Allegheny power's AM/FM upgrade: Exceeding user expectations
More Lessons Learned – System Architecture
It is a good idea to implement security with your software. This is the best way to manage
software images and ensure that users can only access what they need.
Assess whether cache servers will work for your remote sites. Sometimes data network issues
may exist and it would help to consider a thin-client infrastructure.
More Lessons Learned – User Training
This time, Allegheny utilized a training consultant to provide documentation and courseware. Of
course, the documentation needed to be customized to include Allegheny’s business process, but
it was a big help. The consultant also provided Power Point presentations that could be used in
the training classes.
Allegheny Power also made sure that the vendor was on-site during the first training and rollout
sessions. This ensured that if a problem were to arise, it could be corrected immediately.
Review the basics with your users. Make sure you spend plenty of time on basic GIS
functionality and teach the data model from the ground up. This will definitely help you later
when providing user support.
Use realistic example problems in the training – get some actual jobs from the Designers and use
them in the training. Include a few difficult ones, too. Allow an entire day for the users to
practice with example problems. This will reinforce what they learned in the training.
More Lessons Learned – System Rollout
Communicate the training and rollout plans with the Service Center management. One of the
downfalls in the first rollout was that the management felt they were left out of the process.
They were not notified of the schedule and when the users complained about shortcomings of the
system, they would sometimes tell their employees to go back to the pencil and paper way of
doing it. It is extremely important to have the commitment of management prior to rollout. It is
recommended that a meeting be held to give them a system demo and discuss the training and
rollout plans in detail.
Communicate with each other. During rollout, it is important for team members to communicate
any bugs or system defects to a designated team member who will forward these on to the
vendor. If these are communicated, another team member may be able to suggest a workaround
for in the meantime.
Test the printers. This was an unexpected one. Some of the printer drivers were not compatible.
This is something that can be tested before rollout.
Summary
In summary, Allegheny Power has learned a lot from their two AM/FM rollout experiences. In
order to exceed your user expectations, it is most important to get their involvement and
commitment from the start. Communication is also a key factor in getting the support you need
from management.
Allegheny Power is now in a position where enhancements can be implemented on a timely basis
and new applications are being developed monthly. Allegheny is exceeding user expectations.
