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The Modernization and Migration Management (M3) Playbook has a new look! Explore our new features here.

Process and Service Delivery

Task Activities

  1. Shared

    Finalize list of in-scope processes for migration and identify which processes will undergo reengineering

  2. Shared

    Validate and update the Business Process Reengineering Strategy

  3. Shared

    Validate and update process decomposition for in-scope processes based on Service Area functions and activities

  4. Shared

    Develop Target State Process Maps for in-scope processes, considering internal control, segregation of duties, technology, handoffs, workloads, and manual workarounds

  5. Shared

    Review, validate, and update processes with stakeholders

  6. Shared

    Update and develop Standard Operating Procedures (SOPs) and develop Desk Guides/User Guide for customer and provider processes

  7. Shared

    Update/validate SLAs (as applicable) to ensure process steps are met that allow customers to meet agreed upon SLAs with provider

4.4 Best Practices

  • Establish a standardized and common process decomposition to have consistency in terminology using guidance from the applicable Service Area
  • Perform business process alignment activities rather than traditional business process reengineering to avoid bad practices continuing in the new system
  • Identify key functional process lead and Subject Matter Experts (SMEs) to drive process ownership and decision making
  • Use the Target State Process Maps to document process flows and handoffs, transaction volumes, enabling technology, user roles and responsibilities, and supporting tools/documentation used to complete processes
  • Use the Standard Operating Procedures to follow agency-specific step-by-step instructions for the execution of routine operations to ensure efficiency, quality output, consistency and uniformity of performance, and compliance with relevant regulations. Organize to-be process maps into end-to-end executable steps, and specify scope, purpose, input, output, and tools and relevant regulations

Stakeholders

Customer

  • Business Owner
  • Program Manager
  • Functional Lead
  • Technical Lead / Solution Architect
  • Technical SME
  • Functional SME

Provider

  • Business Owner
  • Program Manager
  • Functional Lead
  • Technical Lead / Solution Architect
  • Technical SME
  • Functional SME

Inputs

Outputs

  • Target State Process Maps
  • Standard Operating Procedures
  • Business Process Reengineering Strategy
  • Desk Guides/User Guide