Programme planning

[00:00]Daniel Nguyen: Right, are we all here? Jorge, I can see you, can you hear us?

Jorge Alvarez: Loud and clear. Sorry, I'm in a car park, the Wi-Fi in the office is playing up. Give me two seconds, I'll find a quiet spot.

Sam Petrovic: Summer in Melbourne. Thirty-eight yesterday and then this morning I needed a jacket.

Daniel Nguyen: Don't start. Change lead, you've got the agenda?

Change lead: I do. Four things. How we cut the rollout, the go-live dates, how much training time we need, and when UAT runs. I'll capture decisions and actions as we go and send them round by end of day.

[00:04]Daniel Nguyen: Good. So, the rollout. Everyone has seen the numbers, about 1,250 people. My view is we can't do all of them on one day. Contact centre alone is 350 people on shifts across two sites.

Jorge Alvarez: Agreed. From our side, a single cutover for 1,250 would put hypercare under real strain. We'd want to split somewhere. The two obvious ways are by team or by state.

Sam Petrovic: By team makes training easier for me, to be honest. One curriculum per group, run it through. But then the head office people who...

Daniel Nguyen: The trouble is Tom's contact centre is Docklands and Parramatta. Branches are in both states. Bankers are in both. If we go by team, every state has one team on the new system and the others on Hamlink on the same floor. That's a mess.

Sam Petrovic: Yeah, no, fair. Branch referrals to bankers would go across two systems.

Change lead: That's the thing I'd flag as well. There's a version of this where a branch in Parramatta is referring a customer to a banker who's still on the old system. People will end up emailing referrals, which is what happens today.

[00:11]Daniel Nguyen: So by state. Victoria first, New South Wales second. Victoria is the bigger head office footprint, so the platform team and L&D and risk are all in Wave 1 anyway.

Jorge Alvarez: That works for us. Victoria has the Docklands site, the head office teams, thirty-four branches and forty-five bankers. We can configure once and the second wave is mostly more of the same.

Daniel Nguyen: Okay. Decision one, two waves by state. Wave 1 Victoria, Wave 2 New South Wales. Change lead, minute that.

Change lead: Done.

[00:15]Daniel Nguyen: Dates. I've been through the calendar with Helen. She wants a visible win by June. So Wave 2 can't go much later than early June.

Jorge Alvarez: If UAT finishes in March, we need around four weeks between sign-off and the first go-live to do the final data load, cutover rehearsal, and training. Mid-April works. Monday the nineteenth?

Sam Petrovic: Is that the Monday after the school holidays?

Daniel Nguyen: I think the holidays finish the weekend before. Let me, hang on, I'll check that properly. Put a note against it. We'll do a calendar check.

Change lead: I'll add it to the list. I'd rather we checked it against the official calendars than from memory.

Daniel Nguyen: Yes. Monday 19 April for Victoria. And New South Wales, I'd like Monday 7 June. That leaves a bit of room before the end of the financial year and gives us the better part of seven weeks between waves to fix what we learn.

Jorge Alvarez: Seven weeks is generous. I'd take it.

[00:22]Daniel Nguyen: Decision two and three. Wave 1 go-live Monday 19 April. Wave 2 go-live Monday 7 June. Now, training.

Sam Petrovic: Okay. I've got eight people. Eight trainers for around 1,250 users. I need to be honest that this is the bit I'm worried about.

Daniel Nguyen: Understood. What do you need?

Sam Petrovic: Training close to go-live, because people forget things. Three weeks before, I reckon. Two weeks and they can't fit it in around the day job, four and it's gone by the time they log in. And I need to work out what the contact centre looks like, because they're on rosters and I can't pull a whole shift out.

Change lead: Three weeks before go-live, for each wave. That gives you a window, not a single block, so teams can be released in groups.

Sam Petrovic: Yes. Window, not block. That's the thing.

Daniel Nguyen: Fine. Training starts three weeks before each go-live. Capacity, Sam, I need a number I can take to steerco. Can you confirm by next Friday week?

Sam Petrovic: The twenty-second. Yep. I'll need to look at who's on leave over Easter as well...

Daniel Nguyen: Mm. Right. Do that.

[00:33]Jorge Alvarez: Can I add something on hypercare? We usually recommend a minimum of two weeks after each go-live where our team is on call and the platform team is paired with ours. Anything shorter and you tend to find the second-week problems after we've gone.

Daniel Nguyen: Two weeks, each wave. Fine. Is that in the contract?

Jorge Alvarez: It's in the statement of work, yes. I'll send the clause.

Daniel Nguyen: Okay. Hypercare, two weeks after each go-live.

[00:36]Daniel Nguyen: UAT. When do we want testers?

Jorge Alvarez: Configuration is stable by end of January in our plan. We'd like to kick off in the first full week of February and run through to about mid-March. That's around five weeks, with sign-off the week after.

Change lead: My worry there is testers. UAT is when people get pulled back to their day jobs. If we don't ring-fence them, five weeks turns into eight.

Daniel Nguyen: That's a real risk. Put it on the register.

Change lead: Will do. I'd also like the UAT script list early, so I can work out who needs to be in which session and what we tell their managers.

Jorge Alvarez: I can send the script list on Friday. It's in draft but it's close.

Daniel Nguyen: Friday the fifteenth. Thanks. Decision, UAT February to mid-March.

[00:44]Daniel Nguyen: Change lead, what do you need from me?

Change lead: A first stakeholder list and a risk register, drafted from what we've got so far. Two documents, by Friday the twenty-second. I'd like you to read the stakeholder list before it goes to anyone else, because it has some honest views in it.

Daniel Nguyen: Fair enough. Send it to me first.

Sam Petrovic: Do the stakeholder list names include the business bankers? I know Richard's been...

Daniel Nguyen: Richard is on it. Richard is a conversation I'm going to have myself next week. He'll come around if he sees it in his own terms.

Change lead: I'd like to sit in on one of those workshops with his team. Not to sell it, just to hear how they work.

Daniel Nguyen: Yes. I'll ask.

[00:51]Jorge Alvarez: One more. Data. We still don't know which data comes across from Hamlink. That decides how long migration takes.

Daniel Nguyen: Not today. Take it as a question, due early February. Change lead, can that go on the open questions?

Change lead: Yep. Which legacy CRM data comes across, Jorge as owner, due 5 February.

Jorge Alvarez: Fine by me.

[00:55]Daniel Nguyen: Let me read it back. Two waves by state. Victoria goes live Monday 19 April, New South Wales Monday 7 June. Training three weeks before each. Two weeks of hypercare. UAT February into mid-March. Sam, capacity by the twenty-second. Jorge, script list on the fifteenth. Change lead, stakeholder list and risk register on the twenty-second.

Change lead: That's all of it, plus the calendar check on the nineteenth of April.

Daniel Nguyen: Yes, plus that. Anything else? No? Good. Thanks all. Sam, mind your jacket.

Sam Petrovic: Ha. Cheers.