The Pilot Perspective – V2 Implementation Approach October 5, 2006

agenda Speaker and Panel Introductions LCSA and BP Representatives CSE V2.1 Implementation Approach Orientation Video Pilot LCSA Perspective Site Implementation Management Change Management Data Conversion User Training Hardware/Software Installation Joint Planning Team

introductions Meeting Facilitator Gerri Magers – BP Implementation Engagement Manager Pilot LCSA Representatives Marci Jensen – Sutter LCSA Director Mark Jones – Yolo LCSA Director Patty Sousek – El Dorado LCSA Program Manager BP Implementation Team Representatives Lee Bennett – Implementation Manager Tom Roberson – Change Management Group Lead

orientation video

site implementation mgmt The Dilbert Perspective

How Does the SIM Process Work? Coordination of all implementation activities in the LCSA SIM and LCSA Coordinator meet bi-weekly to discuss status Focus on schedule via LCSA Roadmap and Detailed Task List Issues and risk are identified and escalated as needed Communicate with LCSA Coordinator and Director site implementation mgmt

Lessons Learned Important to have a good relationship with SIM What Should LCSAs Do To Prepare? Consider who to select as the LCSA Coordinator LCSA Coordinator must devote majority of time to project Well organized Management level with broad authority site implementation mgmt

change management The Dilbert Perspective

How Does the CM Process Work? Meet with BP Change Management Lead Review “as is” vs “to be” business models Identify changes to existing processes Determine business process changes Flow chart of new processes (i.e. CCSAS Business Model) very comprehensive Identify differences with local practices Document significant differences for local training change management

Lessons Learned LCSA Change Management Lead needs overall knowledge of child support Needs authority to make decisions regarding LCSA practices Huge time commitment Utilize BP Leads as resource What Should LCSAs Do To Prepare? Identify staff to include in process change management

data conversion The Dilbert Perspective

How Does the DC Process Work? Cleanup starts when data mapping begins BP generates reports and places on web site Data validation begins about months before cutover data conversion

Lessons Learned Extent of cleanup varies from county to county Training issues identified LCSA Data Conversion Lead must be self-motivated; versed in data management Some reports can be directed to line staff Some reports require special training Data validation is very tedious What Should LCSAs Do To Prepare? Select staff adequate to handle cleanup data conversion

user training The Dilbert Perspective

How Does the Web-Based UT Process Work? Training for Trainers (T4T) Coach Assisted Training (CAT) Instructor Lead Training (ILT) Practice Environment System User Manual (SUM) Local Procedures Learning Management System (LMS) user training

Lessons Learned Self-directed CAT training vs classroom Counties can choose to do own training Allow staff access to training environment lab What Should LCSAs Do To Prepare? Plan business continuity during training Strategy to roll out system change training Identify differences with local practices Document significant differences for local training user training

hardware/software installation The Dilbert Perspective

How Does the HW/SW Process Work? Varies depending on county option BP tests cabling Clone preloaded system BP loads county-specific programs on all computers Order computers, laptops and printers / confirm number hardware/software installation

Lessons Learned Involve other county agencies IT Telephony Local setup issues Down time Office 2003 connectivity issues What Should LCSAs Do To Prepare? Plan for storage and removal of packaging Reuse or disposal of old equipment Map out locations hardware/software installation

joint planning team Staffing the Joint Planning Team Types of staff Strong leadership Flexible Tech savvy Knowledge of child support program Consider line staff/supervisor

What Should LCSAs Do To Prepare? Rabbit’s foot Communication with staff Newsletter Posters Morale building Resource planning Vacation scheduling Maintain performance expectations Prepare other county agencies Visit transitioned counties Practice in training environment joint planning team

Lessons Learned Make kickoffs meaningful to staff and fun Take the time you think it will take and double it Performance may suffer Staff disciplines as needed Importance of biweekly meetings - the SIMS are your friend! joint planning team

Q & A