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Enterprise council presses for technology roadmap, questions Tyler Technologies progress
Summary
Council members urged a concrete roadmap and timeline for online services after repeated delays from their software vendor, Tyler Technologies, and said staff will pursue alternatives and request the vendor meet locally in March.
Council members of the Enterprise City Council on Tuesday pressed staff and their software vendor for a clearer timeline to finish online permitting, business‑license renewal and other digital services, saying repeated delays have frustrated residents and slowed internal operations.
The push came after a sustained presentation by a council member who reviewed past problems with the vendor and recommended convening a dedicated work session and third‑party project management to develop an actionable plan. “They have a net promoter score of negative 40,” the council member said of Tyler Technologies, adding that some jurisdictions have been years behind schedule after large Tyler rollouts.
City staff acknowledged ongoing issues but said they have engaged Tyler at higher levels. “We have a brand new account rep now with Tyler Technologies, and she is actually going to be coming here in Alabama to Enterprise in March,” a city representative said, adding that the city is also actively pursuing alternatives for permitting and a 3‑1‑1/work‑order system.
The council member urged a phased approach: identify the most critical missing features, set milestones and consider a short‑term stepping‑stone solution that can launch quickly while the city evaluates long‑term options. Staff noted the municipal financial platform (a Munis module) functions well but that other modules promised during prior upgrades remain incomplete or delayed.
Council members and staff listed desired capabilities: a full online business‑license application and payment flow, the ability for residents to report issues via phone or app with GPS and photo attachments, integrated work‑order tracking, and a public‑facing status update for reported problems. Multiple members also recommended commissioning an independent cybersecurity assessment before expanding online payment and data collection.
Staff said they will seek a written project roadmap and milestones from Tyler’s project manager, invite the new account representative to meet the council in March, continue to evaluate third‑party integrations (examples cited included CivicPlus and OpenGov) and return with options for a dedicated work session on modernization.
The council framed the discussion as an effort to improve customer service and operational efficiency, not as a final decision to terminate any vendor. The work session and vendor meeting were set as next steps.
