When municipalities undertake major system transitions, particularly those involving revenue and resident billing. Accuracy, continuity, and public trust are essential. The Town of Ludlow recently faced this challenge as it continued the conversion of all trash billing accounts into the MUNIS Utility Billing module. To support this critical effort, Ludlow partnered with Capital Strategic Solutions (CSS), with Senior Project Manager Sarah Pawluczonek leading the project.
The goal of the project was to ensure that Ludlow’s trash billing accounts were fully and accurately integrated into MUNIS without disrupting the Town’s existing utility billing operations. This required a carefully phased, highly technical approach that balanced system configuration, data integrity, and day-to-day operational needs.
Before any data was entered into the system, Sarah conducted a comprehensive evaluation of Ludlow’s existing utility billing processes and workflows. This pre-entry assessment focused on identifying any potential impacts the conversion could have on ongoing billing cycles and system performance. Based on this review, she implemented a series of system adjustments and safeguards designed to limit interference with regular billing operations and ensure a smooth transition.
Once the conversion was complete and all accounts were entered into MUNIS, Sarah led an extensive post-entry review and testing process. This phase focused on verifying that both trash and utility billing were functioning correctly, that accounts were billing accurately, and that reports and system outputs were performing as expected. This rigorous testing and validation process ensured the Town could move forward with full confidence in the accuracy and stability of its billing system.
“The Town of Ludlow was proactively looking to advance its utility billing process using its existing MUNIS platform. Working alongside a forward-thinking municipal team, we were able to identify the benefits, approach, and timing needed to successfully align trash utility billing with the Town’s existing water utility billing.
While implementing a new billing process requires a significant upfront effort, this project delivers long-term value by saving staff countless hours during scheduled billing cycles. The new process standardizes billing outputs, reduces the need for troubleshooting, and ultimately enhances customer service.”
– Sarah Pawluczonek, Senior Project Manager, Capital Strategic Solutions
“Capital Strategic Solutions provided valuable support to the Town of Ludlow during a complex phase of our utility billing system transition. Sarah Pawluczonek’s technical expertise, careful planning, and hands-on approach helped ensure the successful integration of trash billing into our existing MUNIS platform without disrupting ongoing operations. The project improved billing consistency, reduced administrative burden on staff, and strengthened our ability to deliver reliable service to residents.”
– Marc Strange, Town Administrator, Town of Ludlow, MA
Deep Experience in Utility Billing and Public Works Administration
With over twenty years of experience in public works administration, Sarah Pawluczonek has become a recognized expert in water, sewer, and utility billing systems. Her expertise in specialized data management, efficient utility billing procedures, clear communications, timely reporting, and enhancing customer experiences is widely respected by the communities she serves.
Prior to her work in Ludlow, Sarah has provided utility billing consulting services to the Towns of Wayland, Randolph, and Weston, as well as the City of Somerville. She is highly skilled in financial oversight and in optimizing utility billing software to meet the operational and customer service needs of municipalities. Her work consistently focuses on providing practical guidance, clear documentation, effective troubleshooting, and hands-on staff training.
Having spent her entire career in public works, Sarah brings a deep understanding of the operational, financial, and organizational realities facing municipal departments. This experience allows her to bridge the gap between complex technical systems and the real-world needs of staff and residents.
Meeting a Growing Need Among Municipalities
Across the region, municipalities are increasingly facing the challenges of system transitions, legacy data cleanup, billing accuracy issues, and the need to modernize financial and utility billing operations. Projects like Ludlow’s illustrate how important it is to have experienced, hands-on leadership guiding these efforts.
Capital Strategic Solutions provides specialized support for communities navigating these complex transitions, and Sarah Pawluczonek is currently available to assist municipalities with utility billing system conversions, MUNIS optimization, and related financial system projects.
If your community is planning a system transition, experiencing billing challenges, or looking to improve the reliability and efficiency of its utility billing operations, Capital Strategic Solutions is ready to help!
About Capital Strategic Solutions
CSS is a certified woman-owned, disadvantaged business enterprise of municipal experts delivering creative, cost-effective solutions that maximize success and minimize risk. With deep local government expertise, we craft tailored strategies to meet each community’s unique needs.
Our capabilities span public administration, municipal finance, human resources, policy development, emergency management, public safety, public works, water operations, interim municipal services, public relations, community engagement, project management, grant writing, and onsite support. We partner with clients to define clear goals, overcome challenges, and implement human-centered plans that drive performance and transform communities.