Government CRM
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GSA

 Government CRM Implementation Training

 Phase III Training & Testing

The Project Team members will have received training in the Design and CRP phase. Upon the completion of core project team training and a complete testing of the applications in the CRP phase, the person in charge of training (normally from the software manufacturer) will provide additional tailored training, in the form of either classroom and/or train-the-trainer, for the benefit of all end users of the application. User training courses differ from the initial project team training in that they focus on the day-to-day operations of the applications and do not cover the set up, configuration or process alternatives of the various COTS modules. This allows the users to focus on only the processes that they need to be concerned with and leaves the configuration and business processes to the core project team members.

As our experiences clearly demonstrate that retention is the most challenging consideration for user training, we recommend scheduling user training to occur just before Cut-Over. It is critical that management ensure the uninterrupted availability of those individuals scheduled to receive training so that training can be both productive and efficient.  User training is typically delivered using a Train-the-Trainer method. All users who will be responsible for using the system in everyday operations are trained in the processes necessary for their routine tasks.

When it comes to training, we highly recommend the KISS (keep it simple stupid) method. Stay focused on core responsibilities and don’t try to make your staff technology experts - it won’t work. Empower your staff with the tools, information and knowledge to become better at their roles, not technology guru’s. Some other training suggestions are listed below.

  • Spend your implementation time in the right areas – with a significant focus in training your people.CRM software implementations, more so than any other type of business software applications, should have less of a focus on software and more of a focus on people, processes and training. Thorough training and post-production support for the staff are directly tied to the acceptance and use of the new system and the realization of objectives by the organization.
  • Make sure you have completed all software configuration, pilot Q.A., testing and more testing before you introduce user training. You don’t want to make the users the testers or Beta site nor lose their confidence in the new system just before the go-live event.
  • Create a rock solid training curriculum, approach, materials and agendas; assemble cross reference materials where they can add value.
  • Create solid, user based, real-world training curriculums; avoid using the vendor's generic training materials in favor of a customized curriculum that the users can more closely relate.
  • Depending upon how computer savvy your user base is, you may want to consider skill-set assessments which measure PC type skills and can then append the training curriculum as necessary.
  • Provide multiple types of user help-based resources such as help desk, printed materials, job aides, reference sources, Queue Cards, a knowledge base and online documentation. You may want to consider provisioning a separate training company application where users can go to experiment without fearing the risk of corrupting the system.
  • If you're using internal help desk resources, make sure they are thoroughly trained and ready for the incoming user requests.

Events that take place just before the Cut-Over (‘go live’) phase include performing final modifications, reconciling a full conversion pass with each core module, reviewing expected outcomes and making adjustments as required. The CRP and user training will include many testing scenario’s to ensure the validity of the system, the knowledge of the users and overall data integrity. It is important that you also perform a System Readiness Review with each user community prior to Cut-Over and have a contingency plan in the event the cut-over fails and you must revert back to the prior system.

The alternative to a single cut-over is parallel processing. Parallel processing should be performed for at least two closed periods in order to be effective. Although parallel brings less risk and is regarded as a stronger safeguard for new system introduction, most organizations do not have the resource availability to perform all transaction processing twice in two separate systems and then perform reconciliation's.

Advance to Go-Live Phase >>

 

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 Government Customer Relationship Management Software