1. Delivery Business Solutions April 29, 20131 Nashville PMI Symposium April 29, 2013 Stephanie Dedmon, PMP Director, Business Solutions Delivery Department of Finance & Administration State of Tennessee Having the Guts to Act on Your Lessons Learned

2. Delivery Business Solutions April 29, 20132 Introduction Learning Objectives Background – The Impetus for Change Developing Strategic Lessons Learned Ways to Drive Positive Change Methods for Garnering Sponsorship Key Lessons Learned More About Business Solutions Delivery Session Agenda

3. Delivery Business Solutions April 29, 20133 Stephanie Dedmon, PMP Director, Business Solutions Delivery – State of Tennessee Building on Lessons Learned and What We Can Take Away from Our Experience at the State of Tennessee Introduction

4. Delivery Business Solutions April 29, 20134 Understand the process for developing strategic lessons learned from past projects Understand ways to drive positive change based on painful lessons learned Understand methods for garnering sponsorship and support for the vision Learning Objectives

5. Delivery Business Solutions April 29, 20135 Customer Focused Government initiative started by Governor Haslam’s administration IT Workgroup comprised of Agency Commissioners and IT leaders focused on identifying and addressing technology challenges facing State agencies IT Workgroup identified several major issues and set about developing meaningful and actionable solutions Background - The Impetus for Change

6. Delivery Business Solutions April 29, 20136 The State of Tennessee has experienced several of the following over the last ten years:  Projects that have completely failed (i.e., never implemented, vendor lawsuits, etc.)  Projects that have significantly exceeded budget  Projects that have been delivered YEARS late  Projects that have been delivered without full functionality and/or without business results The Symptoms These less than desirable project outcomes have resulted in hard dollar costs to the State.

7. Delivery Business Solutions April 29, 20137 Problem Statements Lack of project management methodology and experience IT procurement process Inconsistent approach to agency IT classifications, organizational structure, processes and results

8. Delivery Business Solutions April 29, 20138 Involve those who have both positive and painful lessons learned Include stakeholders from multiple levels of the organization Include stakeholders from all business units (business and technical) Be willing to take a hard, but objective look at failures Focus on the whys, not the who Identify what should be done differently Categorize the lessons learned into meaningful areas The process for developing strategic lessons learned

9. Delivery Business Solutions April 29, 20139 During Governor Haslam’s first year, this was done in the form of several Customer Focused Government workgroups The IT workgroup was chaired by the State’s CIO, Mark Bengel but made up of both “old and new” stakeholders The workgroup included several Agency Commissioners who were facing less than desirable project outcomes Over a period of six months, the workgroup identified the biggest challenges and developed recommended solutions, including implementation plans, costs and benefits The process for developing strategic lessons learned

10. Delivery Business Solutions April 29, 201310 Show the hard truth in dollars Document meaningful key success factors that must be present going forward and map to what happens if they are not (in other words, show how and why projects must be managed differently) Put your money where your mouth is…fund it Hire experienced resources who can deliver Ways to drive positive change based on painful lessons learned

11. Delivery Business Solutions April 29, 201311 Created a new division within F&A called Business Solutions Delivery to provide centralized resources for the initiation, execution and management of large, complex business solutions to help achieve business objectives Provide deeply skilled and experienced resources to help deliver business solutions Focus on consistent and proven methodologies to enable the State to achieve improved success rates in delivering business solutions on time and within budget and at a high level of quality Ways to drive positive change based on painful lessons learned

12. Delivery Business Solutions April 29, 201312 Go big – get the right, high level sponsors to support the vision and direction Develop a group of stakeholders who can help carry the message and keep them informed Provide updates regularly Measure your success Continue to develop more lessons learned Get your customers to share their experiences Methods for garnering sponsorship and support for the vision

13. Delivery Business Solutions Key Lessons Learned Agencies have way too many business and technical initiatives; they need help prioritizing projects The State of TN has a lack of very experienced project managers Large projects rarely include a focus on the change impact The State has not traditionally truly owned testing and therefore, the solution delivered may not be fully functioning or meet the business needs We have not consistently managed project costs We have not always done business process improvement BEFORE selecting a solution We have a lack of project management discipline April 29, 201313

14. Delivery Business Solutions BSD Resource Framework Specific Functional Resource Skills:  Business Process Improvement  Requirements Analysis and Definition  RFP Development, Procurement Methodologies  Contract Management  Change Management  Quality Management  Project Metrics/Measurements  Methodologies, Best Practices, Tools and Templates  Testing  Source Code/Change Management  Training  Communications  Program Lifecycle Support April 29, 201314

15. Delivery Business Solutions BSD Service Offerings Assist in Business Process Improvement Initiatives Help Develop Business Solution Alternatives Develop Business and Technical Requirements Help Facilitate the Procurement Process Identify Agency Project Staffing Needs and Help Source Resources Deliver Program Management for Project Lifecycle Provide Project Measurement, Metrics and Reporting Provide Testing Strategies and Methodologies Provide Training Strategies and Methodologies Provide Quality Assurance Strategies and Methodologies April 29, 201315

16. Delivery Business Solutions Adopting a More Proactive Approach Business Process Analysis and Reengineering SMART Business Requirements Solution Vision Market Analysis Business Case Cost – Internal Staffing, Infrastructure, Software, Vendors… Funding Procurements Disciplined Project Management Methodologies Measurements April 29, 201316

17. Delivery Business Solutions Key Success Criteria Have the project business drivers and success factors been identified? Does this project, and its business drivers, support the agency’s (and State’s) overall strategic objectives? Does the project have adequate sponsorship, business participation in the project and ownership of the solution? Does the project have adequate funding for all phases of the project? Will the agency dedicate and commit the appropriate number and experienced project team resources to participate full time on the project? Has a change control board been identified and are they ready and capable to actively evaluate and manage change control? April 29, 201317

18. Delivery Business Solutions BSD Focus…Our Differentiators Requiring Up Front Business Process Analysis Adhering to Our Disciplined Project Management Methodology Building Relationships and Partnerships Focus on Organizational Change Management Focus on Consistent Testing Strategies Delivering Deep Project Management Experience Using Consistent Project Metrics to Evaluate Project Status Creating a Culture to Encourage Sharing and Lessons Learned April 29, 201318

19. Delivery Business Solutions Criteria for BSD Project Support Initial Project Estimate of $10 million and greater AND/OR high risk score BSD Governance Committee reviews all requests, key factors and success criteria to determine which projects BSD can support April 29, 201319

20. Delivery Business Solutions In Conclusion… The State of TN is very serious about improving our IT project outcomes Business Solutions Delivery is a first step to provide experienced resources and core methodologies BSD was developed as a result of acting on our lessons learned Proof is in the pudding….projects on schedule, on budget meeting key objectives Discipline….sticking to the methodology and willingness and support to make the tough (and unpopular) decisions Continuous improvement will be a focus April 29, 201320

21. Delivery Business Solutions Questions or Feedback? Contact Info: Stephanie Dedmon (615) 253-2725 stephanie.dedmon@tn.gov April 29, 201321