City of Asheville’s technology roll out increases efficiency across departments

November 5, 2010

In an organization of more than 1,000 people, speedy and accurate information flow means not only increased efficiency but also real dollars. That’s an underlying theme that emerges when City of Asheville employees talk about the recently launched technology upgrade that provides not only swifter access to data but also easier communication between city departments and city customers.

The Munis system purchased by the City of Asheville from Tyler Technologies grew out of a 2009 commitment by Asheville City Council to fund a Business Technology Improvement Project to replace the organization’s aging mainframe-based system with a state-of-the-art streamlined tech upgrade.

The new system is targeted to business transactions within the city’s financial, human resources, contract management, purchasing and inventory, and utility billing functions. Dramatically eliminating paper forms in favor of digital ones reduces the time spent on each step of a transaction such as a business license application, as well as the time it takes to navigate the approval process. In a summary he wrote for the City of Asheville’s E-News in 2009, Information Technology Services Director Jonathan Feldman noted that experts estimate the switch can save more than $3 in staff time and material costs per form.

“It reduces the staffing needed for these processes, and it reduces redundancy.” Feldman says, adding that more accurate and accessible data means that city departments can close revenue gaps that may have been difficult or impossible to find with a paper-based system.

The system has been deployed in all city departments, with department heads and employees meeting with the IT department and experts from Tyler Technologies to determine how best to apply the software in their departments. In January, the city’s payroll division will join the offices using the system, followed by utility billing in July.

And like the city’s MapAsheville GIS mapping system developed in 2006, the city’s use of the Munis system will continue to evolve as more and more applications for the technology emerge.

“It’s pretty massive,” Feldman says. “It’s not just IT doing this. It’s a huge collaboration. Each department has to take ownership of how it applies to their product.”

Development Services Director Robert Griffin praised the upgrade as a boon for his department, which is in charge of processes like construction permits and business licenses. Griffin says the Munis system cuts down on the time it takes for a business privilege license to be processed, and even sends him emails when there is a form that needs his attention.

“It allows us to be more efficient and more responsive to the outside customer,” he says.

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Filed under: Building Safety,City Council,City Departments,City Managers,City Officials,Civic Center,Finance,Human Resources,Information Technology,Legal,Parks, Recreation and Cultural Arts,Planning and Development,Public Works,Transportation,Water Resources

Tags: Development Services, Munis

4 Comments Leave a Comment

  • 1. City of Asheville payroll&hellip  |  January 31, 2011 at 11:37 am

    [...] digital work orders and business license applications, that make up the cross-departmental Munis system. All of these moves, Information Technology Director Jonathan Feldman says, increase the [...]

  • 2. Bryan Todd  |  March 17, 2011 at 5:44 pm

    I remember trying to pull permits used to take forever. Heaven forbid that the permit request was misplaced and the job was lost due to this. Getting a quick response back has been huge for business and quicker for me to complete jobs as well by not having to wait on permits. The savings of this goes farther than just this particular office.

  • 3. Michael  |  March 22, 2011 at 8:26 am

    Thank you for your information…

  • 4. Guru MasterClass Bonus  |  August 17, 2011 at 12:36 pm

    What a beautiful city you have! We were so impressed when we went through in the spring. It is no wonder that you have survived so well in this economy.

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