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So you have decided upon a new provider and agreed the main terms, what’s next? Implementation! A possibly overused term at times, but ultimately a process which isn’t often fully optimized.
In its simplest form, it is chance to develop a relationship and to lay out the parameters of how you work together moving forward.
Why is implementation so important
Any new partnership requires some time to get to know each other and to set out expectations from all parties. While there are standard processes in each organisation and within each service that is provided, each organisation is different and providers really need to understand the client’s culture and perspective in order to adapt their processes, where possible, to align with their new partner. In turn, operational teams rely on the implementation process to provide clear information on the client’s ways of working, expectations and nuances, to deliver successful results.
Implementing an immigration service is a fantastic opportunity to dig into the dirt, especially at a global level. Governance attitudes vary across the globe, and it is really not uncommon to uncover locally accepted processes that do not align with global views on compliance. The implementation process can be used as a tool to investigate, educate and to subsequently hold to account any non-conforming behaviours and attitudes.
Even without a need to understand global practices, a new relationship can fail without the appropriate due diligence, even if this is a quick ‘sense check’ to make sure all are aligned. We have all been in the position, whether at home or work, where we haven’t communicated effectively at the commencement of a new relationship and have subsequently struggled. Implementation is really just a facilitator of effective communication.
The keys to success
Implementation requires time commitment from all relevant stakeholders from both organisations until go-live, and clear documentation of agreed steps and processes. Documentation is aimed at all parties and serves as a source of truth that can be referred to on an ongoing basis and will be perfected in time throughout the engagement. Training all parties is a key part of the implementation process, and post go-live support provides further validation and retention of all parties’ understanding.
The biggest failure triggers tend to be where inadequate time is committed, or the time committed is very disjointed. Consistency and momentum really is key. An implementation does not necessarily need to last months or take up a huge amount of resource; the time devoted to it just has to be focussed and effective.
Don’t just stop …
Implementation doesn’t just stop at go-live; it is an ever-evolving process. It is vital for those accountable for the implementation process to follow up with the “live” team and learn what could have been done differently, where there have been any gaps, and to adapt the process to ensure future implementations cover all aspects. Implementation is theoretical, and reality often brings different perspectives on what was agreed prior to go-live. In addition to which, a process or policy agreed on one day may no longer be fit for purpose the next. The world in which we operate in is not static and it is unrealistic to assume that what we craft one day will still suffice the next.
