during all phases of ETS2 transition and deployment. Stakeholders will need to be managed through appropriate communication targeted specifically for their level of involvement in ETS2 implementation. More information about recommended change management communication and activities is included in the Agency ETS2 Communications Plan Guide and Template and the Pre-Deployment Communications Checklists document (Attachment 6). Performance Management It is advised that agencies plan for and incorporate quality and performance management into their processes during transition. For example, the Help Desk and other transition team employees will need to be prepared to handle an increased volume of user calls during the transition period and it is important to apply quality and performance metrics to all of these interactions; this will create a positive user experience from the start. It is the responsibility of the Transition Manager or ETS2 Lead to determine how performance will be measured and that it is effectively communicated to the team up front. Performance goals should be set at the onset of transition and may include goals such as; ensuring all help desk calls are answered within a certain time, completing implementation on time or early and finding ways to reduce cost without impacting production. Financial Management Financial controls should be determined by contract type and vehicle. The Transition Manager will establish a cost management mechanism that will ensure the ETS2 transition project stays within the budget specified by the Executive Sponsor. The successful deployment of ETS2 will depend in part on an agency’s ability to prioritize activities that have a financial impact on the project, and to keep these high priority activities fully funded. Risk Management In order to be prepared for the inevitable “challenges” that are sure to present themselves during the course of the ETS2 transition project, it is important to anticipate and document risks as well as potential mitigation strategies. This will enable the project team to be aware of their potential and to have responses ready. Please refer to the
during all phases of ETS2 transition and deployment. Stakeholders will need to be managed through appropriate communication targeted specifically for their level of involvement in ETS2 implementation. More information about recommended change management communication and activities is included in the Agency ETS2 Communications Plan Guide and Template and the Pre-Deployment Communications Checklists document (Attachment 6). Performance Management It is advised that agencies plan for and incorporate quality and performance management into their processes during transition. For example, the Help Desk and other transition team employees will need to be prepared to handle an increased volume of user calls during the transition period and it is important to apply quality and performance metrics to all of these interactions; this will create a positive user experience from the start. It is the responsibility of the Transition Manager or ETS2 Lead to determine how performance will be measured and that it is effectively communicated to the team up front. Performance goals should be set at the onset of transition and may include goals such as; ensuring all help desk calls are answered within a certain time, completing implementation on time or early and finding ways to reduce cost without impacting production. Financial Management Financial controls should be determined by contract type and vehicle. The Transition Manager will establish a cost management mechanism that will ensure the ETS2 transition project stays within the budget specified by the Executive Sponsor. The successful deployment of ETS2 will depend in part on an agency’s ability to prioritize activities that have a financial impact on the project, and to keep these high priority activities fully funded. Risk Management In order to be prepared for the inevitable “challenges” that are sure to present themselves during the course of the ETS2 transition project, it is important to anticipate and document risks as well as potential mitigation strategies. This will enable the project team to be aware of their potential and to have responses ready. Please refer to the
ets2_transition_planning_guide.docx