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Identifying and facilitating process improvements in large IT system implementations

Client Description

The State of Vermont Agency of Human Services Health and Human Services Enterprise (HSE) Program


The state wanted to understand how they could improve the governance, management, and oversight of future IT system implementations after initial deployment of Vermont Health Connect, their online health benefit exchange.


BerryDunn’s health and human services consulting team:

  • Created a playbook as a framework for data collection
  • Facilitated a confidential forum for over 70 key project stakeholders to provide honest, constructive project feedback
  • Developed 10 high-level recommendations for consideration based on the feedback from the stakeholders about what worked well, what did not work well, and what recommendations they had for continuing or improving the following areas of the project:
    • Adherence to Project Management Methodology and Processes
    • Requirements Development
    • Vendor and State Implementation Planning and Readiness 
    • Systems Development, Testing, and User Acceptance
    • Deployment Planning and Deployment 
    • Risk Identification and Mitigation
    • Vendor and State Governance, Management, and Decision Making
  • Issued a report that serves as a foundation for state leadership to improve their approach to managing large, complex health and human services projects and presented it to a legislative committee


The state was able to gain insight and actionable recommendations for how to improve their approach to, and execution of, large IT system implementations to increase the likelihood of success.

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