Meet the City of Fayetteville, North Carolina
Fayetteville, North Carolina, home to Fort Liberty and over 200,000 residents, delivers municipal services across 16 departments. City leaders wanted faster, more transparent services while giving staff tools to work smarter. Their workforce takes pride in serving neighbors, but outdated paper processes held them back from the efficiency they needed to deliver.
Daily Detour: When Paper Slows Progress
Contracts Trapped in a Three-Week Cycle
Contract approvals took three to four weeks. An administrative assistant physically walked documents to 12 departments, collecting signatures one by one. When someone was out, the entire process stalled. Multiple contract versions circulated simultaneously, creating confusion about which contained the latest changes.
“We didn’t know what was signed,” recalls Melissa Jenkins, IT Project Manager. “We’d have multiple contracts and several paper ones circling different offices.”
A Police Department That Wouldn’t Trust Digital
Officers stored case files on thumb drives and felony folders in Access databases. A lost thumb drive exposed the security vulnerability. Database crashes threatened critical investigative work. Despite IT’s pitch for a secure digital platform, police leadership remained skeptical.
“They didn’t trust it and didn’t think it was secure,” Jenkins explains.
Back in 2008, the city manager challenged departments to go paperless. The City Clerk’s Office, Engineering, and HR purchased Laserfiche, but adoption stopped at three departments. Others continued paper workflows, unaware of what the technology offered.
About our Client
CLIENT NAME:
CHAMPION:
Melissa Jenkins
IT Project Manager
Dwayne Campbell
CIO
POPULATION:
est. 208,500 residents
SOLUTIONS:
Measurable wins across the board
Agencies face pressure to deliver faster services with limited resources. MCCi helps municipalities implement secure, scalable solutions without overwhelming IT teams. Our consulting and best in class support make adoption effortless.
The Solution: Proof Over Promises
Turning Skeptics into Believers
When the Police Department’s thumb drive and database crises hit, Jenkins returned with proof. She demonstrated military-grade security, restricted access controls, and automatic backups that eliminated data loss.
“I showed them that it’s very secure and that they could put their felony folders inside of Laserfiche,” Jenkins says. “When I showed them how they could use security tags to make things even more secure, they completely bought into it.”
The department became the city’s largest user. Officers created a house check form for vacation property monitoring. Forensics consolidated four request forms into one with intelligent routing.
Intelligent Contract Routing
Jenkins designed routing with approval thresholds built in. Contracts under $90,000 route to Deputy City Managers. Higher amounts go to the City Manager. Department directors, legal counsel, and budget officers see complete contract history and comments in their digital queue.
“There’s only one contract, entered into the system, and we can go back and review it at any given time,” Jenkins notes.
Training That Multiplies Impact
Jenkins trained key staff who became champions. A forensics technician trained all detectives. No IT needed.
“It’s an effortless application to use,” Jenkins says.
As requests flooded in, MCCi consulting services provided implementation support that integrated seamlessly with city staff.
“We were getting more requests than we could handle,” Jenkins admits. “When they called and said, ‘hey, we have a solution,’ we jumped on it.”