – instead of selecting “debit” or “credit” the user is choosing “decrease” or “increase”.
For Budget development, budget directors can generate, compare, and analyze an unlimited number of
projections or “what if” scenarios. Enterprise ERP Budgeting allows departments to budget both annually and
monthly. Budget rollup codes can be utilized if departments require grouping individual accounts together for
either performing available budget checks, or for allocating accounts against a total budget amount during
the appropriations process. Salary and benefit planning can be done through direct integration with the
Enterprise ERP Payroll/HR module reducing the need for complex Excel spreadsheets to be created outside of
the system. The integration provides accurate forecasting for all employee-related costs including step raises,
vacancies, and benefits. Direct integration into the Enterprise ERP Capital Assets can auto-create records for
assets due to be replaced.
Budgeting for projects can be done in the Enterprise ERP Project Accounting module and pushed to the GL
budget via another direct integration. Specific benefits include:
• Budget amounts can be entered at the account or detail level which roll up to the account level and
details can be moved forward from year to year
• Robust budget import feature to upload desired budget amounts into a projection
• Workflow allows projections to be shared between departments, reviewed, and then merged into a
single final budget
• Ability to project budgets up to 10 years in the future using user-defined inflation rates
• Unlimited text per line or detail can be entered for justification and printed on reports
• Budget process has five levels so original department “wish list” amounts can be compared to final
approved numbers
• Biannual budgets can be implemented
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3.3.3 Enterprise ERP Project and Grant Accounting
Project and Grant Accounting tracks multi-year budgets, expenditures, and revenues for user-defined projects
such as capital improvements and special programs. It provides the option to manage projects as part of the
general ledger or in a separate project ledger with additional segments to track the project phase, tasks, and
subtasks. Grants can be tracked from application through conversion to a project. With full integration any
detailed purchasing, payables, payroll or cash receipts, transactions can be posted to projects as well as to
general ledger accounts. Project and Grant Accounting also provides:
• Control of revenue allocation by defining the rules and priorities of sources that will fund each project
• Real-time tracking of funding received for grants
• Project cubes for a multi-dimensional look at data sets
• Milestone tracking with familiar Gantt charts
• Automatic creation of a project from a grant
• Workflow to streamline approvals and notifications, monitor efficiency, and provide audit history
• Grant Manager tool to show available budget, funding received, yearly, quarterly, and monthly
expenditures, along with drill down capabilities to individual transactions
3.3.4 Enterprise ERP Capital Assets
Capital Assets manages record-keeping of all capital assets such as land, buildings, machinery and equipment,
construction in progress, and infrastructure. Asset information can automatically flow from purchasing.
Simplify record maintenance and reporting by tying an unlimited number of individual assets to master
assets, and track items transferred, missing, not in use, or due for maintenance or replacement. Enterprise
ERP Capital Assets also calculates depreciation by selective methods such as straight line, composite rate, 6-
month convention and reports on the depreciation schedule. For a complete 360-degree process, Enterprise
ERP Capital Assets provides a complete set of financial statements that fully reflects your organization’s
investments. Integration with other Enterprise ERP programs provides additional benefits:
• Direct posting of Capital Assets to the general ledger facilitates data export to the ACFR Statement
Builder to create GASB reports
• With Payroll integration, Enterprise ERP Capital Assets not only records true capitalized assets but
also property signed out to individual employees
• With Purchasing, data flows seamlessly from Purchase Orders into Capital Assets
• Direct integration to and from the Asset Maintenance system allows you to see maintenance history
on a fixed asset
• Records true capitalized assets and who has what fixed asset via integration with Enterprise ERP
Payroll
3.3.5 Enterprise ERP Cash Management
Cash Management automates all treasurer office functions from bank reconciliation to interest allocation and
cash flow utilization. Other benefits include:
• Automate the processing of AP and payroll checks as they clear; utilizing files from the bank, which
simplifies reconciliation of cash accounts with corresponding bank accounts
• Allocate interest to cash accounts based on average daily balance by month or quarter
• Provide easy access to cash flow and project cash flow fluctuations
• Projected cash flow records can be used for actual vs. budget analysis
• Forecast feature to anticipate cash flow for any date range
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• Standard reports include Cash Fund Position, Daily Treasurer’s Total, Cash Flow (Summary and Detail),
Investment, and Debt Service
3.3.6 ACFR Statement Builder
The ACFR Statement Builder simplifies development of the financial statements presented in the Annual
Comprehensive Financial Report (ACFR). This easy-to-use tool allows you to upload your financial data,
prepare adjusting entries, equity classifications, and generate statements and schedules. The Governmental
Accounting Standards Board (GASB) defines the reporting model which is embedded in the ACFR statement
builder. When GASB requirements change, the ACFR statement builder is updated, so you can rest assured
that your statements will comply. The ACFR Statement Builder increases efficiency, minimizes errors, and
simplifies reporting. Features include:
• Intuitive user-interface to get you quickly into building your statements
• Customized account coding, templates and reconciliation notes carry forward year after year
• Statement drill downs provide a complete audit trail
• Microsoft Excel reporting engine increases flexibility
• Optional cloud-based data hosting service available to reduce hardware investments and IT
maintenance burden
Proposed in Optional section of Investment Summary
3.4 Enterprise ERP Procurement
Procurement provides you with an enhanced, fully integrated electronic purchasing system for managing the
processes associated with requesting, reviewing, contracting, and purchasing from vendors. From requisition
to purchase, Enterprise ERP streamlines the entire procurement lifecycle.
Procurement increases efficiencies by streamlining the purchasing process, resulting in shorter processing
times. The easy flow of information and the ability to customize processes ensure that all your purchasing
requirements and needs are met, while improving the purchasing power of your organization.
Enterprise ERP provides the tools to comply with regulatory requirements or highly structured procurement
processes efficiently and effectively, while integrating fully with your budget and general ledger. Purchasing
employees have access to detailed supply chain information in a seamless, real-time, and intuitive manner.
Proven strategic sourcing techniques such as spend analysis, competitive sourcing and contract negotiation
mean your organization gets the right value for its purchases and can provide full accountability for its
purchasing decisions.
Easily communicate with vendors using Vendor Access, which integrates with vendor websites providing you
the ability to shop online without leaving Enterprise ERP. Plus, Enterprise ERP Vendor Access your vendors by
providing a place to view bids, submit required forms, review invoices and check information. Enterprise ERP
delivers the right tools, functionality, and access to data to help you make the best purchasing decisions for
your organization.
Benefits of Enterprise ERP Procurement
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State & Local
Government &
Schools
Reduces financial
costs— paper,
administrative,
warehouse, supply &
third-party
Allows organizations
to utilize budgets
more effectively
Ensures
accountability,
auditability, &
compliance with local,
state & federal
requirements
Increases the public’s
confidence in state
and local government
Procurement
Administrators
Increases
organization-wide
visibility into
procurement
expenditures,
minimizing risk
Provides real-time
insight into business
processes for strategic
decision-making
Simplifies the
management of &
eliminates redundant
supplier relationships
Improves
communication with
employees & vendors
Procurement
Employees
Eliminates
unnecessary
paperwork & reduces
data entry time &
errors
Decreases “req to
check” process time &
Procurement
Administrative Lead
Time (PALT), reducing
time & costs
Improves customer
service by ensuring
the right product is
procured at the right
time at the best value
Employees -
Requestors
Provides easy access
to products or
services when needed
Improves
understanding and
ability to conform to
internal business
rules, policies &
contracts
Increases access to
answers regarding
product availability &
reimbursement
3.4.1 Enterprise ERP Purchasing
Purchasing includes requisitions and purchase orders to automate and decentralize the procurement
processes across your organization. Departments can enter their own requests, and site-specific business
rules route the request for approval. Real-time general ledger budget checks ensure availability of funds.
Enterprise ERP Procurement enables a direct conversion of an approved requisition to a purchase order.
Using Content Manager, the purchase order can be automatically imaged and archived, allowing for optional
e-mail delivery. Additionally, the PO image can be accessed by the vendor at any time through the e-
Procurement module. The purchasing process ensures employee compliance with business rules and
eliminates purchasing fraud and abuse. Other benefits include:
• Customizable requisition screens provide only essential information, enabling other non-finance staff
to enter requisitions with ease
• Requisitions can be created directly from a vendor’s online shopping cart using the e-Procurement
solution
• Workflow rules based on dollar amount, commodity code and/or chart of account segments route
requisitions for approval and then to a buyer to be sourced
• Preset procurement rules are referenced to determine whether phone quotes or formal bids
required — the latter can be auto-created from the requisition
• Supports blanket purchase orders
• Approved requisitions can be converted to a purchase order or contract
• Auto printing or email distribution of PO with Enterprise Forms
• An image of the purchase order is auto archived to Content Manager
• Changes can be submitted via a PO change order, and then routed through workflow for approvals
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• Updates to general ledger are automatic
• Interface with Vendor Access, P-Cards and Content Manager offers significant savings by streamlining
approval process, reducing paperwork, storage, and costs
• Purchasing is integrated with Enterprise ERP Inventory, EAM, Payroll, Capital Assets, Accounting,
Vendor Access, Contract Management, and Budgeting
3.4.2 Enterprise ERP Accounts Payable
Accounts Payable manages and maintains all aspects of vendor invoices, payments, delivery performance,
and history. It provides a comprehensive view of all activity related to a vendor through Enterprise ERP
Vendor Central. Additionally, Tyler’s Vendor Access portal provide online accessibility to select vendor
information including vendor check images, invoices, and bid information.
Accounts Payable also incorporates a web-based card management program that imports transaction details
incurred on purchasing cards (P-Cards). It can split individual transactions to multiple accounting codes and
create accounts payable invoices. Purchase card administrators can monitor card transactions in real time and
create and analyze custom reports to improve spend tracking and anticipate problems with a transaction
before they occur. Other benefits include:
• Flexibility to liquidate purchase orders in full or in part, and view detailed information online
• Decentralized workflow saves central AP employee time by allowing individual departments to enter
invoices
• Automated 3-way PO matching function expedites processing in distributed arrangements
• Flexible scheduling of invoices for payment helps maximizes cash flow
• Customizable invoice imports
• P-Card reconciliation processing such as coding and attachment of receipts, tracks against actual
vendor for complete year-end transactional reporting
• Integrated workflow allows users to route and approve invoices online without logging into
Enterprise ERP
• Configurable checking printing
• Provides positive pay processing security
• Utilize Content Manager to upload, organize and easily retrieve document images for improved
efficiency
• Assets to the General Ledger facilitates data export to ACFR to create GASB reports
3.4.3 Enterprise ERP Bid Management
Bid Management provides structure and framework to effectively manage the bid process and to analyze and
compare vendor responses to bids. Create an unlimited number of bids for items routinely purchased and
route to specific departments or individuals for review. Track an unlimited number of vendor responses and
enforce response deadlines. Vendors can mail their bids to the requested site or submit their bid information
electronically using Vendor Access which facilitates sealed bid processing. From the responses, Enterprise ERP
determines the best vendor based on each site’s unique criteria. Once a bid is awarded it is converted to a
purchase order or can be turned into a vendor contract. Bid Management also allows you to:
• Track an unlimited number of addenda to bids
• Fully supports NIGP and custom commodity code formats
• Decentralize requests, allowing departments to enter requested quantities
• Supports addenda tracking and vendor notifications
• Post questions to vendors and score the responses to assess a weighted vendor ranking
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• Easily generate reports by departments, vendor response and ranking, budget versus award amounts,
and more
3.4.4 Enterprise ERP Contract Management
Contract Management supports the entire lifecycle of a contract from inception to expiration. Create and
approve contracts, including multi-year contracts, for purchases—and encumber the appropriate funds in
advance. Allocate contracts by account or account segment and define milestones and key dates that trigger
optional Hub alerts to notify appropriate staff. Track and withhold contract sliding scale retainage based off
percentage complete. Also provides ability to track other activity such as pending payments, open purchase
orders and requisitions and contract change orders. Contract Management is fully integrated with
Accounting, Purchasing, and Accounts Payable. Other benefits include:
• Defining contractors by size, performance, minority or women ownership, or other criteria
• Monitor contract contingency funds separate from available monies
• Documenting vendor performance including past due deliveries, fill percentage and returns
• Maintain insurance information and policies
• Sliding scale retainage tracking
• Tracking multiple subcontractors for a given contract, including direct payments to subcontractors if
required
• Add contract progress payments
• Routing contract change orders for approval through Workflow
• Maintaining history of contact changes with complete audit trail
• Interface with optional Content Manager for document management and attachments
3.4.5 Enterprise ERP Vendor Access
Vendor Access provides a secure location for vendors to search for, or submit a bid, check a current or past
PO status; access an invoice, check, or bid details; or create and update their vendor profile. Enterprise ERP
Vendor Access provides vendors access to the key information and business records they need. Information is
reflected in real-time because it is extracted directly from the Enterprise ERP database.
Additionally, Vendor Access provides Punch-Out capabilities to vendor hosted websites. It allows users to
initiate a requisition in Enterprise ERP, then Punch-Out to vendor-hosted websites for online shopping. Once
shopping is complete the virtual shopping cart of items is instantly transferred to Enterprise ERP and
automatically populates an Enterprise ERP requisition which then flows through the existing Workflow
process. Enterprise ERP Vendor Access can reduce off-contract spending, gain advantageous pricing, and
condense requisition to PO cycles while electronically managing the entire lifecycle of a purchase. E-
procurement also includes e-invoicing which enables automated submission of invoices as a result of punch-
out purchase reducing data entry errors and improving invoice to payment timelines.
For vendors that cannot support Punch-Out catalogs, you use hosted catalogs in Enterprise ERP. In this way,
you can view, import, and purchase a vendor’s items via the Enterprise ERP Items program.
The Vendor Access process translates to both soft and hard-cost savings for your organization:
• Web-based process — save staff time to prepare and distribute bid information
• Meets green initiatives — save paper and shipping materials
• Vendor response — reduce staff time responding to questions and requests for information
• Vendor 24/7 access — view and submit bid information online
• Vendor Punch-Out catalogues — establish an unlimited number
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3.4.6 Enterprise ERP Inventory
Inventory tracks inventory such as office supplies and public works equipment across an organization and in
multiple locations, eliminating unnecessary purchases and wasteful spending. When used with Enterprise ERP
Purchasing one can choose the item cost method, select by average (over all lots received), or FIFO (first in,
first out) or buy items in bulk and issue them to departmental users as needed. Enterprise ERP Inventory
automates all inventory accounting including on-hand balances, month-to-date (MTD) and year-to-date (YTD)
values. Other benefits include:
• Auto notifications indicate when inventory levels are low in multiple locations, and prompts
reordering
• Schedules pick tickets and routes to maximize delivery efficiency
• Integrates with hand-held devices (BMI or Quatred) to conveniently scan products and track
inventory movement in real-time (Hand-held devices, purchased separately)
• Integrates with Work Orders, Purchasing and Human Resources (to track asset assignment by
employee)
• Users can request inventory items through decentralized requisition process
• Freeze inventory to manage cycle counting
• ABC Inventory control-focus on managing physical counts for the highest value, high volume items
3.5 Enterprise ERP Human Resources Management
By integrating all the tools and processes associated with people and performance in a strategic and
organized manner, Enterprise ERP Human Resources Management provides a complete view of your
organization. When you employ a “hire to retire” strategy that integrates all the information, tools and
processes associated with people and performance, you align your employees’ goals with the goals of your
organization to meet specific, measurable, and realistic objectives.
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Benefits of Enterprise ERP Human Resources Management
Local Government &
Schools
▪ Reduce costs & do
more with existing
resources
▪ Achieve
organizational goals
& objectives
▪ Enhance workforce
performance &
increase agency
adaptability
Human Resources
▪ Strategic rather than
administrative role
▪ Mange workforce
from a single source
▪ Lower HR costs &
deliver better
services
▪ Address workforce
demands
Managers
▪ Better-informed
decision making
▪ Actively plan for
business change
▪ Find & retain the
right talent
▪ Reduce paperwork
& overhead costs
Employees
▪ Online enrollment in
benefits & instant
access to pay and
paid time off history
▪ Greater control over
personal
information and
career paths
▪ Instant answers to
HR questions
3.5.1 Enterprise ERP Recruiting
Recruiting streamlines the entire application review and hiring process. Users can create custom job
application forms to post online with unlimited customized conditions for each position. Candidates and
recruiters can easily manage attachments such as resumes, references, certifications, writing samples and
which are immediately and securely accessible by the HR department. Reports can be generated for the top
scoring candidates to compare skills and qualifications. Interview results, certifications, skills, training,
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education, and work history references can all be tracked to identify the best candidate. Our Hiring Central
and Applicant Central programs make management and analysis of applicants easy from a single screen. Once
a candidate is chosen to be hired onboarding tasks can be managed and applicant data automatically
populates the Human Resources Management and Payroll module, so no rekeying of information is required.
Simply use the Employee Add Wizard and draw from all the data stored in Recruiting. Other benefits include:
• Applicants are able to self-schedule interviews, pre-employment tests, pre-employment orientation,
and training through ESS
• Easily score applicants using an intuitive interface and tie scoring results to automatic applicant status
changes
• Ability to post job openings on website, sort by job type or location, and limit access to internal
applicants only, if so desired.
• Allows candidates to create one online profile for streamlining the application process for multiple
positions
• Workflow helps manage all requests for new job openings as they travel through the approval
process
• Employee Tasks program allows for customized employee onboarding tasks to be established and
managed
3.5.2 Enterprise ERP Human Resources Management
Human Resources Management centralizes all employment data for an organization -- from an organized
hierarchy of jobs with position controls, pay and benefits scales to a confidential repository for employee
information such as education, wages, promotions, benefit elections and performance evaluations. It
provides all the tools needed by an HR department. Enterprise ERP Human Resources and Talent
Management solutions integrate enterprise employee data, from hire to retire. This means your
compensation, retention, training, and development plans work together to promote your goals.
Enterprise ERP HR helps streamline workflow and processes. Confidential employee information is centralized
and accessible only to those with designated access. Enterprise ERP Workflow allows you to set up business
rules for personnel actions including inquiries, leave, termination, civil service, attendance, reinstatement,
and so forth. Full integration with Enterprise ERP Recruiting, Payroll and Budget eliminates duplicate data
entry. Integration with ESS provides employees enterprise wide the ability to easily access info, initiate
requests, collect benefit information and more.
Our Talent Management solutions provide staff and management with tools that enhance succession
planning and career development processes. Supervisors can better track staff certifications and skills and
evaluate employee performance to align employee goals with strategic organization goals. They can analyze
their talent to decide who best to target for leadership positions. Employees can utilize career planning tools
to help structure their career track and robust training program can be development to enrich and strengthen
personnel.
Other advantages include:
• Advanced position and budget control:
− Forecast future salary and benefit costs, including step and contract increases, and simulate
changes to positions during a specified time period
− Identify valid and authorized positions, both filled and vacant
− Restrict the addition of new employees to a valid and authorized position
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− Provide a history of employees who have held a certain position, for turnover and analysis
− Identify and allow updates to budget and FTE allocations
− Provide current year budget/actual/projected figures, by position
− Automatically create job postings in Applicant Tracking module from position control information
• Integration with Employee Access allows employees to use their password protected account to
access updated sick and vacation accruals
• Track an employee’s full employment history including certifications, training, promotions and raises
• Integrates Content Manager for document management of all HR related documents (i.e. resume,
grievance letters, certifications)
• Supports a paperless online benefits enrollment process using Employee Self Service
• Supports a paperless onboarding process using the On-Boarding Codes program and Personnel
Actions. You can create different On-Boarding Code Steps, Subject Text, and Body Header. Emails
can be sent to employees, to a group of new employees or they can be sent based on the On-
Boarding Code chosen when hiring a new employee in the Personnel Actions program.
3.5.3 Enterprise ERP Payroll
Payroll allows you to implement paperless payroll processes, streamline timesheet entry and ensure all local,
state, and federal requirements are met. With Content Manager integration, Enterprise ERP Payroll provides
an image-based history of all payroll documentation, allowing staff and employees to access old paystubs, W-
2 forms, benefit elections and more. Standard payroll functions include, but are not limited to, reconciliation
of employee insurance reports to monthly premium statements; manual or automatic check reconciliation;
support of electronic timesheet entry; and verification and tracking of employee performance data, earning,
and withholding information, training and more. Enterprise ERP Payroll also integrates fully with Enterprise
ERP Employee Self-Service, providing W-2, tax, benefit, and accrual information to employees when they sign
into your Employee Self-Service website. Changes made by the employee, such as accrual requests and
benefit selections, are transmitted directly to the payroll system for approval and will then reflect in
employee pay. Other benefits include:
• Generates retro pay for scenarios such as extended contract negotiations or delayed promotion or
salary increase decisions
• Enables direct deposits and positive pay validation
• Supports mass pay changes, “pay bands”, step increases, and retro-pay calculations
• Supports a wide range of calculation and accrual types
• Supports daily time and attendance entry, including entry from Employee Access, once approved the
information is automatically moved into Payroll without re-keying information
• Integrates with Enterprise ERP Accounting for increased efficiency and time savings
• Integrates with Enterprise ERP Budgeting for salary and benefits projections
• Integrates with General Billing for extra duty pay and COBRA/insurance billing
• Integrates with Enterprise ERP Accounts Payable for vendor payments
• Integrates with any third-party time-tracking systems for streamlined payroll processing
• Integrates with Employee Expense reimbursement
• Integrates with GoDocs, Enterprise Forms and Content Manager for seamless document
management, output options (i.e., emailing direct deposit advices) and data storage
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3.5.4 Enterprise ERP Employee Access
Employee Self-Service improves employee access to key information and services and reduces staff time
spent responding to routine requests. Employees are able to update personal information, request leave, or
check compensation quickly, confidentially, and securely over the Web from any computer, and at any time
that's convenient for them. Employees log in using a unique username to view and update information.
Accuracy is assured because Employee Self-Service extracts information from the Enterprise ERP database
and is reflected in real-time. Employee Self-Service reduces Human Resources workload by allowing
employees to:
• Use the calendar interface to request vacation time, enter sick time and view up-to-date accruals
• Log work hours against projects and activities
• Use the Net Pay Simulator to see how deductions, withholdings and pay rates would affect paychecks
• Receive HR messages and benefits updates
• Register for training classes (Separate log in available for non-employee registration, as well)
• Review their performance evaluations
• See overview of compensation and benefits, W-2, W-4, direct deposit changes
• Sign up for benefits during open enrollment
• Access paperless images of W-2 forms, payroll stubs and other employment documentation stored by
Content Manager
3.5.5 Enterprise ERP Employee Expense Reimbursement
Employee Expense Reimbursement is an easy-to-use application that fully integrates with Enterprise ERP
Accounting, Payroll and Accounts Payable for complete electronic expense report filing—thereby increasing
office efficiency, saving employees’ time, and reducing paper trails. Once expense types are defined,
Employee Expense Reimbursement offers many time-saving system defaults such as: quick expense report
creation, system-generated travel requests, invoice reimbursement numbers and general ledger account
codes. For ease of use, your office can create an unlimited number of expense claim form templates;
determine whether employees submit reports before or after expenses are incurred; and decide whether to
reimburse through payroll or by cutting an AP check. When submitting expense reports, employees simply log
into the application—anytime and from anywhere over the Internet—and enter his or her employee number.
The system automatically populates the expense report fields with data pulled from Enterprise ERP Payroll,
and the employee simply fills out the remaining required fields and submits. The claim is automatically
entered into the workflow process, where it can be preset to direct expense reports to different approvers
based on user-defined account codes, amount, and department codes. Other benefits include:
• Minimizes time-consuming documentation process
• Eliminates messy paper receipt storage
• Reduces service issues by letting employees file reports and check on pending or past requests using
Employee Access
• Allows management to quickly review expenses by type, employee, time frame or other category
using a range of reporting options
• Integration with GSA per diem rates
Available as an option
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3.5.6 Enterprise ERP Risk Management
Risk Management allows an organization to manage risks such as job-related injuries and property damage
with the tools necessary to effectively track, manage and pay property and causality claims. Risk Management
enables you to handle these claims quickly and easily, from initial claim to related expenditures. Other
benefits include:
• Easily maintain data, track claim activity and record expenses with recoveries and estimated costs via
integration with Enterprise ERP Procurement and Accounts Payable
• Links claims to employee records via integration with Enterprise ERP Human Resources Management
• Evaluate injury-related compensation via integration with Enterprise ERP Payroll
• Powerful analysis via interface with Microsoft Excel
Available as an option
3.6 Enterprise ERP Utility Billing CIS
Utility Billing Customer Information System (CIS) streamlines the complex procedures associated with account
management and billing, scheduling, and reporting, and puts the focus on the customers. Enterprise ERP
provides the tools to easily maintain customer accounts, track work orders, generate utility bills, and collect
fees. Billing clerks, service managers and utility directors have access to detailed information in a seamless,
real-time, and intuitive manner. And local governments increase transparency and improve customer service.
Benefits if Enterprise ERP Utility Billing CIS
Local Governments
▪ Enables a paperless
organization
▪ Simplifies the utility billing
process
▪ Accelerates revenue collection
▪ Puts the focus on the citizen to
improve customer service
Employees
▪ Improves productivity,
efficiency & responsiveness to
citizens
▪ Reduces redundant data entry
and creates a “single version of
the truth”
▪ Automates repetitive tasks &
enhances workflow
▪ Enables fast, informed decision-
making
Citizens
▪ Improves access to utility,
account & payment information
▪ Enables easy bill payment
▪ Increases confidence & support
in utility services
3.6.1 Enterprise ERP Utility Billing CIS
Utility Billing CIS processes all billing functions easily, quickly, and accurately. With it your staff can perform
expected tasks such as billing water, sewer, refuse, electric and gas; and maintain multiple active billing cycles
at the same time. Robust functionality enables users to manage all aspects of utility billing with features
including easy account setup, management of past, current, and future customers, along with easy access to
service, deposits, and assessments information, all from a centralized account management screen. Unlimited
user defined fields are available for use in a variety of areas, starting at the account location level all the way
down to the service and meter level Integration with other Enterprise ERP programs provides additional
benefits:
• Access usage and billing details, enter service requests, and pay online via Resident Access
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• Simplify property address management via Enterprise ERP Central property, which synchronizes
address updates with Utility Billing
• Field service requests from Enterprise Service Request Access
• Automatic Processing of Online Utility requests for a high volume of customer move in and move out
requests
• View billing history with images of past invoices through Content Manager
• Online payments flow directly into general ledger through integration with Cashiering and Accounts
Receivable
• Track site access and repairs through built in Work Order tool
• Verify and view addresses through Enterprise ERP Central Property and Enterprise ERP GIS
Integration
• Set rules for bill adjustments and work orders using Workflow
• View work orders on a map and a calendar, with the ability to assign and schedule.
• Manage Work Orders through a mobile app
• Track meters as assets while leveraging layering in GIS
• Option to deliver bills via email
• Manage cut off selections, lien collections, and other delinquency notifications
• Interface with Notify provides reliable customer notification regarding late notices, late fees, and
general account notifications such as service disruptions
3.7 Enterprise ERP Citizen Services & Revenue
From community development and clerks’ offices to utilities and tax billing and collections departments,
Tyler's Citizen Services and Revenue solutions help you deliver all the critical citizen services that the public
wants. This dynamic suite of applications helps to streamline a broad range of revenue and development
services, such as issuing permits and licenses, tax collection, general billing, parking tickets, and animal
licenses. Tyler’s outward facing applications empower citizens to help themselves – to report potholes, to
request municipal email and text alerts, process payments online and much more.
Benefits of Enterprise ERP Citizen Services & Revenue
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Local Governments
Enables a paperless
organization
Streamlines processes
Accelerates revenue
collection
Increases citizen
payment compliance
and revenue collection
amount
Employees
Reduces time spent on
repetitive inquiries or
requests
Increases insight into
data for better decision
making
Enhances the ability to
process payments from
multiple channels
Improves productivity,
efficiency, and
responsiveness to
citizens
Citizens
Improves understanding
of state and local
government mission
and goals
Provides transparency
into how government
uses generated revenue
Increases citizen
satisfaction of state and
local government
services
3.7.1 Enterprise ERP Accounts Receivable
Accounts Receivable provides two major functions: collection of miscellaneous cash, and collection and
management of billed receivables. Processing over the counter or mailed payments for non-billed items such
as licenses, permits, and registrations is easy using Enterprise ERP AR, with customizable receipt printing if
necessary. You can set charge codes to facilitate data entry and provide detailed or summary analysis (daily,
weekly, monthly) by type, and pre-set General Ledger revenue accounts to these codes so data entry
personnel do not need to enter account numbers—creating efficiencies and saving your organization critical
time and resources. Notable highlights include:
• Single Customer Identification Number (CID) provides a complete view of all outstanding balances
across revenues and departments, simplifying the collections process
• Cross department utilization improves efficiency and reduces training burden
• Supports validation, check endorsement, OCR scanning and receipt printing
• Utilize workflow approval processes to better regulate payment, reversal, and refund processes
• Supports various hardware devices; see Tyler’s recommended hardware listing
3.7.2 Enterprise ERP General Billing
General Billing creates invoices and bills for miscellaneous charges, such as facility rentals, hangar fees,
tuition, vandalism, and false alarm billing. It eliminates handwritten bills and manual calculations, totals
invoice lines and provides accurate payment information. General Billing works with Cashiering, Work Orders,
General Ledger, Payroll, and Permit & Code Enforcement modules, and provides accurate and up-to-the-
minute accountability.
Other benefits include:
• Offers user-defined configurable billing options
• Supports automatic interdepartmental billing
• Manages escalating fees associated with multiple incidents
• Allows scheduled invoicing of recurring charges or services
• Provides loan tracking and amortization for HUD housing
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• Integrates with Grant Management for reimbursement requests
• Integrates with Payroll for extra duty pay and COBRA billing
• Integrates with Work Orders for billing repairs and other services
3.7.3 Enterprise ERP Resident Access
Resident Access provides secure online access to account information anytime and from anywhere. Citizens
can inquire and pay outstanding balances for Enterprise ERP generated bills, including animal licenses,
business licenses, general/miscellaneous bills, permits and code fees, taxes and utility bills. Resident Access
also allows the users to submit information, such as business license applications or renewals and requests
for service. Accuracy is assured because information is accessed from the Enterprise ERP database in real-
time. When used in conjunction with Tyler Content Manager, citizens are able to view actual images of past
invoices and statements. Other benefits include:
• A secure log in for access to real-time account information for a full range of bills and services
• Ability to pay invoices online as individual bills or combined using the shopping cart feature
• Opportunity to request services such as filling potholes, and Utility Billing Service Requests
• Efficient 24/7 self-service without leaving home or the office
• Reduction of customer service workload
3.7.4 Cashiering
Cashiering streamlines cash management by creating a single point of entry for data from multiple
applications. Cashiering features a versatile, easy-to-navigate interface developed in the Microsoft® .NET
platform. This scalable application has a familiar Microsoft Windows look and feel and was designed with user
experience in mind. Cashiering allows for a wide range of customization based on payment type—and it
integrates with local resources such as OCR and handheld bar code scanners, printers, validators and MICR
devices, making it an essential addition to any agency’s collection process. Other benefits include:
• On-screen running batch and transaction totals displays
• Unlimited, user-defined tender types.
• Various user permission and controls over POS actions – such as voids, cash drawer opening, and
more.
• Robust reporting on batch totals, user activity, and overall collection totals/trends
• Compliant with PCI/PA-DSS security standards
• Full Check-21 compliance which allows for creation of an electronic cash letter containing images of
checks to be submitted to a bank in lieu of a traditional deposit with paper checks
• Standard interface to other Tyler products and may be configured to connect to third party modules
as well
• Support for EMV chip credit card processing
3.7.5 Tyler Payments
Tyler Payments™ is a fully integrated, public-facing, payment solution that makes it easy for your constituents
to pay local government-related bills, such as, taxes, utilities, tickets, fines and more. Tyler Payments can be
used for any Tyler solution, including Tyler Enterprise Utility Billing, Enterprise Permitting & Licensing or even
any non-Tyler software for that matter. Below is an example of a customer’s account, with payments due,
payment history, links to pay other bills, access account information and be advised of any City
announcements:
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3.8 Data & Insights Open Finance
Data & Insights Open Finance provides unparalleled data access and analysis tools to help public sector
entities implement principles of transparency, participation, and collaboration. Local governments are
increasingly expected to provide high value information to help citizens understand how their tax dollars are
being used and engage the public in the civic process. Financial transparency is a key component in a
government’s efforts to establish and maintain trust with their constituency. Governments critically need a
cost-effective, publicly consumable way to understand share all aspects of their finances. Open Finance solves
this through a proactive approach to government transparency. It can inform the public of how and where tax
dollars are being spent in an easily consumed, engaging, and insightful way that encourages greater citizen
involvement. Additionally, Open Finance will significantly reduce the backlog of Freedom of Information Act
requests which burden public sector agencies across the country.
Available as an option
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1. Please explain how your
product is licensed
(concurrent, site, user or
machine based). How are
additional licenses sold?
Concurrent.
Tyler’s SaaS subscription includes full functionality of and updates to
all proposed applications. Application subscriptions are based on the
following metrics as defined in the SaaS quote:
• Enterprise ERP: Total concurrent back-office application
users.
• All Access (self service) programs are unlimited
• Time and Attendance: Total employees managed in the
system (if applicable).
• Content Manager: 1 TB storage included; additional storage
$5,000 / TB.
Tyler monitors usage by quarter. If on average, the client is above
defined amounts, Tyler reserves the right to re-negotiate SaaS fees
based upon any resulting changes in the pricing categories. This is not
automatically applied. Tyler will provide a quote for additional
concurrent users via a contract amendment.
2. How long has the current
version of Proposer
software been in production?
Tyler application upgrades are released quarterly and are included as
a standard part of the SaaS subscription. Software corrections, known
as cumulative updates, are automatically deployed between
quarterly releases.
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3. What is the system
architecture? (web-based,
client/server, mixed)
Tyler provides web-based platform agnostic solutions, offering end-
users with on-the-go access securely from virtually anywhere.
Responsive web applications automatically orient screen layout for
optimal user experience, whether accessed from a desktop monitor
or mobile device. Tyler also offers a variety of native mobile apps to
better leverage device resources such as GPS or camera; and
integrated store-and-forward functionality allow using apps without a
data connection and automatically syncs when back online.
Application architecture is multi-tiered consisting of web, application,
and database tiers. Tyler applications are deployed on industry
leading of technologies including Microsoft Windows Server, SQL
Server, and Internet Information Services. Tyler solutions are cloud-
based running on AWS, the world’s most comprehensive and broadly
adopted cloud platform.
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4. What is the query tool
and report writer that
Proposer is proposing?
Users can easily create reports of their current dataset from Tyler
applications to a variety of output formats (print, PDF, Word, Excel).
An integrated “query wizard” can be used to guide users through the
selection process to create complex queries. These queries can be
saved for future and even shared with fellow users to access pre-
defined searches quickly and easily at moment’s notice. Leveraging
the integrated Application Scheduler, reports can also be scheduled
to automate delivery and printing.
Tyler’s Analytics and Reporting includes several tools to help clients
improve data management, analysis, information sharing, and
delivery. Dashboards and Central applications provide immediate,
out-of-the-box views of key information that can be configured by
user based on role and preference. Robust Microsoft Office
integration provides seamless data exports to familiar Office formats
for further analysis.
Tyler Hub provides a centralized starting point for accessing,
analyzing, and aggregating data from the full breadth of Tyler
applications. Tyler Hub offers a variety of configurable and extensible
card components that allow the end user to visualize metric and KPIs.
Users can access to out-of-the-box pages and cards customized to
their needs. Tyler Hub combines the power of multiple dashboards
into a single viewpoint for centralized and consistent search, analysis,
and monitoring for various Tyler and non-Tyler products
simultaneously.
Support for industry-leading business intelligence and ad hoc
reporting tools offer even further flexibility and customization while
still using existing application permissions. Tyler’s database cubes,
built on Microsoft SQL Server Analysis Services, allowing users to
make better business decisions by easily viewing comparisons,
patterns, and trends with Microsoft Excel PivotTable and PivotChart
reports. Included with Tyler SaaS solutions is a hosted SQL Server
Reporting Services (SSRS) environment for third-party ad-hoc
reporting to create, manage, and setup subscriptions to complex,
interactive reports and deliver them in a variety of formats.
Tyler simplifies the development of the Annual Comprehensive
Financial Report (ACFR) with ACFR Statement Builder (proposed in
Optional). Create and audit ACFR statements and schedules,
streamlining the process from year to year. Additionally, Tyler
employs a dedicated Enterprise ERP State Reporting team
responsible for ensuring clients maintain compliance with state and
federal reporting mandates.
Built on Tyler Technologies’ Data & Insights ™ data analytics platform,
ERP Executive Insights enables finance directors, mayors, city
managers, superintendents, and department lead to easily
understand and monitor the health, performance, and service level
of their organization. Delivering a turnkey analytical environment
populated with industry recognized KPIs and leading indicators, ERP
Executive Insights is automatically updated and tightly integrated
with Enterprise ERP®.
Tyler Finance Insights provides unparalleled data access and analysis
tools to help public sector entities implement principles of
transparency, participation, and collaboration. Finance Insights
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5. Please describe any
workflow or event alerts and
notification capabilities the
application provides.
Tyler applications feature integrated, real-time workflow to help
clients automate common tasks such as approval requests,
notifications, and alerts. Workflow can be setup for nearly any
process available in Tyler applications and include several
customization options to meet each client’s unique business
requirements.
Workflow rules can include one or hundreds of users and / or
roles for a single process. Hierarchies can also be easily configured
so specific users are only involved after other specified users have
already approved or been notified first. Some Tyler applications also
include the ability to define contingencies so that users are only
included in workflow if specific data conditions are met for a process.
For example, if a requisition created in the financial system is over a
certain dollar amount only require approval from the Finance
Director, or time off requests from a specific department only notify
the respective department supervisor.
To prevent gridlock paper-based workflow practices sometimes
experience, alternate approvers can also be defined. If a workflow
approver is out of the office for example, another user can be set as a
“proxy” to handle all approval requests until the original user has
returned. In select applications, an alternate approver can also be
included in the workflow process so that after a specified time of no
activity (hours, days, months, etc.), the workflow process is
automatically forwarded to another user.
Workflow users can receive, and with select applications, act on,
notifications, approval requests, and alerts several ways including in
the application, automated emails, and, with some Tyler applications,
Workflow mobile apps.
Finally, integrated auditing ensures both workflow processes and the
actual changes to workflow rules are tracked to be reviewed at any
time.
6. Does the system provide
global query function so that
users can search system wide
based on name, account,
range of values, or partial
and wild-cards?
Yes. Nearly every Enterprise ERP application includes the ability to
filter on any field when searching for information. Users can also
leverage a variety of search operators such as greater than (>), less
than (<), and (|), and ranges (:). Finally, Enterprise ERP includes an
integrated Query Wizard to easily create complex queries and find
the exact information needed. The Enterprise ERP Query Wizard
guides users through the selection process, including selecting
multiple records without having to remember every search operator.
Queries can also be saved and named for future use and even shared
with peers.
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7. Please describe all third-
party software required or
recommended for the
solution, including report
writers.
All third-party software, licenses, and hardware are the responsibility
of the client and are not included as part of Tyler solutions unless
otherwise noted in the costing proposal.
Server Environment Software Requirements
• Supported Identity Provider (Microsoft Active Directory,
Microsoft Azure AD, Microsoft ADFS, Google Cloud Identity,
Okta, and Rapid Identity)
• SMTP email server
• Esri ArcGIS for Server or Esri ArcGIS Online [1]
[1] Required for GIS integration (e.g., Enterprise Permitting & Licensing,
Enterprise Asset Management, and select Enterprise ERP modules).
End-user Device Software Requirements
Tyler applications are built and tested on the latest HTML5 standards
and should be compatible with any modern platform. Tyler has
validated the following platforms:
• Supported Microsoft Windows or macOS operating system
• Google Chrome (recommended), Microsoft Edge, Apple
Safari
• Microsoft Office [2]
• Industry standard PDF reader
• Antimalware software
[2] Microsoft Office desktop client only required to use OLAP cubes included with
select Tyler solutions, and maintenance of Enterprise ERP mail-merge templates.
8. Does the system provide
multiple levels of data
security control access by
terminal, transaction, and
file?
Yes.
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9. Is the system integrated into
Microsoft Office Suite
permitting the ability to
import and export data to
spreadsheets and
documents?
Microsoft Office Integration
You use Microsoft products every day, so Tyler designed applications
to easily integrate with the Microsoft Office suite.
Data can be exported to Microsoft Word directly from many Tyler
applications. Some applications even leverage Word's mail merge
functionality allowing users to easily create and maintain form
templates for near limitless presentation options of application data.
Word Mail Merge exports also seamlessly integrate with Tyler
Content Manager by storing electronic copies automatically.
Microsoft Excel can be used with Tyler applications in a variety of
ways. Many Tyler applications allow users to easily export application
data directly to Microsoft Excel. Excel exports aren’t just raw data
dumps; data is formatted accordingly to its original data type – dates
are dates, currency is currency – and many exports include a link
back to the corresponding record in application. Microsoft Excel is
also one of many formats supported for bulk data exports and
imports, which can also be scheduled to occur automatically.
Many Tyler applications include support for popular calendaring
systems including Microsoft Outlook and Exchange. Email
notifications and alerts can be sent using most email servers,
including Microsoft Exchange.
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Section 4 Hardware, Operating System and
Programming
D. Hardware, Operating System and Programming
Proposer is required to provide the following information. Please include the minimum requirements for the
computer hardware environments in which the proposed software will run (server and workstation). This
should include the supported operating system(s) and database system(s) as well.
End-User Requirements
Microsoft Windows Workstation Requirements
Component Requirement [1]
Workstation Microsoft Windows Certified PC (Nationally recognized brand)
Processor Intel Core i3 1.8 GHz minimum; Intel Core i3 2.5 GHz+ recommended
Operating System Windows 10 or 11 (64-bit)
Memory 6GB RAM minimum; 12GB recommended
Disk Space 500 MB
Screen Resolution General: 1280 x 800 minimum, 1920 x 1080 recommended
Productivity
Software
Microsoft Office 2013, 2016, 2019
Microsoft Office 365 (requires desktop client)
[1] Meeting the minimum PC requirements will ensure the Tyler applications will operate but will not guarantee performance. All
performance and benchmark testing are done with PC’s that meet (or exceed) the recommended hardware configuration.
Browser Compatibility
Browser [1] Application Support
Google Chrome Recommended.
Microsoft Edge Supported.
Mozilla Firefox Supported with Enterprise ERP, Enterprise Permitting & Licensing, and all Community
Access solutions.
[1] Tyler only actively validates the latest version.
Apple macOS Workstation Requirements
Component Requirement [1]
Operating System macOS 10.15 or later
Processor Intel Core i3 1.8 GHz minimum; Intel Core i3 2.5 GHz+ recommended
Memory 6GB RAM minimum; 12GB recommended
Disk Space 500 MB
Screen Resolution General: 1280 x 800 minimum, 1920 x 1080 recommended
Productivity
Software
Microsoft Office for Mac 2019, 2021, or Microsoft 365 (requires desktop client)
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[1] Meeting the minimum PC requirements will ensure the Tyler applications will operate but will not guarantee performance. All
performance and benchmark testing are done with PC’s that meet (or exceed) the recommended hardware configuration.
Browser Compatibility
Browser Application Support
Apple Safari 12 Supported with Time & Attendance, Enterprise ERP, Enterprise Permitting & Licensing,
and Access applications.
Mozilla Firefox
(latest version)
Supported with Enterprise ERP, Enterprise Permitting & Licensing, and all Access
applications.
macOS Limitations
Some Tyler applications or select application functionality are not supported on macOS. This functionality can
be obtained using alternative solutions such as RDS to a Windows environment or “Windows on Mac”
virtualization solutions such as Parallels Desktop for Mac and VMware Fusion.
Enterprise ERP / Enterprise Asset Management
Enterprise ERP and Enterprise Asset Management are fully supported on macOS with the following
exceptions:
• One of many reporting resources included with several Tyler solutions are OLAP cubes. Microsoft
Office for Mac does not support connections to SQL OLAP cubes.
• Microsoft SQL Server Reporting Services reports cannot be created or modified.
Tyler Content Manager
Advanced Tyler Content Manager functionality such as batch document scanning is not supported on macOS.
Mobile Device Support
Tyler offers many mobile options to access select Tyler applications and functions from a mobile and/or
touch-enabled device.
Application Any Device Android iOS Windows
Tyler Application Suites Web App Web App Web App Web App
Code Enforcement Mobile -- -- App --
Employee, Resident, & Vendor Access Mobile Web Mobile Web Mobile Web Mobile Web
Field Inspector Mobile -- -- App App
Field Sheet Mobile -- App App App
Field Surveyor Mobile -- App App --
Inspections Mobile [†] -- -- App App
Enterprise Service Request Access & My Civic Mobile Web App App Mobile Web
Time & Attendance Mobile Mobile Web Mobile Web Mobile Web Mobile Web
Workflow Mobile Email App App App
App: Native mobile app available for download from respective app store.
Mobile Web: Mobile optimized or responsive web site. Not all devices validated.
Web App: HTML applications only. Not all devices validated. Not all web applications optimized for mobile devices / smaller screens.
Some applications may require remote access configuration by client.
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Email: Enterprise ERP and Enterprise Asset Management Workflow can send emails with actionable links to process workflow from
any device.
[†]: iOS recommended for broader feature set. Contact sales or implementation representative for more details.
Peripherals
Printers
Most application output can be printed to any printer accessible from an end-user’s device. Tyler
recommends laser printers for universal compatibility for all applications. Workgroup class laser printers are
required for select print jobs.
Printer Type Reports Forms Additional Notes
HP or HP Compatible Laser Printer Yes Yes PCL 5 or above
Forms Output Management Printer Requirements
Tyler’s Forms output management solution merges your application data with electronic form design
templates. The results can be printed to your existing network printers, regardless of where the hardware is
physically located in addition to automatically emailing, faxing, and archiving this output to Content Manager.
Forms offers several libraries of form templates that are tailored to work specifically with your Tyler
applications.
The following technical specifications must be met for all printers used with Forms.
• PCL 5e/6 Personality or Language Installed
• Automatic duplexing included and enabled
• Minimum memory - 1024MB
• Minimum of 80 internal TrueType scalable fonts
• Minimum of 2 full input trays (manual feed tray not usable)
• Accommodates letter and legal-size paper stock
• Printers must have the latest firmware updates installed
Check Printers
The following technical specifications must also be met for check printing with Forms Output Management.
• HP brand black/white laser jet networked printer with static IP address
• High speed USB port
• 80 HP font set
• MICR toner cartridge
Note: Tyler does not support HP printers that have been modified with TROY brand or any other 3rd party
MICR security features for check printing.
Other (Non-Check) Forms Printers
Some non-check form designs require duplexing capabilities.
Enterprise ERP is designed for and guaranteed to work with approved HP black and white laser jet printers
meeting the minimum requirements. For non-check forms, Tyler will make every effort to print to other
networked printers if they meet the technical requirements. While Tyler routinely and successfully prints
other forms to many brands of laser printers, if we are unable to print to a printer on your site, clients may be
required to provide an alternate printer.
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Scanners
Content Manager supports two methods of batch scanning documents. Documents can be scanned to a file
system (e.g., network share), then batch imported into Content Manager. Any scanner capable of scanning
from a file system can be used with this method.
Content Manager also supports direct scanning using a scanner attached to a workstation. This method
should be supported with most TWAIN compliant scanner. Tyler has certified the following scanners for full
functionality.
Scanner Brand Scanner Model
Canon P-215II
DR-C225
DR-230
DR-C240
DR-M260
DR-M160ii
DR-G2110
DR-G1100
DR-G2140
DR-G2090
DR-G1130
Fujitsu 7030
7160
7260
7180
7280
6670
6770
6800
5950
Konica Minolta Bizhub C658
Panasonic KV-S1015C
KV-S1026C
KV-S1027C
KV-S1057C*
KV-N1028X
KV-N1058X
KV-S2087
KV-S5046H
KV-S5076H
KV-S7075C
KV-S7097
* macOS compatible
Barcode Label Printer for Invoice Batch Scanning
Batch Invoicing using Content Manager requires a desktop bar code label printer for each workstation that
enters invoices. At the time of invoice entry, a placeholder document is created in Content Manager and the
printer prints a barcode label that’s affixed to each invoice. When batch scanning / importing to Content
Manager, the barcode is used to automatically link the invoice to the respective application record.
Any label printer capable of printing multi-page PDF images is supported.
Time Collection Devices for Time & Attendance (Time Clocks)
Collecting time entries is a key component to the system and incorporating the ability to manage time around
specific criteria and policies for departments that are in operation seasonally, Monday through Friday or
24x7/365 is the key for a client-wide enterprise system.
Time & Attendance online devices can be configured to identify the employee by reading Proximity, Magnetic
Stripe, Barcode and/or Biometric (fingerprints). They are equipped with a keypad so simple entry of a badge
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number is also an option for identification. They require an electrical outlet (POE is also an option) and
Ethernet connection (to be provided by the customer). Devices allow employees to clock in/out, salaried
check-in (attendance), quick punch, view hours, view benefit accruals, approve timesheet, request time off
and some job costing.
Time & Attendance also supports two-factor authentication technology. When enabled the user will be
required to provide two different types of authentication to log into the device. These can be any
combination of keypad, biometric, or badge swipe entry.
Time & Attendance also supports an off-line clock that can be used in remote locations where internet and/or
network connectivity is not an option. These devices will capture employee in/out times and store the entries
until it is connected to the network so all entries can be passed to Time & Attendance Software and populate
the appropriate employee timesheet.
For clients currently utilizing proximity, magnetic stripe, or barcode badge(s), we recommend a sample badge
be supplied to Tyler for testing to confirm compatibility. If clients are interested in purchasing new badges to
use with the time collection devices, Tyler recommends one of the following badge types:
• Proximity – HID 26 bit
• Magnetic Stripe – Track 1 or 2
• Barcode – 3of 9, code 39
Clients may purchase badges directly from a vendor of their choice. For pricing and product information, we
recommend the following source: IDWholesaler: www.idwholesaler.com
Fingerprint readers or keypad code entry devices are also supported and can eliminate the need for a badge.
Fingerprint readers add an additional layer of accountability and can be an ideal way to ensure employee time
entry and eliminate buddy punching.
Cashiering Rev.20210629
The following of equipment is supported with Cashiering, Tyler’s point-of-sale solution.
Receipt Printers
Device Part Number Estimated
Price * Interface Printing Check Processing
Notes Method Endorse Validate MICR Image
TM-S9000ii A41CG59021 $1600 USB Thermal Yes Yes Yes Yes Credit card swipe reader is not
supported
TM-
H6000v C31CG62032 $630 USB Thermal Yes Yes Yes No Requires USB Cable CTG-28102 -
MSRP $4.99 each
Barcode Scanners
Device Part Number Estimated
Price * Interface Scanning Notes
Bar Code OCR
Honeywell
1950
1950GSR-2-
N $330 USB Yes Yes Stand available for $25. 1950GSR-2-N requires 3M type A USB Straight
Cable CBL-500-300-S00 – MSRP $22.26 each
Secured Credit Card Reader Devices for
Tyler Payments, OpenEdge, BridgePay, & Persolvent
Device Part Number Estimated
Price * Interface EMV Support Notes
Ingenico
Lane 3000 Lane 3000 $450 Ethernet Yes Supported with Tyler, OpenEdge or BridgePay only.
Must be acquired through Tyler, OpenEdge or BridgePay (JR’s POS Depot)
to be properly encrypted. Lease options available with Tyler. Ingenico
Lane 5000 Lane 5000 $550 Ethernet Yes
Castles
Technology MP200 $200 Ethernet Yes Supported with Persolvent only.
Must be acquired through Persolvent to be properly encrypted.
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Digital Readout Pole Display
Device Part Number Estimated
Price * Interface Notes
Logic
Controls
LD9900U LD9900UP $255 USB
Cash Drawer
Device Part Number Estimated
Price * Interface Notes
APG Series
100
APG-
T320BL16195 $230 MULTIPRO Cable CD-101A
APG Series
100
APG-T554A-
BL1616 $260 USB APG-T320-BL1616 requires CD-101A Printer Cable for Epson TM series Printer – MSRP $9.00 each
APG Series
100 EVO-CD-USB $50 USB Adapter to convert MULTIPRO connector to USB
* Actual price may vary.
Ref: SaaS
Identify the communication protocols and networking requirements that are required for implementation
and operation of the proposed system.
Bandwidth Requirements
Bandwidth usage can vary depending on application user type and daily functions; however, Tyler
recommends 30 Kbps per concurrent user session for bandwidth utilization estimates
Application Authentication
Identity Workforce is a zero-trust, cloud Identity-as-a-Service (IDaaS) solution for Tyler’s back-office
applications. Built on Okta, the industry leader in identity management, Identity Workforce enables secure,
cloud-based authentication for all users, regardless of location, device, or network.
Identity Workforce supports federation with industry standard identity providers (IdP’s) providing clients with
seamless, single sign-on across all Tyler back-office solutions. This also enables clients to use their own login
and password policies, including the use of multifactor authentication for enhanced identity verification. The
Tyler Identity User Store can be used to create and manage accounts that do not exist in the client’s IdP, such
as contractors or seasonal staff, or clients without a supported IdP.
The following identity providers (IdP's) are currently supported for use with Identity Workforce: Microsoft
Active Directory through Azure AD, ADFS or Okta AD agent, Google Cloud Identity, Identity Automation
RapidIdentity, and Okta. Support for additional IdP's may require additional costs, available upon request.
Identity Community is Tyler’s authentication framework for community users external to an organization,
such as vendors, businesses, and residents. Identity Community supports self-service account creation and
management using an email or social identity providers, such as Google, Apple, Microsoft, and Facebook.
End-users can optionally enable multifactor authentication through any of these options.
Email Server Integration
An SMTP / IMAP email server is required for sending application notifications.
Identify the development tools and methodology used by Proposer in designing, developing, maintaining,
and enhancing the application system.
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Tyler uses industry leading development tools and principles for our solutions. This provides Tyler clients with
a business application infrastructure that enables the rapid and cost-effective creation of highly responsive
enterprise-class software that’s continually enhanced over time.
Tyler’s commitment to keeping our solutions up to date with the latest technological advances and providing
most of those advances as part of our standard support agreement allows our clients to extend the benefits
of their investment over a much longer term than with most software. In fact, most Tyler clients are running a
state-of-the-art, public sector solutions that they purchased 10, 15, or 20+ years ago, which now includes
features and functions that weren’t imaginable when they originally purchased the system.
Our clients benefit from a solution that is technologically innovative, and we’re committed to keeping it that
way. We invest significantly in research and development, and have a team dedicated to ensuring our
solutions meet or exceed public sector requirements. Consequently, clients receive a product that continually
meets their changing needs. Our research team monitors emerging trends and technologies that may impact
or benefit our clients.
Tyler solutions work because of the unique combination of Tyler’s public sector expertise and because our
solutions give clients the flexibility to choose options that best match the skills of their staff today and
tomorrow. Our reliable, pioneering, and easy-to-use public sector solutions keep Tyler clients at the forefront.
The public sector is not just another vertical market for us—it’s our only market—and we’re dedicated to
being a dominant presence. This commitment has allowed us to build an unmatched combination of
technological and domain expertise.
1. What hardware platform(s) does
Vendor’s proposed application software
currently operate on?
Tyler solutions are cloud-based running on AWS, the
world’s most comprehensive and broadly adopted
cloud platform.
2. What operating system does Vendor’s
proposed application software currently
operate on?
Tyler provides web-based platform agnostic solutions,
offering end-users with on-the-go access securely
from virtually anywhere. Responsive web applications
automatically orient screen layout for optimal user
experience, whether accessed from a desktop monitor
or mobile device. Tyler also offers a variety of native
mobile apps to better leverage device resources such
as GPS or camera; and integrated store-and-forward
functionality allow using apps without a data
connection and automatically syncs when back online.
Application architecture is multi-tiered consisting of
web, application, and database tiers. Tyler applications
are deployed on industry leading of technologies
including Microsoft Windows Server, SQL Server, and
Internet Information Services. Tyler solutions are
cloud-based running on AWS, the world’s most
comprehensive and broadly adopted cloud platform.
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3. What database environments does
Vendor’s proposed application software
currently operate on?
Tyler applications utilize the Microsoft stack of
technologies including Microsoft SQL Server database
platform. This leading RDMS leverages several core
Microsoft infrastructure components for business
intelligence, reporting, and integration.
4. Is Vendor committed to supporting the
above operating system, database and
hardware platforms for the foreseeable
future?
Yes.
5. Does the application support native
browser based deployment for
workstations? Which web servers and
browsers are supported? (IIS, IE 11, etc.)
Tyler applications are built and tested on the latest
HTML5 standards and should be compatible with any
modern browser. Tyler has validated the following
browsers:
Google Chrome: Recommended with all Tyler
solutions.
Microsoft Edge: Supported with all Tyler solutions.
Apple Safari: Supported with all Tyler solutions.
Mozilla Firefox: Supported with all Tyler solutions
except Time and Attendance.
Note: Microsoft Internet Explorer is no longer
supported by Microsoft and as such not supported
with any Tyler solution.
6. Does the system support
deployment/usage using remote access
tools (e.g. VPN)? Are there any issues
related to this type of utilization?
Tyler uses industry leading development tools for our
solutions, including HTML5, Microsoft C#, ASP.NET,
and Four Js Genero. The core application framework
is developed in Microsoft .NET and Four Js Genero
Business Development Language. These tools provide
Tyler clients with a business application infrastructure
that enables the rapid and cost-effective creation of
highly responsive enterprise-class software. The user
interface is built on an XML-based model controlled
dynamically at runtime.
Tyler uses industry leading development tools for our
enterprise solutions including: Microsoft C#, HTML5,
Objective-C and Jscript. The core application
framework is developed in Microsoft .NET. These
tools provide Tyler clients with a business application
infrastructure that enables the rapid and cost-effective
creation of highly responsible enterprise-class
software.
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Section 5 Implementation Plan
E. Implementation Plan
Proposer is to provide an implementation plan in narrative form that details how the proposed solution is to
be implemented. This implementation plan should include the following elements:
i. Project Management Approach
ii. System and Operational Procedure Development
iii. Software Installation
iv. Data Conversion Plan
v. Report Development
vi. Integrations and Interfaces
vii. Training Plan
viii. Documentation Development
ix. Estimated Timeline
Proposer should not be constrained to only include the above items in Proposer’s proposal response if
Proposer feels that they add value to the overall implementation.
1. How many fully operational installations has Proposer
completed?
State overall percentage finished before, on, or past
original client implementation goal/deadline.
Tyler has over 1,300 fully operational
installed clients on the current version of the
system software.
Local Govt. – 691
County Govt. – 284
State Govt. – 5
Other – 368
Total – 1,348
Tyler does not currently track percentage of
implementations completed before, on or
past agreed upon goal/deadline.
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2. What is the hourly rate for implementation assistance
beyond that which is included in Proposer proposal by
skill-set?
Tyler offers a range of implementation,
development and conversion services at the
following hourly rates:
Remote: $150/hr
Onsite: $175/hr
It is expected that Proposer will lead the efforts in each of the implementation areas described below unless
stated otherwise. Further details on what is to be provided as part of Proposer’s proposed implementation
plan are included in the following subsections.
5.1 Project Management Approach
Project Management Approach
Provide an overall description of Proposer’s project management approach toward this type of engagement.
5.1.1 Implementation Methodology
Tyler’s implementation process demonstrates our long-term commitment to our clients, with a methodology
tailored specifically to the public sector. Your organization benefits from the fact that we perform our own
implementations and know our software better than anyone. As a Tyler client, you receive guidance
throughout implementation from experienced Tyler professionals who have implemented Tyler products in
more than 10,000 public sector implementation projects. Tyler’s methodology is based on three vital
foundations:
• Industry experience
• A globally recognized project management approach
• In-house expertise
Tyler utilizes its depth of implementation experience, working in tandem with our clients to put our
methodology into practice. While each Project is unique, all will follow Tyler’s six-stage methodology. Each of
the six stages is comprised of multiple work packages, and each work package includes a narrative
description, objectives, tasks, inputs, outputs/deliverables, assumptions, and a responsibility matrix.
Tailored specifically for Tyler’s public sector clients, the project methodology contains Stage Acceptance
Control Points throughout each Phase to ensure adherence to scope, budget, timeline controls, effective
communications, and quality standards. Clearly defined, the project methodology repeats consistently across
Phases, and is scaled to meet the Client’s complexity and organizational needs.
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The methodology adapts to both single-phase and multiple-phase projects. To achieve Project success, it is
imperative that both the City of Twin Falls and Tyler commit to including the necessary leadership and
governance. During each stage of the Project, it is expected that the City of Twin Falls and Tyler Project teams
work collaboratively to complete tasks. An underlying principle of Tyler’s Implementation process is to
employ an iterative model where City of Twin Falls business processes are assessed, configured, validated,
and refined cyclically in line with the project budget. This approach is used in multiple stages and work
packages as illustrated in the graphic below.
The delivery approach is systematic, which reduces variability and mitigates risks to ensure project success. As
illustrated, some stages, along with work packages and tasks, are intended to be overlapping by nature to,
efficiently and effectively complete the Project.
5.1.1.1 Work Breakdown Structure
The Work Breakdown Structure (WBS) is a hierarchical representation of a project or phase broken down into
smaller, more manageable components. The top-level components are called “stages” and the second level
components are called “work packages”. The work packages, shown below each stage, contain the high-level
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work to be done. The detailed project schedule, developed during project/phase planning and finalized during
subsequent stages, lists the tasks to be completed within each work package. Each stage ends with a “control
point”, confirming the work performed during that stage of the Project has been accepted by the City of Twin
Falls.
5.1.2 Project Management
Our approach to project governance has been continuously improved during Tyler’s more than 40+ years of
experience implementing software exclusively with public sector clients. No one knows the system better
than Tyler staff. That’s exactly why we don’t contract third parties to do our implementation for us. We do it
best. Project managers will be assigned to each phase of your project in order to staff the project with subject
matter experts during each part of the project. Our staff consists of seasoned professionals with unique and
proprietary skills and years of experience, focused into dedicated departments.
5.1.2.1 Project Communication
Tyler understands the importance of having current, accurate, easily accessible during an implementation
project. As part of implementation, each new Tyler client will be provided a project portal. The purpose of this
site is to furnish the project teams with a central location to plan, store and access pertinent documentation
and information relating to your Implementation project.
This site will be jointly maintained by the project teams for the duration of the implementation. Once the
client has gone live, the portal will be maintained by Tyler’s client services team for the first year of live
processing.
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5.1.2.2 Management and Scope
The Tyler project manager (PM) and implementation teams will communicate regularly with your project
team. All implementation deliverables generate reports which contain detailed assessments of task
completion, staff participation and material absorption. The Tyler PM(s) will evaluate and measure the report
results, communicating the gaps and adjusting the plan accordingly. Should issues arise during the project,
there are several escalation paths that can be used laid out in the communication plan.
5.2 System and Operational Procedure Development
System and Operational Procedure Development
Proposer is expected to work with City in developing technical support and technical operational procedures
to support the system.
Tyler’s implementation methodology places a strong emphasis on analysis of current processes, the adoption
of best business practices, and tailoring processes to meet the unique needs of our clients. Tyler’s
implementation approach includes detailed process analysis and solution orientation prior to preparing and
configuring the system.
During the Assess & Define stage, a thorough current/future state analysis is conducted to gather business
process information. The objective of the analysis sessions and solution orientation is to translate the current
practices into an improved future business process using Tyler products that match your desired processes
and goals. The resulting configuration is vetted through solution validation prior to go-live readiness.
5.3 Software Installation
Software Installation
Proposer is expected to specify, furnish, deliver, install and support all system software.
Tyler’s industry leading technologies and features are continually enhanced through perpetual upgrades as
part of our Evergreen Philosophy. Clients are provided with the flexibility to choose what and when
application updates are applied as defined by Tyler’s Release Life Cycle Policy.
Application release upgrades are installed by Tyler’s Systems Management support services at the request of
the client. Most Tyler applications also include incremental software corrections between release upgrades.
These updates are automatically deployed to non-production environments before automatically deployed to
production. Release upgrades and update packages are cumulative, allowing to upgrade directly to latest
release regardless of the version upgraded from.
Applications upgrades are performed during off hours but are typically unavailable to end-users during
upgrade process. This duration varies on several factors including update type, number of updates, and
application database size.
Tyler provides a dedicated Test environment for most application deployments. This environment is solely
intended to install new updates for clients to familiarize themselves with new features and enhancements
prior to installing to the Production environment.
5.4 Data Conversion Plan
Data Conversion Plan
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Proposer is expected to perform electronic and manual conversion of data to the new system, including
overall data conversion coordination, definition of file layouts, and data import and validation into the new
system. It is anticipated that the information specified under “Data Conversion” (p. 17) of this RFP will be
converted to the new system. Please provide details regarding whether Proposer has previous experience
converting from an existing SQL database.
The data conversion process can be the most time-critical element of your project plan. Tyler develops crucial
steps in our implementation process to support a successful data conversions plan. Our data experts conduct
hundreds of data conversions every year mapping legacy data through custom written programs, including
having completed over 30 separate client data conversions from Springbrook legacy data.
The purpose of this task is to transition the City of Twin Falls’ data from your source (“legacy”) system(s) to
the Tyler system(s). The data will need to be mapped from the legacy system into the new Tyler system
format. A well-executed data conversion is key to a successful cutover to the new system(s).
With guidance from Tyler, the City of Twin Falls will review specific data elements within the system and
identify and/or report discrepancies. Iteratively, Tyler will collaborate with the City of Twin Falls to address
conversion discrepancies. This process will allow for clean, reconciled data to transfer from the source
system(s) to the Tyler system(s).
5.4.1 Data Conversion Standards & Responsibilities
While Tyler’s data experts have extensive experience with data mining, conversion, and migration, it is your
responsibility to provide Tyler with readable conversion data and to review the converted data for accuracy
and completeness. Tyler recommends that you conduct due diligence to ensure that your team delivers clean
data, to make data validation efforts seamless resulting in a high-quality migration.
5.5 Report Development
Report Development
It is expected that the system will provide the ability for end-user querying and reporting to be performed
without impacting the performance of the transactional system. It is also expected that the system will
provide the ability to upload and download information ensuring integrity of uploaded information. Proposer
is expected to provide assistance to City staff in the development of needed reports, via technical training on
the tools used for report development, database schemas and architecture, etcetera.
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Users can easily create reports of their current dataset from Tyler applications to a variety of output formats
(print, PDF, Word, Excel). An integrated “query wizard” can be used to guide users through the selection
process to create complex queries. These queries can be saved for future and even shared with fellow users
to access pre-defined searches quickly and easily at moment’s notice. Leveraging the integrated Application
Scheduler, reports can also be scheduled to automate delivery and printing.
Tyler’s Analytics and Reporting includes several tools to help clients improve data management, analysis,
information sharing, and delivery. Dashboards and Central applications provide immediate, out-of-the-box
views of key information that can be configured by user based on role and preference. Robust Microsoft
Office integration provides seamless data exports to familiar Office formats for further analysis.
Tyler Hub provides a centralized starting point for accessing, analyzing, and aggregating data from the full
breadth of Tyler applications. Tyler Hub offers a variety of configurable and extensible card components that
allow the end user to visualize metric and KPIs. Users can access to out-of-the-box pages and cards
customized to their needs. Tyler Hub combines the power of multiple dashboards into a single viewpoint for
centralized and consistent search, analysis, and monitoring for various Tyler and non-Tyler products
simultaneously.
Support for industry-leading business intelligence and ad hoc reporting tools offer even further flexibility and
customization while still using existing application permissions. Tyler’s database cubes, built on Microsoft SQL
Server Analysis Services, allowing users to make better business decisions by easily viewing comparisons,
patterns, and trends with Microsoft Excel PivotTable and PivotChart reports. Included with Tyler SaaS
solutions is a hosted SQL Server Reporting Services (SSRS) environment for third-party ad-hoc reporting to
create, manage, and setup subscriptions to complex, interactive reports and deliver them in a variety of
formats.
Tyler simplifies the development of the Annual Comprehensive Financial Report (ACFR) with ACFR Statement
Builder. Create and audit ACFR statements and schedules, streamlining the process from year to year.
Additionally, Tyler employs a dedicated Enterprise ERP State Reporting team responsible for ensuring clients
maintain compliance with state and federal reporting mandates.
Built on Tyler Technologies’ Data & Insights ™ data analytics platform, ERP Executive Insights enables finance
directors, mayors, city managers, superintendents, and department lead to easily understand and monitor
the health, performance, and service level of their organization. Delivering a turnkey analytical environment
populated with industry recognized KPIs and leading indicators, ERP Executive Insights is automatically
updated and tightly integrated with Enterprise ERP®.
Tyler Finance Insights provides unparalleled data access and analysis tools to help public sector entities
implement principles of transparency, participation, and collaboration. Finance Insights organizes your Tyler
ERP financial data into a highly consumable, interactive, contextualized visual interface to meet the public’s
need to understand government finances. This allows agencies to effectively and powerfully communicate
how tax dollars are being collected and spent.
5.6 Training Plan
Training Plan
Proposer will provide scheduled initial implementation training including measurable goals.
Everyone’s learning style is different. That’s why Tyler offers several training formats to accommodate our
diverse clients’ needs. Training by Tyler staff provides hands-on learning in your own labs. Your resources
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receive consultative knowledge transfer sessions that are a combination of lecture and hands-on education,
using your organization’s own data.
A mutually developed education plan lays out the process of transferring knowledge between you and Tyler.
The purpose of the education plan is to:
• Communicate the process to stakeholders and functional leaders
• Answer specific questions (where classrooms will be established, what database environment will be
utilized, etc.)
• Establish action items and link project personnel as owners
• Define measurement criteria to ensure the plan has been successfully followed
Your organization is set up for success with Tyler’s train the trainer approach to training and education plan
developed over years of industry experience.
5.6.1 Scheduling and Attendance
Tyler prefers a classroom and curriculum approach for training to ensure knowledge transfer,
comprehension, and retention. A successful user training session is in a classroom environment with a
computer for each user, whiteboard, printer in the room or nearby, and one computer connected to a
projector.
Class size should be limited to twelve (12) users in attendance to the training is critical to gain hands-on
experience with the system.
5.6.2 Responsibilities
Tyler knows the value of being prepared for the use of our software in production. Our goal is to partner with
you and lend our expertise based on experience, in order to allow your resources to be successful at go-live.
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Both teams collaborate on all aspects of training, discussed, and documented during the planning stage of the
project. The expectation is for Tyler to provide one or more occurrence of each scheduled training. You will
be responsible for the logistics of the training by completing such tasks as scheduling resources and ensuring
facilities are available. These sessions are to be attended by your key staff members (i.e. functional leads and
power users) so that they can then disseminate the information they learn to others in your organization if or
when necessary.
5.7 Documentation Development
Documentation Development
It is desired to have the selected Proposer take the lead on development of end-user and technical training
material. Proposer is expected to provide user manuals in digital format for use by City as part of the initial
training and on-going operational support.
Enterprise ERP applications include context-sensitive online help that provides field-level and procedural
information to assist your resources in completing program tasks. When you are in a program and open help,
the program displays a help screen generally consisting of an overview of the program or the selected
program screen, procedures for completing the tasks within the program, and descriptions of the fields on
the screen. The online help also includes a table of contents, from which you can select help for other
programs within a product, review release notes, and access related resources.
Help links to client resources and knowledge articles allowing for immediate access to additional information
and resources directly from the help screen, as well as to Enterprise ERP Technical Support, for ease in
requesting assistance from an Enterprise ERP expert. Online help is not customizable to clients.
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Tyler incorporates computer-based training into our Training and
Knowledge Transfer. Tyler Coach delivers prerequisite and baseline
information to all project participants. This approach allows Tyler’s
Implementation Consultants to focus on more complex subjects and
to focus on ensuring that all participants are moving along at the same
pace. Tyler Coach is included for all clients at no additional charge.
What makes Tyler Coach so invaluable in the learning process is that it
overlays your Production, Train, and Test databases. This means that
the coursework is using your actual data that is specific to the user’s
work. In addition, it does not require user management, usernames,
or passwords since the classes are taken directly from the programs
and the associated user permissions are already applied. Tyler U also
submits a weekly report on classes taken and provides the information
directly so an assessment can be performed as to the level of study
and difficulty that is ongoing.
Tyler Hub is a powerful platform that can improve the efficiency of all Enterprise ERP users. By connecting
powerful and diverse data sources, Tyler Hub enables you to monitor key processes, quickly execute routine
tasks and eliminate time-consuming data searches. Tyler Hub is built on a series of preconfigured cards
designed to visualize standard sets of data for various job functions and tasks. Select from the sets of cards —
or content packs — for accounts payable, asset management, payroll, utility billing, human resources,
purchasing, inventory, and more. Users have the option to adjust the data as needed and specify how it is
presented — or simply to use the cards as they are.
A Hub page can be assembled to focus on a specific process such as hiring or benefit tasks or can be
configured to reach across Enterprise ERP solutions to combine cards from Utility Billing, Accounts Receivable,
and the General Ledger. A page can combine data
analytics, reporting, and task functions, and users can add
modify and add pages to their platform stack as their job
functions evolve. Real-time data analytics and active links
give Hub users an advantage. Instead of taking the time to
open multiple programs to find data, Hub centralizes the
data you need and makes it instantly accessible — quickly
click online items to access transactional details, locate a
site on a map, approve or reject a transaction, or other
action. By having everything visible and accessible, Hub
users have more time to analyze their data rather than
searching for it.
Finally, Tyler also maintains a complete set of documentation that is available to all users through our client
resources, including our knowledge articles with our knowledge centered service focus. Our client resources
provide users with a single, easily accessible location to find all existing documentation on the Tyler
product(s). Included are procedure documents, file layouts, user guides, installation manuals, setup
documents, system administrator documents, data schemas, training exercises and much more.
Tyler does not provide custom documentation to our clients as part of the traditional implementation
process. Custom documentation is available through our Business Process Consulting offering. If you would
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like more information about this service, please ask your Sales Account Executive. However, Tyler’s
implementation methodology supports the creation of custom documentation by your project team
members as a training method and tool, which helps to reinforce the transfer of knowledge to resources
during all phases of the project.
5.8 Estimated Timeline
Estimated Timeline
It is requested that an estimated timeline of implementation be included in the Proposal that the Proposer
could commit to which would fully encompass the scope of the project. Please use an estimated project kick-
off date of October 2, 2024.
5.8.1 Project Planning
Project Planning is an important piece of any implementation. Tyler takes a custom approach to every project
we lead. The project schedule is developed collaboratively with both project teams in order to meet your
needs, while keeping in mind Tyler’s guidelines for implementation. Periodic project meetings will be
scheduled where changes in scope, project length, or cost will be reviewed.
Tyler is open to discussing the project schedule in more detail and working out a mutually agreed upon plan
that considers all project risks, requests, and resource constraints.
Tyler recommends a phased implementation approach, staggering start, and live dates for each phase of the
project. Live dates will be targets but should not place unnecessary constraints on the project. The following
schedule takes into consideration the City of Twin Falls goals and Tyler’s recommended approach, and
assumes the product will be used as is, without additional go-live customizations.
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Section 6 Staffing Plan
F. Staffing Plan
Proposer must detail the type and amount of implementation support to be provided (e.g., number of
personnel, level of personnel, time commitment, etc.).
An overall estimate staffing plan for the project including identification of City’s resources needed during the
course of the implementation in terms of hours or full-time equivalents may also be included.
6.1 Roles and Responsibilities
The following defines the roles and responsibilities of each Project resource for the City and Tyler. Roles and
responsibilities may not follow the organizational chart or position descriptions at the City, but are roles
defined within the Project. It is common for individual resources on both the Tyler and City project teams to
fill multiple roles. Similarly, it is common for some roles to be filled by multiple people.
6.1.1 Tyler Roles & Responsibilities
Tyler assigns project managers prior to the start of each phase of the project. The project manager assigns
other Tyler resources as the schedule develops. One person may fill multiple project roles.
6.1.1.1 Tyler Executive Sponsor
Tyler executive management has indirect involvement with the project and is part of the Tyler escalation
process, helping to facilitate implementation project tasks and decisions if needed.
6.1.1.2 Tyler Implementation Manager
Tyler implementation management is consulted on issues and outstanding decisions critical to the project
only if needed.
6.1.1.3 Tyler Project Manager
The Tyler project manager(s) provides oversight of the project, coordination of Tyler resources between
departments, management of the project budget and schedule, effective risk, and issue management, and is
the primary point of contact for all Project related items. As requested by the City, the Tyler Project Manager
provides regular updates to the City Steering Committee and other Tyler governance members. Tyler Project
Manager’s role includes responsibilities in contract, implementation, and resource management and
planning.
6.1.1.4 Tyler Implementation Consultant
Document activities for services performed by Tyler. They help guide the City through software validation
process following configuration and facilitate training sessions. ICs also assist during go live processing.
6.1.1.5 Tyler Sales
Supports Sales to Implementation knowledge transfer during stage 1- initiate and plan- and provides
historical information, as needed, throughout implementation.
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6.1.1.6 Tyler Technical Services
Maintains Tyler infrastructure requirements and design document(s) and are involved in system
infrastructure planning/review(s). They deploy Tyler products.
6.1.2 The City Roles & Responsibilities
City resources will be assigned prior to the start of each phase of the project. One person may be assigned to
multiple project roles.
6.1.2.1 The City Executive Sponsor
The City executive sponsor provides support to the project by providing strategic direction and
communicating key issues about the project and its overall importance to the organization. When called
upon, the executive sponsor also acts as the final authority on all escalated project issues. The executive
sponsor engages in the Project, as needed, to provide necessary support, oversight, guidance, and escalation,
but does not participate in day-to-day Project activities. The executive sponsor empowers the City steering
committee, project manager(s), and functional leads to make critical business decisions for the City.
6.1.2.2 The City Steering Committee
The City steering committee understands and supports the cultural change necessary for the project and
fosters an appreciation for the project’s value throughout the organization. The steering committee oversees
the City project manager and project as a whole through participation in regular internal meetings. The City
steering committee also serves as primary level of issue resolution for the project.
6.1.2.3 The City Project Manager (PM)
The City shall assign PM(s) prior to the start of this project with overall responsibility and authority to make
decisions related to project scope, scheduling, and task assignment. The City PM should communicate
decisions and commitments to the Tyler PM(s) in a timely and efficient manner. When the City project
manager(s) do not have the knowledge or authority to make decisions, the necessary resources are engaged
to participate in discussions and make decisions in a timely fashion to avoid project delays. The City PM(s) are
responsible for reporting to City steering committee and determining appropriate escalation points.
The City PM acts as primary point of contact for all contract and invoicing questions; and collaborates on and
approves change requests, if needed, to ensure proper scope and budgetary compliance. The City PM also
handles all site resource management items. The City PM collaborates with Tyler PM(s) to plan and/or
establish:
• project timelines to achieve on-time implementation
• process and approval matrix to ensure that scope changes and budget are transparent and handled
effectively and efficiently
• risk and issue tracking and reporting process between the City and Tyler and takes all necessary steps
to proactively mitigate these items
• key business drivers and success indicators that will help to govern project activities and key decisions
• communication channels at City site to aid in the understanding of goals, objectives, current status,
and health of the project by all team members
• requirements gathering process
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6.1.2.4 The City Functional Leads
The City functional leads make business process change decisions, communicate current processes and
procedures and desired changes during current and future state analysis. Most importantly, functional leads
act as an ambassador/champion of change for the new process and provide business process change support.
Finally, they actively participate in all aspects of the implementation.
6.1.2.5 The City Power Users
The City power users participate in project activities as required by the project team and pm(s). They act as
SMEs, as needed, attend all scheduled training sessions, validate all configuration, and provide knowledge
transfer to City staff during and after implementation.
6.1.2.6 The City End Users
City end users all scheduled training sessions and become proficient in application functions related to job
duties. They adopt and utilize changed procedures related to their job functions.
6.1.2.7 The City Technical Lead
The City technical lead(s) coordinate updates and releases, copying of source databases to training/testing
databases, adds new users/printers etc., as well as interface development for third party interfaces. They
validate that all users understand log-on process and have necessary permission for all training sessions and
develop/assist in creating reports as needed. They may also be responsible for
extracting and submitting conversion data and control reports from the City’s legacy system per the
conversion schedule set forth in the project schedule.
6.1.2.8 The City Upgrade Coordination
The City upgrade coordinator utilizes Tyler Community to stay abreast of the latest Tyler releases and
updates, as well as the latest helpful tools to manage the City’s software upgrade process. They manage
software upgrade activities post-implementation.
6.1.2.9 The City Change Management Lead
The City change management lead validates that users receive timely and thorough communication regarding
process changes and provides coaching to supervisors to prepare them to support users through the project
changes.
6.2 Project Resources
Tyler groups your team and Tyler resources based on their functional role within the project. This allows for
easier staffing and communication within and between project teams. Please reference the project resource
roles graphic below for a summary of responsibilities for each role. Our project approach is based on our
experience and knowledge from working exclusively with public sector clients.
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6.2.1 Project Staffing Levels
The below chart shows the estimated full-time employees (FTEs) associated with each role. Within each
phase time will vary from one stage of the project to another (e.g. functional leads are more involved in the
early analysis and planning, whereas power users are more involved later in the project).
6.2.1.1 City of Twin Falls Project Team Hours
Twin Falls, ID Project Team
% Full Time Employment
Phase 1 Phase 2 Phase 3
Project Manager 0.55 0.55 0.55
Technical Lead* 0.11 0.11 0.11
Functional Leads 0.39 0.18 0.22
Power Users 0.49 0.22 0.27
Conversion Lead** 0.18 0.25 0.14
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*Assumes SaaS/TSM
** Will vary site by site due to conversion volume
Tyler Hours
Tyler Project Team
% Full Time Employment
Phase 1 Phase 2 Phase 3
Project Manager 0.13 0.13 0.13
Technical Services* 0.10 0.11 0.11
Implementation Consultant 0.42 0.19 0.24
Data Expert 0.09 0.12 0.07
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Section 7 On-Going Support and Maintenance
G. On-Going Support and Maintenance
Proposer must specify the nature, costs and conditions of any post-implementation support options
including:
i. On-site support.
ii. Telephone support - Include the minimum response time provided as part of the basic support
agreement and average response time for the past twelve (12) months.
iii. Remote online support.
iv. Hardware and database.
iv. Escalation options and procedures.
Identify the party or business unit that is responsible for the support options provided above. Additionally, it
is requested that Proposer submit their Help Desk “prioritization” of support calls and their call “escalation
procedures.”
1. Does Proposer have an annual User Conference? Yes
2. Does Proposer have a telephone support line? Yes
3. What hours is support available? (In MST/MDT) time) 6AM – 7PM MST for
Financials/HR/Payroll; 6AM-6PM
MST Utility Billing
4. What is Proposer’s average response time (minutes) for a
telephone response to a service call?
Tyler’s client services team does
their best to assist customers and
resolve cases as quickly as
possible. Tyler does not guarantee
our response time; however, client
supports’ goal is to return all calls
within one business hour.
Our response times for the past
year were a minimum response of
zero minutes, a maximum
response time of 24 hours (i.e.,
next business day). Our average
response time was 88 minutes,
and our median response time was
27 minutes.
5. What is Proposer’s guaranteed maximum response time
(minutes)?
Tyler does not guarantee our
response time; however, client
supports’ goal is to return all calls
within one business hour.
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7.1 Tyler Technical Support
Our mission is to deliver superior service by providing a timely response, issue resolution and operational
support, resulting in a high-level of client satisfaction. Unlike some companies who outsource their
application support to a third party, Tyler offers a complete solution of customer support services provided by
our in-house experts.
Transparency is important, that’s why every support incident is logged into Tyler’s Customer Relationship
Management System and given a unique incident number. This system tracks the history of each incident,
and each incident is assigned a priority number, which corresponds to your needs and deadlines. Clients can
track the progress of these incidents online using Tyler’s support portal.
Tyler provides online and continuing education resources for our clients, including but not limited to the
following resources.
• Tyler Search – an online query tool that provides answers for your questions by culling through all
Tyler’s online resources
using Knowledge
Centered Service
• Tyler Knowledgebase- a
documentation library in
a single, easily accessible
location
• Tyler Community – Tyler’s
online forum available
24/7
• Tyler Coach- Tyler’s e-
learning solution to
enhance support and
training of your
employees using your
data
• Tyler Release
Management Console-
Shows all release version
information, with a
summary of each release
and associated enhancements, open, closed and non-critical issues
• Online Help- context sensitive field help and procedural information to assist your team in completing
program tasks
• Answer Panel- As you begin entering your case details, Tyler Search presents results in the panel that
matches your question. Answers provided are the most relevant to your question, regardless of the
source of the information.
• MyView- MyView is a screen capture tool to give Support more information to assist clients with a
case. The recording is linked to the case and visible in the Online Support Incidents portal.
• Online Support Portal- log or manage incidents and attach documentation and screenshots
• GoToAssist & Bomgar- remote assistance from Support used to connect to your desktop
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• Phone- Tyler provides a dedicated 800 number that places no limits on who from your team may
contact Support, or the number of calls placed
• State User Groups – forums organized by Tyler staff and attended by existing clients to get the latest
information on Tyler products
• Annual Conference – Tyler Connect features online courses taught by Tyler subject matter experts
hosted in a different city each year
7.1.1 Focused by Application
Regardless of how your team contact us, we are here to help. Tyler Technical Support is divided into
application specific teams to enable product specialization and provide timely resolution of support incidents.
This application specific approach allows our Technical Support Representatives to focus on a small group of
applications offering a high level of product expertise to our clients. Customer support’s goal is to return all
requests for Support within one business hour.
7.1.2 Incident Tracking
Tyler records all your contacts and incidents in a customer relationship management system. This system
tracks the history of each incident, including the contact, time, priority level, case description,
correspondence, attached files, support recommendations, your feedback, and the resolution. The priority is
assigned to each case as it is logged based upon the initial information provided and can be modified.
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7.1.3 Case Status
Your case will go through multiple statuses as the issue is resolved.
STATUS DESCRIPTION ACTION
New/Not Started Your request has reached the support organization, and
work has not yet begun.
Open The case has been assigned to a support representative,
and work has begun on this issue.
Waiting for Customer to
Close
Resolution provided but not yet confirmed by you.
Options:
Resolution Confirmed – close case in portal
Resolution Not Confirmed – reopen case in portal
Need More Info Work cannot continue in support until you provide
additional information.
Ref to Dev The issue is referred to the appropriate product
development team
Update Available A code fix is available in an existing version update or
release
Work Ticket The issue is closed with the opportunity for future change
or enhancement not yet scoped.
7.1.4 Critical Issues
If you are experiencing a severe work stoppage that requires immediate resolution, you can log a critical case
through the portal, or you can call Tyler’s toll-free number (800.772.2260). If all technicians are on the line
assisting other clients, you can press “0” to be redirected to the operator to page the team.
7.1.5 Following Up on Open Cases
You can monitor the status of an open issue in Tyler’s online support incidents. In the portal, you can review
support’s last action on the case and enter new information to share with support. You can request an update
by entering a note on the case in the portal, or by calling support and speaking with the assigned technician.
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7.1.6 Escalating a Support Case
If your situation or issue priority has changed, or if you feel you are not receiving the service you need, please
contact the appropriate support product manager to escalate. The manager will follow up and determine the
necessary action.
7.1.7 Software Updates & Maintenance
Tyler deploys industry leading technology and features that are continually enhanced through a process of
perpetual upgrades as part of our Evergreen Philosophy. This includes a continuous stream of significant, yet
manageable updates deployed over the life of the application with minimal disruption to our clients.
Tyler application upgrades are released quarterly. Software corrections, known as cumulative updates, are
made available for download between quarterly releases. All releases are cumulative allowing clients to
upgrade to the latest application version directly.
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Section 8 Software Updates and Distribution
H. Software Updates and Distribution
Provide information on how server and client-side software updates are received, processed and distributed
to either the server and/or client environment.
Tyler Technologies employs a comprehensive and easy-to-use Release Life-Cycle Policy for its software. The
release life-cycle policy is designed to balance clients' need for flexibility and stability, while meeting the
demands for strategic product enhancements. This policy benefits clients by providing:
• Consistent and predictable product release timelines and maturity levels
• The ability to accurately budget, plan, and schedule upgrade resources around major processing
events
• The assurance of continually operating on a fully supported release
Each application upgrade release evolves through the following phases as part of the Release Life-Cycle
Policy.
Early Adoption (EA). Release is available to select clients participating Tyler’s Early Adopter Program. This ‘real
world’ testing enables Tyler to deliver the highest quality, customer-tested releases. This phase takes place 1-
2 months prior to General Availability.
General Availability (GA). Release is available to all clients for installation and actively supported. This phase
lasts 12-15 months before a version is retired.
Product Retired (PR). Release receives minimal support services and no development activity. Clients must
upgrade to a newer release to receive future update.
Describe the delivery method of future updates and product enhancements, the frequency of upgrades and if
an accumulative patch process is an option.
Tyler’s industry leading technologies and features are continually enhanced through perpetual upgrades as
part of our Evergreen Philosophy. Clients are provided with the flexibility to choose what and when
application updates are applied as defined by Tyler’s Release Life Cycle Policy.
Application release upgrades are installed by Tyler’s Systems Management support services at the request of
the client. Most Tyler applications also include incremental software corrections between release upgrades.
These updates are automatically deployed to non-production environments before automatically deployed to
production. Release upgrades and update packages are cumulative, allowing to upgrade directly to latest
release regardless of the version upgraded from.
Applications upgrades are performed during off hours but are typically unavailable to end-users during
upgrade process. This duration varies on several factors including update type, number of updates, and
application database size.
Tyler provides a dedicated Test environment for most application deployments. This environment is solely
intended to install new updates for clients to familiarize themselves with new features and enhancements
prior to installing to the Production environment.
Also, describe how updates are incorporated with local custom modifications such that custom modifications
will not be lost when a new release of the software is applied.
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Application configuration is maintained with built in toolsets, auxiliary programs, and parameter files for each
module. This provides clients with the ability to highly customize Tyler’s solutions to their specific operations
without the need for custom programming efforts that can cause difficulty applying new releases. All
configuration changes are stored in the customer database and not affected by new releases.
Tyler maintains and supports all software source modifications with a proven release life cycle.
Describe any configuration management system that is incorporated with Proposer solution. City expects to
receive maintenance, as well as functional and technological enhancements as part of its Annual Support
Agreement.
Tyler Deploy is a self-service deployment tool enabling clients to install and upgrade Tyler solutions on their
own schedule. Powered by Octopus Deploy, the intuitive features of Tyler Deploy enable clients to easily
install cumulative updates of software enhancements and corrections with minimal impact on operations.
Clients are in control of when to deploy and update, rather than relying upon Tyler resources. Version and
status information can be easily viewed by environment and product.
Properly and securely upgrading your system is a must. Here is how Tyler Deploy gives clients more control:
• Deploy new installations, upgrades, and cumulative updates.
• Schedule updates for automated deployment.
• View a detailed history of deployments.
• View details of all products deployed, including release version, deployment date, and other
available updates.
• Review and update application configuration values such as URLs and database names.
• Add/delete users for your organization and manage their permission to deploy/configure and view.
• Use multifactor authentication for users working with your system.
Application Enhancements
Tyler maintains and supports all programmatic application modifications. Modifications typically involve
changes or additions in program functionality that affects new, desired results within applications. Interfaces
are modifications involving a program change that allows for a data interchange with another automated
system. Because an interface is a form of program modification, each can be completed via the same series of
tasks. In the following descriptions, the terms modification and interface can be used interchangeably.
As part of Tyler’s Evergreen Development Philosophy, all modifications are built into a single release stream
and then made available to all customers in subsequent releases. Enhancements and software corrections are
fully documented and available on the company website for customers to review. User groups, forums, and
direct customer feedback through Tyler’s enhancement program allow clients to influence changes and
improvements to the application.
Client enhancement requests can be submitted as either an Enhancement Suggestion or a Request for
Development Quote.
Product Enhancement Suggestions
Tyler processes client suggestions for programming changes or enhancements by forwarding the detailed
submission to the appropriate Product Development team for review. Rather than tracking and responding to
each suggestion, our product-specific Strategic Review Committees analyze suggestions throughout the year.
During this process, we work to identify patterns within suggestions and to determine areas of the product
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that may need enhancement. We typically announce planned enhancements for the upcoming release during
product-specific forums at Tyler’s annual User Conference.
Request for Development Quote
If program modifications and/or interfaces are necessary, Tyler will provide dedicated resources to ensure an
accurate and timely delivery of the desired functional changes. A Business Analyst is assigned to manage and
monitor activities such as discovery calls, definition documents, and delivery milestones. The Business Analyst
works closely with Tyler Developers and Implementers, as well as the Client, to reach the goal of a successful
modification delivery.
Provided the request is generally consistent with the current direction of the Tyler products, Tyler issues the
client a price quote for the enhancement prior to the start of the project. Once the client accepts the quote,
the work is then scheduled, completed and delivered. Most requests are billable at a minimum of three days
at $1,500 per day. This fee includes specification, spec approval, coding, code testing, code delivery, etc. All
Professional Services work is rolled into the base product and made available to all clients. Enhancement
notifications are included in release notes that accompany every release.
Implementation Enhancement Requests
Tyler will provide a quote for the required modification or request more detail, but if elevated to the contract
stage will list these modifications as optional, but with a fixed dollar quote. The reason we take this approach
is very often in the detailed analysis process that is provided in the beginning of our implementation project,
we jointly discover a more effective method of meeting your requirement that does not require a
modification. By listing these modifications as optional, we do not need to initiate a change order and you do
not have a contractual commitment for a service you did not need.
1. Will Proposer provide all periodic
enhancements to software at no
additional charge, beyond the
Annual Support Agreement? Next
major upgrade included?
Yes. Tyler deploys industry leading technology and features
that are continually enhanced through a process of perpetual
upgrades as part of our Evergreen Philosophy. This includes a
continuous stream of significant, yet manageable updates
deployed over the life of the application and are included in
your SaaS Subscription.
2. Does Proposer provide product
upgrades automatically or on
demand?
Software corrections, known as cumulative updates, are
automatically deployed between quarterly releases.
Application release upgrades are installed by Tyler’s Systems
Management support services at the request of the client
3. How does Proposer normally release
product upgrades or
enhancements?
Tyler application upgrades are released quarterly. Software
corrections, known as cumulative updates, are made available
for download between quarterly releases. All releases are
cumulative allowing clients to upgrade to the latest application
version directly.
City of Twin Falls Software Updates and Distribution
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 68
4. What is Proposer’s process in the
event an update fails to work
properly?
Tyler provides a dedicated Test environment for most
application deployments. This environment is solely intended
to install new updates for clients to familiarize themselves with
new features and enhancements prior to installing to the
Production environment. Updates deployed to production can
only be undone through a restore from the most recent
backup prior to the upgrade.
City of Twin Falls System Performance and Recovery
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 69
Section 9 System Performance and Recovery
I. System Performance and Recovery
System response time must not impede the ability for City staff to perform their required job functions using
the system. Describe system performance of the proposed solution.
Tyler Performance and Benchmark Testing
Tyler has a dedicated Performance Testing department and lab. Automated testing is performed across three
primary testing areas: performance, load, and stress testing.
• Performance Testing validates speed, scalability, and/or stability of the system. This allows Tyler to
determine current capacity of the software and ensure most performance issues are resolved prior to
software releases and updates. Performance testing also aids in determining precise hardware
requirements and configurations.
• Load Testing validates the system's performance under normal or peak workload (e.g., number of
transactions, concurrent user sessions). Testing modules are created to include common tasks that
may be run daily by clients to simulate a typical workload. All workloads are run simultaneously to
simulate client usage.
• Stress Testing validates the system's performance/behavior when pushed beyond normal/peak
workloads. In addition, hardware failures simulations are included in these tests to evaluate
bottlenecks and identify potential causes of the failure.
Tyler utilizes a variety of client footprints to represent various configurations that make up our client base.
These configurations range from consolidated environments running 1-2 modules to distributed systems
running the entire application suite.
Please state whether Proposer will make this commitment, what restrictions will apply, and City’s role in
monitoring the performance level. Availability and recovery in the event of failure is an extremely important
part of this software solution.
Tyler solutions run on AWS state of the art data centers using innovative architectural and engineering
approaches. Amazon has many years of experience in designing, constructing, and operating large-scale data
centers. This experience has been applied to the AWS Cloud.
AWS builds to guard against outages and incidents, and accounts for them in the design of their services; so,
when disruptions do occur, their impact on customers and the continuity of services is as minimal as possible.
AWS data centers operate in alignment with Tier III+ guidelines. More information regarding Uptime Institute
guidelines employed can be found at: https://aws.amazon.com/compliance/uptimeinstitute/.
As part of Tyler’s defined business continuity plan, full server snapshots are replicated across multiple
Availability Zones. Availability Zones consist of one or more discrete data centers, each with redundant
power, networking, and connectivity, and housed in separate facilities. They are connected to each other with
fast, private fiber-optic networking, providing automatic fail-over for minimal disruption. Tyler employs a
FIPS-compliant enterprise backup solution certified for CJIS and GovCloud use. Data transfer and storage is
encrypted as defined in FIPS140-2 and FIPS140-3 standards over private connections within the AWS
network. Backup of client production data occurs nightly and are retained as defined by application-specific
retention policies. Data restoration requests must be submitted through the standard support ticketing
process by client approved personnel only.
City of Twin Falls System Performance and Recovery
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 70
Tyler Technologies warrants its service to its standard service level agreement (SLA). The SLA defines service
availability (% of uptime), and recovery point objective (RPO) and recovery time objective (RTO) for data
centers used for Tyler SaaS hosting. Tyler’s business continuity plan is tested annually, and backup restore
tests are performed weekly. Further information regarding Tyler’s business continuity plan can be found in
Tyler’s most recent Type 2 Service Organization Controls No. 2 (SOC 2) report.
Please describe options for clustering and load balancing.
Tyler provides fully scalable solutions to meet the requirements of all organizations, regardless of size, and
can grow to meet increasing demands. Tyler’s applications perform well on modest networks with a handful
of users—or on large, distributed networks with hundreds of users. Tyler applications have features to ensure
large organizations run effectively. And smaller clients don’t outgrow Tyler solutions—they easily expand to
meet clients changing needs.
Tyler applications are based on an n-tier architecture and can scale both vertically or horizontally; eliminating
limitations for user growth. Additional user count licensing and disk space allocation can be increased as
required.
Based on client feedback and experience, internal testing, and providing SaaS to our clients; Tyler has learned
to tailor our solution deployments and infrastructure specific to a client's size and needs.
Please detail what backups occur and their schedule/frequency in the default deployment with regard to the
software solution including databases.
As part of Tyler’s defined business continuity plan, full server snapshots are replicated across multiple
Availability Zones. Availability Zones are connected to each other with fast, private fiber-optic networking,
providing automatic fail-over for minimal disruption. Tyler employs a FIPS-compliant enterprise backup
solution certified for CJIS and GovCloud use. Data transfer and storage is encrypted as defined in FIPS140-2
and FIPS140-3 standards over private connections within the AWS network.
Backups are retained as defined by application-specific retention policies. Data restoration requests must be
submitted through the standard support ticketing process by client approved personnel only.
Please state any additional fees required for an off-site redundant system.
All AWS resources utilized are deployed with redundancy across three availability zones, this includes all data
storage. The data storage technologies utilized include up to 30 day rolling retention policies for
recovery. See AWS availability zones for more information.
Please state if the default deployment has a “test” system for updates/upgrades.
Yes. Tyler’s standard application deployment includes production, train, and test environments. Select Tyler
application deployments may also include an implementation environment.
The train environment is typically used as a sandbox to test processes prior to doing so in production or to
train users on new or unfamiliar processes. The test environment is used to install and test new application
releases prior to upgrading production. The implementation environment is only available during
implementation and prepopulated with data and scenarios so users can be trained prior to client data
conversion or build out.
Tools are provided so clients can easily "refresh" application data from one environment to another at their
convenience.
City of Twin Falls Proposer Reference Information
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 71
Section 10 Proposer Reference Information
J. Proposer Reference Information
Provide a contact person and phone number of three (3) recent clients that are similar to the City of Twin
Falls. Please indicate how long they have been a client and which systems they are using.
Client Name: City of Buckeye, Arizona
Contact Name: Julian Garcia, jgarcia@buckeyeaz.gov
Contact Phone Number: 623-628-2902
Been a Client Since: 2014
Date Current Version Installed: 2023
Modules That Are Live: Cashiering, Content Manager, Content Manager Auto Indexing, Accounts
Receivable, ACFR Statement Builder, General Ledger, Budget, Accounts Payable, Work Orders, Bid
Management, Asset Mobile interface, Capital Assets, Cash Management, Central Property, Contract
Management, Employee Expense Reimbursement, Enterprise Analytics and Reporting, eProcurement,
General Billing, HR & Talent Management, Payroll with Employee Self Service, Inventory, Project and Grant
Accounting, Purchasing, Recruiting, Resident Access, Utility Billing, Meter Interface, GIS, Tyler Notify
Client Name: Asotin County Public Utility District, Clarkston, Washington
Contact Name: Bob Sischo, Director of Finance
Contact Phone Number: +1 (509) 758-1010, bsischo@asotinpud.org
Been a Client Since: 2002 (Tyler Eden); moved to Tyler Enterprise ERP in 2016
Date Current Version Installed: Tyler Enterprise ERP 2021
Modules That Are Live: Cashiering, Content Manager, Accounts Receivable, ACFR Statement Builder, General
Ledger, Budget, Accounts Payable, Capital Assets, Cash Management, Central Property, Contract
Management, Employee Expense Reimbursement, Enterprise Analytics and Reporting, eProcurement,
General Billing, HR & Talent Management, Payroll with Employee Self Service, Inventory, Project and Grant
Accounting, Purchasing, Recruiting, Resident Access, Utility Billing, Meter Interface, GIS, Tyler Notify
Client Name: City of Clovis, New Mexico
Contact Name: LeighAnn Melancon, Director of Finance
Contact Phone Number: +1 (575) 763-9632, lamelancon@cityofclovis.org
Been a Client Since: 2017
Date Current Version Installed: Tyler Enterprise ERP 2021
City of Twin Falls Proposer Reference Information
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 72
Modules That Are Live: Cashiering, Content Manager, Accounts Receivable, General Ledger, Budget,
Accounts Payable, Capital Assets, Assets Mobile, Bid Management, Enterprise Asset Management, Inventory,
Cash Management, Central Property, Contract Management, Employee Expense Reimbursement, Enterprise
Analytics and Reporting, eProcurement, General Billing, HR & Talent Management, Payroll with Employee
Self Service, Inventory, Project and Grant Accounting, Purchasing, Recruiting, Resident Access, Utility Billing,
Meter Interface, GIS, Enterprise Permitting & Licensing,
City of Twin Falls Total Cost
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Proprietary and Confidential – Subject to Restrictions on Disclosure Page 73
Section 11 Total Cost
K. Total Cost (See Appendix B - Total Cost Summary)
Costs for Proposer’s proposed solution should be submitted as outlined in this RFP. Costs should include the
complete itemized costs for the proposed solution as shown in Appendix B (p. 32-33). Use additional pages as
needed to provide additional cost detail.
No additional charges, other than those listed on the price breakdown sheets, shall be made. All shipping and
insurance costs to and from the site shall be included in this proposal. All payments to shipping agents and
for insurance fees shall be made directly by Proposer. Proposer shall be responsible for all arrangements for
the shipment of equipment and/or software to City’s prepared site. Specific payment terms will be
negotiated as part of the final contract. It is expected that certain payments will be made upon delivery of
the software with additional payments made based on specific project milestones. City may during the
implementation period or thereafter require modifications, interfaces, conversion or other services from
Proposer. Proposer agrees to provide a written Change Order describing the work to be performed and
estimated costs, including expenses, for City approval before any work is initiated by Proposer. Proposer will
not exceed the costs set forth in the mutually agreed to Change Orders without justification, in writing, that
is acceptable to City in advance.
11.1 Notes on Pricing
The following price quote is based on the stated requirements provided by the City of Twin Falls in this RFP. It
includes annual Tyler SaaS fees, estimated services, project management and data conversion services. If
selected, the final scope and services will be determined following additional analysis and discussion with the
City.
• Project Management services delivered by our Tyler Professional Services Team.
• Assumptions for data conversion include the following services offered by Tyler at a fixed fee:
o Accounting conversion includes: Actuals (total balances only) up to 5 years, Budgets (total
balances only) up to 5 years
o Accounts Payable conversion includes vendors, remit addresses, 1099 amounts, check history
and invoice history for up to 5 years
o Human Resources Management conversion includes Employee Master, Address,
Accumulators, (Earnings & Deduction totals by period) - up to 5 years, Check History - up to 5
years, Earning/Deduction History - up to 5 years, Personnal Management Action History - up
to 5 years, Certifications, Education
o Utility Billing conversion includes UB Account, CID's, Services/Meter Inventory, Assessments,
Consumption History - up to 5 years, Balance Forward AR, Service Orders, Backflow, Budget
Billing, Flat Inventory/Containers
• Travel expenses are included in the estimate for proposed onsite work. Travel expenses are
estimated but billed at actual. If the City elects to implement the project exclusively via remote
services this expense would not be billed.
• Tyler is proposing a mix of onsite and remote consulting services. The Pandemic has dictated that
many projects be implemented 100% via remote services over the past 12-18 months (which Tyler
has done successfully). However, Tyler feels that an onsite presence for training and production
City of Twin Falls Total Cost
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Proprietary and Confidential – Subject to Restrictions on Disclosure Page 74
support improves the effectiveness of those tasks. Any hours included in this estimate that are stated
as onsite at a higher rate will be billed at the remote lower rate if that is the method utilized.
• Tyler is proposing a full shared services implementation model. Tyler staff hours are primarily
dedicated to training City staff on the Enterprise ERP configuration and automation tools. Tyler’s
implementation consultants guide City staff on configuration (no custom coding or scripting
required). If selected and the City wishes to negotiate a partially shared services approach that
utilizes more Tyler staff time; Tyler will work with the City to find the best approach to meet resource
and budget requirements yet still successfully complete the project. Please see detailed comments at
the end of the Investment Summary stating configuration services and responsibilities
• Tyler is recommending a SaaS model to the City. Our SaaS fees are fixed for the three year term. For
future terms, Tyler Technologies welcomes the opportunity to negotiate payment terms once our
solution has been selected and there is full agreement on the final scope of the project. Tyler’s
Annual SaaS fee includes application software licensing, maintenance fees and updates, and hosting.
There is no separate annual maintenance fee.
• The license fees listed in this Cost Summary do not include any tax or other governmental impositions
including, without limitation, sales, use, or excise tax. All applicable sales tax, use tax, or excise tax
shall be paid by client and shall be paid over to the proper authorities by client or reimbursed by
client to Tyler Technology on demand in the event that Tyler Technology is responsible, or demand is
made on Tyler Technology for the payment thereof. If tax-exempt, client must provide Tyler
Technology with client's tax-exempt number or form.
• The estimate is based upon 50 concurrent users. Access or Self Service programs like Resident Access,
eProcurement (optional) and Employee Access is unlimited and not based on concurrent users.
Summary of Investment Summary 2023-427653-H7V8X2 Tyler ERP Software 3 Year SaaS
Tyler Enterprise ERP Software Annual $154,247
Total Tyler One Time Services $308,600
(Invoiced as services are delivered during course of project)
Total 3rd Party Hardware, Software/Services $2,363
Estimated Expenses (see travel note above) ` $19,180*
Please see our full Investment Summary on the following pages.
11.2 Appendix B – Total Cost Summary
Please reference the following pages.
Proprietary and Confidential – Subject to Restrictions on Disclosure
Appendix B – Total Cost Summary
The total cost summary should be submitted as shown in the following chart in Appendix B and
must include the following breakdowns:
• Software Purchase and Licensing Costs (show breakdown by module and by user type).
• Annual Maintenance Costs (show breakdown by module)
• Total Data Conversion Costs.
• Implementation/Installation Costs, including setup of workflows and reports.
• Training Costs (Provide breakdown for system administrators, named users, and
departmental users).
• Travel costs.
• Third-Party Software and Implementation Costs.
• Project Management Costs.
Page 32
Proprietary and Confidential – Subject to Restrictions on Disclosure
PROPOSER NAME: Tyler Technologies DATE: 10/12/2023
ITEM
PURCHASE PRICE
ANNUAL
MAINTENANCE
DATA
CONVERSION
INSTALLATION &
TRAINING
TOTAL PRICE
MODULE
Accounts Payable $6,793 Included – see
note in Cost
Section.
$7,600 $5,000 $19,393
Accounts Receivable $4,999 Included – see
note in Cost
Section.
See note $10,700 $15,699
Bank Reconciliation $3,993 Included – see
note in Cost
Section.
$5000 $8,993
Budgeting $6,793 Included – see
note in Cost
Section.
$5000 $8,200 $19,993
Cash Receipting (Tyler
Cashiering)
$8,725 Included – see
note in Cost
Section.
$6,900 $15,625
Clearing House (if a separate
module)
General Ledger $24,158 Included – see
note in Cost
Section.
$2,400 $18,200 $44,758
Payroll (includes Employee
Access)
$8,713 Included – see
note in Cost
Section.
$6,300 $26,300 $41,313
Project Management Tracking
(Project & Grant Accounting)
$4,605 Included – see
note in Cost
Section.
$5,000 $9,605
Human Resources $6,006 Included – see
note in Cost
Section.
$14,300 $13,800 $34,106
Online Portal (employee self-
service)
Included with
Payroll
Online Portal (utility customers)
(Resident Access)
$6,300 Included – see
note in Cost
Section.
$6,900 $13,200
Utility Billing $21,225 Included – see
note in Cost
Section.
$32,900 $43,800 $97,925
Other:
General Billing $3,291 See note in Cost
Section. $5,000 $8,291
Capital Assets $5,706 See note in Cost
Section. $6,900 $12,606
Purchasing $9,949 See note in Cost
Section. $13,200 $23,149
Utility Billing Meter Reading $5,574 See note in Cost
Section. $5,000 $10,574
Proprietary and Confidential – Subject to Restrictions on Disclosure
Enterprise Analytics & Reporting $7,633 See note in Cost
Section. $13,200 $20,833
Enterprise Forms Processing $7,215 See note in Cost
Section. $7,215
Tyler Content Manager $12,569 See note in Cost
Section. $5,000 $17,569
SUBTOTAL $154,247 $68,500 $198,100 $420,847
ITEM PRICE
Travel Costs $19,180
Other Costs (Detail Please)
Project Management hours 280 hours @$150/hr $42,000
Tyler Cashiering hardware
One station includes: Cash drawer, Hand held scanner, scanner stand, receipt printer $2,363
SUBTOTAL $63,543
GRAND TOTAL – includes one year annual SaaS fees, total
implementation, data conversions, project management,
Cashiering hardware, estimated travel
$484,390
Page 33
City of Twin Falls Total Cost
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Proprietary and Confidential – Subject to Restrictions on Disclosure Page 75
11.3 Tyler Investment Summary
Please reference the following pages.
2023-427653-H7V8X2 Page 1
Quoted By:Maddie McCambridge
Quote Expiration:03/31/24
Quote Name:Twin Falls ID - EERP
Quote Description: Twin Falls ID - EERP RFP 2023
Saas Term 3.00
Sales Quotation For:
City of Twin Falls
321 2nd Ave E
Twin Falls ID 83301-6426
Phone: +1 (208) 735-4357
Tyler SaaS and Related Services
Description Qty Imp. Hours Annual Fee
Financial Management
Human Resources Management
Revenue
CONFIDENTIAL
2023-427653-H7V8X2 Page 2
TOTAL $ 154,247.00
Professional Services
Description Quantity Unit Price Ext Discount Extended Price Maintenance
TOTAL $ 308,600.00 $ 0.00
3rd Party Hardware, Software and Services
Description Qty Unit Price
Unit
Discount Total Price
Unit
Maint/SaaS
Unit
Maint/SaaS
Discount
Total
Maint/SaaS
CONFIDENTIAL
2023-427653-H7V8X2 Page 3
TOTAL $ 2,363.00 $ 0.00
Summary One Time Fees Recurring Fees
Total Tyler License Fees $ 0.00 $ 0.00
Total SaaS $ 0.00 $ 154,247.00
Total Tyler Services $ 308,600.00 $ 0.00
Total Third-Party Hardware, Software, Services $ 2,363.00 $ 0.00
Summary Total $ 310,963.00 $ 154,247.00
Contract Total $ 773,704.00
Estimated Travel Expenses excl in Contract
Total $ 19,180.00
Unless otherwise indicated in the contract or amendment thereto, pricing for optional items will be held
For six (6) months from the Quote date or the Effective Date of the Contract, whichever is later.
Customer Approval:Date:
Print Name:P.O.#:
All Primary values quoted in US Dollars
Detailed Breakdown of Conversions (Included in Summary Total)
Description Qty Unit Price Unit Discount Extended Price
Financials
Human Resources Management
CONFIDENTIAL
2023-427653-H7V8X2 Page 4
Revenue Management
TOTAL $ 59,800.00
Optional Tyler SaaS and Related Services
Description Qty Imp. Hours Annual Fee
Financial Management
Human Resources Management
Civic Services
Data Insights
Additional
Integrations
TOTAL:$ 96,317.00
CONFIDENTIAL
2023-427653-H7V8X2 Page 5
Optional Professional Services
Description Quantity Unit Price Ext. Discount Extended Price Maintenance
TOTAL $ 143,000.00 $ 0.00
Optional Transaction Fees
Description
Enterprise ERP Payments
Utility Access Payments
Optional 3rd Party Hardware, Software and Services
Description Qty Unit Price
Unit
Discount
Total Price
Unit
Maint/SaaS
Unit
Maint/SaaS
Discount
Total
Maint/SaaS
TOTAL $ 12,020.00 $ 17,055.00
CONFIDENTIAL
2023-427653-H7V8X2 Page 6
Optional Conversion Details (Prices Reflected Above)
Description Quantity Unit Price Discount Total
Content Manager Core
Financials
Revenue Management
TOTAL $ 25,700.00
Comments
Tyler's quote contains estimates of the amount of services needed, based on our preliminary understanding of the scope, level of engagement,
and timeline as defined in the Statement of Work (SOW) for your project. The actual amount of services required may vary, based on these
factors.
Tyler's pricing is based on the scope of proposed products and services contracted from Tyler. Should portions of the scope of products or
services be altered by the Client, Tyler reserves the right to adjust prices for the remaining scope accordingly.
Unless otherwise noted, prices submitted in the quote do not include travel expenses incurred in accordance with Tyler's then-current Business
Travel Policy.
Tyler's prices do not include applicable local, city or federal sales, use excise, personal property or other similar taxes or duties, which you are
responsible for determining and remitting. Installations are completed remotely but can be done onsite upon request at an additional cost.
In the event Client cancels services less than two (2) weeks in advance, Client is liable to Tyler for (i) all non-refundable expenses incurred by
Tyler on Client's behalf; and (ii) daily fees associated with the cancelled services if Tyler is unable to re-assign its personnel.
The Implementation Hours included in this quote assume a work split effort of 70% Client and 30% Tyler.
CONFIDENTIAL
2023-427653-H7V8X2 Page 7
Implementation Hours are scheduled and delivered in four (4) or eight (8) hour increments.
Tyler provides onsite training for a maximum of 12 people per class. In the event that more than 12 users wish to participate in a training class or
more than one occurrence of a class is needed, Tyler will either provide additional days at then-current rates for training or Tyler will utilize a
Train-the-Trainer approach whereby the client designated attendees of the initial training can thereafter train the remaining users.
As a new Tyler client, you are entitled to a 14-day or a 30-day trial of the Managed Detection and Response cybersecurity service. Please
reference https://www.tylertech.com/services/tyler-detect for more information on the service and contact CybersecuritySales@tylertech.com
to initiate the trial.
Tyler currently supports the following identity providers (IdP's) for use with Tyler back-office solutions: Microsoft Active Directory through Azure
AD, ADFS or Okta AD agent, Google Cloud Identity, Okta, and Identity Automation Rapid Identity. Any requirement by you to use an IdP not
supported by Tyler will require additional costs, available upon request.
Content Manager Core includes up to 1TB of storage. Should additional storage be needed it may be purchased as needed at an annual fee of
$5,000 per TB.
The SaaS fees for product that are not named users are based on 50 concurrent users. Should the number of concurrent users be exceeded,
Tyler reserves the right to re-negotiate the SaaS fees based upon any resulting changes in the pricing categories.
Project Accounting conversion includes: Standard, Actuals - up to 5 years, Budgets - up to 5 years
Each API Toolkit or Connector comes with 8 free hours of API Development Consulting hours. Each API Bundle comes with 16 free API
Development Consulting hours. Additional hours can be purchased beyond this standard offering.
Financial library includes: standard A/P check, standard EFT/ACH, standard Purchase order, standard Contract, 1099M, 1099INT, 1099S, 1099NEC
and 1099G.
General Billing library includes: standard invoice, standard statement, standard general billing receipt and standard miscellaneous receipt.
Personnel Actions Forms Library includes: standard Personnel Action form - New and standard Personnel Action Form - Change.
Standard Project Management responsibilities include project plan creation, initial stakeholder presentation, bi-weekly status calls, updating of
project plan task statuses, and go-live planning activities.
CONFIDENTIAL
2023-427653-H7V8X2 Page 8
Your payment of the annual subscription or SaaS fee for Tyler Notify will include an identified amount of messages and/or minutes annually.
Additional messages and/or minutes may be purchased from Tyler in defined packages at our then-current rates. Tyler Notify will not restrict use
of messages and/or minutes that exceed the allotted messages but reserves the right to invoice you for documented overages occurring during
the annual term. Any unused messages or minutes remaining at the end of your annual subscription term expire.
Utility Billing CIS includes the Graphing Agent. Utility billing library includes: standard Utility bill, standard UB receipt, standard UB delinquent
notice, standard door hanger and standard final utility bill.
Payroll library includes: standard PR check, standard direct deposit, standard vendor from payroll check, standard vendor from payroll direct
deposit, W2, W2c, ACA 1095B, ACA 1095C and 1099 R.
All hardware related to Assets Mobile and Inventory Mobile will be under a standard maintenance plan which starts when they are shipped. This
includes replacement of your current hardware if it cannot be fixed through the standard helpdesk process.
Accounting conversion includes: Actuals (total balances only) up to 5 years, Budgets (total balances only) up to 5 years
Accounts Payable conversion includes: Standard - Vendors, Remit Addresses, 1099 Amounts, Check History(Header, Detail) - up to 5 years,
Invoices (Header, Detail) - up to 5 years
Human Resources Management conversion includes: Standard - Employee Master, Address, Accumulators (Earnings & Deduction totals by
period) - up to 5 years, Check History - up to 5 years, Earning/Deduction History - up to 5 years, PM Action History - up to 5 years, Certifications,
Education
Utility Billing conversion includes: Standard - UB Account, CID's, Services/Meter Inventory, Assessments, Consumption History - up to 5 years,
Balance Forward AR, Service Orders, Backflow, Budget Billing, Flat Inventory/Containers
Contracts conversion includes: Standard
Purchase Orders conversion includes: Standard - Open POs, Closed POs - up to 5 years
In the event Client acquires from Tyler any edition of Content Manager software other than Enterprise Edition, the license for Content Manager
is restricted to use with Tyler applications only. If Client wishes to use Content Manager software with non-Tyler applications, Client must
purchase or upgrade to Content Manager Enterprise Edition.
CONFIDENTIAL
2023-427653-H7V8X2 Page 9
General Billing conversion includes: Standard - CID, Recurring Invoices, Bills(Header, Detail), Payment History, Invoices - up to 5 years
Content Manager Core - General Billing conversion includes: Standard - CID, Bills (Header, Detail), Payment History, Invoices
Your use of Payments and any related items included on this order is subject to the terms found at: https://www.tylertech.com/terms/payment-
card-processing-agreement. By signing this order or the agreement in which it is included, you agree you have read, understand, and agree to
such terms. Please see attached Payments fee schedule.
CONFIDENTIAL
City of Twin Falls Proposal Signature Form
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 76
Section 12 Proposal Signature Form
L. Proposal Signature Form
The undersigned, as proposal responder, declares that he/she has carefully examined all the items of the
Specifications and Instructions herein that he/she fully understands and accepts the requirements of the
same, and he/she agrees to furnish the specified items and will accept, in full payment therefore, the amount
specified below.
Proposals shall include installation services, and the successful respondent shall obtain all required permits
and pay fees required.
Note: terms are firm for one hundred twenty (120) days. Total Price: $ $484,390 Grand Total from
Appendix B
Proposer Name: Tyler Technologies, Inc.
Date: October 10, 2023
Address: One Tyler Drive Yarmouth, Maine 04096
Telephone: 800-772-2260
Signature: **
(Person executing response and official capacity)
Rob Kennedy-Jensen, Group General Counsel
**Subject to Tyler’s Proposal response and exceptions taken to herewith.
City of Twin Falls Terms & Conditions
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 77
Section 13 Terms & Conditions
13.1 Appendix C/ Exception Form
Twin Falls, ID (“Client”)
City of Twin Falls Enterprise Resource Planning System Request for Proposal
Appendix C – Exception Form
Tyler’s Statement of Exceptions to the Procurement Documents
Tyler’s Proposal is based on the delivery of the requested software and services according to Tyler’s standard
implementation methodology and Tyler’s standard contract. That methodology, and that contract, have been
refined and enhanced over Tyler’s many years of operation in the public sector information technology
market. Tyler’s submission of its Proposal does not waive Tyler’s right to negotiate any and all terms to the
mutual satisfaction of the parties. Tyler will be obligated to provide products and services only upon
execution, and under the terms and conditions, of the mutually negotiated contract between Tyler and the
Client.
Tyler is providing representative exceptions to standard procurement terms and conditions for your review.
This list does not negate any of the expectations Tyler has stated above.
Section # Explanation
Standard Form of Contract – General (25) [p. 44] Assignment: Neither party may assign the
contract without the prior written consent of the
other party, except that Tyler may, without the
prior written consent of the Client, assign the
contract in its entirety to the surviving entity of
any merger or consolidation or to any purchaser
of substantially all of Tyler’s assets.
Standard Form of Contract – General (17) [p. 44] Attorney’s Fees: Tyler prefers that a court of
competent jurisdiction determine liability for
attorney’s fees.
I. System Performance and Recovery [p. 28] Backups: Tyler will perform backups of the
production system sufficient to support
contracted RPO and RTO commitments. Tyler
reserves the right to negotiate any additional
obligations with respect to such backups.
Standard Form of Contract – General (28) [p. 45] Confidential Information: Each party agrees that it
will not disclose any confidential information of
the other party and further agrees to take all
reasonable and appropriate action to prevent
such disclosure by its employees or agents.
Confidential information is nonpublic information
that a reasonable person would believe to be
confidential and includes, without limitation,
personal identifying information (e.g., social
security numbers) and trade secrets, each as
City of Twin Falls Terms & Conditions
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 78
defined by applicable state law. The
confidentiality covenants will survive the
termination or cancellation of the contract. This
obligation of confidentiality will not apply to
information that:
o is in the public domain, either at the time
of disclosure or afterwards, except by breach
of the contract by a party or its employees or
agents;
o a party can establish by reasonable proof
was in that party’s possession at the time of
initial disclosure;
o a party receives from a third party who
has a right to disclose it to the receiving party;
or
o is the subject of a legitimate disclosure
request under the open records laws or similar
applicable public disclosure laws governing the
contract; provided, however, that in the event
you receive an open records or other similar
applicable request, you will give us prompt notice
and otherwise perform the functions required by
applicable law.
Standard Form of Contract – ERP System [pp. 41-
46]; Standard Form of Contract – Delivery of
System (10, 11) [pp. 42-43]
Contract: Tyler expects to use the standard Tyler
contract as the basis for beginning contract
negotiations, as it contains language specific to
the software industry, such as license grant and
intellectual property infringement. Tyler
recognizes that there may be clauses of particular
importance to the Client that may not be included
in the Tyler contract. Tyler is amenable to
accommodating the Client’s contract requests by
incorporating mutually agreed clauses into the
Tyler contract.
Standard Form of Contract – Delivery of System (8)
[p. 42]; Standard Form of Contract – General (30)
[p. 45]
Damages: TO THE MAXIMUM EXTENT PERMITTED
BY APPLICABLE LAW, IN NO EVENT SHALL TYLER
BE LIABLE FOR ANY SPECIAL, INCIDENTAL,
PUNITIVE, INDIRECT, OR CONSEQUENTIAL
DAMAGES WHATSOEVER, EVEN IF TYLER HAS
BEEN ADVISED OF THE POSSIBILITY OF SUCH
DAMAGES.
Tyler cannot agree to liquidated damages
provisions.
Standard Form of Contract – Warranties for
System (14) [p. 43]
Dispute Resolution: In the event a dispute arises,
or Client believes Tyler has materially breached
the contract, the Client shall follow the mutually
agreed to dispute resolution process.
City of Twin Falls Terms & Conditions
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 79
B. Company Background [pp.23-24] Financial Stability: As a publicly traded company,
information on Tyler’s finances can be found at
https://finance.yahoo.com/quote/tyl?ltr=1. Tyler
reserves the right to reasonably negotiate the
substance and form of information required to
demonstrate financial stability.
Standard Form of Contract – General (23) [p. 44] HIPAA: Compliance with the Health Insurance
Portability and Accountability Act (“HIPAA”) is not
often applicable to the [Enterprise Resource
Planning] software products and services being
proposed. Whether Tyler is required to comply
with HIPAA for any given software product is a
factual analysis that typically results in a finding
that HIPAA does not apply to our particular scope
of services. To the extent that HIPAA is applicable
to our performance of providing software or
services under a contract, and only in the event
Tyler is a Business Associate under that contract
as that term is defined in HIPAA, Tyler certifies
that it is in compliance with HIPAA.
Standard Form of Contract – General (18) [p. 44] Indemnification: Tyler shall defend, indemnify,
and hold harmless the Client from and against any
and all direct claims, losses, liabilities, damages,
costs, and expenses (including reasonable
attorney’s fees and costs) from third parties for
personal injury or property damage arising from
Tyler’s negligence or willful misconduct; or Tyler’s
violation of a law applicable to Tyler’s
performance under the contract. The Client must
notify Tyler promptly in writing of the claim and
give Tyler sole control over its defense or
settlement. The Client agrees to provide Tyler
with reasonable assistance, cooperation, and
information in defending the claim at Tyler’s
expense.
Section Q. Insurance Requirements; Appendix A –
Insurance Requirements; Standard Form of
Contract – General (19, 20) [p. 44]
Insurance: While performing services under an
agreement with the Client, we will agree to
maintain the following levels of insurance:
(a) Commercial General Liability (CGL) of
$1,000,000 per occurrence and in the aggregate;
(b) Automobile Liability of $1,000,000;
(c) Professional Liability of $1,000,000;
(d) Workers’ Compensation complying with
applicable statutory requirements; and
(e) Excess/Umbrella Liability of $5,000,000 per
occurrence and in the aggregate. Tyler’s insurance
coverage is evidenced using a standard Acord
form. The coverage limits set forth on our
City of Twin Falls Terms & Conditions
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 80
certificate of insurance do not apply separately.
Certificates of insurance listing the customer as
certificate holder are available upon request after
a contract is signed. Copies of Tyler’s insurance
policies are made available only in the event a
claim is disputed or denied. At your request
during contract negotiations, we will add language
to the insurance provision that adds you as an
additional insured to our commercial general
liability and auto liability policy for claims caused,
in whole or in part, by Tyler as respects the
contract, which automatically affords you the
same status under our excess/umbrella liability
policy. A certificate of insurance reflecting that
status may be provided at your request after the
contract is executed. Our carrier has issued
blanket endorsements regarding additional
insured status; we do not issue separate
endorsements specific to each customer. We
agree that our insurance is primary for claims
under our CGL or auto policies that are caused, in
whole or in part, by Tyler as respects the contract.
If required, Tyler will agree to waive subrogation,
but only on claims under our CGL or auto policies
that arise out of or relate to the contract and are
between us and you, except to the extent the
damage or injury is caused by you. If you require it
in the contract, we will agree to provide you with
notice of cancellation or non-renewal, or
reduction in our insurance coverages below the
minimum requirements set forth in the contract
within thirty (30) days thereof unless replaced.
Renewal certificates of insurance will be provided
as close as practicable to the date the applicable
policy or policies is/are renewed.
Appendix A – Insurance Requirements Insurance – subcontractors: Any subcontractor
used by Tyler and approved by the Client will be
required to carry its own insurance. Tyler will
require that any such insurance meet the
minimum requirements agreed to by Tyler and
the Client.
Standard Form of Contract – General (36) [p. 46] Non-appropriation: If the Client should not
appropriate or otherwise make available funds
sufficient to purchase, lease, operate or maintain
the products set forth in the contract, the Client
may unilaterally terminate the contract upon
thirty (30) days’ prior written notice to Tyler.
City of Twin Falls Terms & Conditions
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 81
Upon termination, the Client shall remit payment
for all products and services delivered to the
Client and all expenses incurred by Tyler prior to
Tyler’s receipt.
Standard Form of Contract – General (30) [p. 45] Offset: Tyler is opposed to allowing the Client the
right to offset or withhold payment and prefers
instead to resolve the dispute through the
mutually agreed-upon dispute-resolution process.
Section L. Disposition of Proposals / Property of
City; Standard Form of Contract – Delivery of
System (10) [pp. 42-43]
Ownership: The Client may use the Tyler Proposal
for its internal reference in evaluating proposals.
Tyler shall retain ownership of all (i) software
products licensed to the Client; and (ii)
proprietary information contained in all
deliverables. Tyler reserves the right to protest
the public disclosure of its confidential and
proprietary information, consistent with
applicable public records laws.
Standard Form of Contract – Purchase Price, Other
Charges [pp. 41-42]
Payment Terms: Tyler’s standard payment terms
are set forth in the Invoicing and Payment Policy
(Exhibit B) to the standard Tyler contract.
Project Management and Process Definition [pp.
19-20]
Personnel – identify: Tyler will provide
information on representative Tyler personnel.
We are unable to assign personnel to a project
until Tyler is selected and a contract is signed, in
an effort to most effectively use resources.
Tyler does not allow client the right to approve
project personnel, as Tyler assigns personnel
based on experience and availability.
Section III; Software Licensing / Maintenance [p.
19]; Implementation Plan [p. 20]; K. Total Cost
(See Appendix B – Total Cost Summary) [pp. 29-
30]
Pricing: Unless expressly indicated otherwise, our
Proposal contains estimates of the amount of
services and associated expenses needed, based
on our understanding of the size and scope of
your project. The actual amount of services and
expenses depends on such factors as your level of
involvement in the project and the speed of
knowledge transfer. Unless noted otherwise, our
services rates do not include travel expenses,
which are separately estimated and are payable in
accordance with our then-current Business Travel
Policy. Unless expressly indicated otherwise, the
fees we have quoted do not include any taxes.
Implementation Plan [p. 20]; E. Implementation
Plan [pp. 25-26]
Project Plan: Tyler’s Proposal includes a sample
project plan. Tyler will deliver the actual project
plan upon obtaining further information from the
Client.
City of Twin Falls Terms & Conditions
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 82
Section L. Disposition of Proposals / Property of
City; Section M. Disclosure
Public Disclosure / FOIA: With respect to public
disclosure under Freedom of Information Act or
similar Idaho state law requests, disclosure may
be made only to the extent disclosure is required
by law, and provided, however, that the Client
shall give prompt notice of the service of process
or other documentation that underlies such
requirement to Tyler so that it may obtain a
protective order or otherwise protect the
confidentiality of Tyler’s confidential information.
Maintenance and Support [p. 18]; G. On-Going
Support and Maintenance [p. 27]
Support / Service Levels: Tyler’s support services
are documented in our current Support Call
Process. Tyler’s Service Level Agreement outlines
the information technology service levels that we
provide to our clients to ensure the availability of
the application services requested.
I. System Performance and Recovery [p. 28] System Redundancy Requirements: Tyler data
centers have fully redundant telecommunications
access, electrical power, and the required
hardware to provide access to the Tyler Software
in the event of a disaster or component failure. In
the event of a data center failure, we reserve the
right to employ our disaster recovery plan for
resumption of the SaaS Services.
Taxes [p. 20] Taxes: The fees quoted by Tyler do not include
any taxes, including, without limitation, sales, use
or excise tax. All applicable taxes shall be paid by
Tyler to the proper authorities and shall be
reimbursed by the Client to Tyler. In the event the
Client possesses a valid direct-pay permit, the
Client will forward such permit to Tyler on the
effective date of the contract. In such event, the
Client shall be responsible for remitting all
applicable taxes to the proper authorities. If tax-
exempt, the Client shall provide Tyler with the
Client’s tax-exemption certificate.
Standard Form of Contract – Delivery of System (9)
[p. 42]; Standard Form of Contract – General (29)
[p. 45]
Termination – for cause: The Client may terminate
the contract for cause in the event Tyler fails to
cure a material breach according to the terms of
the dispute resolution process set forth in Tyler’s
standard contract. The Client will make payment
to Tyler for all undisputed products, services and
expenses delivered or incurred through the
effective date of termination. Payment for
disputed products, services and expenses, and the
Client’s remedies, will be determined through the
mutually agreed dispute resolution process.
City of Twin Falls Terms & Conditions
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Page 83
Standard Form of Contract – General (29) [p. 45] Termination – for convenience: Tyler’s standard
practice is not to include a termination for
convenience provision in its contracts, given the
significant investments made by both parties to
the procurement and implementation. Tyler relies
instead on its termination provisions for cause,
non-appropriation, and/or force majeure.
Software Licensing / Maintenance [p. 19] Upgrades: Tyler will make available to the Client
all releases to the Tyler Software (including
updates and enhancements) that we make
generally available without additional charge to
customers who have a maintenance and support
or SaaS agreement, as applicable, in effect.
Standard Form of Contract – General (16) [pp. 43-
44]
Venue: Tyler reserves the right to file a complaint
with, or remove any litigation to, a federal court
of competent jurisdiction.
Maintenance and Support [p. 18]; Standard Form
of Contract – Warranties for System (12-13) [p.
43]
Warranty: For as long as the Client has an in-force
maintenance or SaaS agreement, as applicable,
Tyler warrants that the Tyler software will
substantially conform to the functional
descriptions of the Tyler software contained in
Tyler’s Proposal, or their functional equivalent.
Future functionality may be updated, modified, or
otherwise enhanced through our maintenance
and support services, and the governing
functional descriptions for such future
functionality will be set forth in our then-current
documentation. Tyler disclaims all implied
warranties.
Tyler warrants that it will perform services in a
professional, workmanlike manner, consistent
with industry standards. In the event Tyler
provides services that do not conform to this
warranty, Tyler will re-perform the services at no
additional cost to the Client.
13.2 Sample Contract
https://www.tylertech.com/portals/0/terms/public-administration/New-Public-Administration-Group-
Clients-SaaS-Agreement.pdf
13.3 Certificate of Insurance
Please reference the following pages.
City of Twin Falls Appendix D – Requirement Summary
Enterprise Resource Planning (ERP) System Tyler Technologies, Inc.
Proprietary and Confidential – Subject to Restrictions on Disclosure Page 86
Section 14 Appendix D – Requirements Summary
NOTES AND ASSUMPTIONS
Tyler Reporting Services
Wherever Tyler Technologies, Inc. has responded affirmatively to certain functional checklist
questions/requirements/specifications as requiring the use of Tyler Reporting Services, (SSRS), the City of
Twin Falls is solely responsible for development of the necessary/required report(s), unless specifically
indicated otherwise.
Interfaces / Customizations
Interface requirements agreed to by Tyler within this response will depend on the customer maintaining an
active support agreement with the identified third-party system as well as a current version actively
supported by the manufacturer/developer of the product installed.
Custom Modifications
Custom modifications, if quoted with a specific dollar value, are priced based upon the total proposed
software package and the requirements set forth in the RFP. To the extent system components and/or
requirements change, pricing for custom modifications may also change. If a custom modification is
identified without a price, that identification is provided as an alert that the functionality is not available “out
of the box,” and additional information is required from the customer before Tyler can price the modification.
During the contract negotiation process, Tyler expects to work with the customer to identify the custom
modifications that will be considered within the project scope, and to finalize the associated price. Those
modifications will be delivered during the project on the schedule the parties mutually agree to during the
contracting and/or project planning process(es). Any custom modifications that the customer requests post-
contracting will be subject to an amendment or change order, which will address at least the pricing and
schedule impacts of adding the subject modification to the original project scope and schedule.
Future Functionality
Future Functionality, when and if provided, will be released on the same timeline as the functionality is made
generally available to customers under a maintenance agreement with Tyler. If a customer requires that such
functionality be committed to within the contract, the functionality will be treated as a custom modification,
payable by the customer.
Please reference the following pages.
Proprietary and Confidential – Subject to Restrictions on Disclosure
Appendix D – Requirements Summary Currently Available? Y or N
❖ Global Areas
• Active directory integration with Azure Y
• Audit trail for table changes, transactions, updates to
code tables
Y
• Detailed reporting Y
• Editable import/export configurations Y
• Fields and fixed locations to work with Laserfiche
connectors and repository
N, We’ve chosen to respond with “N”
due to the following considerations:
Tyler has proposed Tyler Content
Manager Standard Edition (TCM SE),
an
integrated content management
solution, to electronically capture,
manage, and retrieve all documents
related to Tyler applications. This
product is
seamlessly integrated to the Tyler ERP
solution. However, with configuration,
Tyler Content Manager includes a
document extract utility to automate
document and metadata export to a
file system that clients can use to
import to a separate third party ECM
solution.
Finally, we are releasing a document
management API that is planned for
future release. Tyler’s Content
Manager API Connecter will allow
leveraging of APIs to integrate with
third-party document management
solutions like Laserfiche.
Please note that future functionality
will be released on the same timeline
as the functionality is made generally
available to customers under a
maintenance agreement with Tyler. If
a customer requires that such
functionality be committed to within
the contract, the functionality will be
treated as a custom modification,
payable by the customer. Further
discussion regarding requirements and
potential additional costs would be
needed if integration is required.
• Global search capabilities Y
• Government rated security Y
• User defined fields Y
❖ System Access Security Maintenance
• Customizable security for user and user groups Y
• Manage data used in specific modules Y
• Systemwide lookup tables (lots, bank accounts, etc) Y
❖ Financial
• Accounts Payable Y
• Accounts Payable batch review before commitment Y
• Accounts Receivable Y
• Additional periods beyond 12 to account for
Government-Wide adjustments
Y, 0-13 available
• Automatic signatures on checks Y, via enterprise forms
• Bank reconciliation Y
• Budgeting
Y
Proprietary and Confidential – Subject to Restrictions on Disclosure
• Cash receipting, including ability to import files that tie
to a customer account or record a payment with payee
details from someone who doesn’t have a customer
account
y
• Cash receipting date adjustment after commitment Y
• Check number or date corrections after commitment Y
• Clearing House Y
• Duplicate invoice payment flagging in Accounts
Payable
Y
• Field to separate vendor payments during check
processing
Y
• Fixed Assets Y
• General Ledger Y
• Import cleared checks Y
• Import of General Leder adjustments Y
• Multiple account payment recordings on one receipt Y
• Multiple billing cycles or categories Y
• Positive Pay check file generation for the bank Y
• Project management tracking Y
• Sales Tax calculation and reporting Y
• Splitting deposits vs cash or check Y
• Transfer of detailed information from identified
subledgers to the General Ledger
Y
• Type codes and groups in Cash receipting Y
• 1099 classification, reporting and electronic
generation for State and Federal government
Y
❖ Human Resources
• ACA tracking and reporting Y
• Anniversary date fields in addition to hire date Y
• Automatic tax table updates Y, Available for an additional fee
• EEOC classification trackability Y
• Electronic W-2 generation for State and Federal
government
Y
• Employee self service Y
• IRS Social Security number validation Y, The SSA offers an internet
verification option that allows for a file
upload. EERP provides a SSN
Verification program to generate files
that can be verified against the SSA.
Proprietary and Confidential – Subject to Restrictions on Disclosure
• Manual ability to enter pay information generated
by a 3rd party system to generate a PERSI report
Y, provided employee record exists in
system.
• Multiple payroll cycles Y
• Multiple accrual tables and rules Y
• Outgoing ACH file creation Y
• Pay code mapping to an accrual bank Y
• Payroll, with payroll expenses following wages based
on salary classification
Y
• PERSI reporting for General, Public Safety Class II,
Public Safety Class D, and returning Public Safety
Retirees
Y
• Report generation on how pay and deduction codes
are configured for pay cycles
Y
• Salary payments, adjusted for leave codes Y
• Specialty pay, including flat amounts tied to specific
pay codes
Y
• Step or tier setup on deductions and benefits Y
• Tow-way integration with Timeclock Plus Y, via Time Entry import.
❖ Utility Billing
• Auto pay and incoming ACH payment file generation Y
• Billing exports to 3rd party for printing, including bar
code
Y
• Collection turnover report generation Y
• Different billing cycle availability Y
• Inbound IVR payment acceptance Y
• Integration with meter reading software y
• Level pay/balanced budget Y
• Past due, payment reminders, alerts & notice
communication via phone, text and/or email
Y
• Payment arrangement tracking Y
• Pressurized Irrigation fee calculation on lot size Y
• Refund batch generation Y
• Sewer based billing on water usage with calculated
caps
Y
• Utility deposit recording and tracking Y
• Water, Sewer, Sanitation Y
• Web payment setup Y
• Winter averaging Y
• Work orders/service request integration with
CityWorks
Y. Tyler offers different approaches
for integrating with CityWorks. The
options are:
The first option is designed to create
service requests in CityWorks from a
Tyler ERP Utility Billing work order.
This is a two way, real time web
services integration utilizing SOAP and
XML and requires training, and
services from both Tyler and a third
party integration consultant to
represent the CityWorks integration.
This integration is available without