A county utility in North Carolina faced increasing operational challenges due to its aging Customer Information System (CIS).
The challenge
As the County experienced regional growth and rising service demands, the limitations of its legacy platform became more pronounced, including the cost to maintain the system, employee productivity, and customer service. County leadership recognized the need for a structured evaluation process that addressed current operational needs and future flexibility, especially to support investments made in advanced metering and customer self-service efforts. Given BerryDunn’s successful track record with similar projects, we were selected to lead the County’s comprehensive CIS assessment and system selection process.
Our approach and methodology
Our team implemented a flexible yet structured approach to help build consensus across all stakeholders and define a clear path forward, to include:
Organizational and operational assessment: BerryDunn conducted discovery meetings across departments to capture workflows, pain points, and user requirements. A web-based SWOT survey was deployed to gather perspectives on system limitations and areas for improvement.
Data-driven functionality review: Using both qualitative input and technical documentation, BerryDunn developed a detailed Functionality Analysis outlining integration needs, system dependencies, and anticipated impacts on staffing, budget, and business processes.
Strategic guidance and implementation planning: The team provided a market-aligned Functional and Technical Requirements Memo to guide system selection planning and prepare decision-makers for change management and future business process scenarios.
The outcome
With BerryDunn’s guidance, the county will be able to enter contract negotiations with confidence, backed by a well-vetted, stakeholder-informed decision. The project has positioned the utility for a successful implementation phase by clearly defining expectations, reducing risk, and aligning internal teams around shared priorities.
About BerryDunn
BerryDunn’s local government consulting team brings a holistic view of system planning and a track record of success in utility transformation projects. Through structured analysis, collaborative engagement, and market expertise, we empower local governments and utilities to make informed, future-ready technology decisions—on time, within scope, and aligned with their mission.
Focused on inspiring organizations to transform and innovate, we partner with municipal, county, regional, and quasi-governmental entities throughout the United States to help them meet their biggest challenges. Learn more about our team and services.
Skip to Main Content