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Implementation of Electronic Right-of-Way Management Systems Versus Paper Systems

Appendix B - Detailed Agency Questionnaire

Note: The first set of questions pertains to electronic systems while the second set of questions pertains to paper-based systems. All or parts of both question sets may pertain to agencies with "hybrid" systems

Interviewee

1. Please provide your name, agency unit and title.
2. How long have you been with the agency? In your current role?
3. How long have you been in the public sector real estate profession? What other roles did you have with your agency or within public sector real estate prior to your current position?
4. Please provide a brief description of your responsibilities.
5. Please briefly describe any prior experience you may have had with the implementation and use of automated systems in prior roles or with a prior agency?

Electronic System

System Information

6. Is your system a custom-developed solution, a commercial off the shelf application or some combination? If a commercial off the shelf application, what is the vendor solution?
7. Please briefly describe how each of the following business processes are supported by the system:
   1. Identification and inventory of potential parcels and other property interests within a proposed project
   2. Assignment of appraisers including potential selection of contract appraisers
   3. Completion of appraisal, appraisal review and determination of just compensation
   4. Selection and management of consultant negotiation agents
   5. Managing and tracking negotiations with property owners
   6. Managing and tracking condemnation proceedings
   7. Closing and obtaining access to the property
   8. Demolition or other activities assigned to the right-of-way unit
   9. Residential relocation
   10. Business relocation
   11. Property management
   12. Disposition (lease/sale) of excess right-of-way
   13. Other business functions (utility relocation, outdoor advertising, etc.)
8. Does the system automate the generation of required documents? Please describe briefly how this functionality works.
9. Please describe briefly the work flow capabilities available within the system?
10. Is the system integrated with any other systems within the agency (e.g., document management system, financial management system, geographic information system, etc.)? For each major integration point, please describe the types of information exchanged between systems.
11. Does the agency use other methods to support its right-of-way processes in addition to the installed system?
12. How does the agency handle documents that require signatures for Federal and State compliance?
13. How many and what types of users have access to the system?
    1. Do consultants have access to the system and if so for what functions?
    2. Do any funding partners (FHWA Division Office, State DOTs for a local public agency, etc.) have system access and if so for what functions?
    3. For state DOTs - is the system available for use by any local public agencies for Federal or State funded projects?
    4. How is access controlled for internal and external users?
    5. What job aids (user documentation, online help, etc.) are available for users to facilitate system use? How helpful do you feel these various job aids are in assisting users?

Implementation Parameters

14. Did the agency conduct a feasibility analysis prior to implementing the system? If yes, what did the analysis consist of?
15. How did the agency come to a decision on whether to use a custom-development or an off-the-shelf solution (e.g., cost, meeting data requirements)?
    1. What were the key decision-making factors and considerations?
    2. How, if at all, were agency staff and input involved during the decision-making process?
16. . If the agency conducted a benefit-cost analysis, how was this factored into the final decision?
    1. What were the expected benefits from the new system?
    2. Would you be willing to share a copy of the benefit-cost analysis with the research team?
17. . How long (years/months) did the implementation process take place?
18. . Was the system implemented in phases or at one time?
19. . Did the implementation effort include any of the following activities:
    1. Business process re-engineering either before or during implementation
    2. Development of formal requirements prior to system selection, design and implementation
20. . Was a consultant used to facilitate the implementation process?
    1. If so, how were responsibilities divided between the consultant and agency staff?
21. . What was the total cost of implementation (hardware, software, custom development, data conversion, etc.)?
22. . What were the primary challenges during implementation and what steps did you take to address these challenges?
23. . What was the training strategy utilized to prepare users for transitioning to the new system?
    1. What was the training method (classroom, online, etc.)?
    2. How were courses divided (by functional area, etc.)?
    3. Who developed the training materials (in-house, provided by the vendor, etc.)?

Post-Installation

12. What is the estimated annual cost to maintain the electronic system (software licenses/maintenance, hardware maintenance, consultant or in-house staff, etc.)?
13. Has your system gone through any upgrades within the last 5 years? If yes, what was the approximate cost of these upgrades (software, hardware, professional services, etc.)?
14. What upgrades, if any, are planned for the future (e.g., adding additional functions)?
15. Please describe your assessment of user acceptance of the system? (i.e., satisfied, not satisfied)?
16. Does the system meet the agency's key needs in managing the right-of-way process? If no, what are some of the major gaps in system functionality?
17. What are the key strengths and weaknesses/limitations of the system?
18. To what extent are the expected benefits that were established prior to implementation being achieved (see Q.10a)?
19. After having gone through the implementation process, is there anything you would have done differently?
20. What are some of the major lessons learned and key takeaways you would want to share with another state planning an electronic system?

Paper-Based System

1. How long has the system been in place?
2. Please describe how the paper-based system supports the following business process areas:
   1. Identification and inventory of potential parcels and other property interests within a proposed project
   2. Assignment of appraisers including potential selection of contract appraisers
   3. Completion of appraisal, appraisal review and determination of just compensation
   4. Selection and management of consultant negotiation agents
   5. Managing and tracking negotiations with property owners
   6. Managing and tracking condemnation proceedings
   7. Closing and obtaining access to the property
   8. Demolition or other activities assigned to the right-of-way unit
   9. Residential relocation
   10. Business relocation
   11. Property management
   12. Disposition (lease/sale) of excess right-of-way
   13. Other business functions (utility relocation, outdoor advertising, etc.)
3. How are required documents prepared? For example are their standard templates available in office automation software, etc.?
4. How does the agency handle any required approval/sign-off processes where multiple people need to review a document? Is any automation such as email used in conjunction with the paper system?
5. How is any required information that is needed by other systems within the agency provided (e.g., financial management system, etc.)?
6. How is information for which other agency systems may be the system of record (for example project information and project status) obtained, documented and kept up to date in your paper system?
7. How do external users request access to right-of-way information?
8. What procedures are in place for the internal staff to access and update right-of-way information?
9. Please provide an estimate of the annual ongoing maintenance and labor costs of the paper system?
10. What features of your system work best?
11. What challenges and limitations do you see with your current manual/paper process? How could technology help you address these challenges?
12. What is the general user acceptance to your paper-based system (i.e., satisfied, not satisfied)?
13. To what extent have you evaluated implementing a more automated system? If yes, what are some of the reasons you have not yet moved forward with a new system?