Implementing new technology in higher education is not as simple as downloading an app. The scale of deployment means it will have a significant impact on users across campus. Institutional stakeholders must have a strategic plan for going live with new software, which should include everything from communicating which solution was selected to having a long-term outlook for what success looks like. All that is complicated—so how can institutions ensure successful implementation?
The best way to achieve success with a solution deployment is to extend the scope beyond technology. Institutions need to align outcomes, establish standards, and communicate both short- and long-term plans. Here’s a brief rundown of some tips that institutions can follow to better ensure a positive implementation.
Set Expectations Early
A common pitfall with new technology implementations is shooting for the moon without setting clear, reasonable expectations. To achieve success, institutions need to do some homework.
Part of this expectation-setting phase is communication. Before going live with any new solution, institutions need to communicate which technology was selected and why. In most cases, rolling out a new system will require changes in processes—and, possibly, mindsets. If institutions suddenly turn off an existing system and replace it with a new platform without any notice, issues will emerge when people must make a sudden, unexpected pivot. Communicating system changes will not only allow institutions to implement potential interventions via adoption and training programs, but doing so also opens the floor to user feedback, which can uncover new problems early on before they lead to problems down the road.
In addition to setting internal expectations, stakeholders also need to set expectations with their technology partner. This may mean identifying key check-in milestones, timelines, budget requirements, and more. With clear implementation goals and success metrics, institutions can create a more realistic, achievable deployment plan.
Assemble the Right Team
Information gathering is an important part of any successful software implementation—and it plays a significant role in putting together the team that will drive the program forward. Stakeholders need to understand who will use the solution on campus (students, staff, faculty, all, etc.) and how the technology will be used. Understanding these parameters can give insight into who should be on the implementation team and which departments should have a say.
During the team-building phase, stakeholders should also create project roles, including who will be the internal owner overseeing the implementation and who is the direct contact with the technology partner. Leaders on the team can also further designate roles by differentiating between which individuals are the decision-makers and which team members are contributors, as well as the responsibilities for each of those role types.
Once the team is assembled, they need to agree to communications practices (including how often the team should meet and the best channel for sharing information and updates) and define emergency protocol. Every project is bound to encounter obstacles. Teams that have identified potential escalation points, conflict resolution processes, and intervention procedures will likely be able to overcome hurdles faster without derailing the entire implementation.
See the Big Picture
An institution’s technology partner should be able to help with complexities like data conversion and validation, system performance, support, training, and more. For the implementation team, it’s critical to participate and engage in these areas, but it’s also vital to keep an eye on the long term. Since they are the on-campus stakeholders, it will be their responsibility to ensure goals are met.
Following the actual software deployment, institutions should conduct a post-implementation review, which can include an audit of both the technology partner and users on campus. For the latter, it’s important to know how well the system has been received. Was adoption relatively seamless? Have there been dips in usage since going live? Have any areas on campus using the software encountered any recent performance setbacks?
If any usage challenges have occurred, it’s important to revisit training—either in person, online, or hybrid. Institutions can also reach out to their peers and participate in client communities or attend user conferences, which can spur innovation or evolutions in best practice.
Finally, institutions should continuously plan for optimizations and enhancements to keep pace with the rapidly changing higher education environment. User expectations will continue to shift, so colleges and universities should be equipped with the best tools to deliver satisfying experiences.
Jenzabar knows what it takes to implement cutting-edge technology, as we have a proven, decades-long track record for successfully delivering our solutions on time and on budget. If you want this blog in an easy-to-consume format, be sure to check out our checklist, The Secret to a Successful Software Implementation.
