A Colorado city transitions to a modern CIS platform

A mid-sized municipality in Colorado was ready to modernize its legacy Naviline software and transition to a new Customer Information System (CIS).

The challenge

The city recognized that a new CIS would require more than a technology upgrade—it needed a thoughtful strategy incorporating business process redesign and organizational change management (OCM). With a wide array of vendor options and evolving industry standards, the city wanted an experienced firm to guide them through system replacement.

As a trusted, vendor-neutral consulting firm with deep experience in utility billing and CIS transformation projects, BerryDunn was selected through a competitive RFP process to lead the city through a full evaluation, procurement, and implementation process.

Our approach and methodology

BerryDunn applied a standardized, yet tailored approach built around stakeholder collaboration and practical insights that included the following:

• Needs assessment and gap analysis: Using targeted interviews, documentation review, and a customized Strengths, Weaknesses, Opportunities, Threats (SWOT) survey tool, our local government team gathered input across departments to assess the limitations of the legacy system and document functional, technical, and integration needs.
• Functionality analysis and budget planning: We delivered a Functionality Analysis Report summarizing business impacts, integration considerations, staffing implications, and marketplace trends, helping the city understand modern system capabilities and risks. In addition, our team prepared a comprehensive Budget Estimate Memo based on vendor research.
• RFP development: We developed an RFP package using BerryDunn’s robust library of functional and technical requirements, reviewed collaboratively with city stakeholders, and tailored to incorporate lessons learned from our fact-finding work.
• Procurement and contracting: Our dedicated team supported the city through all aspects of the procurement process including vendor Q&A, demonstration coordination, scoring facilitation, and final contract negotiation.
• Implementation project management: After selection of SpryPoint as their CIS vendor of choice, the city retained BerryDunn to serve as implementation project manager. From March 2021 to December 2022, we led the city through configuration, testing, training, change management, and go-live planning—culminating in a successful system launch.

The outcome

The city successfully transitioned from a legacy system to a modern CIS platform. The implementation was completed on schedule and positioned the city for future success by strengthening internal processes, enhancing data integrity, and improving customer service capabilities. BerryDunn has a proven methodology for CIS system selection and implementation—one grounded in public sector experience and tailored to each client’s unique needs.

Our independence from vendors ensures that every recommendation serves the best interest of our clients. From early assessment to go-live support, we guide local governments and utilities through transformative CIS projects with clarity, rigor, and collaboration.

About BerryDunn

BerryDunn has a proven methodology for CIS system selection and implementation—one grounded in public sector experience and tailored to each client’s unique needs. Our independence from vendors ensures that every recommendation serves the best interest of our clients. From early assessment to go-live support, we guide local governments and utilities through transformative CIS projects with clarity, rigor, and collaboration.

Focused on inspiring organizations to transform and innovate, our Local Government Practice Group partners with municipal, county, regional, and quasi-governmental entities throughout the US to help them meet their biggest challenges. Learn more about our team and services.