Category Archives: Risk Mitigation

Explain the backup process of our data, is it stored off site, etc.?

Citizenserve community development software is hosted in two main data centers. One in the Southwest, the other in the Northeast. Both data centers have a 100% up time service level agreement (SLA). These data centers are also SSAE 16 complaint and audited by a public accounting firm. Application and database servers are continuously replicated. Data backups are maintained indefinitely in a perpetual archive in the event it is necessary to retrieve data that may have been deleted at a point in time. A third disaster recovery location is also maintained in the event of a system-wide failure with the data centers. Citizenserve has a 13 year history maintaining 99.99+% up time.

Modular E-Government Data Center

Citizenserve Data Center

Does your firm complete the implementations of the product being proposed or is this effort outsourced?

All Citizenserve implementation and support staff are full-time employees of the company. Your implementation staff will also be the support staff you will be working with on a long-term basis. We have found it beneficial to have people familiar with your permitting and licensing processes to be involved with ongoing support. So continuity in who you are working with is a positive aspect of the Citizenserve approach.

How do you propose to keep the Project on task?

The best approach we have found is to have one or two scheduled meetings per week during the setup. This is per permitting or licensing department. Each department can be implemented separately. We start the weekly meetings once we are 50% complete with the respective department setup. The meetings are basically a walk-through of the setup. This way the users can see and work with the system while the setup is being completed. This approach keeps the permitting and licensing software end-users involved so there is 100% buy-in with the application setup, fee calculations, workflow processes, inspection forms, letters, etc. End-users involved in the setup meetings rarely need much training because they were involved in the setup process.

Building Permit Software Risk Management

There is a reason most IT initiatives fail, especially in government where budgeting is necessarily fixed. The community development department staff needs to come up with permitting software requirements and plan for an annual budget. The building permit software requirements determine a scope for the work the permitting software or licensing software vendor is to perform. Once the scope is complete the traditional permitting software vendor needs to move on to the next project and the community development staff is stuck with whatever was delivered for the budget. The permitting software vendor typically provides support within the project scope to fix bugs or issues under a maintenance…