Changing organizational processes and systems can be challenging. However, switching to enterprise asset management software allows local governments to enhance their planning capabilities and improve their service delivery by collecting, organizing, and generating high-quality data and invaluable asset and maintenance insights. This change is for the better.
Yet, without a strong support system and a tailored training program throughout the process of implementing new software, local governments and communities face a frustrating learning curve. That is why PSD Citywide provides in-house implementation support that meets organizations where they’re at and provides adaptable training, data migration support, and ongoing communication as organizations adopt comprehensive asset management software.
This week, we asked one of PSD Citywide’s expert implementation advisors, Steven Weddum, to share what the software implementation process looks like with PSD Citywide and how our team is invested in setting local governments up for success.
Please introduce yourself and your role at PSD Citywide.
I’m Steven Weddum, a Senior Implementation Advisor at PSD Citywide. I work with our clients to support the setup and rollout of our software solutions, helping ensure a smooth transition and making sure the tools align with their needs. I’m here to guide the process, answer questions, and keep things moving forward.
What sets PSD Citywide’s implementation practice apart from others in the industry?
What sets PSD Citywide’s implementation practice apart is our hands-on, personalized approach. We work closely with clients every step of the way, making sure the software fits their real-world needs and setting them up for long-term success.
What are the benefits of an in-house implementation team? How do you differentiate your team from a third party or outside consultant team?
As a Senior Implementation Advisor, I help lead the successful rollout of our software for clients. I act as the main point of contact, working closely with both the client and our internal teams to make sure the implementation stays on track, meets expectations, and delivers a valuable product.
Some high level tasks include the following:
- Lead kickoff and planning meetings (Define project scope, goals, short and long term objectives and timelines)
- Create and manage the implementation plan
- Review and assess current client processes
- Oversee software configuration
- Coordinate and support client training
- Guide and monitor testing
- Address issues and provide ongoing support
- Lead 30/60/90 day post-launch check-ins
For the Maintenance Implementation Team at PSD Citywide, our in-house experts possess a deep understanding of our clients’ unique needs, operational processes, and long-term objectives. This familiarity allows us to deliver an implementation process that is not only highly aligned with their strategic goals but also efficient, customized, and scalable.
Unlike third-party consultants who step away after deployment, we stay with you for the long haul. Our 24/7 support center ensures help is always available, minimizing downtime and keeping things running smoothly.
We don’t just offer support—we continuously improve our system, refining features and adapting to our clients’ needs. Most importantly, we listen to clients’ feedback, using it to shape updates that make our solutions more practical and user-friendly.
How do you and your team typically approach a new implementation project? How do you leverage your past experience and expertise to effectively support new clients?
Each implementation lead may have their own style, but we all follow the same core process.
Every project begins with a thorough review of the project charter, ensuring we understand the scope, purchased products, and key objectives.
Once everything is in place, we send an introduction email to the client. This email helps us start the conversation by gathering their high-level goals, potential risks, and any outstanding questions that need to be addressed before the kickoff meeting.
What are the main priorities for an implementation engagement for Citywide software? Are there any principles that you utilize in your engagements with clients?
My main priority for all implementations is to make the transition from outdated or manual tracking to a simple, user-friendly digital system that improves efficiency and accountability. Since many maintenance PSD Citywide clients start with little to no formal maintenance tracking, we focus on:
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- Setting up a clear, organized system for tracking daily maintenance activities and public inquiries.
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- Making the system simple to use so clients’ end users can quickly adopt it with little disruption.
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- Provide training and support to help clients feel confident using the software.
I approach every implementation with the same basic principles in mind:
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- Collaboration – Working closely with clients to understand their needs and tailor the system accordingly.
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- Simplicity – Keeping the workflows straightforward and user-friendly. Keeping end-user buy-in in mind as we brainstorm workflows.
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- Continuous Support – Offering training and assistance to ensure long-term success.
What are key challenges clients face that the implementation team seeks to mitigate? How do you manage these obstacles?
1. Lack of Proper Maintenance Tracking Systems
Many clients come from outdated or manual tracking methods, such as paper-based systems or relying on one person’s memory. This leads to inefficiencies and errors.
How We Manage It:
We focus on setting up a simple, digital system that streamlines tracking and makes it easier for everyone to access and update information. We ensure the system is user-friendly to facilitate quick adoption.
2. Resistance to Change
Transitioning to new software can be challenging, especially for teams used to old processes.
How We Manage It:
We offer training and continuous support to help users feel confident with the new system. Additionally, we design the system with a simple workflow to minimize resistance and make the learning process smoother.
3. Unclear Goals or Requirements
Sometimes clients aren’t sure about their short-term or long-term goals and objectives, or they may not fully understand what they need from the system.
How We Manage It:
We work with the client at the project kickoff to clearly define both short-term and long-term goals and objectives. This gives our implementation team a clear direction and allows for ongoing conversations to shape the project around the client’s needs.
By identifying these needs early and staying closely connected with the client, we’re able to reduce risks and help ensure a smooth and successful implementation.
How would you describe the client relationship with the implementation team after the initial software adoption? How long does the implementation team continue to support clients and their software use?
After the initial software adoption, the implementation team remains involved through the 30/60/90 day follow-up process. This includes three scheduled meetings with both the implementation team and the Client Success Operations Representative to continue communication.
Clients are encouraged to use our 24-hour support center for any issues. They can also reach out to their assigned Client Success Operations Representative if they need another product or a specific demo.
How does the implementation team collaborate with other internal PSD Citywide team members, such as asset management advisors and account managers, to ensure a smooth transition towards using Citywide software?
Successfully implementing Citywide software takes teamwork across multiple PSD Citywide departments. The implementation team works closely with account managers, asset management advisors, and other internal experts to make sure the process runs smoothly for the client.
Account managers are usually the first point of contact. They build the relationship and help us understand the client’s needs and expectations. They then pass that information along to the implementation team so the project stays aligned with the client’s goals.
Asset Management Advisors also play an important role early on. They help the implementation team understand the client’s asset management needs and how the software can be set up to support them.
Throughout the process, other PSD Citywide specialists also support the implementation team—whether it’s configuring workflows, financials, GIS, or asset management.
By working together, all of these teams help ensure the client has a smooth transition, gets the most out of the software, and is set up for long-term success.
What factors contribute to a successful implementation of Citywide software? How do you ensure that clients get the most out of their adoption of Citywide software systems?
A successful implementation starts with having a clear plan. We take time to understand our client’s needs, set up the software to fit those needs, and make sure the project stays on track. Training and support are also really important to help clients feel confident using the system.
We also focus on making the transition smooth—like helping with data migration and walking clients through any changes. Our goal is to make sure they’re getting real value from the software, so they can work more efficiently and make more informed decisions.
Some frequently asked questions include:
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- What is the implementation timeline?
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- What resources are needed from our side?
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- How will the software integrate with our existing systems?
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- How does data migration work?
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- What kind of training will our team receive?
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- Is there ongoing support after the software is implemented?
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- How will we track progress during implementation?
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- What happens if we run into issues during the process?
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- How can we help our team adapt to the new software?
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- Can we make changes to the system after implementation?
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- What security measures are in place to protect our data?
Steven Weddum is a Senior Implementation Advisor at PSD Citywide, where he supports clients in implementing custom maintenance workflows within the Citywide platform. With extensive experience leading projects and collaborating directly with municipalities, Steven guides organizations through each stage of implementation—offering practical solutions, troubleshooting challenges, and ensuring end-user workflows are optimized for success. He’s known for his collaborative approach, clear communication, and dedication to helping clients achieve long-term value from their systems. I’m Steven Weddum, a Senior Implementation Advisor at PSD Citywide. I work with our clients to support the setup and rollout of our software solutions, helping ensure a smooth transition and making sure the tools align with their needs. I’m here to guide the process, answer questions, and keep things moving forward.
