Mission Critical Getting Through a Successful ERP Implementation
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1 Mission Critical Getting Through a Successful ERP Implementation Pre-Conference Session February 20, 2018 Presented by: Terry Hackelman Senior Vice President NexLevel/SDI Presence Phil Bertolini Deputy County Executive/CIO Oakland County, Michigan CSMFO Annual Conference
2 Agenda 9:00 9:30 AM Introductions and Opening Comments 9:30 10:30 AM Selection Process 10:30 10:45 AM Break 10:45 11:45 AM Selection Process (continued) 11:45 12:30 PM Lunch 12:30 1:30 PM Implementation Best Practices 1:30 1:45 PM Break 1:45 2:45 PM Implementation Best Practices (continued) 2:45 4:00 PM Round Table Discussion 2
3 Who We Are Name Terry Hackelman Position Senior Vice President at NexLevel Years of Experience Over 25 years of successfully planned, managed, developed, and implemented innovative technology solutions for public and private sector clients. Name Phil Bertolini Position Deputy County Executive/CIO, Oakland Michigan Years of Experience Over 30 years of overseeing the development of unique government technology programs. 3
4 Why Are We Here? ERP projects are expensive and risky to implement and maintain Agency technology portfolios are complex, and the ERP system is a central component Change is constant technology is not going anywhere! Finance leaders must take a proactive role in procuring, implementing, and maintaining ERP technology 4
5 WHY does Government exist? 2018 CSMFO Annual Conference
6 Provide Serve Help 2018 CSMFO Annual Conference
7 Do what others will Not Do 2018 CSMFO Annual Conference
8 What some people think of government Government is so much more! 2018 CSMFO Annual Conference 8
9 Government Quote Government exists to protect us from each other. Where government has gone beyond its limits is in deciding to protect us from ourselves. - Ronald Reagan 40 th President United States of America 9
10 WHY More With Le$$ 2018 CSMFO Annual Conference
11 Doing Less With Le$$ 2018 CSMFO Annual Conference
12 2018 CSMFO Annual Conference Requires Change
13 2018 CSMFO Annual Conference People don t like change
14 ERP Overview 14
15 Typical ERP Scope Scope can vary significantly depending upon needs Core functions are critical and provide the foundation for all other modules Should be considered from an enterprise perspective Evaluate trade-offs Recognize department needs 2015 NexLevel Information Technology, Inc. All rights reserved 15
16 Technology Foundation Infrastructure layer Functions Backup Disaster Recovery Monitoring (servers and network) Virus/Spam Security Performance Capacity Planning Technology Infrastructure UPS/Generators Network Data Center CyberSecurity Storage Virtualization 2016 NexLevel Information Technology, Inc. All Rights Reserved 16
17 Enterprise Enabling Technologies Document Management Geographic Information Systems (GIS) Website Intranet Reporting/Analytics/Dashboards Mobile Platforms Enterprise Enabling Technologies Reporting / Dashboards Website Intranet Social Media MS Office Document Management GIS Technology Infrastructure UPS/Generators Network Data Center CyberSecurity Storage Virtualization 2016 NexLevel Information Technology, Inc. All Rights Reserved 17
18 User Access Devices Desktop Laptop Tablet Phone Radio Enterprise Enabling Technologies Reporting / Dashboards Website Intranet Social Media MS Office Document Management GIS Technology Infrastructure UPS/Generators Network Data Center CyberSecurity Storage Virtualization 2016 NexLevel Information Technology, Inc. All Rights Reserved 18
19 Department Applications Land Management System Payroll / Human Resources Finance Traffic Management System Agenda Management Department Applications Recreation Management System Asset Management Utility Billing / CIS Computer Aided Dispatch Record Management Systems Time Keeping Reporting / Dashboards Website Enterprise Enabling Technologies Intranet Social Media MS Office Document Management GIS Technology Infrastructure UPS/Generators Network Data Center CyberSecurity Storage Virtualization 2016 NexLevel Information Technology, Inc. All Rights Reserved 19
20 Technology Value Framework Future Desired State Current Challenge for Many Agencies Value for Investment (VFI) Leverage Shared Infrastructure (Servers, Storage, Network) and Management Tools User Infrastructure (Desktops, Printers, etc.) and Office Software Enabling Technologies (Document Management, etc.) Business Applications (ERP, etc.) Decision Support / Analytics Cumulative Total Cost of Ownership (CTCO) for IT 2014 NexLevel Information Technology, Inc. All Rights Reserved 20
21 Key Technology Enablers for the ERP System Electronic Workflow Document Management Mobile Devices Reporting Solutions Intranets 21
22 ERP Benefits Provide a single, comprehensive, and integrated solution Streamline business processes to take advantage of best practices through automation, integration, and workflows Provide a user-friendly and intuitive user interface to promote system use, productivity, and to minimize the need for training Eliminate the need for redundant data entry Eliminate the need for offline shadow systems including spreadsheets, etc. Provide enhanced reporting capabilities to improve decision making Improve and provide reports and data access through inquiry or drill down capabilities Provide interface capabilities with third-party systems 22
23 Procuring an ERP System 23
24 ERP Procurement Objectives Identify the best fit solution Build the foundation for a successful implementation Ensure a strong vendor agreement Set and manage expectations Identify opportunities to streamline and prepare the organization to make a change Obtain staff buy-in Analyze, Plan, and Prepare Go into the implementation with your eyes wide open! 24
25 ERP Procurements ERP procurements are risky A bad procurement jeopardized a good implementation There are no shortcuts Requires enterprise involvement Be prepared to make tough decisions With less than perfect or full information 25
26 ERP Procurements Must Consider Technology People Process 26
27 ERP Procurement about Knowledge Accumulation Negotiate Select Level of Decision Knowledge Initiate Requirements RFP Knowledge of Current System Environment, Best Practices, Solutions and Implementation Needs Time 2018 SDI Presence LLC. All Rights Reserved 27
28 Procurement Framework Initiation Requirements Procure Negotiate Important to recognize procurement phases Specific activities assigned to each Roles and responsibilities (IT, Vendor, Finance, Department) 28
29 Procurement Framework Initiate Recognize the procurement is a Project Identify Project Sponsorship and Stakeholders Implement Project Governance and Project Charter Obtain commitment of key resources Conduct enterprise-wide kickoff If you don t have time to do it right the first time, how do you have time to do it again 29
30 ERP Procurement Roles Project Sponsor Project Stakeholder(s) Project Manager Functional Leads Finance, payroll, HR, etc. Subject Matter Experts Technical Lead Procurement Lead 30
31 Procurement Framework - Requirements Requirements Get functional and department staff involved Focus on high priority and unique processes or requirements Requirements include: Business Technical Interfaces/Integration Conversion Implementation 31
32 Requirements What to look for? Maximize resources - ensure people and technology work collaboratively Simplify and streamline processes Collect and enter information once Reduce manual or paper-based processes Integrate policy and business rules into system Reduce or eliminate offline systems/spreadsheets 32
33 Procurement Framework - Procure Procure Create market awareness RFP provides the foundation for the final agreements Execute effective scripted demonstrations Consider total cost to implement (TCI) and total cost of ownership (TCO) Conduct reference checks and on-site visits Re-visit Project Charter 33
34 ERP System TCI and TCO Total Cost to Implement (TCI) Software Hardware Integration Configuration Conversion Training Backfill Legacy Vendor Services Documentation Total Cost to Own (TCO) Maintenance and support Upgrades and enhancements 34
35 Possible Vendors and more! 35
36 Procurement Framework - Negotiate Negotiate Clearly identify Scope Phases/Timeline Acceptance Criteria Insist on holdback based on acceptance Incorporate by reference prior work (i.e. RFPs; specifications) 36
37 Consider Implementation Risk Areas During Negotiations Budget Timeline Data Conversion Interfaces/Integration Customizations Chart of Account (COA) Reporting Travel Agency Level of Effort 37
38 Considerations for Implementations Establish the reason and enlist support Staff the project for success Agency-side PM important Empower staff to make decisions Plan and use backfill Requirements gathering is a collaborative process Expectation management starts from the outset Communicate constantly Success requires maintaining momentum 38
39 Procurement Timeline There is no typical timeline Schedule is dependent on staff availability, vendor activity, organization priority, complexity, and other factors Aggressive Conservative Initiate Procure Initiate Procure Month Month Requirements Negotiate Requirements Negotiate 39
40 Key Takeaways Expectation Management Momentum Collaboration Transparency 40
41 Are You Ready For Implementation? Elements for ERP Implementation Readiness - Success Transformation Vision Motivation Skills Resources Plan Change Motivation Skills Resources Plan Confusion, Wandering Vision Skills Resources Plan Resistance Vision Motivation Resources Plan Fear, Anxiety Vision Motivation Skills Plan Frustration, Regression Vision Motivation Skills Resources Nonalignment, Noncompletion 41
42 Questions? 2018 CSMFO Conference Confidential. Annual 2017 SDI Presence LLC.
43 Getting Through A Successful ERP Implementation Pre-Conference Session February 20, 2018 Presented by: Terry Hackelman Senior Vice President NexLevel/SDI Presence Phil Bertolini Deputy County Executive/CIO Oakland County, Michigan CSMFO Annual Conference
44 Introduction/County Stats Phil Bertolini, Deputy County Executive/CIO 30 years of government experience Responsible for IT, Business Continuity and Facilities Former Equalization Administrator/MMAO Oakland County Stats 910 Square miles 62 Cities, Villages and Townships 1.2 million residents 82 departments and divisions of county government County Executive form of government with 21 Commissioners 44
45 Purpose This course will focus on the skills necessary to effectively implement a robust ERP platform. 45
46 Where Does a Project Start Joint Decision Making Work together with functional partners Involvement of Top Decision Makers Involve the entire c suite Standard Evaluation Method Shared understanding of how the project will be judged Screen for Technical Considerations IT Budgeting and Decision Making, Chapter 11 46
47 Where Does a Project Start (cont.) Formal Business Case Made Must understand the tangible and intangible benefits Partnership with Finance Office Working together to understand the financial impact IT Strategic Plan Multi-year plan for technology IT Budgeting and Decision Making, Chapter 11 47
48 Strategic Plans Do you have an IT Strategic Plan? Define the mission of the entire organization Plan to develop enabling technologies that solve the problems 2 to 3 years in length Overarching document to guide IT forward It is a living document that takes care and feeding Ensure every project undertaken ties back to plan IT Budgeting and Decision Making, Chapter 11 48
49 IT Business Cases The Essentials A Return on Investment Analysis (ROI) A Standard Set of Evaluation Criteria Alignment and Integration with Budgeting Process Intra-organizational Cooperation Accountability for Results IT Budgeting and Decision Making, Chapter
50 Developing IT Business Case Clearly Understand Vision and Goals Evaluate Existing Systems Identify Alternatives Run the Numbers Establish Performance Measures IT Budgeting and Decision Making, Chapter 11 50
51 Oakland County Process Develop a Scope and Approach Document/ROI Clearly identify the Tangible and Intangible Benefits Gain Leadership Group (LG) approval to do a project sizing Gain LG approval to include the project in the IT Master Plan Funding must be determined prior to LG approval 51
52 Build it ONCE pay for it ONCE & EVERYBODY benefits 2018 CSMFO Annual Conference
53 ROI Analysis of Virtualization Project Description Year 1 Benefits/Savings Tangible Benefits Subtotal $1, Cost Avoidance Subtotal 0 Costs Development Service Subtotal: $267,340 Hardware Subtotal: $679,642 Software Subtotal: $269,680 Infrastructure Subtotal: $33,638 Annual Statistics Annual Total Savings $1,287,390 Annual Total Costs: $1,250,300 Annual Return on Investment: $37,090 Annual Costs/Savings Ratio: 97.12% Year Positive Payback Achieved Year 1 53
54 IT Planning Process Planning for technology projects is a long distance race and not a sprint. Careful planning and strong project management will help IT be successful. Running the Government Race
55 IT Planning Process Must involve partners to ensure buy-in 2 year planning timeframe Develop committees/leadership groups consisting of partner community Develop strong processes and standards Led by Project Management Office (PMO) Develop mentorship and guidance IT Budgeting and Decision Making, Chapter 11 55
56 Project Management Do you know what Project Management means to your organization? Do you have strong Project Management in your organization? Why should an organization invest in Project Management? 56
57 Project and Portfolio Management (PPM) Creation of a Project Management Office (PMO) may be necessary to lead the effort Must meet with key stakeholders to understand their business and their needs Must understand the overall needs of the organization Approve the project charter and manage resources Assess and mitigate risks IT Budgeting and Decision Making, Chapter 11 57
58 PPM Critical Success Secure top management commitment Understand that implementation is a business change effort Devote the necessary resources The Project Manager rules Set clear goals, scope and expectations Track project progress, results and scope Communicate effectively and often Understand and address risks Control project scope and minimize disruptions by managing change Test every way you can IT Budgeting and Decision Making, Chapter 11 58
59 Build vs. Buy Build Strategic Direction What resources exist Do we want to build? Cost Software, Hardware, Licensing, Labor Ongoing Maintenance Total Cost of Ownership Buy Strategic Direction Do package offerings exist? Do we have the skills to implement? Cost Software, Hardware, Licensing, Labor Ongoing Maintenance Total Cost of Ownership 59 59
60 Insource vs. Outsource Insourcing & Outsourcing are potentially valuable tools for IT service delivery Right sourcing will benefit the IT organization Must rationally evaluate the outsourcing opportunities o o Drive down costs Effectively leverage human resources Sourcing can range from little or no effective policies to being an integral part of an organizations success Complete outsourcing is not recommended IT Budgeting and Decision Making, Chapter 11 60
61 Systems Integrations Enterprise IT Systems touch numerous operational systems Integrations must be carefully thought out due to costs Development Costs Maintenance Costs Versioning Costs Shadow Systems must be replaced or minimized What operational units NEED and not what they WANT Steering Committee must have final decision on integrations 61 61
62 Software Licensing and Maintenance Licensing Models vary depending upon hosting model Terms and Conditions must be carefully negotiated Cloud Procurement Ts&Cs are identified in the Center for Digital Government s paper titled Cloud and As-A-Service Procurements Long Term support model may change over time 62
63 Infrastructure Needs Infrastructure needs depend on hosting model Internally Hosted Externally Hosted Cloud Hosted Buy for tomorrow and not just for today Capacity Planning Future Growth Disaster Recovery and Business Continuity Recovery planning important Engage third party experts 63
64 On Premise vs. Cloud Costs vary greatly for on premise versus the cloud Up front startup costs Ongoing maintenance costs Capital Expenses versus Operating Expenses Redundancy On premise and secondary location Cloud locations across nation Connectivity Lack of speed kills 64
65 Training Technical training should start early in the process Technical and project management training Training of operational unit staff should commence shortly after initial purchase National conferences Onsite and offsite training Ongoing refresher courses Training never stops Technology and Business Processes change over time 65
66 Oakland County Vision Visionary Leadership Doing More with Less Using Technology to Improve Business Processes Driving Change Throughout the Organization 66
67 ERP Vision E-Financial System Implementation Project Cost Savings/Avoidance Streamlined Operations Early Pay-Back Business Process Re-engineering 67
68 Use Case PeopleSoft Financials: Planning, Approval & Implementation PeopleSoft Enterprise Human Resources and Payroll software used for 5 years successfully PeopleSoft financial, supply chain, and self-service solutions implemented Wm. Art Holdsworth, Deputy Director Department of Management and Budget 68
69 Project Scope Phase 1 HR upgrade, with new-service/eapplications, Time and Labor, End-User Productivity Kit, and Portal Phase 2 PeopleSoft Enterprise Financial Management, Supply Chain Management, and Analytics 69
70 Existing Technology vs. New Technology Decision Point Limitations to existing technology (aging) Risk (existing was unsupported) Cost of ownership rising with existing Change in accounting standard requirements Software adherence to best business practices 70
71 Total Cost of Ownership Gap & ROI Analysis Timeline Discovery Document usage and identify needs Goal Identify cost savings opportunities Metrics Time to complete task (Old process vs. New process) Result 500 GAPs 71
72 Total Cost of Ownership Confidential CSMFO Annual Conference 72
73 Anticipated Benefits & Measurements Self-service access to information by staff and constituents via portal Elimination of KPMG Performance Series administration and support costs Reduction in hardcopy reporting and distribution costs Increase in usage of self-service portal Expenditure reduction for support services Reduction in printed reports Increase in downloads of reports from the portal and PeopleSoft systems 73
74 Anticipated Benefits & Measurements (cont.) Elimination of standalone and shadow (duplicative) systems to reallocate staff time Elimination of custom systems Reallocation of staff time from portal use Checklist of systems to turn-off Reduction in security administration databases Reduction in Support Center calls 74
75 Anticipated Benefits & Measurements (cont.) Enhanced, proactive supply chain management Increased number of bidders Increased % of purchases via Web Enhanced turnaround time for RFP/bid process E-catalog purchasing by departments with pre-approved, negotiated pricing Statistical analysis-based reduction in poor performing vendors Enhance early payment discount realization Optimization of purchase quantities 75
76 From Installation to Implementation Support Training Knowledge base Enhancements Cost 76
77 Communication Plans Goal Seek project approval and level-set expectations Why? Critical system for running County business Every financial transaction affected People-intensive process Significant risk 77
78 Communication Plans Channels Steering Committee Cross-functional project management team Stakeholders participation Stakeholders Executive Staff Legislative Branch Employees 78
79 Implementation Implementation Team & Project Management hybrid of functional and pyramid approach Hot Skills Pay Business Process Re-engineering (BPR) data collection and data processing Vanilla Implementation accommodations and customizations Selective Outsourcing RFP requirements, certifications, references, etc. 79
80 Realizing Business Value Successes Managed expectations through established communication channels and training Tracking benefits after implementation/ measuring results over time Quantify efficiencies ROI 80
81 ROI Analysis of ERP Project Description Year 1 through 6 Benefits/Savings Tangible Benefits Subtotal $0 Cost Avoidance Subtotal $20,644,543 Costs User & IT Development/Labor Subtotal: $12,242,779 Hardware Subtotal: $1,985,333 Software/Licensing Subtotal: $2,686,076 Contingency Subtotal: $1,534,892 Benefits vs Costs Total Benefits/Savings $20,644,543 Total Costs: $18,449,080 Total Return on Investment: $2,195,463 Costs/Savings Ratio: 89.37% Year Positive Payback Achieved Year 6 81
82 Realizing Business Value Costs: Year 1: $4,789,238 Year 2: $6,474,928 Year 3: $5,656,528 Year 4: $468,838 Year 5: $516,853 Year 6: $542,696 TOTAL: $18,449,080 Benefits/Savings: Year 1: $1,253,200 Year 2: $339,335 Year 3: $2,799,857 Year 4: $4,116,684 Year 5: $5,270,008 Year 6: $6,865,459 TOTAL: $20,644,543 82
83 Realizing Business Value Cost and Benefit/Savings (6-years): Total Cost of Ownership: $18,449,080 Total Benefit/Savings: $20,644,543 Cumulative ROI: $2,195,463 Cumulative Cost/Savings Ratio: 89.37% Payback occurs: Year 6 Intangible Benefit: Customer service responsiveness improvement 83
84 Realizing Business Value Lessons Learned: Adoption/pushback (passive/aggressive) Aggressive timeline/stressed operations Knowledge transfer (business/technological) Ongoing costs/funding methodology Dependency on implementer 84
85 Not Again!! Oakland County, MI Another ERP in the works! Ugh!!!! 2018 CSMFO Annual Conference
86 3 Key Elements of Technology 1. Leverage technology dollars across entire enterprise 2. Focus on business re-engineering, not technology implementation 3. Business drives technology, technology does NOT drive business Technology is the easy part! 86
87 Take - Aways Confidential CSMFO 2017 Annual SDI Conference Presence LLC. 87
88 What have I learned? Many have no idea what an ERP is 2018 CSMFO Annual Conference
89 What have I learned? You will live with this decision for years to come 2018 CSMFO Annual Conference
90 What have I learned? Communication is everything! 2018 CSMFO Annual Conference
91 What have I learned? Educated Stakeholders will make or break the project 2018 CSMFO Annual Conference
92 What have I learned? Technology is the easy part 2018 CSMFO Annual Conference
93 What have I learned? The operational units will suffer during the change 2018 CSMFO Annual Conference
94 What have I learned? The scope of the business changes may be massive 2018 CSMFO Annual Conference
95 What have I learned? The ROI may not be in hard dollars 2018 CSMFO Annual Conference
96 What have I learned? There are no shortcuts to ERP success 2018 CSMFO Annual Conference
97 What have I learned? It is all about the PEOPLE! 2018 CSMFO Annual Conference
98 Thank you for attending? Confidential CSMFO Annual 2017 SDI Conference Presence LLC.
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