3.16 Finalize Target State Concept of Operations

The .gov means it’s official.
Federal government websites often end in .gov or .mil. Before sharing sensitive information, make sure you’re on a federal government site.

The site is secure.
The https:// ensures that you are connecting to the official website and that any information you provide is encrypted and transmitted securely.

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

Objective:

Define which processes and services will be performed between the customer and provider to understand the Target State Concept of Operations.

Phase 3 Guidance Legend - Customer, Provider, Shared

Activities

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)

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

Outputs

• Target State CONOPS

Stakeholders

• 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)