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Benefits realisation
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At Concentra, we work with our clients from the outset to ensure the foundations for success are established and that, throughout all stages of the project lifecycle, the end goals are kept firmly in sight.

To ensure this, our Benefits Realisation team has developed a range of tools and techniques to ensure:

  Stakeholders are aligned with the project
  Project goals are clearly communicated across an organisation
  Desired benefits are clearly defined and metrics monitored
  End users are central to the development process
  Users are trained and competency levels are maintained
  Continuous improvement loops are embedded

Concentra’s holistic approach to benefits realisation ensures that identified benefits are the driving force behind development, that their achievement is measureable post-implementation and that it focuses attention on continual improvement.

BENEFITS IDENTIFICATION


  1. Define what success looks like
      Support business requirements and content workshops to ensure key/overarching messages are integrated into all activities throughout development and implementation
  2. Articulate benefits and communicate to all stakeholders
      Present required benefits in written form for clarity and sign-off with key stakeholders and use this as a platform for all other communication
  3. Develop key metrics and monitor throughout the project
      Design a metric framework to identify the key metrics required to support each benefit and determine how each metric will be measured, i.e. through surveys, usage reporting, existing reporting such as changes in output and/or increases in productivity
CHANGE MANAGEMENT


  1. Align project vision with company goals
      Ensure the project supports the direction of the organisation to support any existing expectations, planned change and to avoid conflicts of interest
  2. Determine what's in it for the targeted stakeholder group (WIFMs) and likely obstacles
      Personalise the benefits and make them tangible for end-users, i.e. increased organisational performance may mean they can reduce the time they spend looking for documents, filling in forms and accessing other applications
  3. Establish effective governance structures
      Agree on means of communication, responsibility, escalation to ensure that all issues are swiftly
  4. Develop communication plan
      Schedule communication activities - assess what other activities are happening within the business such as regularly scheduled meetings, newsletters and use these forums to keep people up-to-date on progress
UPTAKE MANAGEMENT


  1. Define key activities and communication strategy for 'go-live'
      Identify the best way to launch the system (special event, simultaneous log on) and identify key teams of people who may support the project, i.e. internal trainers, marketing, technical support and ensure they have the skills to carry out their role effectively
  2. Monitor uptake to manage emerging areas of concern
      Install usage tracking to enable analysis of how many people are using the system, how they’re using and identify areas they’re not using to either change the way we communicate about particular functionality / features, or look at enhancing the way it works
  3. Collect feedback from users to ensure ongoing relevance
      Install usage tracking to enable analysis of how many people are using the system, how they’re using and identify areas they’re not using to either change the way we communicate about particular functionality / features, or look at enhancing the way it works
      Conduct surveys or user groups to regularly collect feedback from users and continue to engage them in usage and uptake of the system, and to feed into any future enhancements
TRAINING


  1. Develop engaging ways to deliver user training
      Interactive workshops, training videos, webinars/virtual training, lunchtime sessions, etc
  2. Integrate technical 'how-to' with meaningful context
      Ensure key messages are communicated in training so users know how the system to should be used
  3. Encourage user engagement and knowledge sharing
      Facilitate discussion during training to allow people to share ideas with each other and to discuss ways in which they want to interact with the system
ONGOING BENEFITS


  1. Measure and report benefits
      Collect data to support key metrics as identified in the performance framework and provide data and analysis to stakeholders on a regular basis (or as appropriate) to monitor success
  2. Celebrate success and continue to 'raise the bar' on performance
      Ensure achievement of goals are communicated and celebrated (especially for internal project teams, train-the-trainers etc) and revisit metrics regularly to ensure performance continues to improve
  3. Manage issues and constantly improve performance
      Collect users ideas and feedback and prioritise support, communication or enhancement activities accordingly