City's computer upgrade marked by delays, rising costs

But after a failed first attempt to implement the software in the city’s Building & Safety division, which makes up roughly 70% of the software’s users, they moved on to the Fire Department, pushing the completion date to fall 2010.

Many of the additional costs have been tied to converting data from the old system — the cost of which was far underestimated by Glendale and EdgeSoft officials — and so-called “department punch lists,” changes requested by city employees that they said were needed to do their jobs.

With the original project budget exhausted, officials have had to turn to additional funding sources to pay for the software change over, including a so-called “technology surcharge” added to all city permits — 6.8% of assessed fees.

Fraga this week acknowledged that there were problems with the software’s initial implementation, but said that he determined in 2009 that the product was overall a “good software” and worth pushing ahead. In turn, Fraga worked with EdgeSoft on a new timeline and project structure, which he said produced far better results.

“It worked better than I had hoped,” he said.

Building Official Stuart Tom — who in April fired off an email to Information Services after the Los Angeles County Assessor’s Office failed to get required information after the system switch — said this week that the glitch had since been resolved.

Tom, one of the software’s loudest critics in the initial implementation, said it has since exceeded his expectations.

“What we are finding right now is the tool is now able to do things the way we want it to be done,” he said.

Some delays remain ongoing. Even after the EdgeSoft installation for the city clerk’s office was pushed to the end of 2010, the work is only now starting.

But despite the initial hurdles and missteps, officials say the software will increase efficiency throughout City Hall.

“The idea that this has somehow cost the city a great deal more just isn’t the case,” Fraga said. adding that “in the end, the cost-benefit to the city is going to be very, very high.”