Project: Enterprise Case Management Software Procurement

[amenity]

Solicitation of an Enterprise Case Management solution for the future of licensing, permitting, inspection, and enforcement to replace the current AMANDA tool and the AB+C Portal.

Background

The City of Austin’s Licensing, Permitting, and Inspection tool, AMANDA (AKA Enterprise Case Management) is managed by the city’s Communication and Technology Services Department (CTM) and is used by 13 city departments. AMANDA has been in use for 2 decades and during that time has been over-customized to the point the city can no longer make configuration updates without destabilizing system performance.

TPW uses AMANDA to process 34,000 cases annually and DTS maintains a staff of 5 augmented contractors to manage our system features at a cost of $730,000 per calendar year. AMANDA requires significant resources to maintain, update, and develop in. Additionally, multiple ancillary tools have been purchased to add capabilities AMANDA doesn’t provide, which adds to the overall cost and risk to maintain these tools.

CTM is managing this project in cohort with the solicitation steering committee. Each department director was tasked with identifying one steering committee member; for TPW this is Tracy Linder.

Scope & Deliverables

The project steering committee will help to validate and supplement requirements provided by Gartner with stakeholders across the City of Austin. We will develop solicitation artifacts to select a licensing, permitting, and inspection solution for the City of Austin.

In-scope elements are:

• Scope of Work Document
• Functional Requirements
• Technical Requirements
• User Stories
• Solicitation Instructions
• Final solicitation
• Evaluation Criteria
• Vendor Demonstrations
• Reference Checks
• Vendor evaluation and scoring
• Vendor Selection
• RCA
• Executed Contract

Desired Outcomes

This procurement of a new Case Management solution will allow the enterprise to move forward with implementation, which will be captured as the second phase of the ECM Replacement.

Timebox

This project formally kicked off in January 2024. We anticipate selecting a solution by the fall of 2024 and an executed contract by the end of the calendar year.

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This Github issue represents a project of Transportation Public Work's Data & Technology Services team. Project status is documented regularly in the comments below.

[amenity]

Notes from 10/5/22 meeting with ROW.

[TracyLinder]

Update

Currently CTM-AMANDA is reviewing the statement of work for the RFI. TPW will review the SOW when it becomes available, and provide feedback before the RFI is published. We've also onboarded a new BSA to assist with this project.

[TracyLinder]

Update

This project is considered on hold. The project team members and resources are the same for The COA Citizen Portal Replacement and FY24 Fee Season; we don't have the capacity to do all three concurrently. TWP is still expecting to have the opportunity to review the draft SOW; according to CTM this will be available by June 15th. This project will resume after the Citizen Portal is stabilized; around Sep/Oct.

[TracyLinder]

Project Update Aug 18, 2023

This project is still in procurement review with CTM and Purchasing. TPW has not been provided a SOW for review. Internally TPW hired a Sr BSA to begin compiling documentation. We are focusing on identifying one-off TPW AMANDA users that we aren't aware of so we can perform user research with them and be sure their needs are captured in the solicitation.

[TracyLinder]

Project Update Feb 12, 2024

The procurement phase of this project relaunched this month. Gartner has been contracted to lead the review and finalization of the 800+ acceptance criteria and assist the city with creating a statement of work. TPW will review the functional criteria with Gartner this week, 2/15/24. This will be our last opportunity to provide feedback prior to the solicitation posting.