Major System Updates (50)
Description:
Making major system updates to the operational system may include updates that participants will be unaware of, like an information technology system refresh, or updates that participants are aware of, like adding new functionality or a new commercial account manager to the system. These activities do not necessarily include innovations, which are covered in the Implement Innovation building block.
Details:
The most important part of this building block is monitoring when major updates are needed. These can occur for major system maintenance, for new functionality needed due to business circumstances (e.g., a new commercial account manager entering the market or the development of a new mileage reporting method), or for adherence to a new law or rule. When updates are needed, plan them ahead of time. Determine all systems involved in the update and all changes needed.
Primary Use:
Perform major updates to the operational system.
Best Practices/Lessons Learned:
- Plan for minimum system downtime, ideally on weekends and overnight.
- Ensure backup systems are in place before starting system updates and data are always backed up, ideally twice.
- Plan and execute communications for participant-facing updates.
- Announce system downtime to customers well in advance.
- Work with the communications team and customer service to plan communications and customer service for customer-facing updates.
- Follow the principles of information technology updates and perform a small-scale dry run if appropriate.
State Government Context and Assumptions:
This task is carried out by the implementing RUC agency in coordination with any vendors.