As we modernize and update the AMANDA platform that powers our TRACS system, the TRACS system needs to be static. Until December 1, 2019, we are implementing freezes in changes to the TRACS system. Read on for more information on how this moratorium may impact your work.
Why a moratorium?
In the process of modernizing and upgrading the AMANDA platform, the existing TRACS system will soon need to be static. This is just like replacing the crumbling foundation under an old house. To efficiently lift the house from the outdated foundation and replace with a stronger foundation means the house footprint needs to remain fixed. While the POPS Team moves the TRACS database from the existing version to the latest version, AMANDA, we’ll need your help and patience.
What does the moratorium mean for you? When is it happening?
During the TRACS Moratorium, requests for new features, enhancements, and new functionality must be submitted via a HelpDesk ticket. City Council mandated changes will be implemented, but non-mandated requests will be evaluated by the POPS Team and findings will be reported to the Working Functional Oversight Team (WFOT). The WFOT will determine whether the request merits implementation or should be placed on the backlog list for prioritization. If the WFOT reaches an impasse, the request decision will be escalated to the Co-Sponsors Rebecca Esau, BDS Director, and Jeff Baer, BTS Chief Technology Officer, for a decision.
Until December 1, 2019, Help Desk requests we receive for new additions to the TRACS system will be considered once the new foundation work is finished. City Council mandated TRACS changes will be evaluated, with findings reported to WFOT and the Co-Sponsors. The Co-Sponsors will negotiate revised go-live / implementation dates with Development Directors, Chiefs of Staff, Commissioner(s) in Charge or the Mayor prior to TRACS work beginning.
When the moratorium ends, the Working Functional Oversight Team will use the governance model to prioritize backlogged requests. The criteria will focus on a cost-benefit analysis of value added to the system, end users, and external customers.
TRACS Support During Moratorium
You will continue to receive TRACS HelpDesk support during this transition for break/fix issues.
A break fix issue is a process in TRACS that has been working as designed and for whatever reason, has stopped working. These are necessary fixes needed to continue normal business operations.
Examples of break fixes include:
- Configuring or deactivating user accounts;
- Generating inaccurate or incomplete data from documents or reports;
- User attempted action resulting in fees generating incorrectly, incorrect folder status, etc.;
- Missing or duplicate process line; or
- Triggering an administrative hold.
During the moratorium, all break fixes will be addressed without being added to the backlog. The TRACS Support Team will maintain efficient triage during this time by requiring a HelpDesk ticket to be opened first to report any issue. Until December 1, 2019:
- No email, phone call or in person requests will be accepted by the support team. The support team will prioritize the tickets and assign them to the appropriate resource.
- In the case that you need to discuss an issue with a TRACS consultant, you must submit a HelpDesk ticket requesting a TRACS consultation.
- For TRACS Emergencies in the Development Services Center where a customer is waiting, please follow the existing process of logging a priority one HelpDesk ticket and calling the TRACS hotline.
An exception process is available for non-mandated requests using the Exception Process Application Form. The process provides an evaluation mechanism for urgent mission critical changes to TRACS. Exception requests must demonstrate that shifting resources to the request justifies impacts and potential delays to the AMANDA go-live date. To apply for an exception, complete the Exception Request Form and submit to the Co-Sponsors. The Co-Sponsors will determine if the POPS Team should be diverted to evaluate the non-mandated request. At the Co-Sponsors direction, the POPS Team and the WFOT evaluate the request. Findings are provided to the Co-Sponsors to render the decision. Exception requests that do not meet the criteria are added to the backlog list for prioritization. Approved exception requests are quantified for impact to the project and communicated directly to City leadership prior to work commencing.