Workspace 07

Operational Readiness

Workspace objective

Assess delivery readiness, ownership, change impact and implementation dependencies

This workspace evaluates organisational readiness, delivery capability, change impact, training, adoption, support, implementation planning and operational transition requirements.

Workspace progress

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Operational Readiness

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Who will own delivery of the initiative?*

Identify the programme sponsor, project owner, business lead, technology lead and delivery manager.

What internal and external resources will be required?*

Consider business analysts, architects, developers, data specialists, risk, compliance, security, testers, trainers and vendors.

What delivery approach should be used?*

Consider phased delivery, pilot, proof of concept, minimum viable product, product-by-product rollout or enterprise implementation.

What would be an appropriate pilot or initial implementation scope?*

Consider a specific product, process, department, transaction type, risk category or user group.

What criteria must a pilot meet before wider rollout?*

Include accuracy, control effectiveness, user adoption, operational stability, customer impact and measurable business benefit.

How will current roles and processes change?*

Identify activities that will be removed, automated, redesigned, reassigned or newly introduced.

Which user groups will be most affected by the initiative?*

Consider underwriters, risk officers, operations, fraud analysts, reviewers, approvers, call-centre staff and support teams.

How ready are affected teams to adopt the proposed changes?*

Consider awareness, leadership support, previous change experience, workload, trust in AI and resistance to automation.

What training will users, administrators and support teams require?*

Include process training, system use, interpretation of AI recommendations, override procedures, controls and incident reporting.

What communications will be required before, during and after implementation?

Consider executives, managers, users, control functions, support teams and affected customers.

What new or updated operating procedures will be required?*

Include standard operating procedures, approval guides, exception handling, escalation, overrides, monitoring and business continuity.

What support model will be required after implementation?*

Identify first-line support, application support, data support, vendor support, model support and escalation routes.

What service-level and operational-performance expectations should apply?*

Consider availability, response time, processing time, incident response, defect resolution and data refresh.

How should operational, technology, data or AI incidents be managed?*

Include detection, reporting, triage, containment, escalation, customer impact, investigation and remediation.

What fallback and business-continuity arrangements are required?*

Consider system unavailability, failed integrations, incorrect recommendations, missing data and vendor outages.

What testing and assurance activities must be completed?*

Include functional, integration, security, performance, user acceptance, model validation, control testing and operational rehearsal.

What dependencies could affect implementation readiness?

Consider procurement, contracts, infrastructure, data remediation, integration delivery, approvals, staffing and policy changes.

Who must approve production go-live?*

Identify required business, technology, risk, compliance, security, architecture and executive approvals.

How should post-implementation performance and benefits be reviewed?*

Consider review periods, KPI reporting, user feedback, control effectiveness, lessons learned and benefit realisation.

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Dashboard

Why this information matters

A technically viable solution may still fail without clear ownership, sufficient resources, operational procedures, training, support and user adoption. This workspace assesses whether FCMB can implement and sustain the proposed change.

Completion guidance

Assess current readiness rather than assuming teams will adapt automatically.
Identify resource gaps and approval dependencies early.
Define pilot and go-live success criteria.
Include support, fallback and incident-management arrangements.
Consider both implementation and long-term operational ownership.

Information captured

Delivery ownership
Delivery resources
Implementation approach
Pilot scope and success criteria
Process and role impact
Change readiness
Training and communications
Operating procedures
Support and service levels
Incidents and continuity
Testing and approvals
Post-implementation review

Why this information matters

Completion guidance

Assess current readiness rather than assuming teams will adapt automatically.
Identify resource gaps and approval dependencies early.
Define pilot and go-live success criteria.
Include support, fallback and incident-management arrangements.
Consider both implementation and long-term operational ownership.

Information captured

Delivery ownership
Delivery resources
Implementation approach
Pilot scope and success criteria
Process and role impact
Change readiness
Training and communications
Operating procedures
Support and service levels
Incidents and continuity
Testing and approvals
Post-implementation review