M3 Playbook > Phase 1: Readiness 1.6 Define Benefits of the Program 1.5 Develop Lifecycle Cost in the Business Case

1.7 Define Change Management Approach

Objective:

Define expected benefits of the program based on the strategic objectives of the organization.

Phase 1 Guidance

Activities

1. Understand strategic drivers based on the objectives of the program (C) 2. Identify and document metrics to measure outcomes of the program against strategic drivers (C) 3. Set baselines for current state performance metrics and define success targets expected to be achieved after completion of the program (C) 4. Develop reporting mechanism and timeline to report on metrics after migration Go-Live (C)

Inputs • Organization Strategic Goals and Objectives • Target State Concept of Operations Outputs • Baseline Performance and Success Metrics • Target Performance and Success Metrics

Stakeholders • Business Owner (C) • Executive Sponsor (C) • Program Manager (C) • PMO Lead (C) • PMO Team, if on boarded (C)

Best Practice

• Set defined performance and success metrics (including baselines and targets) at the beginning of the program to be able to measure and communicate the benefits intended, and ultimately achieved, by the program Benchmark Key Performance Indicators (KPIs) against internal and external standards • Benchmark Key Performance Indicators (KPIs) against internal and external standards and use existing performance metric data to assist in identifying performance targets (i.e. previous Federal Benchmarking results, Customer Satisfaction Surveys, etc.). Consider contacting ussm.m3@gsa.gov for assistance researching agency specific and government-wide results • In most cases greater efficiencies are achieved, but short-term cost reductions are not. With the introduction of greater amounts of IT support however, substantial savings are realized in the longer term