Delivering successful IT-enabled business change (PDF), published by National Audit Office November 2006.
IT-enabled business change essential for reforming public services.
Many examples of failure, report examines 24 examples of success to draw out key factors, projects from £k20 to £M800+.
For the critical success factors identifies key questions to assess likelihood of success.
Critical Success Factors (and related questions)
Ensuring senior level engagement
- Is the board able to make informed judgements about the department’s capacity to manage change?
- Does the department have in place a decision making structure that will ensure strong and effective leadership of the IT-enabled business change?
- What incentives exist to drive performance?
Acting as an intelligent client
- Does the department have the necessary programme management skills?
- What is the natural division of duties between the Programme and Project Management Centre of Excellence and the Chief Information Officer?
- How will the department establish and promote an open and constructive relationship with suppliers?
- How clear is the department about the business process that it is seeking to change or develop?
- Does the technology exist to deliver the change?
Realising the benefits of change
- Beyond immediate technical success, how will wider benefits be secured?