Ensuring a Smooth Post-Cutover Service Transition

Go-live marks a significant milestone in any banking system transformation, but it's not the end of the journey. After the cutover, several considerations must be addressed to ensure a smooth transition to stable operations. The concept of "done" needs to be clearly defined and understood by all stakeholders.

Here are key factors to consider post-cutover:

Transitioning Support Processes

One of the primary considerations is the transition from project support and execution processes to business and operational processes. This transition can be particularly complex in phased implementations, where a hybrid model needs to be maintained. Key issues that arise during this phase include:

1.?????? System Changes and Defect Remediation: Post-cutover, there may be a need for system changes to address defects or issues that were not identified during testing. This will require a well-defined process to manage the changes and their release.

2.?????? Feature Releases: In addition to defect fixes, there may be a need to release additional features or enhancements that were not part of the initial cutover scope. These releases should be carefully planned and coordinated with operational processes.

Hypercare and Stabilization

The period immediately following the cutover is often referred to as “stabilization”, which begins with “hypercare”. During this phase, it is advisable to retain project and vendor resources to provide dedicated support and address any issues that arise. This approach ensures a smooth transition and minimizes disruptions to business operations.

Centralized Support and Knowledge Management

Effective support for the business and customer base is essential during the stabilization period. This can be achieved through the establishment of a central support system, such as a call center or strategically located subject matter experts. Additionally, a "change in action" wiki or knowledge base can be invaluable for documenting known issues, workarounds, and system changes. The typical process should involve:

1.?????? Checking the wiki or knowledge base for known issues and solutions.

2.?????? Contacting the central support or available subject matter experts for assistance.

3.?????? If the issue remains unresolved, opening a ticket for triage and prioritization.

Ongoing Training and Knowledge Transfer

As the stabilization process unfolds, ongoing training and knowledge transfer for new staff members will be necessary. This ensures that the organization maintains a skilled workforce capable of supporting the new system or processes.

System Optimization and Performance Monitoring

Part of the technology stabilization process involves optimizing the system and monitoring the duration of overnight and intraday processes. This is an ongoing exercise that relies on the collection of key performance metrics. It is crucial to incorporate these key metrics as non-functional requirements (NFRs) during the project's requirements gathering phase to enable effective monitoring and optimization post-cutover.

Transitioning to Steady-State Operations

Eventually, the need to reduce project support and associated costs will arise. The duration of this transition period varies depending on the project's complexity and the organization's specific circumstances. However, a typical path forward involves:

1.?????? Hypercare: Dedicated project and vendor support.

2.?????? Stabilization: Reduced support with a combination of internal staff and some project team members.

3.?????? Transition: Completing the shift to technology and business operations teams for steady-state support.

4.?????? Optimization: Return to optimal health and stable business operations

By addressing these considerations and establishing clear processes for the post-cutover phase, organizations can ensure a smooth transition from project execution to stable operations, minimizing disruptions and maximizing the benefits of the implemented solution.

Of course, eventually the need will arise for upgrades, new system implementation, or restarts. This is the cycle of life in banking system transformation! When that need arises, refer back to Article 1 of our Transforming Banking series and let 2Oaks Consulting guide you once again through another successful banking system implementation.

Stay tuned for further thought-leadership articles from 2Oaks Consulting and for this Transforming Banking series to be released in eBook format!

What strategies have you found most effective in ensuring a smooth service transition post-cutover in banking system transformations? Share your experiences and insights in the comments below!

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