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By Jeremy Holt; Jeremy Newton; Sarah Ellacott; Andrew Katz; Jean Morgan; All authors

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PLANNING The arrival of a new system is an exciting time. If your business has prepared properly for it, the implementation can be almost painless, but there is a lot to coordinate and it is easy to overlook some of the details. The Case Study illustrates some of the pitfalls that can occur.

If the supplier drags its heels and, despite repeated requests from you, refuses to confirm a point in writing, you should write to the supplier saying that you are only entering into the main contract on the basis that this point is agreed. If the matter ever goes to court the production of your letter will be of great assistance to your case. g. five years. You do not want the supplier cancelling support after a couple of years just when your new system is working well. Note that you do not have to commit to take the support and maintenance for five years – ideally your commitment should be on a year by year basis.

First, it accepted assurances that this version of the software, specially amended for the public sector, had been implemented elsewhere. It had not; although an implementation was underway, it had already overrun its schedule several times. Secondly, the project had decided it wanted a browser-based version of the software. Salespeople may describe this as a small matter of adding a new front end. In practice, much of the software had to be re-written and, again, the outcome was major delays through the need for additional testing.

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