Programme steering catch-up

[00:00]Daniel Nguyen: Let's get started, Helen's got a hard stop at ten past. Is Priya on? Priya, you're on mute. There. Right.

Helen Marchetti: Morning all. I'll be brief. I want to hear where we're at, and I've got one ask at the end.

Daniel Nguyen: Change lead, you flagged something on the calendar. Go.

Change lead: Yes. When I checked the dates against the official Victorian calendars, the go-live of Monday 19 April sits fine. It's the second Monday of Term 2. The training window doesn't. Term 1 ends Thursday 25 March, Term 2 starts Monday 12 April. Easter is Friday 26 March to Monday 29 March. Training is three weeks, starting Tuesday 30 March. The first two of those weeks are inside the school holidays.

Aroha Williams: Oh. Right. I hadn't put those two together.

Tom Gallagher: That's my shift cover. Half my parents will be on leave. I've got a roster that's already tight.

[00:06]Daniel Nguyen: Options. I'd like to hear the cheap ones first.

Change lead: Three, really. One, move go-live back a week or two so training lands after the holidays. Two, keep go-live and start training earlier, before Easter. Three, keep both dates and build the schedule around the holidays.

Helen Marchetti: I don't want to move go-live. Wave 2 depends on it and I've told the board June.

Priya Raman: Starting before Easter takes training into UAT, and UAT closes on the twelfth of March with sign-off on the seventeenth. Nobody's going to be trained on a system that hasn't passed UAT.

Sam Petrovic: And I can't start any sooner. I'm still working out trainer leave.

Daniel Nguyen: So option three. Keep the dates, build around it. Sam, Tom, Aroha, what does that look like?

[00:12]Tom Gallagher: Docklands. People on the early and late rosters can't get to a nine-to-five training slot. Mei's roster shows it. I can give you early and late. Six-thirty to eight in the morning, and half past four to six.

Sam Petrovic: Six-thirty would be tough but it's doable. Four-thirty to six is fine. I'd need to know my trainers are okay with that, because they'll be doing split days.

Tom Gallagher: They'd get time back after.

Sam Petrovic: I'll ask them. I can't promise it until I've asked.

Aroha Williams: Branches. A lot of my people have booked leave for the first two weeks. If the training is scheduled for those weeks, they just miss it.

Change lead: What if the branches have a first block in the week of 12 April, for anyone on leave during the first two weeks? That's the week school goes back, and it still finishes before go-live on the nineteenth.

Aroha Williams: That works. It'd give them one clear chance. I don't want it to turn into the only chance, though.

Sam Petrovic: Make-up sessions? Wednesday the fourteenth and Thursday the fifteenth, say, for anyone who missed their block. That is late enough in the window to catch people, and it leaves Friday the sixteenth spare.

Daniel Nguyen: Fine. Branch first block in the week of 12 April, make-up sessions Wednesday 14 and Thursday 15 April.

[00:19]Daniel Nguyen: Helen, we're near time. Anything else?

Helen Marchetti: One ask. Before Wave 2 I'd like a one-page scorecard that shows customer experience in a way I can show the board. Not forty measures. Something I can hold in one hand.

Change lead: I can send you an outline. A single page, with the measures we agree to track. I'll send it by Friday 19 February.

Helen Marchetti: Good. Thank you. And Daniel, I'm happy with the direction on the dates. Keep going live on the nineteenth.

Daniel Nguyen: Understood. Thanks Helen.

Helen Marchetti: I'll drop off. Bye all.

[00:21]Daniel Nguyen: Now the other one. Fatima, you were going to confirm the guardrails sign-off date.

Fatima Haddad: I was, and I'm going to move it. We've said Friday 26 March. I looked at what the test set needs, and Ben and I can't have it complete by then. The test set has to cover the complaint drafting and the final knowledge articles, and neither is settled until UAT has closed. And the 26th is Good Friday.

Priya Raman: So where does it go?

Fatima Haddad: Friday 9 April. That's ten days before go-live. Not earlier, not later. It's after the school holidays start to wind down, and it leaves a week and a half if we find something.

Daniel Nguyen: But training starts on the thirtieth of March. How does the demo of Compass Assist work if it isn't signed off?

Fatima Haddad: The training demo only uses guardrails that have been approved. Anything that hasn't been through the test set is switched off in the training sandbox. That's my condition.

Sam Petrovic: I can work with that. It just means the session is shorter on that part.

Change lead: So the gate moves from 26 March to 9 April. That changes the go/no-go checklist. And it's close enough to go-live that I'll log it as a risk of its own.

Fatima Haddad: Log it. I'd want to see it on the register. And I'll confirm the test set and the date in writing by Friday the fifth of February.

[00:33]Change lead: Fatima, one more from the earlier session. Question five. Is Compass Assist allowed to draft written complaint responses?

Fatima Haddad: I have a position. Yes, it may draft them. But the complaints officer must edit and send. The assistant never sends. Every draft is labelled as a draft so nobody mistakes it for a final.

Tom Gallagher: Does Louise know?

Fatima Haddad: I'll tell her this afternoon. I don't think she'll be surprised.

Change lead: I'll record the answer. May draft, the complaints officer must edit and send, and drafts are labelled. I'll turn the last part into a go/no-go criterion: complaint response drafts are labelled and editable.

Fatima Haddad: Yes. That's the test.

[00:40]Daniel Nguyen: Louise couldn't make it, but she sent a note. Change lead, can you read it?

Change lead: She says the complaint categories need to be mapped before UAT starts, otherwise the complaint tests can't be run. She had promised the list for the twenty-ninth. She now says she needs another week for the cleanup. Friday the fifth of February.

Daniel Nguyen: UAT starts on the eighth. So that's cutting it fine, but fine. The fifth.

[00:44]Aroha Williams: Can I bring up month end? Branches get hammered on the last days of March. Training starts on the thirtieth. The week of 12 April, though, is fine, that's quieter.

Daniel Nguyen: Noted. I'd rather not rework the schedule for it. The first block in that week helps anyway.

Tom Gallagher: And I'll say it. My shift cover risk is higher than it was an hour ago. It's not a Medium any more.

Change lead: Agreed. I'll raise the shift cover risk to High, because of the school holidays and Easter. I'd also like to send a school-holiday roster reminder to team leaders, and a short message to the business bankers about their 7:30 sessions from the workshop on Tuesday.

Daniel Nguyen: Both in the comms plan.

[00:50]Change lead: Another thing. Business bankers' pipelines will be pre-loaded from their spreadsheets, as Richard agreed in the workshop. I'd like to make that a go/no-go criterion, at least ninety percent of bankers pre-loaded, and tie it to the same date as the guardrails gate, Friday 9 April.

Daniel Nguyen: Yes. Sixteen criteria, then, not fourteen.

Priya Raman: Make sure the plan on a page and the rollout slide show the new gate date.

Change lead: Will do.

[00:55]Daniel Nguyen: Read-back, please.

Change lead: Go-live stays Monday 19 April. Training starts Tuesday 30 March. Docklands gets early and late blocks. Branches get a first block in the week of 12 April. Make-up sessions on Wednesday 14 and Thursday 15 April. The guardrails gate moves to Friday 9 April, and training demos use approved guardrails only. Question five is answered. Categories move to the fifth of February. Sam confirms trainer blocks for Docklands by the twelfth, Fatima confirms test set and date in writing by the fifth, I send Helen the scorecard outline by the nineteenth.

Daniel Nguyen: That's it. Thanks, everyone.