The customer awarded a large IT implementation project to a global IT service provider. We were hired to act as the voice of the customer, process manager, and mediator.
We acted as the interface between the customer and several IT service providers through all phases of the project, from requirements, through design, to testing, and go-live. As a neutral party we ran planned workshops to advance the day-to-day-work as well as conflict resolution between stakeholders where needed.
Phase 1: Managed process to capture requirements
- Held a series of workshop with civil servants to draft requirements for the new system, based both on workings of a legacy system and on new features
- Held a series of workshops with the IT service provider to clarify requirements to the right level of detail and remove ambiguities
- Helped customer to verify documented requirements and sign them off
Phase 2: Managed process to derive designs
- Worked on-going with the IT service provider, detailing the requirements into specific design documentation
- Liaised with a wide array of stakeholders in the agency to clarify outstanding issues and resolve contradictory or ambiguous requirements
- Helped customer to review design documents and sign them off
Phase 3: Implementation & Testing
- Monitored progress of implementation as the voice of the customer
- Managed changes between the customer, the IT service provider, a local IT partner, and another international IT partner along the way
- Mediated conflicts between the customer and the IT service provider, especially those arising from scope changes and delays
.jpg)
