Overview:

The Adoption Center of Excellence service takes adoption beyond the Adoption Roadmap. Visibility into actual software usage patterns generates insights to identify additional value contribution opportunities and permanently improve the human dynamics of adoption across all IT adoption stakeholders.

An Adoption Center of Excellence includes all of the Adoption Roadmap service components. We augment our AdoptIT™ methodology with end user monitoring (EUM) technology to identify specific process, functionality & end-user opportunities for IT adoption-driven value. Conclusions drawn from monitoring data can drive executive decisions that impact on technology value, uncover user innovation, remove adoption barriers, enhance user capabilities, and expose root causes of system performance and process execution efficiency variances across the enterprise.

This type of service varies considerably based upon the scope and aspirations of the customer, however an 8-12 week engagement period would be usual to promote knowledge transfer and IT adoption capability development.

Benefits:

In addition to all benefits of the Adoption Roadmap, an Adoption Center of Excellence provides clients with:

• Quantification of the IT-driven productivity gap for the enterprise (equivalent to 5%+ of revenue)
• Complete visibility into the people-to-people and people-to-technology dynamics
• Permanent lift in the IT provider / customer relationship
• IT provider transparency into the value of specific functionality or releases
• Informed decision-making for enhancing, upgrading, or replacing software
• Improved adoption capability across all applications

Outcomes:

In addition to all outcomes of the Adoption Roadmap, major deliverables include:

• Value contribution framework to identify technology-supported value streams and quantify potential benefits
• Baseline of current effective usage levels, defined operational metrics and KPIs, and value contribution of software to key business performance metrics


• Identified user and system errors that impact on usage, productivity, and quality
• Multiple analyses of end user software usage and performance to drive productivity improvements
• Defined dashboards, analytics, and reports to provide increased visibility into usage factors influencing business results and discrepancies between current and targeted software usage across the organization
• Best practice workflows that identify replicable efficiency and effectiveness in software usage patterns
• Identified high-performing users and usage innovations to improve workflows and processes
• Specific recommendations to enhance solution fit-to-purpose and reduce user-driven workflow variation
• Maturity path for the enterprise to increase the effectiveness of its adoption discipline