CSS Pro-Cloud Onboarding

The CSS OnBoarding Methodology

The CSS On-boarding methodology focusses on workstreams tasked to work on and deliver a part of the project. These workstreams work in conjunction with the Pro-Cloud Bridge along with written workflows specific to your implementation.

Project timeline underpinning is also supported by our online project management tool enabling real-time collaborative updates and communication. SharePoint areas are made available for secure file sharing for the duration of the onboarding process.

I.         Mobilisation and Implementation

a.     Project Management

b.     Information Governance and Security

II.         System Configuration

a.     Business Discovery

b.     System Data Templates

III.       Training (Signed Phase)

a.     Prescriber Champions Training

b.     Pro-Cloud Training

c.      Pre-Launch Trials (UAT)

IV.        System Acceptance (Signed Phase)

a.     User Acceptance Testing

V.         Live System Configuration

a.     Data templates import

b.     Live Data Migration

c.      Ready to Launch (Signed Phase)

VI.         Launch

a.     Launch Week Support

VII.         Project Signoff

Mobilisation and Implementation

Phase 1

This Phase is a meeting to kick-off the project.The CSS sales team at this stage handover the day to day management of the contract to the onboarding team post this meeting.The meeting will also discuss the implementation program and initialise workstreams toward project completion.

• Method: Zoom Conference Call Service (see Key Tools section)
• Agenda: (see Key Tools section)
• Duration: Maximum 2 hours
• Delegates: Key Project Team

Project Management

This key workstream underpins all other workstreams from the onset of mobilisation, through implementation and post-implementation to project closure.  It is essential that;

• A dedicated team is assigned to the project for the whole duration of the project
• Other resources required are available when their input is projected – resource reservation and allocation
• Weekly conference calls during the term of the implementation are attended by key resources with notice given in advance by either party where a meeting must be rescheduled
• Meeting Minutes circulated by CSS are actioned where required to maintain progress.  Meetings will be available via the Sharepoint site with email notification circulated to inform all project members
• Issues and concerns are raised early or immediately identified to enable the triggering of a risk mitigation action found in our 9-point project risk assessment document
• Key phases of the project are signed off prior to the next stage commencing.  The project plan will indicate signoff stages and its link to a future phase.

This section ensures all parties abide with a Data Protection Impact Assessment (DPIA) criteria and relevant signatories are obtained prior to data migration and system configuration with Personal Identifiable Data.  Completion of this section also acts as a precursor to the first “test cut” data being shared with CSS.

CSS Sales Actions

The CSS sales team will work with the onboarding team and customer post initial discovery to ensure all contract compliance is met. Any outstanding contractual documents will be submitted along with certificates etc by the commercial team.

CSS Onboarding Actions

The onboarding team will make available the following

• Amended Project Plan
• Data Templates
• Supporting Project Documents
• Access to Pro-Cloud Website

Customer Actions

• Confirm dedicated team details

o   Name

o   Email

o   Role

• Confirm Access to Sharepoint
• Confirm Access to Pro-Cloud
• Review and Acknowledge Amended Project Plan
• Confirm Availability of dedicated Project Team
• Confirm Supporting materials from CSS have been reviewed including the Risk Planning and Mitigation Document

Pro-Cloud Platform Configuration

Phase 2

Purpose

To provide a system overview which will assist in the 20% completion of the data templates.

• Method: Webinar Walkthrough
• Date: To Be Agreed
• Duration: 2 Hours per platform. Sessions may be held on the same with breaks or over 2 separate days.
• Areas Covered: TCES Community and Pro-Cloud
• Delegates: Key Project Team

Business Discovery

This stage seeks to identify specific setup information that is pertinent to the customer needs.  It is information that helps assist configure the system in the “adopt As-Is” or “To-Be” approach.  The opportunity to evolve and change inefficient business practices is also explored.

• Method: Face to Face
• Date: To Be Agreed
• Duration : 2 Days
• Areas Covered: TCES Community and Pro-Cloud
• Delegates: Key Project Team, Expert End Users

The data templates are released post the mobilisation meeting.  The approach CSS take is based on the 80/20 rule in project implementation.  We advocate the completion of the templates with 20% of the data provided to set up the UAT environment.

This platform is used for User Acceptance, Training and Continuous Improvement during the life of the contract and information provided here will simulate 20% of the actual Live environment.

When a customer first enters our portal, there will be features without any data. We aim to quickly fill these empty states with useful and actionable content to explain what the feature is, demonstrate its value within the day to day environment, and encourage users to start using the application.

During the contract enhancements, changes and improvements can be undertaken on this platform prior to application on the Live platform.

Meeting Outcomes

CSS Onboarding Actions

The onboarding team will provide ongoing support in completing the templates as well as

• Initial Site Configuration and Test with Client Network / IT Lead
• Hardware Configuration
• Provide Business Discovery Form for completion
• Provide Process WorkFlow Materials

Customer Actions

The customer will be required to complete

• No More than 20% of all Data Templates
• Complete Business Discovery Form
• Undertake and confirm Network access to Pro-Cloud and TCES Community

Pro-Cloud Configured Solutions Training

Digital Customer Signoff Milestone Phase 3

Method: Microsoft Teams
Duration: 2 hours per session
Number of Sessions: To Be Agreed
Delegates: Open Invitation

Our improved digital training service ensures we can provide a webinar-based training session to a bigger group of end users.The objective is to facilitate a wider audience without limiting attendance.  CSS promote this to also reduce environmental impact through travelling whilst achieving economic savings in training costs.

Method: Microsoft Teams
Duration: Customised
Number of Sessions: 3 Days
Delegates: Closed Invitation – Selected Service Area Experts

Pro-Cloud Module by Module, Role Play  User Training champion led (not exhaustive)

• Warehouse Management
• Asset Management
• Customer Services
• Logistics
• Maintenance
• Performance and Improvement.

Method: Microsoft Teams
Duration: 2 hours per session
Number of Sessions: To Be Agreed
Delegates: Closed Invitation

Specific considerations apply here with detailed documents assisting in making the right decisions and detailed planning with regards to training.  This includes but is not limited to:

• Champions – selecting the right individuals who can return to bases and train; colleagues on the use of the system
• Location – considerations include area, accessibility, comfort and facilities available at the location
• Dates – deciding on dates that allow the Champions to reach out to the wider Prescriber community and then giving individuals to access our online self-training portal.

Post-training continued use of the UAT platform to improve skills is highly recommended.  At this stage, the opportunity to run similar trials of actual live orders on the UAT platform will give and real-live experience to the individuals undertaking this exercise.

All staff members who will use the system on launch date should have trials on the UAT platform prior to launch to give them some assurances of the new system whilst reducing normal anxiety experienced in the introduction of a new system.

User Acceptance Testing (UAT) (Iterative)

Digital Customer Signoff Milestone Phase 4

Using our non-production UAT platform configured to 20% actual Live environment settings, CSS can provide a real-life experience of the final system during the phases of implementation.

The phases include;

• Pro-Cloud System User Acceptance
• Prescriber System User Acceptance

All acceptance testing is conjunction with process workflow documents to ensure written sequencing of organisational processes which can then be referred to within the scope of ISO 9001 and 27001 accreditations.

The UAT platform is deemed acceptable for use when the implementation phase progresses into the training phase.

The system should be configured for use in a similar real live environment for the training phase.  Once training is complete CSS believes the trainees can now undertake a formal user acceptance trial of the system using the new-found knowledge of the system.  Any changes required can be made at this stage.

The live platform setup and configuration commences at the stage when the user acceptance process is signed off. Full UAT plans and results are made available to the client.

During the contract enhancements, changes and improvements can be undertaken on this platform prior to application on the live platform.

When a customer first enters our portal, there will be features without any data. We aim to quickly fill these empty states with useful and actionable content to explain what the feature is, demonstrate its value within the day to day environment, and encourage users to start using the application

Pro-Cloud Live System Configuration & Pre-Launch Trials

Phase 5

Base Configuration Data Templates

Static Setup Data are files where the dataset is more static compared to the live operational data. Examples of this are:

• User Details
• Branches
• Service Capture
• Catalogue
• Pro-Cloud Business Setup Template

Only 2 cuts of the above examples will be expected with the initial one being the Test 20% extract.

Operational Data Templates

The examples here are:

• Client Details
• Equipment on Site
• Assets with Last Service Dates
• Asset Movements

3 extracts will be expected here

• Test Cut – Immediate
• Go-Live Cut – at least 2 weeks before launch
• Top-up Cut – 1 week after launch

The test cut of the Client and Equipment on Site are used to validate the data quality and not imported into the UAT platform. All other datasets are imported into the UAT platform and used for Quality Assurance and Training purposes.

Migration of data should be done with the involvement of the Data Controller’s representative and not solely by the incumbent.  It is the responsibility of the Data Controller to ensure that the migrated data complies with Data Governance.  Data Assurance targets should ensure that where applicable;

• Deceased Clients are not migrated to the new system;
• Data accuracy is at optimum.
• Data reference is in line with guidelines e.g. datasets, for example,  Gender and Title references.

Pre-Requisite

• Signed UAT Phase
• Completed Data Templates

Data Templates Import

At this stage, the completed data templates are submitted to CSS with the prefix file name of FINAL.

CSS will acknowledge receipt and confirm completion of import to enable the customer to undertake sample checks.

On Completion of DPIA requirements, CSS would want to receive and review an extract of the data to be imported – the “test cut”.

By working on the test-cut issues can be identified and the customer is given the opportunity to rectify it prior to submitting the final copy.

Any data issues identified in the final cut will result in the file being rejected until resolved.

Data sets are counted before import and post-import through DBA checks, data is checked for data type appropriateness, i.e. date formats, monetary formats etc.

Launch Phases

Phase 6  (Digitally Signed Phase)

On completion of data imports and pre-launch trials, validation checks are undertaken by CSS’s internal Quality Assurance team.

The customer will be required to undertake similar validation checks on samples of data

• Asset Import
• Catalogue
• User Accounts

o   Login and Change Password – this requires an email link and verifies the customers’ local system is allowing emails from Pro-Cloud via their Firewall

o   View Catalogue

CSS provides onsite assistance where needed and welcome for the launch period ensuring the customer team are supported in the switchover to the new system.

Where resources are available CSS will provide support in;

• Customer Services & Administration
• System Administration
• Data
• Warehouse and Logistics

Project Signoff

Phase 7 (Digitally Signed Phase)

CSS will undertake a Project Signoff exercise post-launch and no sooner than 30 days after launch.  This phase is an indicator that all setup configurations have been completed and operating to plan.

There should be no outstanding implementation actions at this stage.

The customer could, however, have an open ongoing day-to-day operational ticket which may be deemed as not linked to the project implementation.