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M3 Framework Introduction M3 Framework Overview M3 Phase 0 - Assessment M3 Phase 1 - Readiness M3 Phase 2 - Selection M3 Phase 3 - Engagement M3 Phase 4 - Migration M3 Phase 5 - Operations M3 Resources
M3 Playbook > Phase 3: Engagement
3.16 Finalize Target State Concept of Operations
3.15 Prepare Data for Mock Conversions
3.17 Define Contact Center Structure
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Selection Phase 3: Engagement Phase 4: Migration Phase 5: Operations
Objective: Define which processes and services will be performed between the customer and provider to understand the Target State Concept of Operations.

Phase 3 GuidanceLegend - Customer, Provider, Shared
1. Review Engagement Phase Interagency Agreement (IAA)/Contract to determine in scope processes and target state requirements (S)
2. Review and agree upon where the business processes and services should be performed in the future (e.g., internally versus with provider) based on the requirements and fit-gap analysis (S)
3. Update the Initial Concept of Operations (CONOPS) (S)
4. Validate updated CONOPS with stakeholders (S)
5. Define roles and responsibilities for Operations and Maintenance (O&M) (e.g., systems maintenance, incident identification, change control and release management, service level agreement reviews, and governance) (S)
6. Finalize Target State CONOPS based on processes to be migrated to the provider and the designed retained organization (S)
7. Report updates in governance meetings and Status Reports/Dashboards (S)

• Target State CONOPS
• As-Is Workforce
• As-Is Process Flows
• Scope of Services
• Requirements Traceability Matrix (RTM)
• Gap Analysis Report

• Target State CONOPS
• Business Owner (C, P)
• Program Manager (C, P)
• Functional Lead (C, P)
• Technical Lead/Solution Architect (C, P)
• Technical SME (C, P)
• Functional SME (C, P)