Newport News

Department of Human Services

Kick Off Meeting

June 10th, 2010

"Out of clutter, find simplicity. From discord, find harmony." - Albert Einstein

22

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?

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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

44

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.

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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.

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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.

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Project Organization Chart

Steering Committee

Harmony

Project Manager, Sarah Kozlowski

Technical Analyst Jack Bove

Configuration Analyst, Sarah Kozlowski and

Jack Bove

Database Administrator: Jack Bove

Client Project Manager, Edward R. Guerrero

Functional Area Specialists SMEs: Andy Hartigan

and Crystal Bell

Technical Analyst: Jay Brown and James Cloud

Reports Analyst, Edward R. Guerrero

Integration Specialist: Andy Hartigan

Testers: CSA Team

Harmony Customer Support

Application Level Involvement

to provide post implementation

support

Installation Engineer: Jim Daniels

Training Specialists: Nashawn Gibbs and Crystal

Bell

Help Desk: Crystal Bell and James Cloud

Trainer---System Admin: tbd

Trainer---Reports: tbd

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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 maximizeyour economic and social functioning in the City of Newport News. To realize this commitment, we stand ready to work with you. I knowstaff 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.

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Scope

� Financial Processing

� CSA data set export

1010

Objectives

� Satisfied Customers

� Meeting State CSA reporting requirements

� Accurately

� Timely

� User friendly configuration

� Ability to expand use in the future

1111

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?

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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

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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

1414

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?

1515

Information System Components

1616

Structured Implementation

Methodology

Business

Analysis

As Is/To Be

Set Up &

Configuration

Validation

End User Training and Go

Live Preparation

Deployment

1 5432

Planning &

Preplanning

6

1717

Harmony Implementation Process

Deployment

End User Training

and Go-Live

Prep

ValidationSet up &

ConfigurationBusiness AnalysisPlanning

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

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Phase 1: Planning

� Preliminary Project Plan

� Kick-off Meeting and Planning (June 10th, 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

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� 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)

Phase 2

Business Analysis

2020

� 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

Phase 3: Setup and Configuration

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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

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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

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Phase 6 Go-Live

� Rollout

� Help Desk Go Live

� Go-Live Support

� Transition to Customer Support

� Post Implementation Audit

� Future Projects

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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

Implementation Process Expectations

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• 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 post-

implementation support strategy

•Development of internal help desk and full control over technical environment

What will be expected from Newport News

Implementation Process Expectations

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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

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• 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

Common Reactions to Expect

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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

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• 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

Keys to Project Success

• 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

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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.

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Working Session

� Each team member, please articulate your current

� Questions

� Potential Project Risks

� Issues

� Concerns

� Demo of existing work flow in Client Server

(Crystal)

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Harmony Project Director

Murali Pillai

O: 703.657.1472

M: 813.363.0951

mpillai@harmonyis.com

Harmony Executive

Pat BoggsPresident and General Manager, O:703.657.1460M:703-801-5795Pboggs@harmonyis.com

Escalation Plan

Professional Services Delivery

Sarah Kozlowski

Project Manager

O: 817-562-1365

M: 703-868-4736

skozlowski@harmonyis.com

Questions?