System Launch Plans and Execution (45)
Description:
System planning and launch can be executed through a series of checklists for month-of, week-of, and day-of activities. The state and vendors should plan separately but coordinate their plans closely. Prelaunch activities should begin at least one month before launch. All tests through end-to-end testing and all vital remediation based on issues discovered should be complete. If they are not, consider delaying launch.
Details:
System launch plans should include details on who is responsible for what. These should include, at a minimum, the following activities:
- Month-of activities. Ensure the vendor system is ready. To accomplish this, complete end-to-end testing and make sure small-scale operational trial testing, if any, is underway and no serious issues have been discovered. Additionally, launch the website as well as advertisements to the general public in various media. Begin media outreach and monitoring, including the preparation of a press release. Ensure vendor has all equipment needed (e.g., store of devices sufficient for several months of operation) to launch on time.
- Week-of activities. Ensure the state and vendor customer service is ready and the system is ready to enroll people. Submit the prepared press release to media.
- Day-of activities. Ensure the vendors are ready to launch the day before. Monitor enrollments the day of launch and stay in contact with vendors. Perform hourly media monitoring.
System launch requires that the agency pay extra attention to communications and operations. Have daily calls with the vendors in the days leading up to launch and stay in regular contact during launch.
Primary Use:
Plan the system launch in advance to ensure a smooth launch, and then launch the system.
Best Practices/Lessons Learned:
- Ensure everyone at the lead and implementing RUC agencies, as well as the state government in general, is kept updated on system launch plans through agencywide notifications.
- Plan for the launch to occur at a slower time of year, if possible.
- To ensure public interest and enrollment starting from Day One, launch communications shortly after system testing is complete, at least one month before launch. If no one is aware of the system, no one will sign up.
- On the day of the launch, be flexible and ready to respond.
- Delay launch if major functions needed at the time of enrollment are not fully tested one month beforehand. System functions not needed until months into the program can be finalized later.
- Have formal (e.g., scheduled calls) and informal (e.g., project manager to project manager) communications with the vendor on the day of the launch.
- Focus agency responses on the most urgent issues during the first week after launch; begin more strategic responses on all issues after that.
State Government Context and Assumptions:
This task is led by the implementing RUC agency in close coordination with the vendors.