Government CRM Software Implementation 5 Phase Process
Government CRM Implementation Go-Live
Phase IV Go-Live & Roll-Out
Once the support resources are in place and the final risk analysis and readiness assessments suggest a green light, the organization is ready to cut-over and go-live. Below are a few recommendations to achieve an anti-climatic go-live experience.
Go-live is a time to have extra feet on the ground. When the cut-over occurs, your full project team, including executive sponsor, should be circling the user communities in order to project confidence and be immediately available for user requests or the inevitable few software irregularities that are sure to occur. Be sure to also rendezvous with the help desk resources periodically throughout the day.
It's also advisable to have additional representation from your software manufacturer or third party consultant. Have on site trained resources to stand over the shoulders of users at go-live is a good investment.
When users have issues, questions or problems, refrain from just supplying them with the answers and instead show them the help resources that have been setup to provide such responses and information. This will both grant the user an on-demand information resource and validate that the help resources are accurate and complete.
Users' greatest reluctance of the new system will occur on the first production day. It is critical that the change management plan incorporate findings discovered from throughout the implementation and be prepared for user resistance to occur on the first day of the go-live. Winning the first day sets the stage to win the implementation. Losing the first day sets the stage for an uphill battle.
Remember that preparation is the key to success. There is a very clear correlation between pilot testing and go-live success. The more a pilot system is tested the more smooth the go-live. After a few days into the go-live, the system will have initially stabilized, the users will have increased their confidence and the project team will hold an exit conference which will bring closure to the Go-Live phase.
Go-live proverb: “If you board the wrong train, it’s no use running along the corridor in the other direction.”