• MSSBTA Staff

Case Study: Guidance and Advocacy Keep Transformation Project on Track

Client Detail:

The client handles support of Arizona public programs by maximizing the organization’s net revenue.

The Challenge:

The client implemented a new system to support the back-office business functions (Accounting. Billing, Customer Service, et al). They faced challenges in system testing, organizational change management, user training and adoption. The implementation of the new system was critical, and the existing project challenges threatened the expected “Go Live” date.

Replacing the 30-year-old, AS400 system that was at end-of-life without a system to manage their business posed the greatest risk to the client. Recognizing the risky situation, the client engaged MSSBTA to evaluate the situation and implement the necessary structure to ensure project success.

Our Solution:

MSSBTA assigned a transformation project manager to lead the effort and provide leadership, governance, and accountability. Plans for managing project tasks, communications and organizational change were quickly built. The transformation project manager assumed responsibility for the management of the effort, including management of the vendor charged with the software implementation. Tasks critical for success were planned and executed. They included:

  • Complete documentation of business requirements

  • Internal and external team accountability for work tasks, reporting status, naming risks, and communicating issues requiring resolution

  • Complete user acceptance testing (UAT)

  • Incomplete functionality identification and work with the vendor and internal staff to complete those items

  • Created a software release schedule to allow software changes as soon as they are ready

With the number of issues that existed, the client leadership decided to push the live date to allow for the correction of software defects, to conduct added system and UAT testing, ensure adequate user training and to address the organizational change needs. client expectations were managed through regular formal and informal communications. The MSSBTA project management method supplied leadership, governance, and accountability throughout the project to hold the vendors and the client accountable for their assigned tasks. MSSBTA also became the client advocate when dealing with client partners.

Their Results:

The client was incredibly pleased with MSSBTA during the project and continues to engage MSSBTA to assume an ongoing support role. They recognized their own resource limitations and inexperience in managing software vendors, testing vendors, and internal resources effectively. They appreciated the guidance and advocacy MSSBTA provided during all phases of the project.


  • Project Work Plan

  • Risks and Issues Log

  • Decision Log

  • Weekly Status updates

  • Project completion to agreed plan

  • Organizational Readiness - Adoption & Deployment

  • Organizational change management plan

  • Training plan

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