M3 Playbook > Phase 5: Operations 5.4 Support Stabilization & Perform Change Management 5.3 Implement O&M Governance

5.5 Maintain Applications Post Go-Live

Objective:

Maintain regular communication with stakeholders and assess the effectiveness of the training after the migration is complete to support stabilization and user adoption.

Phase 5 Guidance

Activities

1. Develop and deliver messages based on the targeted cutover Communications Plan (S) 2. Assess the impact of the targeted cutover Communications Plan and provide stabilization support for transition (S) 3. Continue to conduct training for employees during the stabilization period (S) 4. Assess the impact of the training for employees through elevations and metrics (S) 5. Document lessons learned from Training Evaluations and stakeholder feedback on communications (S) 6. Develop a new Communications and Training Plan for Operations and Maintenance (O&M) (S) 7. Conduct training on a regular basis and specifically as new employees are onboarded or as process improvements and/or system enhancements are made (S) 8. Develop and deliver ongoing methods and Communications Materials to message process improvements and/or system enhancements (S)

Inputs • Change Management Plan • Training Materials • Training Assessment and Metrics • Targeted Cutover Communications Plan Outputs • Completed Training Evaluations • O&M Communications and Training Plan • Communications Materials • Training Materials

Stakeholders • Business Owners (C, P) • O&M Team (C, P)

Best Practice

• Develop and execute frequent and multi-directional communications to increase the likelihood that most stakeholders receive the messages • Maintain job-aids, Standard Operating Procedures (SOPs) and Frequently Asked Questions (FAQs) and other documentation readily available for employees to refresh after migration