Implementing Operations Software, the YMCA Way

Gathering requirements, writing specifications, calculating total cost of ownership -- there's no doubt that creating a technology plan can be as much of a project as the software system you're trying to implement.

Fortunately, you don't have to do it all from scratch. As nonprofits increasingly turn to technology to better serve their clients, many are documenting their planning processes and making that information available, not only to employees, but also to the public.

In particular, the YMCA of the USA, or Y-USA, has put its documentation together in the form of "lessons" that technology managers at the organization can complete as part of an online training program. Though access to the whole training program is reserved for technology managers at regional YMCAs, the organization has provided a portion of those lessons in PDF format to TechSoup in the hopes that they'll help other nonprofits get the most out of their software projects.

Lessons Learned

The selected lessons provide helpful tips on everything from calculating the real costs associated with your own technology project and getting executive approval to training your organization on using the system and what to do once it goes live. In addition, these lessons can help people in your organization adjust to the changes that come with the implementation of a new system -- an incredibly important, but often overlooked, factor in the success of software projects.

"Many associations don't want to change their process," said Steve Heye of the Y-USA Technology Resources Group, which developed the lessons. "The favorite phrase [at nonprofits] is, 'That is how we have always done it and it works for us.' So when they purchase and implement a new tool, they create flows and workarounds that allow them to use the new tool, but still follow the same process. Yet, to get the full benefit of new tools, you need to review and revisit how you run your operations. You need to understand why you do things the way you do, and then see if it makes sense to change them."

The lessons were also designed to help technology managers decide when to turn over leadership of the project to someone else in the organization. After all, IT may be leading the implementation, but projects are generally initiated because of a pressing business need.

"One YMCA was looking for a new software package, but left the process completely in the hands of the IT staff," recalled Heye. "The IT staff led the implementation process and did a very thorough job of getting it all working. However, after a little time, many staff members began to resist the change to the new software. Many of them found that the software did not meet all of their needs."

While IT is an important component of any new technology, it's important to differentiate roles and define needs along the way so that everything runs smoothly and, in the end, everyone's needs are met.

Getting Started

The lessons in Y-USA's training program are typically delivered to YMCA technology managers one at a time, via e-mail. 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. However, the information in the lessons is no less helpful when downloaded and printed as one packet -- as you'll likely be doing.

The first document, "Orientation to Implementing Operations Software Lessons" is designed mainly for users of YMCA's interactive training system. This has been included for those who might be interested in seeing how such a system works.

The actual lessons, or "sessions" as Y-USA refers to them, begin with "Closing the Deal," which focuses on building a business case and setting a budget for a software project and on negotiating a purchasing agreement. "Implementation Planning" covers the ins and outs of creating an implementation plan. "Change Management" focuses on ways to manage the change that your project will bring to the organization. And finally, "Go Live" provides helpful tips on how to deploy your project and what to do afterward.

Have fun -- or try to, at least -- and don't hesitate to ask questions and share your planning process with others in the nonprofit community via the TechSoup discussion forums.