M3 Playbook > Phase 4: Migration 4.3 Develop O&M Governance 4.2 Maintain and Execute Risk Processes

4.4 Prepare O&M Scope of Services and Contract

Objective:

Develop integrated Operations and Maintenance (O&M) governance structure to manage and oversee system and process performance.

Phase 4 Guidance

Activities

1. Identify provider governance bodies that will participate during O&M (P) 2. Define integrated governance authority, roles, and responsibilities for oversight and management decision-making on topics such as risk/issue escalation, Service Level Agreement (SLA) monitoring and management decision-making on topics such as risk/issue escalation, SLA monitoring, contract negotiations, service/change requests, and management after system Go-Live (S) 3. Establish integrated governance meeting cadence and reporting timelines for customer and provider (S) 4. Create integrated O&M Governance Charter (S) 5. Begin executing against governance charter to facilitate decision-making and issue escalation upon Go-Live (S)

Inputs • Existing Governance Bodies and Processes within customer and provider agencies • Customer Governance Charter • Migration Phase Interagency Agreement (IAA) (Federal Only) Outputs • O&M Governance Charter • Risks, Actions, Issues, and Decisions (RAID) Log

Stakeholders • Executive Sponsor (C, P) • Business Owner (C, P) • Program Manager (C, P) • PMO Lead (C, P) • PMO Team (C, P)

Best Practice

• Establish goals, timeframes, resources, and responsibilities clearly during the migration that has buy-in from senior management at the customer and provider agencies • Encourage decisions to be made at the lowest possible level, while allowing elevation of important or contentious issues through the governance model