1. HATS Lessons Learned June 24, 2008

2. Pennsylvania Department of Human Services Bureau of Information Systems Page 2 Agenda  Ground Rules  Goals  Lessons Learned Defined  The Team  Game Plan  Action Plans  Next Steps

3. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 3 Ground Rules  Turn your cell phone to silent.  No interruptions or judgments.  If names MUST be mentioned,  keep it professional.  no personalities.  Contribute openly to the discussion.  Identify needed actions explicitly.  Others you would like to add?

4. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 4 Goals  Learn from our experiences.  Engage in a dialogue that will give each of us a view of alternative perspectives.  Improve team communications.  Create an action plan for application on future initiatives.

5. June 24, 2008Pennsylvania Department of Human Sercices Bureau of Information Systems Page 5 What is a Lessons Learned Session?

6. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 6 Lessons Learned Defined  A retrospective of past events or actions.  Brainstorming ideas for working more effectively going forward.  Developing actions for applying lessons learned to future initiatives.  Improving team communications.

7. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 7 The Team  Facilitator  Hearings & Appeals  DHS Bureau of Information Systems (BIS)  Project Management Office (PMO)  Division of Enterprise Applications (DEA)  Division of Technology Engineering (DTE)

8. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 8 Game Plan  Create the Timeline  Identify positive, neutral, and negative events/actions that occurred during the project.  Timeline Walkthrough  What worked well?  What still puzzles us?  Prioritize identified issues.  Action Planning  Be reasonable, in terms of what is doable.

9. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 9 Create Timeline  List actual events or milestones in chronological order.  Not yet identifying whether it was good or bad.  Typically this is a shared view of what happened when, fact-based.

10. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 10 Timeline  Start Date  Phases/Activities  Strategy  Initiation  Planning  Execution & Control  Project Closed  Lessons Learned – June 24, 2008

11. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 11 Timeline Walkthrough  For each event/milestone identify:  what worked.  what did not work.  Identify areas to focus on rather than specific solutions.  Give examples.  Don’t assume or infer.

12. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 12 Areas to Consider Project Management Technical Management Human Factors Overall Project Planning RequirementsCommunication Customer Satisfaction Resource Management Specifications Team Experience Technical Success Risk Management Test Plan Interaction with Project Sponsor Quality Product Change Control Construction Interaction with Customer Product Accepted ProcurementTesting Interaction with Management On Time Budget Management Rollout Management Support Within Budget

13. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 13 Time-Out

14. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 14 Action Planning  Prioritize issues to be addressed.  Identify how each issue could be resolved in the future.  Don’t be too ambitious in any one action.  If necessary, decrease the scope of the action to something that could be realistically achieved.

15. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 15 Action Planning  What type of action is it?  Short-term fix?  Root cause solution?  If outside of your sphere of responsibility, how can you influence the decision- makers?  Who is responsible for each action?

16. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 16 Next Steps  Retrospective output will be written and shared with the group.  Action Plan will be published within the PMO for use on future efforts with Hearings and Appeals, as well as with other BIS supported projects.

17. June 24, 2008Pennsylvania Department of Human Services Bureau of Information Systems Page 17 Thank you for coming! Your voice is very important to the Bureau of Information Systems. We look forwarding to working with you soon! Contact: Carole Hussey, 717-772-7980, or chussey@state.pa.us