The Role of the Model Office in a Successful EDRM Implementation

What makes the difference when it comes to ain any relevant ITT and, if possible, a demonstration
successful eDRM rollout? From the experience of aof product capabilities to the business audience.o The
decade of public sector projects, Deirdre O'Neill ofImplementation plan - the Model Office, the rollout
Kainos outlines the value of the company's "modeland the training plan.
office" in mitigating risk...The Model Office
Why do some organisations appear to transitionThe model office is essentially a working prototype
relatively seamlessly into the eDRM environment whilewhich will reflect the production environment as
others find their first eDRM experience disappointinglyclosely as is practically possible; in effect an
disruptive? While there is no magic bullet to avoid theenvironment used for testing. This model office
significant upheaval that accompanies any newenvironment allows the organisation to assess the
technology implementation, the use of a model officeeffectiveness of the proposed solution, to validate
approach - essentially an opportunity to test drivethe configuration of the system and to facilitate the
the eDRM environment and collaborate on the designeducation of the key business and IT personnel who
process - dramatically reduces the potential forwill ultimately be responsible for promoting and
disruption for Managers and end users alike. In ourmaintaining the solution as it is deployed across the
experience at Kainos, the critical success factor forenterprise. The model office has a number of very
an eDRM programme is to rollout a "vanilla" eDRMpractical benefits:o It enables the project team
solution to the organisation in as short a timescale asmembers and user representatives to actually use
possible. Rather than burdening teams with thethe processes and interactions within the solution, as
additional pressure of decisions about high complexitydefined within scoping.o It allows for the transfer of
processes and/or complex integration points toknowledge to the project team members at an early
specific areas within the business at the outset, thestage - another critical factor for success.o It helps
organisation can experience generic business benefitsidentify possible modification to enhance the user
very quickly, and get a clearer view of how theexperience.o It provides an environment to
technology can be used to tackle more complexshowcase the solution to a wider audience -
integration further down the line.demonstrating advantages and creating a positive
The optimal approach is to design a set of phasesmomentum for the project at an early stage.o It
which will precisely determine the needs of theencourages both buy-in and feedback from frontline
organisation - accurately articulate what the proposedusers.
plan would be and demonstrate how these can bePost-Model Office Review
delivered in a controlled phased implementation.On successful completion of the model office and
The diagram below shows the different phases ofvalidation testing phases, a Post-Model Office Review
this approach. Scoping Exercise: this stage is critical inis undertaken to review the requirements and lessons
order to set very clear expectations for the projectlearned during the Model Office. The key "champion"
from both the eDRM and the customer perspectives.users identified during the model office phase can
This involves understanding the aims, definingparticipate in a number of facilitated workshop based
reporting structures, articulating the requirements andreview sessions. The review should include:o Any
agreeing a project plan. This will lay the foundationsrefinements to the system configuration.o A
for successful delivery of the project. Design"Lessons learned" document.o An updated detailed
Workshops: Via a series of design workshops, keyplan for the pilot and full rollout implementations.
"Power-Users", business stakeholders and ICTThe model office provides a proving ground within
support team members from the customerwhich the critical success factors for the organisation
organisation can discuss and agree essential elementsin meeting its business objectives can be explored. It
of the design. It is very useful if a pre-built installationalso provides an environment in which each of the
is available to demonstrate concepts and to configurekey risks within the subsequent deployment can be
standard features -issues can then be raised that canunderstood and mitigated, and creates a clear path
help refine design decisions into a sampletowards the pilot stage and subsequent roll-out. The
configuration.beauty of the model office, in our experience has
Workshops can establish a number of criteria:o Thebeen twofold - it engages key personnel involved in
terms of engagement for the project -what are thethe transition in a very inclusive way at an early
shared expectations of the joint customer and thestage, allowing immediate feedback on the veracity
EDRM project team?o A technical study to focus onof the system designed. It is also a proven route to
any required integration to line of businessbuy-in from all parties involved - seeking and
applications, as well as the hardware infrastructurerespecting their input into the end design,
required to support the eDRM solution. How willdemonstrating benefits early on, and easing the
migration of existing data be managed?o A businesschange process by anticipating challenges before they
study which will clarify business requirements outlinedarise.