Getting
       aged care IT projects
            to succeed

Victor Konijn             ITAC09 conference
Managing Director...
Getting
     aged care IT projects
   to succeed the first time

Victor Konijn             ITAC09 conference
Managing Dire...
Getting aged care IT projects to succeed



    • The project scene
    • Case study 1: Considering legal action
    • Cas...
The project scene

               Two paradigms collaborating

             Aged Care                                     ...
The project scene

                       People
          Misunderstandings
      Strained relationships                 ...
The project scene



                                Common objectives

                                Issues perspective...
The project scene

     Practical services                                      Service values
            Technical      ...
Getting aged care IT projects to succeed



      • The project scene
      • Case study 1: Considering legal action
     ...
Case study 1: start situation


                             Payroll and rostering project

                   Staff resig...
Case study 1: methodology




 Fact finding                              Scoping                      Resolving




ITAC09...
Case study 1: methodology

          Fact finding – Scoping – Resolving


                                  Project histor...
Case study 1: methodology

          Fact finding – Scoping – Resolving


                             Plutonic Zoo action...
Case study 1: methodology

           Fact finding – Scoping – Resolving


                Frame ALL issues from BOTH part...
Case study 1: methodology

          Fact finding – Scoping – Resolving

       Working groups with Plutonic Zoo facilitat...
Case study 1: outcome

                                  Empty issue list
                   Substantial rework of rules b...
Case study 1: outcome




ITAC09 Sydney, 21 May 2009   Getting aged care IT projects to succeed   © Plutonic Zoo Pty Ltd 2...
Case study 1: conclusions



               Consider yourself part of the problem

                       Common sense is ...
Getting aged care IT projects to succeed



      • The project scene
      • Case study 1: Considering legal action
     ...
Case study 2: start situation


           Existing Accounting+Purchasing System

                Technical issues escalat...
Case study 2: methodology

          Fact finding – Scoping – Resolving

                                   Project histor...
Case study 2: methodology

          Fact finding – Scoping – Resolving

                             Plutonic Zoo finding...
Case study 2: methodology

           Fact finding – Scoping – Resolving


                   Focus on INDIVIDUAL percepti...
Case study 2: methodology

         Fact finding – Scoping – Resolving?


          Repair chemistry: replace contact peop...
Case study 2: outcome1


                  Joint understanding of client needs

           Joint conclusion vendor could n...
Case study 2: methodology

        Fact finding – Scoping – Resolving2


        Professional business requirement analysi...
Case study 2: outcome

                             Unanimous vendor selection

         Expectations included in practica...
Case study 2: outcome




ITAC09 Sydney, 21 May 2009   Getting aged care IT projects to succeed   © Plutonic Zoo Pty Ltd 2...
Case study 2: conclusions

                             Avoid bottomless pits

               Work towards team consensus
...
Getting aged care IT projects to succeed



      • The project scene
      • Case study 1: Considering legal action
     ...
Lessons learned




      1. Qualify ‘industry best practice’:
         - Value comes from alignment
           to your ne...
Lessons learned




      2. Requirements need to be complete


ITAC09 Sydney, 21 May 2009   Getting aged care IT projects...
Lessons learned




     3. Understand the relevance of questions;
        know your own presumptions


ITAC09 Sydney, 21 ...
Lessons learned




4. Be creative: distinguish means from goals


ITAC09 Sydney, 21 May 2009   Getting aged care IT proje...
Lessons learned




 5. Avoid email for controversial information


ITAC09 Sydney, 21 May 2009   Getting aged care IT proj...
Lessons learned




        6. Asking for help is a sign of strength


ITAC09 Sydney, 21 May 2009   Getting aged care IT p...
Lessons learned




         7. Conflicts are helpful
            when a win/win results

ITAC09 Sydney, 21 May 2009   Get...
Victor Konijn
+61 2 9401 5516
victor.konijn@plutoniczoo.com.au
www.plutoniczoo.com.au
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Plutonic Zoo Case Study Aged Care

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Plutonic Zoo Managing Director, Victor Konijn, presented this topic at the ITAC09 conference on 21st May 2009. The presentation includes two case studies to illustrate key elements we have found that are necessary to ensure that IT projects are successful.

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Plutonic Zoo Case Study Aged Care

  1. 1. Getting aged care IT projects to succeed Victor Konijn ITAC09 conference Managing Director Sydney Plutonic Zoo Pty Ltd Thursday 21 May 2009
  2. 2. Getting aged care IT projects to succeed the first time Victor Konijn ITAC09 conference Managing Director Sydney Plutonic Zoo Pty Ltd Thursday 21 May 2009
  3. 3. Getting aged care IT projects to succeed • The project scene • Case study 1: Considering legal action • Case study 2: Changing IT system/vendor • Lessons learned ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  4. 4. The project scene Two paradigms collaborating Aged Care IT Compassionate Rational Service Products Strict regulation Creative Diverse IT literacy Logical ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  5. 5. The project scene People Misunderstandings Strained relationships Project Escalations Unresolved issues Legal interventions Unrealised benefits Settlements Resources wasted Try again ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  6. 6. The project scene Common objectives Issues perspectives Bridge differences ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  7. 7. The project scene Practical services Service values Technical Impartial Commercial Resourceful Management Perceptive Communication Project passions Align Collaborate Leverage ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  8. 8. Getting aged care IT projects to succeed • The project scene • Case study 1: Considering legal action • Case study 2: Changing IT system/vendor • Lessons learned ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  9. 9. Case study 1: start situation Payroll and rostering project Staff resigning, high overtime costs Project issues escalated to client lawyers Plutonic Zoo appointed as impartial arbitrator ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  10. 10. Case study 1: methodology Fact finding Scoping Resolving ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  11. 11. Case study 1: methodology Fact finding – Scoping – Resolving Project history Vendor project personnel changes Weak requirements reconciliation Complex awards not understood Vendor budget overrun → squeeze Excessive manual workarounds ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  12. 12. Case study 1: methodology Fact finding – Scoping – Resolving Plutonic Zoo actions Separate discussions with both parties Examine implemented system Validate perspectives against contract Compare implementation with specifications ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  13. 13. Case study 1: methodology Fact finding – Scoping – Resolving Frame ALL issues from BOTH parties Separate contracted from “new” needs Categorise project issues ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  14. 14. Case study 1: methodology Fact finding – Scoping – Resolving Working groups with Plutonic Zoo facilitator Resolve one issue at a time Plutonic Zoo adds expertise as required Steering group manages escalations Negotiations -> Collaboration ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  15. 15. Case study 1: outcome Empty issue list Substantial rework of rules base Reimplementation Commercial settlement Agreed future conflict resolution process Working system Happy staff Normal working hours ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  16. 16. Case study 1: outcome ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  17. 17. Case study 1: conclusions Consider yourself part of the problem Common sense is not common Expressing BAU needs is an expert job ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  18. 18. Getting aged care IT projects to succeed • The project scene • Case study 1: Considering legal action • Case study 2: Changing IT system/vendor • Lessons learned ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  19. 19. Case study 2: start situation Existing Accounting+Purchasing System Technical issues escalated to C-level Parties not interested in joint resolution Plutonic Zoo appointed as project director ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  20. 20. Case study 2: methodology Fact finding – Scoping – Resolving Project history No documented business requirements No auditable vendor selection process Several contract versions, nothing final or signed Lack of trust in the vendor’s capabilities Solving project issues a priority ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  21. 21. Case study 2: methodology Fact finding – Scoping – Resolving Plutonic Zoo findings Overseas vendor - limited local influence Poor implementation Substantive manual workarounds Lack of trust in financial figures ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  22. 22. Case study 2: methodology Fact finding – Scoping – Resolving Focus on INDIVIDUAL perceptions Convoluted technical issues Communication issues ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  23. 23. Case study 2: methodology Fact finding – Scoping – Resolving? Repair chemistry: replace contact people Reinstall and reconfigure the system Professional user testing planning “New” requirements ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  24. 24. Case study 2: outcome1 Joint understanding of client needs Joint conclusion vendor could not satisfy Decision to look for alternatives Ongoing interim vendor support Commercial arrangement ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  25. 25. Case study 2: methodology Fact finding – Scoping – Resolving2 Professional business requirement analysis Impartial product search Professional closed tender process Open communication Self de-selection of vendors ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  26. 26. Case study 2: outcome Unanimous vendor selection Expectations included in practical contract Full time implementation project manager Early resolution of project issues Functionality prioritised above time/budget Delayed but successful go-live ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  27. 27. Case study 2: outcome ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  28. 28. Case study 2: conclusions Avoid bottomless pits Work towards team consensus (management, users, IT, vendor) Plan early for project effort Details can become showstoppers ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  29. 29. Getting aged care IT projects to succeed • The project scene • Case study 1: Considering legal action • Case study 2: Changing IT system/vendor • Lessons learned ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  30. 30. Lessons learned 1. Qualify ‘industry best practice’: - Value comes from alignment to your needs; - Only what is being used adds value ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  31. 31. Lessons learned 2. Requirements need to be complete ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  32. 32. Lessons learned 3. Understand the relevance of questions; know your own presumptions ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  33. 33. Lessons learned 4. Be creative: distinguish means from goals ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  34. 34. Lessons learned 5. Avoid email for controversial information ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  35. 35. Lessons learned 6. Asking for help is a sign of strength ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  36. 36. Lessons learned 7. Conflicts are helpful when a win/win results ITAC09 Sydney, 21 May 2009 Getting aged care IT projects to succeed © Plutonic Zoo Pty Ltd 2001/09
  37. 37. Victor Konijn +61 2 9401 5516 victor.konijn@plutoniczoo.com.au www.plutoniczoo.com.au

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