C2M SME2

1. General Rules / Responsibilities

The Service Provider shall act on behalf of the Owner to ensure that:

• Business and technical requirements are accurately captured and fulfilled.
• System customizations are minimized and, where required, conform to C2M standards.
• C2M best practices are adopted to modernize and standardize utility operations.
• Organizational readiness and stakeholder engagement are effectively managed.
• Knowledge transfer and capability building are embedded throughout the project lifecycle.

2. Lead Requirement Gathering

• Lead and facilitate business workshops.
• Refine and validate requirements with business users.
• Align business needs with C2M capabilities and finalize documented requirements.

3. System Customization and Configuration

• Evaluate and manage system customization proposals from the system implementer.
• Ensure recommended configurations and changes align with the Owner's business needs and C2M standards.

4. Process Unification and Alignment

• Analyze existing business processes across electricity, water, and wastewater.
• Identify opportunities to unify and streamline processes.
• Obtain business approval and facilitate implementation into the C2M solution.

5. Change Management

• Develop and execute a comprehensive Organizational Change Management (OCM) plan.
• Ensure timely adoption of new systems and processes by stakeholders.

6. Quality Control

• Define and oversee testing, validation, and verification strategies.
• Monitor deliverables to ensure quality and alignment with project objectives.

7. Training and Knowledge Transfer

• Plan and deliver comprehensive training programs for NDS staff.
• Ensure knowledge transfer supports ongoing operations and system sustainability.

8. Rollout Support and Communication

• Develop and execute the system go-live rollout strategy.
• Lead communication planning and execution for internal and external stakeholders.

9. Post-Implementation Support

• Provide support after go-live to stabilize the system.
• Assist with continuous improvement and enhancement initiatives.

10. Alignment with Program Roadmap and Goals

• Ensure the project aligns with the strategic goals and roadmap of the wider 3-phases program.
• Identify dependencies and ensure implementation outputs are reusable or complementary for future phases.
• Advise on timing, scope integration, and design consistency across the program.

11. Closure of Business Readiness Assessment Gaps

• Extract and review pending gaps identified in the Business Readiness Assessment Report.
• Track and manage closure of the gaps within the project scope or post-implementation plan.
• Coordinate with the Owner to assign gap ownership and resolution timelines.
• Report gap-closure progress to the Steering Committee.

12. Alignment with BRA Blueprint Architecture and Process Design

• Ensure business requirements and configurations are consistent with the architectural blueprint and process flows defined in the assessment report.
• Use the blueprint as the reference document for design decisions.
• Flag and report deviations from the blueprint and obtain approvals for justified changes.

13. Strategic Alignment and Change Monitoring

• Ensure continuous alignment with the organization's strategic direction.
• Monitor changes in business strategy or external factors that may impact the project.
• Recommend tactical adjustments when required to maintain strategic alignment.

14. Executive Reporting and Escalation

• Provide regular high-level progress reports to the NDS executive layer.
• Communicate key findings, risks, recommendations, and misalignments to leadership.
• Escalate decisions that may affect business objectives or program-level impacts.