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Program Management
  1. Provider

    Identify provider/customer decision-making structures participating in implementation

  2. Shared

    Define roles, authority, and paths for oversight / decision-making / risk escalation

  3. Shared

    Establish appropriate cadence for joint governance meetings and status reporting

  4. Shared

    Create integrated Governance Plan

  5. Shared

    Execute Governance Plan to guide Phase 3 activities

3.2 Lessons Learned

  • Set clear goals, timelines, roles/responsibilities, and obtain senior-level buy-in for implementation
  • Create a shared governance model aligned to program objectives
  • Secure early agreement to establish open communication across customer agency and provider
  • Promote decision-making at the lowest level with escalation paths for important / contentious issues
  • Establish recurring meetings and reporting to align leadership on priorities and progress

Stakeholders

Recommended stakeholders, inputs, & outputs may vary by implementation; however, agencies that contributed to this Playbook reported these factors as increasing the likelihood of success.

Customer

  • Executive Sponsor
  • Business Owner
  • Program Manager
  • PMO Lead
  • PMO Team

Provider

  • Executive Sponsor
  • Business Owner
  • Program Manager
  • PMO Lead
  • PMO Team

Inputs

  • Customer Agency and Provider Governance
  • Governance Plan
  • Provider Agreement

Outputs

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