Newport News Department of Human Services

Transcription

1 Newport News Department of Human Services Kick Off Meeting June 10 th, 2010 "Out of clutter, find simplicity. From discord, find harmony." - Albert Einstein

2 Agenda Project Scope Review Introductions Project Name? Project Team Members (roles and responsibilities) Review Project Scope and Objectives Success Risk Management Review of Implementation Methodology Harmony Implementation Process Expectations Organized to help ensure success Harmony team is here to help guide you Escalation Plan Reactions to Expect Common Project Pitfalls and Keys to Project Success Working Session Demo of Existing work flow in client server Next Steps Project Team Training Joint Application Mapping Sessions Questions? 2

3 Newport News Team Members Glenn Butler, Director Human Services Edward R. Guerrero Jr, Project Manager James Cloud, Systems Administrator Crystal Bell, CSA Coordinator Beverly Butts, FAPT Coordinator Labeebah Shakir, Administrative Assistant Nashawn Gibbs, Accounting Specialist Bertha Thompson, Financial Analyst Andy Hartigan, Financial Analyst 3

4 Harmony Team Roles and Responsibilities Pat Boggs, President and General Manager, Harmony Social Services Division Pat is the executive in charge of the Project at Harmony. Murali Pillai, Director of Product Development Murali will provide subject matter where needed in the project. He will conduct quality audits on the project and participate in Steering Committee Calls. Sarah Kozlowski, Harmony Project Manager The project manager is ultimately responsible for the project and is the single point of contact throughout the implementation. Responsibilities include: project planning, allocating resources, status reports, and monitoring and reporting progress against the plan. This position obtains any physical resources required for the project and assigns staff as required. She also works directly and coordinates all activities with the client s project manager. Jack Bove, Senior Technical Analyst The technical consultant works with the Harmony Project Manager and the customer to help to define and document requirements. He may also recommend modifications to business processes, create work flows, and assist in the configuration of Harmony software. 4

5 Newport News Team Roles and Responsibilities Project Manager: The Project Manager will be responsible for creating and leading the internal team. The Project Manager in conjunction with the Harmony Project Manager will: ensure the appropriate resources are assigned to the required tasks and monitor their performance; participate in and conduct weekly meetings and other meetings as required. The Project Manager may also review the creation and maintenance of project plans and schedules; and will manage, through the Project Team Leads, all project deliverables. The specific Project deliverables will be defined in the detailed Project Plan. We anticipate this being a full-time role during the project. Functional Lead/Area Specialist The Functional Lead manages the functional requirements definition and processes related to the project. The Team Leaders have the knowledge needed to help modify and document the business processes to conform to the process flows of the software. 5

6 Newport News Team Roles and Responsibilities cont. Technical Analyst The Technical Analyst is responsible for the technical architecture and infrastructure required for the project. The Technical Analyst may serve as the System Administrator. Additionally this role is responsible for performance tuning and supporting the remote locations and instance management. Subject Matter Experts (SMEs) Subject Matter Experts participate in interviews and working sessions by providing information about business objectives and ways in which the programs operate. Also, they describe the required workflows and other business requirements for the system. Subject Matter Experts review the content of the Business Analysis Documentation to ensure it accurately describes the business and requirements. 6

7 Project Organization Chart Steering Committee Client Project Manager, Edward R. Guerrero Harmony Project Manager, Sarah Kozlowski Functional Area Specialists SMEs: Andy Hartigan and Crystal Bell Technical Analyst: Jay Brown and James Cloud Harmony Customer Support Application Level Involvement to provide post implementation support Technical Analyst Jack Bove Configuration Analyst, Sarah Kozlowski and Jack Bove Reports Analyst, Edward R. Guerrero Database Administrator: Jack Bove Integration Specialist: Andy Hartigan Installation Engineer: Jim Daniels Testers: CSA Team Trainer---Reports: tbd Training Specialists: Nashawn Gibbs and Crystal Bell Trainer---System Admin: tbd Help Desk: Crystal Bell and James Cloud 7

8 Newport News DHS The Department of Human Services is committed to being the best community partner. We aim to leverage the financial, protective and supportive resources that you, the consumer, deserve to maximize your economic and social functioning in the City of Newport News. To realize this commitment, we stand ready to work with you. I know staff in Human Services is passionate about offering you an opportunity to enjoy an improved quality of life. Keeping Our Kids Safe: Newport News Violence Prevention Network Mission: To establish a community-wide effort to develop and implement an array of strategies that insures a violence-free environment for our children at home, in schools, and in our neighborhoods. 8

9 Scope Financial Processing CSA data set export 9

10 Objectives Satisfied Customers Meeting State CSA reporting requirements Accurately Timely User friendly configuration Ability to expand use in the future 10

11 Project Success How does a successful deployment improve how you perform your job / your staff s jobs? How does a successful deployment improve how your clients are served? How does your team define project success? 11

12 Risk Management Goals Early identification of events that could negatively impact the cost, schedule, quality or functionality of the new system Document the risk and determine the potential impact on each factor Educate management and other stakeholders on potential risks Proactively plan mitigation strategies 12

13 Risk Management Benefits Early and ongoing identification and mitigation of risk can (and usually will) improve final outcome of a project. Facilitates better communication by presenting difficult information in a manner that is factual and constructive Minimizes unpleasant surprises first step toward problem resolution is recognizing you have a problem Keeps the entire team aware of project status 13

14 Risk Management Potential Project Risks Insufficient resources assigned to project. Organization and/or management changes Requirements change Legislative mandates Inability to deliver on assigned tasks Lack of documented procedures for the new system What are some potential risks at Newport News? 14

15 Information System Components 15

16 Structured Implementation Methodology Planning & Preplanning Set Up & Configuration End User Training and Go Live Preparation Business Analysis As Is/To Be Validation Deployment 16

17 Harmony Implementation Process Planning Business Analysis Set up & Configuration Validation End User Training and Go-Live Prep Deployment Draft Project Plan Project Organization Kick Off Meeting Business Environment Review Scope and Timelines Team Meetings Scheduled Detailed project plan agreed Install Harmony Dedicated Space Project Team Training AS IS JAM Sessions Complete Templates Define Bus Rules Complete Business Analysis Documents Document TO BE Configuration: Groups Users Look ups Screen Designs Workflows Approve Screens Validate Set Up, Workflows, Roles, Groups, Lookups Conference Room Pilot Complete System Definition Doc Complete Training Plan & Materials Execute Training Plan Training Guides Train the Trainer Training Pilot Training Develop Post Implementation Training Strategy Help Desk Go Live Ongoing Training Rollout Transition Post Implementation Assessment Future Projects 17

18 Phase 1: Planning Preliminary Project Plan Kick-off Meeting and Planning (June 10 th, 2010) System Administrators Training (TBD) Technical Environment Planning and Initial Install--completed Review of Newport News workflow and supporting documents Data clean up in existing system 18

19 Phase 2 Business Analysis Review existing systems and processes (AS IS) Joint Application Mapping (JAM) Sessions Identify core system requirements to allow for the prompt configuration, installation and deployment of Harmony throughout Newport News. Development of Business Analysis Document (blueprint for how Harmony will be configured) Complete Configuration and Interface Templates Document New System (TO BE) 19

20 Phase 3: Setup and Configuration Execute Configuration Design Organization Structure, Groups, Users, Look ups, Screen Designs and Workflows Complete technical and operational feasibility study for General Ledger Interface Populate Static Data Define Process for converting dynamic data 20

21 Phase 4 Validation Validate and Approve Setup Workflows, Screen designs, Groups, Look ups System Objects (reports) Converted data Design and Execute Conference Room Pilot Must include representative users with real data End to end transaction testing by role Test all security set ups Finish procedure documentation and end user training documents Completion of Roll Out Plan Completion of End User Training Plan, Training Materials 21

22 Phase 5 End User Training and Go-Live Preparation Training Plan System Admin End User Client Help Desk Training Guides Train the Trainer Post Implementation Training Strategy 22

23 Phase 6 Go-Live Rollout Help Desk Go Live Go-Live Support Transition to Customer Support Post Implementation Audit Future Projects 23

24 Implementation Process Expectations What You Should Expect from Harmony Part-time designated Project Manager Weekly Status Meetings Bi-weekly status reports and task assignments Formal Project Plan and Project Schedule On-site leadership of JAM Sessions Detailed written deliverables (Project Plan and schedule, Communication Plan, Business Analysis Documentation, Risk Assessment, Training Guides for Harmony courses) Configuration Support Superior training Well-conceived and tested implementation processes Responsive post-implementation support 24

25 Implementation Process Expectations What will be expected from Newport News Staff Time: Full time Project Manager to lead implementation and ensure task completion Three to four full time functional analysts (Subject Matter Experts) for implementation process Technical analyst and system administrator as needed during the project and post implementation 20-30% of business resources available during the project Participation in weekly meetings Escalate issues and concerns immediately Designation of a Steering Committee and scheduling of monthly meetings Prompt review and sign off on all project deliverables Appointment and management of task-specific workgroups Development of an internal communication plan and a clear postimplementation support strategy Development of internal help desk and full control over technical environment 25

26 Organized to help ensure success Keep Everyone Involved Project Manager has primary responsibility Analysts, testers, stakeholders, and other team members all have input into the process and the outcome Senior management has oversight responsibility and actively works to remove roadblocks the team may encounter Risk management is done continuously and pro-actively throughout the project 26

27 Common Reactions to Expect Excitement and interest among some staff Skepticism and suspicion from others Reluctance to let go of current processes Fear of change/loss of control Fear of losing jobs or being reassigned Resistance to entering data or entering data in a different way Testing of your institutional will to implement Harmony Post- end user training questions or concerns and tweaks to workflow Gradual acceptance/recognition of benefits Enthusiasm and leadership sometimes where you don t expect it 27

28 Common Project Pitfalls Lack of Buy-In/Support from Management Lack of Cooperation from Key Players Failure to Involve Providers or Other Key Staff Inability to Reach Internal Consensus about Desired Business Processes Rigidity/Failure to Re-Engineer Business Processes Inadequate Commitment of Staff Time to Implementation Scope Creep Perfectionism Attempting to Automate Too Much Poor Internal Communication Poor Communication Underestimation of Difficulty of System Change Unrealistic Rush to Implementation 28

29 Keys to Project Success Put your best people on your project team Own the process; don t assume the system will be a silver bullet View implementation process as opportunity to streamline business processes/eliminate redundancies Aggressively look for ways to make business processes easier for workers When possible, change forms before implementing system Sell Harmony as an indispensable platform for workers to perform case management; not as that database hence the importance of naming the project Develop a clear protocol for dealing with user questions and communicating problems to HarmonyIS Develop a clear plan for administering the system post implementation Be positive in your public comments: do not describe your own fears in front of staff 29

30 Working Session Review of the team s schedule over the next several months to verify the following items: JAM Session Dates and times System Admin Dates and Times Scheduling Conflicts Vacation or City Holidays How to prepare for the JAM Sessions? Bring all documents to JAM Sessions Ensure that all staff are available for the entire 2 day JAM sessions Please provide a list of all current reports you are using in application including when you run them and why you run them. Please also indicate if you send them to someone outside your team. Please provide a list of users and their roles. 30

31 Working Session Each team member, please articulate your current Questions Potential Project Risks Issues Concerns Demo of existing work flow in Client Server (Crystal) 31

32 Escalation Plan Pat Boggs President and General Manager, O: M: Harmony Executive Murali Pillai O: M: Harmony Project Director Sarah Kozlowski Project Manager O: M: Professional Services Delivery 32

33 Questions?