EFFICIENT KNOWLEDGE MANAGEMENT: A PEAK PERFORMANCE SOLUTION TO STAKEHOLDER ENGAGEMENT WHITE PAPER SEPTEMBER 2010
EFFICIENT KNOWLEDGE MANAGEMENT: A PEAK PERFORMANCE SOLUTION TO STAKEHOLDER ENGAGEMENT WHITE PAPER September 2010 Authored by: GSA Business Unit Contributors: Kathy Fiffick Lynette Hawkins Salomeh Ghorbani Keith Parker Carlton Gravatt John Darnell Val Pisacane Adrian Cargill Bill Perry Dick Sherwood
Efficient Knowledge Management: A Peak Performance Solution to Stakeholder Engagement Background Several years ago, a prominent government program was using an Excel spreadsheet as the primary tool for tracking the software development life cycles (SDLC) of change requests for its nine government-wide procurement systems. The process encompassed the entering of change requests and technical analyses into Word documents, and then transferring the change-specific data to a spreadsheet. While the spreadsheet provided immediate viewing access to the program staff, it had numerous limitations. Maintenance of the spreadsheet was cumbersome, time-consuming, limited to one author, and it had limited filtering capability and graphic-oriented presentation. Additionally, updates to the various tasks were submitted via email and appended to the Notes column. This rudimentary process for capturing the SDLC of change requests evolved into a requirement to define, develop, and integrate an automated change request process that would engage a broad base of stakeholders from federal agencies and private industry and provide them with real-time visibility into the change-control process. Peak Performance Solution for Knowledge Management employed its innovative Peak Performance methodology approach to address the program s difficult challenge. The project team implemented an automated issue and project management tracker software application for capturing dynamic change requests and the change process workflow. This change management software application is unique in that it uses an open-source, web-based software accessible from anywhere, at any time which eliminates the need to download and install desktop software clients, thereby minimizing the expensive management of software licenses. The automated application did not require the development of a proprietary system with tasks like requirementsgathering, verification, development, testing, validation and security certification and accreditation. It drastically increases productivity and allows stakeholders to have quick visibility into the list of change requests. It also enables easy status tracking through the use of filters in a configurable dashboard. The dashboard effectively manages this knowledge as a strategic asset and focuses on encouraging knowledge sharing with the program s stakeholders. Figure 1 below depicts a typical personal dashboard. US DOT ITS JPO Page 1
Figure 1. Personal Dashboard. The dynamic issue and project management tracking tool can be used for more than is not just tracking issues and change requests. It can also be creatively configured for other types of tracking for; requirements management, project management, and help desk tickets. As the application was shared with stakeholders, requests arose for additional processes and capabilities, which served to prove stakeholders perceived value and interest in the tool., as the application s administrator, rose to the challenge and configured the application to accommodate the program s additional and complex requirements. We customized fields, issue types, priorities, screens, workflows, user permission levels, and notification schemes to the diverse needs of the program s stakeholders. The application allows attachments for supporting documentation, editing capabilities, workflow assignments, comments, and links to other change requests. Once created, leveraged the custom fields, issue types, etc., for other projects, thereby reducing the amount of effort to repurpose the application for stakeholders other tracking requirements. The program has over 560 changes in its change request project and over 900 help desk issues in another project. Those projects that require a more complex interaction among program management and contractors, were configured with a complex workflow with interactive task assignments. used simple US DOT ITS JPO Page 2
workflows or the out of the box workflow configuration for those projects that had a simple interaction, open, in progress, close, and reopen. The output is real-time and transparent to the stakeholder (as determined in the application configuration), removing the need to rely on periodic spreadsheets or emails to provide requested information. configured the application to allow interaction and visibility from the first entry of a stakeholder s request for a change, through the requirements gathering process, the approval process, development, testing, and implementation. Stakeholders are able to capture tasks, questions, answers, and comments in one thread instead of a number of emails that may not reach the right people or could get lost in someone s inbox. In addition, stakeholders can see the change history, what was edited and the new edit. Figure 2 depicts a typical change request display. Figure 2. Change Request Display The issue and project management tracking application is flexible and US DOT ITS JPO Page 3
interacts with other programs. Besides the typical XML, RSS feeds, Word, and Excel output, integrated business analytics software using dynamic, real-time data visualization and analytic solutions to improve operational performance and to afford informed decision-making. Figure 3 depicts a typical data visualization using the business-analytics software integrated with the issue-tracking application. The chart shows change requests by age, the number and length of time open, the number closed, and the length of time they had been open, a truly valuable tool for program managers tracking the time it takes their change requests to get implemented. Figure 3. Change Requests by Age Data Visualization US DOT ITS JPO Page 4
resolved the program s challenge of involving stakeholders in identifying the impact of change requests to the program s other acquisition systems as it is not desirable to break one system while improving another. Prior to using the web-based solution, stakeholders only had an opportunity to view change requests before or during change control board meetings or user group meetings. Engaging external stakeholders in providing input for change requests was a challenge as they were maintained on a proprietary system and the stakeholders had to rely on paper copies or email. Comments were oral or by email and not everyone had the benefit of seeing the input. Changes are now transparent to all 700+ of the program s stakeholders. Access is by permission level. All stakeholders have browse access. However, agencies may control access by selecting those in the agency who can view, create, edit, or comment on the change request. Stakeholders, at any level, can comment on the change request. When stakeholders comment on change requests, they feel a part of the process and their concerns are validated. Educating stakeholders on the software development life-cycle process, and encouraging comments and interaction in the application, ensures that they have buy-in to the change and that all aspects and impacts are considered. Project managers, in turn, can receive valuable input and perspective, and see what interests stakeholders. At any time they wish, stakeholders can log into the web-based application to add a change request, assign it to someone, make comments, receive notifications of any updates, and subscribe to particular filter of interest. No longer does the stakeholder have to be tied to the desk during work hours to send or receive an email or phone call about the status of a change. notification scheme sends email notifications to smart phones and PDAs while riding in a car, on the metro, shopping, etc. Furthermore, stakeholders can respond at their convenience. Feedback is captured in the change request for all stakeholders to see and consider. Discussions are real-time. The program s biggest stakeholders are using the application regularly across the nation and the globe, virtually 24/7. The program also keeps stakeholders engaged by providing changerequest an issue links to the application in, meeting agendas, meeting notes, and invitations, to underscore that they have a vested interest in the process and that their input is needed and valued. ability to configure this type of application has been used across diverse, government-wide programs and industry. Because this is an open-source, web-based application, any US DOT ITS JPO Page 5
government agency or program can use it without worrying about firewalls blocking it. It has captured processes involving, policy, project management, financial, and technical issues. The government agency program was impressed with ability to configure the application to meet their needs. They adopted it as an immediate solution for managing Phase I change requests for the Recovery.gov website, the Federal Government s official website that provides easy access to data related to Recovery Act spending and allows for the reporting of potential fraud, waste, and abuse. The Recovery project had over 900 change requests. will be reconfiguring the application to support the configuration management tracking for new initiatives as required. Lessons Learned Implementing this type of application to such a diverse audience provided many lessons learned. Stakeholders have varied levels of application use, from frequent users to the occasional users. Addressing diverse skill levels has been a challenge. We need to ensure that the right tools and education are available to allow users to easily navigate through the application and understand its capabilities. We have discovered that the online training material, provided by the manufacturing company, was written by technical people, for technical people, and does not contain user-friendly instructions. We resolved this issue by developing a PowerPoint presentation with step-by-step instructions on how to use the application and screenshots of interesting features. also reached out to the agency s user groups to familiarize the staff with the application. As users require more functionality, individual -on-one sessions are scheduled, either by email or phone, where the stakeholder is walked through the requested action. has empowered stakeholders in the fast-moving change process environment, reducing the cost and effort required, while providing increased efficiency. Peak Performance Solution the automated issue and project management tracker software application can be up and running in a short period of time and can be configured to meet the specific requirements of any firm needing just such a tool. US DOT ITS JPO Page 6
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