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Governance
Performance
MARKETPLACE

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M3 Playbook
Phase 0: Assessment
Program Management

0.1 Define Vision

0.2 Develop Project Business Case
Workforce, Organization, and Stakeholders
Technology
Process and Service Delivery
Phase 1: Readiness
Program Management

1.1 Conduct a Business Readiness Assessment

1.2 Establish Initial Customer Program Management Office (PMO) Processes

1.3 Establish Customer Governance Structure and Processes

1.4 Establish Customer Risk Processes

1.5 Develop Life Cycle Cost in the Business Case

1.6 Define Target Performance Metrics
Workforce, Organization, and Stakeholders

1.7 Define Change Management Approach

1.8 Define Stakeholders and Develop Communications Plan
Technology

1.9 Define As-Is and Initial Target State Systems Environments

1.10 Plan and Conduct Initial Data Quality Assessment
Process and Service Delivery

1.11 Develop Initial Target State Concept of Operations and Scope of Services

1.12 Review Standard Business Capabilities and Document Initial Business Capabilities

1.13 Conduct Market Research and Analysis

1.14 Develop Acquisition Strategy
Phase 2: Selection
Program Management

2.1 Select Provider for Engagement

2.2 Update Life Cycle Cost Estimate (LCCE)

2.3 Monitor and Control Program Execution

2.4 Maintain and Execute Risk Processes
Workforce, Organization, and Stakeholders

2.5 Design Labor Relations Outreach

2.6 Solidify Change Management Plan
Technology

2.7 Conduct Initial Data Cleansing Activities

2.8 Develop a Decommission Plan
Process and Service Delivery

2.9 Understand As-Is Business Processes
Phase 3: Engagement
Program Management

3.1 Integrate Program Management Office (PMO) Structures

3.2 Integrate Governance Structures

3.3 Monitor and Control Program Execution

3.4 Maintain and Execute Risk Processes

3.5 Finalize Migration Approach
Workforce, Organization, and Stakeholders

3.6 Engage with Labor Relations

3.7 Execute Change Management Plan

3.8 Develop Training Plan
Technology

3.9 Finalize Requirements

3.10 Conduct Requirements Fit-Gap Analysis

3.11 Finalize Target State Systems Environment

3.12 Develop Technical Strategy

3.13 Prepare Data for Mock Conversions (Data Cleansing, Data Mapping)
Process and Service Delivery

3.14 Finalize Target State Concept of Operations

3.15 Define Contact Center Structure

3.16 Define Service Level Agreements (SLAs)
Phase 4: Migration
Program Management

4.1 Monitor and Control Program Execution

4.2 Maintain and Execute Risk Processes

4.3 Develop Operations and Maintenance (O&M) Governance

4.16 Assess Readiness for Go-Live
Workforce, Organization, and Stakeholders

4.5 Design Target State Organization

4.13 Execute Workforce Transition and Prepare for Go-Live

4.14 Execute Training for Go-Live

4.15 Execute Labor Relations Strategy
Technology

4.6 Conduct Security and Privacy Reviews

4.7 Define Roles and User Access

4.8 Configure Systems

4.9 Design and Develop Interfaces

4.10 Design and Develop Reports

4.11 Conduct Mock Conversions

4.12 Test Systems and Processes

4.17 Develop and Execute Cutover Plan for Go-Live
Process and Service Delivery

4.4 Design Target State Processes
Phase 5: Operations
Program Management

5.1 Review Performance Against Expected Benefits

5.2 Collect Lessons Learned

5.3 Implement Operations & Maintenance (O&M) Governance
Workforce, Organization, and Stakeholders

5.4 Support Stabilization and Perform Change Management
Technology

5.5 Maintain Applications Post Go-Live

5.6 Decommission Legacy Systems
Process and Service Delivery

5.7 Conduct Continuous Process Improvement

5.8 Manage Integrated Contact Center

5.9 Monitor and Update Service Level Agreements (SLAs)
Resources

M3 Playbook > Phase 5: Operations

Phase 5: Operations

Objective

Deliver services and conduct continuous process improvement.

Key Tasks

Filter Responsible Roles:

Program Management

5.1
Review Performance Against Expected Benefits
shared
View Details
5.2
Collect Lessons Learned
shared
View Details
5.3
Implement Operations & Maintenance (O&M) Governance
shared
View Details

Workforce, Organization, and Stakeholders

5.4
Support Stabilization and Perform Change Management
shared
View Details

Technology

5.5
Maintain Applications Post Go-Live
provider
View Details
5.6
Decommission Legacy Systems
customer
View Details

Process and Service Delivery

5.7
Conduct Continuous Process Improvement
shared
View Details
5.8
Manage Integrated Contact Center
shared
View Details
5.9
Monitor and Update Service Level Agreements (SLAs)
shared
View Details

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Knowledge Library
Advancing the PMA through Shared Services
OMB Memo 19-16
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Designation Criteria
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M3 Framework
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5.1

Review Performance Against Expected Benefits

Responsible Party

shared

Inputs

Program Charter
Program Management Plan
Integrated Master Schedule (IMS)
Success Metrics
Service Level Agreements (SLAs)

Outputs

Final Report on Success Metrics

5.2

Collect Lessons Learned

Responsible Party

shared

Inputs

Communications Plan
Program Charter
Program Management Plan
Integrated Master Schedule (IMS)
Status Reports/Dashboards

Outputs

Lessons Learned Questionnaire
Lessons Learned Session
Lessons Learned Report

5.3

Implement Operations & Maintenance (O&M) Governance

Responsible Party

shared

Inputs

Service Level Agreements (SLAs)
Provider Agreement

Outputs

O&M Governance Plan
SLA Performance Reports
Change Request Log

5.4

Support Stabilization and Perform Change Management

Responsible Party

shared

Inputs

Change Management Plan
Training Materials
Training Assessment and Metrics
Targeted Cutover Communications Plan
Communications Plan
Training Plan

Outputs

Completed Training Evaluations
Change Management Plan
Communications Plan
Training Plan
Communications Materials
Training Materials

5.5

Maintain Applications Post Go-Live

Responsible Party

provider

Inputs

Requirements Traceability Matrix (RTM)
Target State Systems Environment
Technical Strategy
Cutover Plan
Service Level Agreements (SLAs)

Outputs

Post Implementation and Evaluation Report

5.6

Decommission Legacy Systems

Responsible Party

customer

Inputs

Cutover Plan
Decommission Plan

Outputs

Decommission Report

5.7

Conduct Continuous Process Improvement

Responsible Party

shared

Inputs

Target State Process Flows
Standard Operating Procedures
Service Level Agreements (SLAs)
Lessons Learned Report

Outputs

Target State Process Flows
Standard Operating Procedures
Service Level Agreements (SLAs)

5.8

Manage Integrated Contact Center

Responsible Party

shared

Inputs

Service Level Agreements (SLAs)
Contact Center Strategy

Outputs

Service Level Agreements (SLAs)

5.9

Monitor and Update Service Level Agreements (SLAs)

Responsible Party

shared

Inputs

Service Level Agreements (SLAs)

Outputs

Service Level Agreements (SLAs)