Transitioning IT Projects to Operations Effectively in Public Sector : A Case Study of Australian Government Agency

Abstract

Operational effectiveness is measured by the application availability to end-users and the extent of convenient usage of the application to perform their business functions. This paper demonstrates how varying project transition process can affect the operational effectiveness. This explanatory case study uses various projects in a South Australian government agency as the candidates for evaluation. With various applications that existed in the production environment, the end-users had varying levels of satisfaction. This research analyses factors influencing the operational efficiency the projects in transition from project delivery into operations. The evidence clearly demonstrates criticality of the transition process of applications from project delivery phase to operations phase. The research analyses the findings specific to government agencies and presents recommendations. These findings can be useful to public sector agencies for improving availability of IT applications in operations.

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“…The readiness of the vendor is only important at the time of delivery and postproduction when the security SLAs will be monitored and measured for contract performance management and continual service improvement. An effective transition mechanism is critical for postproduction operational effectiveness as highlighted in a research also conducted in South Australian Public Sector agency IT Department [19].…”