Lessons Learned from a Failed System Implementation Ann Shawver, City of Roanoke VGFOA Spring Conference June 5, 2006

Introduction What happened in Roanoke in early July 2005 What happened in Roanoke in early July 2005 The purpose of sharing this story The purpose of sharing this story Background about Roanoke and its financial system upgrade Background about Roanoke and its financial system upgrade

The Contract Start with a solid contract and let the contract do its job for you Start with a solid contract and let the contract do its job for you Focus on the deliverables Focus on the deliverables The Project Plan This is your roadmap! This is your roadmap! Put a quality project plan together and update it according to the dynamics of the project Put a quality project plan together and update it according to the dynamics of the project

The Project Team Senior management Senior management Middle management Middle management Staff in accounting, budget, purchasing, etc. Staff in accounting, budget, purchasing, etc. Functional members Functional members Technical members Technical members User involvement User involvement

The Talent Search Putting together the right team Putting together the right team With projects like this it’s “experience, experience, experience” With projects like this it’s “experience, experience, experience” Know of a good project person – grab him or her! Know of a good project person – grab him or her!

The Importance of Leadership In the absence of leadership, your people will get lost! In the absence of leadership, your people will get lost! Who should lead this type of project? Who should lead this type of project?

Little Things Do Make a Difference Morale lifters Morale lifters Dealing with the overtime Dealing with the overtime Things called creature comforts Things called creature comforts

Ownership of the Project Remember this is going to be your system Remember this is going to be your system The client should own the decision making The client should own the decision making The client needs to know how to run the system The client needs to know how to run the system

Vendor Relations and Vendor Management Manage your project and manage your vendor! Manage your project and manage your vendor! Be clear about your expectations Be clear about your expectations Don’t hesitate to ask for what you need Don’t hesitate to ask for what you need Plan ahead concerning consultant staffing needs Plan ahead concerning consultant staffing needs

Project Management Tools Learn that project plan! Learn that project plan! Staffing budget Staffing budget Consultant staffing schedule Consultant staffing schedule Shared repository for project data Shared repository for project data The “war” room The “war” room Methods of communication Methods of communication Call centers Call centers

Let’s Talk About Meetings “Who needs meetings?” “Who needs meetings?” Can you hear the collective grumble? Can you hear the collective grumble? Benefits of meetings Benefits of meetings Groups that should meet Groups that should meet Written meeting minutes Written meeting minutes Importance of monitoring the value and changing as needed Importance of monitoring the value and changing as needed

Time Management Be mindful of the consultant’s travel schedule Be mindful of the consultant’s travel schedule Ironing out processing schedules Ironing out processing schedules Deadlines matter – know that project plan Deadlines matter – know that project plan Use the weekends to your benefit Use the weekends to your benefit

Planning Planning is key! Planning is key! Planning for success Planning for success Planning for failures Planning for failures “Failing to plan is planning to fail”

Some Golden Rules Don’t keep secrets! Don’t keep secrets! Remember, if you aren’t part of the solution, you must be part of the problem! Remember, if you aren’t part of the solution, you must be part of the problem! Poor planning on someone else’s part should not constitute a crisis on yours! Poor planning on someone else’s part should not constitute a crisis on yours!

Wrap Up ~ Q & A One of the best things which can come from a difficult experience is the opportunity to help someone else avoid the same problems! One of the best things which can come from a difficult experience is the opportunity to help someone else avoid the same problems! Call anytime! (but mostly after Call anytime! (but mostly after July 5, 2006 :o)