by Peter Campbell with Legal Services Corporation
Buying a new fundraising CRM or replacing your finance and HR systems are big investments with critical outcomes. These are the types of projects can have a huge impact on your ability to accomplish your mission. Poorly planned, chosen and deployed, they will do the opposite. If you’re grasping for a cautionary tale, just look at the recent Healthcare.gov rollout, or the worse related stories in Maryland and Oregon. But successful implementations happen every day as well, they just don’t grab as many headlines.
How can you make sure that big software projects succeed? Here are three recommendations:
1. Know what you need.
All too often, the decision to replace a system is based more on frustrations with your current system than identified improvements that a new system might bring. And, far too often, those frustrations aren’t really based on the capabilities of your existing system, but, instead, on the way that it was configured. Modern software is highly configurable. In nonprofit environments, where administrative staffing is low and people are juggling multiple priorities, the proper investment in that configuration is sometimes skipped. It’s important that you take the time to thoroughly catalogue your current processes and goals; clearly identify your reporting needs; and establish your core requirements before you embark for this sort of project.
Technology automates processes. If you automate bad processes, you get bad technology. So making an investment in business process mapping, and taking the time to streamline and enhance the way you work with information today will insure that you know what your new system should be doing for you as you configure it.
2. Be prepared to change the way you do things.
Ideally, you’ll invest in software that does exactly what you want it to do for you. In reality, there will be limitations in the way that the software was programmed, or the way that it has to be configured in order to integrate with your other applications, that will be out of sync with your preferences. Software doesn’t have a mind of it’s own; instead, it inherits the assumptions and biases of the developers that created it. They might assume, for instance, that you collect donations from individuals and have no need to recognize households in your system. Or they might assume that your average employee turnover is less than 20%, whereas, at a workforce development agency that hires its clients, 50% is more on the mark. If the best system you can find suffers from some of these limitations,. you will have to either work around them, or buy the second best system, if it requires fewer workarounds, because you do want to minimize them.
Regardless, you’ll want to understand the underlying assumptions in the application and have a strategy for working around them. Some companies will go so far as to commission or design their own systems (commonly called “build” vs “buy”), but you need to weigh the cost of having a supported system vs. a homegrown one, because, unless what you do is truly unique, those will not be worthwhile trade-offs.
3. Hire a consultant for their expertise and compatibility, not their billing rate.
We all want to get these projects done for as little money as possible. So there’s a tendency to hire consultants based on the lowest bid. I’d caution against this. major system configuration projects are generally open-ended — determining the exact configuration and number of hours that it will take to get there before the project starts is akin to inviting the whole city to a dinner party and determining the number of plates that you’ll require before anyone RSVPs. So you want to work with consultants who are very efficient at their work, and very conversant with your needs. What you don’t want to do is hand your project to a consultant who doesn’t really understand your requirements, but has their own idea as to how it should be done. You could well be left with a system that met the budget, but not your needs, or one that exceeded the budget while being reworked to satisfy your requirements. A good consultant will work closely with you. they’ll spend more time meeting with staff to learn about your needs then they will setting up the project, but they’ll set it up quickly and correctly based on their thorough understanding of your goals and needs. The hourly rate might be double the low bid, but the total cost could be equivalent, resulting in a usable system that will compensate for the initial dollar outlay all that much faster.
Here are slides that I developed for a talk/discussion on creating Requests for Proposals that vendors will appreciate at the recent Nonprofit Technology Conference. These include some key strategies for making sure that you hire the right person or firm.
In conclusion, how you go about a software project has far more to do with how you conduct your business than it does with the actual technology. Make sure that you’re investing wisely by taking the time to understand your needs, know where you can compromise, and hire the best partners.
Peter Campbell is currently the Chief Information Officer at Legal Services Corporation, America’s partner for equal justice. Prior to serving at LSC, Peter spent five years as IT Director at Earthjustice, a non-profit law firm dedicated to defending the earth and seven years serving as IT Director at Goodwill Industries of San Francisco. Peter has been managing technology for non-profits and law firms for close to 30 years. In 2003, he won a “Top Technology Innovator” award from InfoWorld for developing a retail reporting system for Goodwill thrift. Peter’s focus is on advancing communication, collaboration and efficiency through creative use of the web and other technology platforms. In addition to his work at LSC, Peter maintains a number of personal and non-profit web sites; blogs on NPTech tools and strategies at http://techcafeteria.com; is active in the non-profit community as member of NTEN; and spends as much quality time as possible with his wife, Linda, and son, Ethan.