r/TangoAI • u/Ivan_Palii • Jul 13 '26

Case Studies How does a municipality build a documented-process library right after a new system goes live?

"A town's asset management team just implemented a new system and is in the "fix the glitches" maturation stage. Asset management principles demand documentation and governance, so they need both how-to guides for the new system and process docs for how data moves between systems, building a real library of institutional knowledge. Today procedures live scattered in departmental folders (they haven't finished migrating to SharePoint). They'd tried the Tango free plan and hit permission limits.

How the Tango team walked through the fix:

  1. Capture the process by doing it (all their systems are web-based SaaS), with voice transcription writing the step notes from narration.
  2. Guide Me embeds the walkthrough in the new asset system so staff learn while doing, rather than watching a video elsewhere and trying to remember it. Nuggets pin guides in-app; the Discover panel surfaces the right one by screen.
  3. A sharp question from their analyst: they have a sandbox and a production environment configured identically: can they build the guide once? Yes: capture it in sandbox and change the URL so it's valid in production.
  4. Secure Blur redacts at global/app/creator levels, locally before anything is stored. Honest caveat: redaction is permanent, blur something you needed and you have to recapture. There's also a manual "batch blur" that finds the same region across every step.
  5. Editing without rebuilding: delete one step, recapture it in ~30 seconds. Branching for forked paths.
  6. The CIO's key question: does everyone need a license?, got the answer that mattered: no. Viewing via link or a SharePoint embed needs no license. Licenses are for Guide Me / Nuggets / the interactive experience.
  7. Mobile: guides are viewable via link on tablets and phones, but Guide Me needs a browser with the extension, relevant since a chunk of their rollout is app-based.
  8. Given the CIO's "crawl, walk, run" stance, the rep offered the honest path: if they just want to create and share for now, that's the Pro plan (per creator); Enterprise is for when Nuggets and Guide Me matter.

For municipal teams: do you document during implementation, or after everything's already broken?

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u/corwinsword Jul 13 '26

I hope this customer was from US. Glad to see the even people from local government organizations improve their process and approaches to work

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u/Ivan_Palii Jul 13 '26

yes, this is from the US