Operations Software Selection Program for YMCAs

YMCA of the USA (Y-USA) is the national resource center for the nation's more than 900 local YMCA associations. Since the 1980s, Y-USA's Technology Resource Group ( TRG) developed and supported several software products for YMCAs to manage the main areas of their business, including membership, programs, campaigns, and finances. When Y-USA announced in late 2003 -- after reviewing the resources necessary to continue funding software development -- that it could no longer develop these products, more than four hundred YMCAs were faced with the challenge of choosing a new software system to run their operations. For the majority of these YMCAs, this meant moving from a program priced well below market rates to newer technology that might prove significantly more expensive.

TRG's new task became to educate YMCAs on 1.) how to make this complex business and software decision and 2.) the importance of planning, training, and organization-wide support for the new technology, so that their investment would pay off in better service to their members and a well-run, fiscally sound YMCA.

Operations Software Selection Program

TRG developed a program called Operations Software Selection ( OSS), which is designed to walk YMCAs through all the steps of choosing a new software system, from needs assessment to viewing software demonstrations.

There are two primary components to the program. The first is a series of neighborhood meetings where YMCAs from the same region meet to learn how to use specific tools and other resources that will help them in their business and technology evaluations, complete work together, and eventually host software product demonstrations. As part of the work they do in these meetings, the YMCAs use an evaluation tool to rank their technology needs, conduct cost-benefit analyses, and model workflows they'll use with technology products.

The second component of the program is an e-mail-based training section that each Y must complete after the initial neighborhood meeting. "Lessons" in PDF format are e-mailed to participants weekly over the course of five weeks. The training materials introduce YMCAs to the process, concepts, tools, and resources involved when selecting an operations software application.

Participants read the documents, complete exercises, and post assignments on a Web site created for their learning group, where they also engage in discussions based on the assignments. The purpose of the training is to ensure that the YMCAs share a common level of understanding so they can successfully complete the work of the neighborhood meetings. The online format of the training is deliberate: it teaches technology concepts while having participants use technology to learn.

To further encourage YMCAs to complete the e-mail-based training, TRG offers the course as a module within Y-USA's standard staff development curricula. Participants receive a credit in executive management for completing the course.

Collaborating with Others

When TRG decided to develop the OSS program, we knew we didn't want to re-invent the wheel. Through earlier contact with groups like TechSoup.org and NPower, we were aware that other nonprofits were grappling with the same technology issues and that dozens of tools and resources were already available that would help our YMCA audience. Although we developed many of our own materials, we looked to outside experts for some of the key elements that make up the OSS program.

The foundation for our e-mail-based training came from NPower's signature course, Technology Strategies for Nonprofit Leaders (available on the site's Technology Planning section) , which covers technology planning, assessing and prioritizing needs, and making technology decisions. NPower generously allowed us to adapt its content and even the format of the workbook.

We also adapted content from Joni Podolsky's book "Wired for Good: Strategic Technology Planning for Nonprofits," through kind permission of Jossey-Bass/A Wiley Imprint. We invited Joni to lead a two-day training session with TRG staff before we launched the OSS program to help us further solidify the concepts and approach we would use to assist YMCAs in their decision-making.

Throughout the entire OSS process, we refer YMCAs to tools and information developed by other organizations, such as NPower's TechAtlas , a Web-based technology planning tool and its Technology Literacy Benchmarks. Several YMCAs have also shared vendor scripts, detailed descriptions of workflows -- for example, selling childcare with third-party billing to multiple parties -- that a software vendor will follow when demonstrating a product. These scripts allow potential clients to compare functionality across products and give clients the ability to make sure the demonstration addresses their needs. YMCAs have also shared other evaluation methods they use in their software selection process. And, of course, we direct YMCAs to TechSoup.org as much as we can for valuable technology guidance.

Successes and Challenges

YMCA reaction to the format of the OSS program has been positive. Participants like going through the process as part of a group, and much of the true learning has happened through the sharing of information and experiences with other YMCAs. The e-mail-based training has also been well received. The YMCAs appreciate being able to access materials immediately over the Web, as opposed to waiting to receive paper documents, and having a forum to discuss technology issues with other associations. They are also excited to learn about the wealth of online technology resources available to them.

Perhaps the biggest challenge we have faced during the OSS program, however, is helping YMCA leaders who feel overwhelmed by the decision-making process and find it difficult to move forward. For many Ys, the concepts we advocate, such as integrating software into business operations as part of a larger strategic plan, are brand new. Adding to the concern is the realization that the decision process alone may involve a significant commitment of time and staff resources. For now, we have tried to strike a balance between providing as much useful information as possible without providing too much. And we hope that even if Ys do not choose to start their OSS process immediately, they are at least informed about how to get the help they need when they are ready.