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Venus & Mars?Bridging Communication Gaps Bridging Communication Gaps
Between Information Technology Between Information Technology and Child Support Program Staffand Child Support Program Staff
ERICSA 50th Annual Training Conference & Exposition ▪ May 19 – 23 ▪ Hilton Orlando Lake Buena Vista, Florida
INTRODUCTION
Joe MamlinJoe MamlinClient Executive, Healthcare & Human ServicesClient Executive, Healthcare & Human ServicesCSG Government SolutionsCSG Government Solutions
The value you’ll get todayThe value you’ll get today
Our speakersOur speakersA veteran systems implementation and solutions architect:
•Hal Carl, Xerox Child Support SolutionsA veteran CSE program deputy director sharing the lessons from his state:
•Charles Bryson, Tennessee Child SupportA veteran private sector analyst & client relations manager:
•JoAnn Pearson, Auctor Corporation
IT/CSE COMMUNICATION CHALLENGES
Hal CarlHal CarlSenior Solutions ArchitectXerox Child Support SolutionsXerox Child Support Solutions
Results of Communication Problems
Reasons for Miscommunication
Principles of Good Communication
Communication Process SDLCCommunication focused on obtaining approval at each phase. Usually, through a formal written process (i.e., written list of business and system requirements). “Need to know all the requirements at the start”
Waterfall
Agile
Agile methods emphasize face-to-face communication over written documents when the team is all in the same location.“Need to know enough requirements to get started”
Iterative/Incremental
Focus on iteration planning and requirements for the iteration. Feedback through prototypes and development will affect future requirements.“Need to know the requirements for the current iteration”
Best Practices in Communication
• General– Document important decisions and concepts
(not just one method: writing, diagrams)– Know what you want– Develop trust in partner– Constant communication; Stay involved – Address issues quickly, don’t wait– Take responsibility for communication– Maintain consistency in project staff– Well defined process to communicate
Best Practices in Communication
• Requirements & Design– JAD– Prototype– Use cases/business scenarios (user stories)– Well defined standards for requirements that are
understood
• Testing– Test cases developed early in project
Conclusion
“The single biggest problem in communication is the illusion that it has taken place.”
George Bernard Shaw
Contact Information
Hal CarlSenior Solutions Architect
Xerox Child Support Solutions Group
2304 Birch Bark Trail
Grove City, OH 43123
Phone: 614-991-5804
www.services.xerox.com
Email: [email protected]
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THE TENNESSEE EXPERIENCE
Charles BrysonDirector, Field OperationsTennessee Child Support
Overview
• Need for new approach to System tasks
• The role of the Business Analyst (BA)
• BA Unit Overview
• Business Requirements Analysis
• Systems Requirements Analysis (Design)
• BA Tracking & Verification Duties
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Moving Forward from Vision to New Model
• History of System tasks in Tennessee
• Vision for a new approach
• Change management
• Resulted in creation of Business Analyst Unit
• The Business Analyst (BA) role:
Takes ownership of task
Serves as liaison between child support technical staff, child support program
staff and systems staff
Leads, monitors and tracks task through development
Provides post implementation verification of task
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Business Analyst Unit Overview
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Business Analyst Unit
*The unit remains at the center of the task, monitoring the task’s movement, even when the task is in other areas
Business Requirements Analysis
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1. Establish a Business Need The request for new or enhanced procedures or system changes can originate from all
areas in child support such as from: program staff, policy, field operations, fiscal services and information technology
Request sets in motion any enhancements needed to improve the quality of services that we provide to our customers
Once a business need is determined valid, the BA can begin the research phase
2. BA Conducts Research Researches the proposed business need Determines what will be needed to implement business need
This involves gathering multiple options for implementing business need and deciding which option is the best course of action
3. BA Conducts a Training/Communication Assessment Determines whether or not training is needed before implementation If so, Training Manager within BA Unit may be included in developing training materials
and/or User Acceptance Testing (UAT) testing Decide if IM (Information Memorandum) or HD (Help Desk) memo is needed
Business Requirement Analysis (continued)
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4. BA Prepares a Section 1 Document A Section 1 Document is a brief summary of the proposed business need. The document
includes details of the changes requested and the value of the changes The research gathered from the previous steps is included in the Section 1 Document Once a Section 1 Document is approved by management staff, a task number is assigned to
the business change request
5. Assignment of Task Priority At the Task Planning group meeting, the task is evaluated and placed on the Task Planning
spreadsheet according to its priority If a task is considered high priority or becomes high priority, Systems staff, UAT staff and
policy staff will be assigned resources for their area of responsibility regarding the task
A
Systems Requirements Analysis (Design)
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• Systems Staff Provides Part B Documentation
Once the task has been verified as a necessary business need and given a priority on the task planning spreadsheet, systems staff will analyze the task from a systems prospective
The Part B documentation includes the technical changes pertaining to the identified system modifications
The Part B contains estimated timelines for completion of each work phase. These work phases include:
• Coding• Development Testing• System Testing• User Acceptance Testing
• Implementation
BA Tracking & Verification Duties
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• Tracks Prescribed System Timeframes Tracks the progress of each phase of system development Ensures task is moving along as scheduled If delays are encountered, the BA will alter the timeframes and report the reason
for the delay to appropriate management staff
• Monitors completion of IM, Training Documents, Etc. Monitors the progress of the IM or HD memo document Communicates with appropriate staff to guarantee draft copies of task documents
are completed far enough in advance This allows time for review and input from management staff
• Post Implementation Verification Ensures proposed enhancements have successfully migrated into TCSES with
no associated problems Verifies IM or HD memo has been issued and distributed to appropriate staff as
well as task-related training has been developed and implemented
Contact Information
Charles Bryson Director of Field Operations
Child Support Division
Department of Human Services
Citizens Plaza Building, 12th Floor
Nashville, TN 37243
Phone: 615-313-5126
Fax: 615-532-2791
Email: [email protected]
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BRIDGING THE GAP
JoAnn PearsonJoAnn PearsonSenior Child Support AnalystSenior Child Support AnalystAuctor CorporationAuctor Corporation
Venus and Mars?
Bridging the Communications Gap
Engagement = Improved Communications
Business Process Documentation
Engagement Techniques
Personal Development
“Engage” the Stakeholders & Project Team Members
CSE Management
IT Management
CSE User Community
CSE/IT Project Teams
Why Project “Engagement” ?
Prevents Scope Creep
Reduces Risk
Defines clear requirements
Keeps the stakeholders interested
Ensures project completion & success
Build the FoundationAre your internal business processes documented?
CSE: Establishment, Locate, Enforcement, etc.IT: Software Development Life Cycle (SDLC)
PMO: Project Management Life Cycle (PMLC)
Do any business processes need to be added/modified/deleted? Reasons for Modification
State or Federal MandatesTechnology Changes
Project Reporting RequirementsStaffing reorganization
PMO & IT Business ProcessesPrepare & Publish Project Management Life Cycle (PMLC) documentation.
The project management life cycle contains five steps: Initiation, Planning, Execution, Monitoring/Control and Closure. The Project Management Life Cycle helps in narrowing the project's focus, keeping it's objectives in order and finishing the project on time, on budget and with a minimum of headaches.
Software Development Life Cycle (SDLC) documentation.A system development life cycle (SDLC) is the overall process of developing information systems through a multistep process from investigation of initial requirements through analysis, design, implementation and maintenance.
Create Templates for use in PMLC & SDLC Processes.Templates enable you to create professional documents that are unified in appearance. With a template, you’ll be able to access ready made documents that you’ll be able to manipulate via a step-by-step process to fit your specific needs.
State Technology Architecture documentationThe Technology Architecture defines the principles, best practices, and standards as they apply to the hardware, operating systems, programming, middleware, data management, systems management, collaborative tools, security, and networking solutions used by the organization.
Why Document Business Processes?
With business processes documented & practiced... your team will...
Become better communicatorsBecome more confident & prepared to work with the stakeholdersBecome more inspired and share their own visionsRemain calm under pressureBe more creativeBuild problem solving skills
How can PMO & IT create CSE Management Engagement?
Inspire a Shared Vision
Be Enthusiastic
Be Empathetic
Manage Expectations
Ask Project Scoping Questions
Know when to Negotiate
Include CSE Management in Long Term IT Planning
Review the PMLC & SDLC with CSE management. With this knowledge, CSE management can anticipate
the steps necessary, the timeframe needed, and CSE’s responsibilities for the completion of any IT project.
How can PMO & IT create User Community Engagement?
Inspire a shared vision Be enthusiastic Be empathetic Review the PMLC & SDLC Ask Project Scoping Questions Develop Project Charter & get Project Sponsor Approval Use JAR/JAD sessions & comment periods to define requirements. Use formal communication methods Hold regularly scheduled project status meetings Publish project status reports
Build/Engage the Project Teams
Develop a visionBe genuineTalk about the Hard ThingsKnow how to listenAsk good questionsBe dependableKnow how to have a good timeKeep the team goal oriented
Micheal Nir-Building Better Teams
Project “Engagement” TechniquesUse during the definition any of the following:
Project Example
Business Objective:
Build a Business Intelligence Portal by June 2014
Business Requirements
•Operational Reports
•Federal Reports & Self Assessment
•Managers Dashboard
•Ad Hoc Reporting
•State Map w/ Statistics
•Predictive Analysis
Project Scoping Questions
Project Success Asked Confirmed Follow-up Needed
Comments
How would you quantify (measure) success?
Project Sponsorship and Stakeholders
Asked Confirmed Follow-up Needed
Comments
Who is the Sponsor? Are they aware of their responsibilities as Sponsor?
Is there a committee responsible for sponsoring?
Who is the point of contact on the committee? Who makes the final decision?
Who are the primary people/roles that are feeling the “pain points”?
Who is going to be the most excited to see this project launched?
Business Objectives Asked Confirmed Follow-up Needed
Comments
What are your goals for this project or enhancement?
What “points of pain” are we trying to alleviate with this project? Or, what are the points of pain that caused us to consider the project?
What led to the start of this project?
How do the goals of this project map to your overall business goals or strategy?
Which among the following will this project improve: Customer Satisfaction, Operational Effectiveness, Increase Revenue, Decrease Cost/Expense, Regulatory Compliance? If none of the above, what is the business reason for spending time & resources on this project?
Personal Improvement
Become Better Writers!Practice, practice, practiceSay it out loudMake it more conciseWork on your headlinesRead, read, read
Dave Kerpan-Want to be taken seriously? Become a better writer!
ConclusionPMO/IT stewardship includes helping business stakeholders identify problems and define objectives....
Business Process knowledge enables a project team to be more efficient.....
A team that is gifted in analysis skills and techniques can do an adequate job without deep business process knowledge....
However...a team with a strong sense of business processes will more quickly determine the right questions to ask, and the right approach for handling business challenges.
Contact Information
JoAnn PearsonSenior Child Support Consultant
Auctor Corporation
9225 Priority Way West Drive
Indianapolis, IN 46240
Phone: 317-569-7480
www.auctor.com
Email: [email protected]
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Venus and Mars:Venus and Mars:Bridging Communication Bridging Communication
Gaps Between IT and CSEGaps Between IT and CSE
ERICSA 50th Annual Training Conference & Exposition ▪ May 19 – 23 ▪ Hilton Orlando Lake Buena Vista, Florida
Thanks for listening.Thanks for listening.Questions?Questions?
