Hayward council authorizes move forward with Tyler customer information system

Hayward city staff recommended the Tyler customer information system as the preferred vendor for billing and utility management, and the council authorized staff to proceed with Tyler on May 13.

Staff told the council Tyler carries higher upfront costs but is expected to be cost-effective over time, and that neighboring Iowa municipalities using Tyler provide implementation and support context. The city would run the new system in parallel with its existing software during conversion, which staff said could entail keeping both systems for about a year. Staff noted a discount connected to Missouri River Energy Services membership and emphasized Tyler’s familiarity with Iowa reporting requirements.

Councilors expressed concern about contract language guaranteeing limits on future fee increases; one councilor said a competing vendor’s quote included a stipulation capping increases at the consumer price index or 4 percent, and the council did not find an equivalent clause in Tyler’s materials. Staff said they would follow up with the vendor to seek contractual assurances on fee escalation but that authorizing the move forward would not constitute final contract approval. The council voted 4-0 to proceed with Tyler as the recommended vendor; staff will return with contract-level details for legal review and final approval.

Next steps include verifying fee-escalation language with Tyler, completing legal review of the engagement contract, and planning a phased conversion that preserves customer service continuity during the transition.