Finding thebest ERP solution

for state and local governments

munisa tyler erp solution

How to find the best fitting ERP solution for state and local governmentsTraditionally, public sector organizations have been underserved, being forced to choose between large,

tier 1 vendors or smaller, regional companies.

3 Questions every ERP decision maker should ask themselves:1. Is the company viablecan they deliver?

2. How will the company help us stay current with the technology and functionality required to

deliver the services our citizens expect?

3. Looking out 5-10 years, is the company likely to be a significant player in the market space?

Once it is determined that a product meets your functional requirements look at the company you

are buying it from. Can that company provide a sustainable partnership?

The traditional tier 1 vendor is international in

scope, has multiple vertical products and typically

utilizes partners for required services. They have the

engineering resources to remain technologically viable

and they have the financial resources to weather

economic hardships. However, because their products

are designed for multiple industries, they lack public

sector specific domain expertise and clients ultimately

pay for features with no practical application to state

and local governments. At the same time, these

products dont do all that state and local governments

requires without customization, typically by a third

party. This model results in problems of scope, cost,

timeliness and accountability for public sector clients.

Project failures resulting from these types of problems

are repeatedly noted in the public record.

The smaller, regional vendor is typically very good

at maintaining relationships with their public sector

clients and providing regional features and expertise.

The problem is that they have limited resources to

grow with the needs of their clients, to invest in many

new technologies and to expand their business beyond

their region. Further, their ability to scale to larger

ERP installations, even within their region, is limited.

This model results in a high rate of attrition. State and

local governments have seen time and again that their

regional ERP vendor goes out of business or is forced

to sell to a larger competitor. For state and local

governments, that can mean a disruption to service

levels, stagnant functionality, and a negative return on

their investment.

This left an opening for a company to get creative and be significant enough to have the

resources to be competitive technically with tier 1 players, but also to have the subject matter

expertise, the experience and the clients to compete with the regional companies.

Tyler filled this gap in the industry by becoming a national player but focused on the public

sector only. Our combination of domain expertise and significant resources means state and

local governments no longer have to sacrifice the experience of smaller companies for the

tremendous resources of larger companies when choosing a vendor.

For public sector ERP in state and mid to large size local governments, one ERP

solution is undisputedly a market leader, that provides functional innovation and leading

technologies that are in line with client needs, and that has a history of successful product

implementations that are on time and on budget. That ERP solution is Munis.

Not tier 1 light but a completely different approach; a company with: Publicsectordomainexpertise

Afocusinoneandonlyoneindustry

Resourcestoscaleandcompete

Avestedinterestinourclientssuccess

becausewenotonlysellthesolution,

weprovidetheservicestoimplementit

andsupportitforthelonghaul

Perpetualproductupgradeswitha

phenomenallongtermROI

Alargeandsatisfiedclientbase

Delivering client successEverything we do is built around our clientsto provide them with solutions such as Munis that enable and

empower users to become more efficient, productive and responsive to the needs of their constituents.

User-centric designOur commitment to the total client experience means that we invest heavily in a user-centric design process. We continually

maximize end-user productivity by listening to our clients and assessing what is important to their business. We involve them in

usability testing conducted by usability analysts certified by Human Factors International to ensure that Munis works the way they do.

Prior to general release of any Munis application, we perform many quality assurance tests. We then involve some of our most

demanding clients in an early adoption program. This is where Munis releases are subjected to real world process testing scenarios.

Our early adopters have the opportunity to influence the quality and feature value of the product. In addition, early adopters have a

dedicated Tyler coordinator overseeing the project and receive priority support with accelerated response times.

I cant say it enough. Working with Munis through the early adoption process was worth it in so many ways. Not only did it provide our users with a direct link to the technical and application development folks, it helped our users pull together as a teamnot just among our departments, but with the Tyler staff as well. Our users now have a better understanding and respect for the Tyler staff and feel more invested in the product itself.

Maria Racca, Data Analyst/Information Technology/Finance, City of Amherst, MA (Munis Early Adopter Program Participant)

Our industry-specific software and user centric design means a better fit and a flatter/faster

learning curve for state and local government employees.

5 Steps to a Successful Implementation

1. Entering the Partnership Our implementation team defines roles and responsibilities,

sets expectations, identifies roadblocks and builds consensus.

2. Defining the Future We work with your organizations key players to create a detailed

project plan to meet your specific needs, challenges, schedule and more.

3. Moving Forward Our experts help you establish formal policies and procedures and

understand all available options by creating a model of what your business environment

could be like once youre running Tyler applications.

4. Ensuring Your Satisfaction During implementation, control points are put in place.

This ensures all needs have been met, each team member has accomplished their tasks

and the project plan has been followed.

5. Preparing for the Future Our experts dont just disappear once implementation is

complete. Well help you transition to using our full Munis Support Services.

User-centric implementationTylers focus on user experience results in faster, less costly implementations. Weve taken the successful

approach to implementation weve used for years and meshed it with the principles of the Project Management

Institute (PMI), a globally recognized organization dedicated to promoting the project management profession.

The result is an implementation method tailored to meet the specific needs of our public sector clients. Through

PMI, our project managers earn Project Management Professional (PMP) certification, a qualification program

that signifies a professional has met strict guidelines.

All Tyler implementations are planned, managed and executed by our own experts and backed by Tylers

comprehensive resources.

Positioning clients for successWhen implementing a new system, so much depends on getting it right: ensuring that you are using best business

practices, that workflow processes are streamlined, that your organizational objectives are met, and that every member

of your organization understands and is supportive of the project.

Through Tyler Consulting Services, we work with clients during a two-phase process that includes a business process

review and a business solution design. This helps clients improve business processes, maximize efficiencies and

define the best utilization of Munis to meet organizational objectives. Tyler Consulting Services can even develop desk

procedure documents that provide user manuals customized to specific procedures utilized in your organization.

Tyler employs change management experts who are certified by Prosci, the recognized leader in change management

research. They help you communicate the rationale for the implementation and manage expectations of staff members.

The benefits include increased adoption rates of new systems and policies, easier employee adaptation to new roles,

more efficient employees, less disruption of day-to-day activities during implementation, decreased need for retraining

and the creation of a track record of success.

Portage Countys investment in Tyler, and Tylers investment in Portage County, led to an extremely successful implementation. As a result, we have a highly efficient system which continues to meet the ongoing needs of the County.

Brian Kelley, Portage County CIO (employed Tyler change management services)

3 Human Factors Influence the Success of an Implementation.

1. Speed of Adoption: How fast employees adapt to the new software system.

2. Utilization Rate: How many employees actually use the new system.

3. User Proficiency Rate: How comfortable employees are with the new system and how well they perform using it.

Empowering our clients with multi-faceted supportWe believe in empowering our clients to find the answers to their questions on their terms. If they prefer to search for

their answers through our in-program help or online tools they may. If they prefer to post a question to another user

through a forum they may. And if they choose to initiate a formal support call through an e-mail or a toll-free number

they may.

While some companies contract out application support to a less knowledgeable third party, ours is provided by

in-house experts. Munis Client Support is divided into application-specific teams. This allows a support technician

to focus on a group of applications, offering detailed support and fast solutions. Each day, using our call escalation

system, Senior Technicians, Team Leaders and Senior Analysts review open calls in their focus area to monitor progress.

Tyler records all client contacts in a Customer Response Management (CRM) system. This system tracks the history

of each incident, including the person calling, time of the call, priority of the call, problem description, support

recommendations, customer feedback, FERs (Fix or Enhancement Requests) to Development, and resolution. As

a result of this state-of-the-art information system, we have a more detailed snapshot of each client, and a more

accurate, up-to-date database that results in improved efficiency across the board.

We constantly measure our achievement and we are proud of the results.

When you call our support line your call is answered by a technician

80% of the time and the remaining 20% that leave a voice message

receive a callback in only 32 minutes on average.

Munisprogramscontainfieldandproceduralhelpdisplays

Wizards

OnlineClientPortalallowsyoutorequestassistanceandmonitorthestatusofanincident

Web-basedKnowledgebasecontainingthousandsofdocuments

GoToAssistSupportCenter,whichisusedtosharetheclientsdesktopviatheInternet

Toll-freesupportline

Requestsupportviae-mail

E-mailgroupsbasedonspecificMunisapplicationsviaregistrationonourWebsite

UserForums

ReleaseAdministratortoseewhatisineachMunisreleasebyapplication

MunisInternetUpdatetodownloadandinstallreleasesandupdates

DisasterRecoveryServices(optional)

OSDBA(OperatingSystem&DatabaseAdministration)support(optional)

Clients are empowered to get the help they need, in the format they choose:

Avoiding the dips in the technology adoption life cycleWhy would anybody purchase an ERP solution with built-in

obsolescence? It makes no sense.

Most systems start out with innovative technology that

looks great but is unstable and feature poor. As the

product matures, it stabilizes over timebut eventually the

technology begins to lag, until one day the software must

be completely overhauled. Then the cycle starts all over

again. This is the typical technology adoption life cycle and

we think it is an incredibly disruptive and inefficient way to

deliver software.

When their software reaches the end of its life cycle,

state and local governments are often faced with costly

re-licensing for the next generation software or they have

to begin a lengthy and costly RFP cycle. Even if they were

provided the next generation software free of charge, they

face extensive, disruptive and costly training for their staff to

learn how to use it.

Keeping clients current with incremental introductions of technology

Perpetual upgrades and our evergreen philosophyOur competitors havent figured out how to avoid the dips of this

technology adoption life cycle. But we have!

Tyler solved this dilemma years ago. Munis clients get industry

leading technology that is continually enhanced through a

perpetual upgrade process we refer to as evergreen. It is a steady

stream of significant yet manageable changes deployed with

minimal disruption to our clients operationswith no

re-licensing fees. We add the newest technologies while

maintaining the integrity of our core business logic, without having

to completely rewrite our code. This incremental introduction of

new technologies results in a product that always has functional

innovation with the practical application of technology that is in

line with client needs.

This ensures you always have the right tools to save money and

work more efficiently. And this is how even the earliest Munis

clients continue to use current technology and releases of Munis

today, all as part of their standard maintenance agreement.

Our track record speaks for itself. As they became available, we

integrated Web technologies for self-service applications and

product hosting. We incorporated workflow technologies and

bi-directional integration between Munis and Microsoft Excel.

We utilized Microsoft SharePoint, Microsoft .NET and the

Microsoft Office Communication server. And today we deliver

Munis in 100% Microsoft Silverlight technology, we utilize data

cubes and pivot tables to deliver business intelligence, and more.

And we are continuously moving forward with the introduction of

technologies that will enhance our clients experience and help

them deliver the services technology-savvy citizens expect.

Quality releases with powerful administration toolsAs Munis evolves, Tyler makes it easy for clients to maintain current

technology with minimum disruption to operations and no need for

costly retraining. Tyler Technologies employs a comprehensive and

easy-to-use Release Life-Cycle Policy for its Munis ERP software.

Our release life-cycle policy is designed to balance our clients

need for flexibility and stability, while meeting the demands for

strategic product enhancements.

We provide complete transparency throughout the life cycle. Our

clients may use the Munis Release Administrator to access our

work ticket system that provides real-time status information on

enhancements and open and closed support issues. In addition

to the status of an item, it also provides information on

configuration, requirements and considerations.

Staying on top of system enhancements is easy. The

Munis Internet Update allows system administrators to

periodically check for and download updated Munis

code. It keeps a running history of all releases, and

maintains log files and rollback options. System

administrators use this utility to update all files or

optionally to select from available updates, including

custom code that has not been generally released.

StabilityWe recognize the careful consideration that accompanies your investment

in a software solution. You desire exceptional products, but you also want a

strong and stable business partner.

Tylers stability rests in the controlled growth strategy that we have carefully

designed and executed over the years. Weve experienced steady growth

through sales, service and product development, as well as through strategic

acquisition of viable companies that expand and enhance our suite of

products. Weve established a clear path for our future by focusing on:

Expanding geographically

Securing larger, more complex opportunities

Broadening our product offerings

Extending existing client relationshipsTyler is publicly traded on the NYSE under the symbol TYL. As such,

we operate with regulatory oversight that ensures a high degree of

accountability and transparency, just like the clients we serve. As a client,

you have full disclosure of our financial standing and as such, can see for

yourself that Tyler is financially stable and has the resources to provide you

with the exceptional products and services your desire.

Commitment by the numbers 1966 TylerTechnologieswasfounded

1981 FirstimplementationofMunis

2000+ Employeesdedicatedtopublicsector productsandservices

10.3 Percentofmaintenancerevenues* usedtofundR&D

4325+ TylerERPclients

1200+ TylerERPclientsusingMunis

30 YearsofsuccessfulMunisimplementations

* based upon 2010 figures

A strong future based upon stability, credibility and commitmentStability. Credibility. Commitment. These are the solid, proven fundamentals upon which weve built

our productsand our company. They are the attributes that made us the largest company solely

dedicated to providing products and services to the public sector. And they are the attributes that will

position Tyler as a market leader well into the future.

CredibilityFounded in 1966, Tyler Technologies has an impressive

track record of success. Our success is a direct result of our

credibility in the marketplace. Our reputation is built upon

delivering what we promise: completing our implementations

on time and on budget, keeping your investment in

Munis current through our Evergreen approach to product

development and providing standards setting client support.

The first installation of Munis was in 1981. Today we have

more than 1200 successful implementations of Munisa

track record of 30+ years of steady growth. We got to where

we are by remaining true to our mission and true to our

clients.

Tyler has been named one of Americas 200 Best Small

Companies for three consecutive years by Forbes Magazine,

included in Software Magazines Software 500 for three

years in a row and previously been recognized by Audit

Integrity, an independent research firm, as one of Americas

100 most trustworthy companies. These achievements point

to our credibility in the marketplace and our commitment to

delivering the best products and services to our clients.

CommitmentWhen your entire business is built upon the needs of a single

industry, you make sure that everything you do is completely

in alignment with the needs and goals of that industry. For

us, that means our exclusive focus is on the public sector

and we never waiver. And while others list public sector as

just one of many vertical industries served, 100% of Tylers

short and long-term commitments are to the public sector.

We are proud of our investments in our products and

services. We employ more than 2000 experienced

professionals who are dedicated to the products and services

you use every day. Many of them have experience working

for organizations just like yours. That kind of experience and

dedication is crucial to providing the feature-rich, highly

functional, integrated products and essential services that

help you perform at your best.

The level of investment Tyler continues to make in products

like Munis is significant. In 2010 our total R&D expense

as a percentage of maintenance revenue was 10.3%. The

dollars that our clients invest in our products are used to

enhance the very same products they usenot some other

vertical industry. This kind of commitment to product

enhancement and development ensures that the products

you use are leading the industry.

Our commitment to the 4,325+ clients currently using

a Tyler ERP solution is just the beginning. That number

continues to grow year over year. Tyler is the market leader in

both ERP market penetration and new product selections.

With the strength of our client-base and the resources we

devote to improving our products and services, Tyler fully

expects to maintain our leadership position well into the

future. That means that when you select a product like

Munis today, you will still have a viable product in 10 years,

20 years, and longer.

* based upon 2010 figures

Learn how Munis can empower your organizationThe Munis ERP Solution includes Financial Management, Human Capital Management and Citizen Services and

Revenue applications. Detailed information on our products, services and technology are available upon request.

Call us for a free Investment Assessment Our consulting experts spend one to three days (depending on your organizations size, complexity and scope of modules needed)

showing you how a new ERP system can be the backbone of your operation. Well highlight new technologies and best business

practices that improve efficiencies and ultimately save you money.

Visit us on the Webwww.tylertech.com

Call us at1.800.772.2260

Follow us on

Software that thinks like you do.At Tyler Technologies (NYSE: TYL), we have a single mission: enable local

governments to be more efficient, more accessible and more responsive to the needs

of citizens. Thats what we do. And thats all we doin partnership with more than

9,000 clients, including local government and school offices throughout all 50

states, Canada, Puerto Rico, the U.S. Virgin Islands, Guam and the United Kingdom.

Tyler Technologies is a leading provider of information management solutions and

services for the public sectorand Tyler is the largest company in the country solely

dedicated to providing software and IT services to the public sector market.

MU-OV-BR-2243-0311

The Tyler logo and design mark are registered trademarks of Tyler Technologies, Inc. 2011, all rights reserved.