• Cobb County, Georgia: In August 2024, a Judicial Emergency was declared after a software conversion led to serious disruptions in the Superior Court Clerk’s Office. Issues included inaccurate scheduling, incomplete documentation, and problems retrieving case information, which threatened litigants’ constitutional rights. As a result, the Chief Judge suspended court deadlines for 30 days to mitigate the impact on due process.
• Dallas County, Texas: Tyler Technologies’ Odyssey case management system caused major disruptions. Mismanagement and inadequate training led to delays in case filings, court operations, and inmate releases (resulting in two inmates being awarded $160,000), causing widespread operational failures across the county’s legal infrastructure. The rushed implementation without sufficient testing exacerbated the issues, leading to severe consequences for detainees and staff.
• Bexar County, Texas: Software glitches caused significant operational challenges and delayed the release of inmates, including a disabled veteran held past her scheduled release date and deprived of necessary medication, which resulted in severe distress and health complications.
• North Carolina (Wake & Lee Counties): The eCourts system rollout led to repeated unlawful detentions and profound legal and operational challenges in the state’s judicial system due to system errors. The federal lawsuit stated that the “launch has caused people to spend days or weeks longer than necessary in jail,” […]  “Others have been arrested multiple times on the same warrant — even after their charges have been dismissed by a judge.”
• Lubbock County, Texas: Tyler Technologies’ Odyssey system caused wrongful detentions and delays in accessing court records. Defense attorneys struggled to represent clients effectively, creating frustration and operational bottlenecks in legal proceedings. One trial attorney referred to the rollout as “an absolute debacle.”

These examples highlight how ERP rollouts can severely disrupt mission-critical systems, particularly in sectors like criminal justice where system failures can directly impact lives.

ERP challenges are not unique to Tyler Technologies. Cost overruns, scheduling delays, and go-live issues are common in this space. For instance, Revlon’s 2019 SAP rollout led to production stoppages at their Oxford, NC manufacturing facility. This caused millions in lost sales and additional expenses incurred to expedite shipping. Similarly, Birmingham City Council in England experienced a £19 million ($25 million) Oracle ERP and HCM project balloon to £131 million ($173 million) due to significant delays and system integration issues, resulting in serious financial misreporting.

Steps to Ensure Success in ERP Rollouts

1. Comprehensive Planning and Stakeholder Engagement: Engage all stakeholders from the start—IT professionals, legal experts, business leaders, and end-users. Define clear objectives and align teams through proper program management.
2. Agile Planning, Testing and Pilot Programs: Test the system rigorously in real-world scenarios before a full rollout. Pilot programs help uncover issues early in controlled environments.
3. Robust Business Continuity Planning: Develop backup systems, data recovery processes, and contingency strategies to maintain operations during system failures or downtime. As we’ve seen, issues arise, and workarounds to avoid service interruption can be a lifesaver.
4. Ongoing Training and Support: Provide comprehensive training for smooth adoption and continuous support after deployment. Equip users with best practices to leverage the system effectively.
5. Transparent Communication: Maintain open communication with stakeholders throughout the project. Encourage feedback and address concerns promptly to build trust and ensure the project’s success.

By following these steps, organizations—whether in the public or private sector—can mitigate the risks associated with ERP rollouts. ERP rollouts are crucial but complex endeavors. The key to success lies in meticulous preparation, thorough testing, and active stakeholder involvement to ensure potential failures are addressed before they cause operational disruptions or legal liabilities.