ISD Monthly Status Report To The JISC - Wa

Transcription

Washington State Administrative Office of the CourtsISD TransformationISD Monthly Status Report for theJudicial Information System Committee (JISC)December 2012(Report Period Ending December 31, 2012)

Table of ContentsBackground & Overview . 2Background .3Initiatives & Project Plan Overview .4Summary of Activities . 5Major Changes Since Last Report .6ISD Staff Recognitions .7IT Governance Request Status .7Summary of Activities December 2012 .9Initiative Summary .9Detailed Status Reports. 12Initiative Status Reports. 14Transformation Program Track . 15COTS Preparation Application Program Track . 16COTS Preparation - Network Capacity/Performance Analysis . 18COTS Preparation – SC-CMS Service Level Agreement Analysis (SLA) . 20COTS Preparation – SC-CMS Disaster Recovery . 22Information Networking Hub (INH) Enterprise Data Repository (EDR) Project . 24Information Networking Hub (INH) Middleware Project . 26ITG #121 Superior Court Data Exchange . 28ITG #002 Superior Court Case Management System (SC-CMS) RFP . 30ITG #045 Appellate Courts Electronic Content Management System (ECMS) . 34ITG #009 Add Accounting Data to the Data Warehouse . 36ISD Operational Area Status Reports . 39Operational Area: ISD Policy and Planning . 40Operational Area: Architecture & Strategy . 45Operational Area: Infrastructure . 47Operational Area: Data & Development . 49Operational Area: Operations . 53Page 2 of 55December 2012 ISD Monthly Report to the JISC

BackgroundThis report communicates the status and progress of information technology projects and operational workunderway at the Administrative Office of the Courts (AOC).Under the direction of the Judicial Information System Committee (JISC), the Information Services Division(ISD) within AOC expends significant resources on the development, improvement and implementation of newsystems in support of the Washington Courts. ISD resources also maintain and operate these informationtechnology systems and infrastructures once they are in use. The systems and services provided by AOC areused by judges, court administrators and staff, county clerks, numerous government agencies, and the public.As ISD embarks on the course of implementing the JISC’s information technology priorities for WashingtonCourts, this report is a key to measuring and monitoring progress. It provides the JISC and AOC leadershipwith the current snapshot of information to keep them informed and prepared to communicate ISDaccomplishments.Page 3 of 55December 2012 ISD Monthly Report to the JISC

Initiatives & Project Plan OverviewDecember 2012STATUS KEY Active/on trackPlannedActual Changes w/ Moderate impact Significant rework/riskInitiatives3.4 Implement IT Service Management –change, configure, release4.2 Mature Application Development Capability7.6 Information Networking Hub (INH)Enterprise Data Repository (EDR)7.6 Information Networking Hub (INH)Middleware12.2 Natural to COBOL ConversionStatusCY10 Q4 CY12 Q2CY12Q3CY12Q4CY13Q1CY13Q2CY13Q3CY13Q4 PlannedActual Actual Planned PlannedSC-CMS RFP PlannedCOTS Preparation Application Planned Planned PlannedActualActual ActualActual ActualActualCOTS Preparation – NetworkCapacity/Performance AnalysisCOTS Preparation – SC-CMS Service LevelAgreement (SLA) AnalysisCOTS Preparation – SC-CMS DisasterRecoveryITG #045 Appellate Court Electronic ContentManagement System (ECMS) Planned PlannedITG #028 CLJ Parking Module Modernization Planned Planned Actual PlannedPlannedITG #081 Adult Risk Assessment STRONG 2Implementation (ARA)ITG #009 Add Accounting Data to the DataWarehouseITG #041 Revised CLJ Computer RecordsRetention and Destruction ProjectCY12 Q1Actual Vehicle Related Violations (VRV)CY11 Q4PlannedPlannedDB2 UpgradeCY11 Q3Actual BizTalk UpgradeCY11 Q2 CompletedPlanned Planned12.3 Superior Court Data ExchangeCY11 Q1 Not active ActualActualActualActualActual Actual PlannedActualPlannedActual Page 4 of 55December 2012 ISD Monthly Report to the JISC

Summary of ActivitiesPage 5 of 55December 2012 ISD Monthly Report to the JISC

Major Changes Since Last ReportThis section provides a quick summary of initiatives or projects that have had major changes during thereporting period and includes operational areas or staffing changes that impact the work, timeline, or budget.Initiatives & Major Projects Underway Superior Court Case Management System RFP (SC-CMS) (ITG #002)Superior Court Data Exchange (SCDX) (ITG #121)Add Accounting Data to the Data Warehouse (ITG #009)Revised CLJ Computer Records Retention and Destruction Project (ITG #041)Appellate Courts Electronic Document Management System (ITG #045)COTS Preparation TrackInformation Networking Hub (INH)TrackInitiatives or Projects Completed NoneInitiative or Project Status Changes The project is in hold status pending resolution to the Clerks of Court desire to stop the currentdirection and go back to the feasibility study to look at alternatives to the COTS approach currentlyin process. This may impact the overall project schedule, scope and budget status in the comingmonths.Staffing Changes in ISDDuring the reporting period of December 1 - 31, 2012:ISD welcomed the following new staff: Steve Denney, Business Analyst in Architecture and Strategy, (12/10/2012) Jamie Darby-Palmer, Technical Support, (12/3/2012) Denise McCartan, QA Tester (Temporary), (12/10/2012)The following employees left ISD: Pam Stephens, Technical Support, (12/31/2012)Employees transferring to the SC-CMS Project:No employees transferred to SC-CMS during the month of November.Page 6 of 55December 2012 ISD Monthly Report to the JISC

ISD Staff RecognitionsTeam RecognitionsDecember 13, 2012 – Craig Wilson – Mike Walsh recognized Craig for the nice job he did on theClarity/Microsoft Project Integration User’s Guide. Mike took part in a pilot to test the integration of Clarity andMicrosoft Project using the Clarity/Microsoft Project Integration User’s Guide. Mike said the lessons learnedfrom the pilot are clearly reflected in the guide and it is ready for distribution to the rest of the ProjectManagers.IT Governance Request StatusCompleted JIS IT Requests in December 2012No requests were completed during the month of December.Page 7 of 55December 2012 ISD Monthly Report to the JISC

Status ChartsRequests Completing Key MilestonesNew RequestsTotal: 22Analysis Completed1Authorized1Total: 43Total: 1ScheduledTotal: 0CompletedTotal: 0012Sep-12Nov-12345Dec-12Current Active Requests by:Endorsing GroupCourt of Appeals Executive Committee1District & Municipal Court Management Association24Superior Court Judges AssociationWashington State Association of CountyClerksWashington State Association of JuvenileCourt AdministratorsDistrict & Municipal Court JudgesAssociation37Data Management Steering CommitteeData Dissemination Committee112Codes Committee24Administrative Office of the Courts6Court Level User GroupAppellate CourtSuperior CourtCourts of Limited JurisdictionMulti Court Level29217Page 8 of 55December 2012 ISD Monthly Report to the JISC

Summary of Activities December 2012Initiative SummaryTransformation ProgramActivities Projects are on hold due to reassignment of project manager.Impact/ValueRelease Management implementation activities are on-hold.Application Development Management activities are on-hold.Enterprise Requirements Management activities are on-hold.COTS Preparation Application ProgramActivities Documentation of the existing systems and applications.Impact/ValueProvides understanding of current working environment andenables solution design.COTS Preparation - Network Capacity/Performance AnalysisActivities Reports were updated. The reports were reviewed with the Executive Sponsor. Project is being closed.Impact/ValueProvides an evaluation of AOC network capacity andperformance to support the future system.Delivery of the three reports indicates completion of the projectscope.Successful completion of the project scope and delivery of thethree reports: Network Capacity & Performance Report. Network Support Process Analysis Report. Network Upgrade Requirements Report.COTS Preparation - SC-CMS Service Level Agreement Analysis (SLA)Activities Reports were updated. The reports were reviewed with the Executive Sponsor. Project is being closed.Impact/ValueProvides an evaluation of the current software and serverlicenses to determine future COTS product implementationimpact.Delivery of the reports indicates completion of the project scope.Successful completion of the project scope and delivery of thereports: Current AOC Service Level Agreement (SLA) Analysis& Recommendation Report. CMS Service Level Agreement (SLA) Analysis &Recommendation Report.COTS Preparation - SC-CMS Disaster RecoveryActivities The project has been transitioned to Cindy Palko, the newlyhired Project Manager.The current disaster recovery contract is not being renewed.An RFQ has been released for a new disaster recoveryvendor. This project is waiting for vendor selection tocomplete.Impact/ValueProvide disaster recovery services to support future COTSproduct and SC-CMS implementation.Provide disaster recovery services to support future COTSproduct and SC-CMS implementation.Information Networking Hub (INH) Enterprise Data Repository (EDR) ProjectActivities The business, logical and physical models for the EDR havebeen completed and are being prepared for review.Completed statement of work and use cases for conductingEDR prototype with Informatica.Vendor Relations staff continued work on drafting a nondisclosure agreement, Memorandum of Understanding andStatement of Work with Informatica.Enterprise Architecture continued work on the data setsneeded for the prototype.Impact/ValueProvides a physical data model that enables the EDR databaseto be built in accordance with agency standards.Provides a physical data model that enables the EDR databaseto be built in accordance with agency standards.Provides a physical data model that enables the EDR databaseto be built in accordance with agency standards.Provides a physical data model that enables the EDR databaseto be built in accordance with agency standards.Page 9 of 55December 2012 ISD Monthly Report to the JISC

Information Networking Hub (INH) Middleware ProjectActivities Java Jagacy contract developer completed development ofthree INH services and developed technical designdocuments for those services. Developed a TDD template forAOC Java developers to use as well.AOC Java Team continued developing JIS inbound servicesand a new automated build process for the Java Jagacycode.AOC Data Exchange team completed work on SQL storedprocedure for the PersonOrderProtectionGet service.INH Technical Lead worked with SC CMS technical team towalk through use cases to confirm requirements forCaseAccountingStatus service.Reviewed list of INH services to be developed with BusinessAnalyst and updated list.Developed draft security model for PersonOrderProtectionGetservice.Updated MS Project Schedule for middleware services.Impact/ValueProvides INH data exchanges.Provides INH data exchanges.Provides INH data exchangesProvides INH data exchanges.Provides INH data exchanges.Provides INH data exchanges.Provides INH data exchanges.Page 10 of 55December 2012 ISD Monthly Report to the JISC

Approved JIS Projects SummaryITG #121 Superior Court Data ExchangeActivities Defects cutoff for Release 3 occurred on Dec. 3rd. Defectscorrections build was delivered for retesting on December12th.Pierce County has added their first docket as a Productionvalidation (smoke test).Revised the web service schedule to provide a strategy ofrelease when ready roll out of new services.Impact/ValueImprove testing process efficiencies and mitigate test schedulerisks.Based on the successful smoke test, preparations are being madefor a full volume LINX interface starting in January 2013.This removed the constraints imposed by the contract deliveryschedule.ITG #002 Superior Court - Case Management System RFPActivitiesImpact/Value Completed the Minnesota On-site visitPrep for Apparent Successful Vendor choice Attended Project Steering Committee meetings. On the18th of December the County Clerks in the SteeringCommittee presented a letter stating that they could notagree to move forward with the COTS solution.Prepared response to Clerk of Court memo received in the12/18/2012 Steering Committee meeting.Stakeholder Engagement. ITG #045 Appellate Court Electronic Content Management System (AC-ECMS)ActivitiesImpact/Value RFP pre-proposal vendor conference occurred on 12/4/12.Ensures objective review and scoring of RFP responses. Ensures objective review and scoring of RFP responses. Written vendor questions and letters of intent to proposewere received on 12/14/12.Evaluation Team was finalized by the Steering Committeeon 12/17/12.Additional Steering Committee meetings were scheduled toaccommodate RFP decision points.Responses to vendor questions were published on 12/21/12. Project team continued work on the RFP scoring model.Ensures objective review and scoring of RFP responses. Project team continued work on the vendor demonstrationscripts.Ensures objective review and scoring of RFP responses. Ensures objective review and scoring of RFP responses.Ensures objective review and scoring of RFP responses.Ensures objective review and scoring of RFP responses.ITG #009 Add Accounting Data to the Data WarehouseActivities Development of collection report context model (RCM).Impact/ValueProvide business and technical requirements. Development of Time pay report RCM.Testing of trust information with bond data.Provide business requirements.Provide technical requirements. Case Financial History Report approved by customer andtested by quality assurance.Case Financial History AR Detail Report approved bycustomer and tested by quality assurance.Last AR Payment Report enhancement request developed,approved by customer and tested by quality assurance.Committee decision on security issue was split. Must getData Management Steering Committee (DMSC) input.Worked on business requirements for MAYSI being addedto BOXI.Fixed error with Active Directory authentication in BOXI.Provide business requirements.Design, coded, and implemented data for trust, bond,revenue, disbursement, and detail transactions.Fixed performance issue with loading accounting data.Provide data for requested reports. Provide business requirements.Provide business requirements.Provide business requirements.Provide business requirements.Provide technical solution.Provide data for requested reports.ITG #041 Revised CLJ Computer Records Retention and Destruction ReportActivities Met with the Data Dissemination Committee for policydeterminations.Final Charter approved by the Steering Committee.Impact/ValueDefining detailed requirements.Provides definition of project scope and project managementapproach.Page 11 of 55December 2012 ISD Monthly Report to the JISC

Detailed Status ReportsPage 12 of 55December 2012 ISD Monthly Report to the JISC

Status Update Key Green Progressing as planned.Yellow Changes with moderate impact.Red Severe changes or significant re-work is necessary.Page 13 of 55December 2012 ISD Monthly Report to the JISC

Initiative Status ReportsPage 14 of 55December 2012 ISD Monthly Report to the JISC

Initiative ReportsTransformation Program TrackReporting Period through December 31, 2012Executive Sponsor(s)IT Project Manager:Vonnie Diseth, CIO/ISD DirectorUnassignedBusiness Area Manager:Consultant/Contracting Firm:William Cogswell, ISD Associate DirectorN/ADescription:The ISD Transformation Program places the remaining Transformation Initiatives under a single umbrella. The goals of thisapproach are to expedite the completion of the Initiatives by reducing redundant administrative overhead, ensure bettercohesiveness between Initiatives, and provide a more rational and consistent implementation of the Initiatives.Business Benefit: Prepare ISD processes to support the implementation of Superior Court Case Management System and other COTS.Ensure use of consistent and integrated processes across ISD functional areas to enable the efficient delivery ofservices. Implement a governance organization and decision making processes to maximize investments and utilization ofresources.ImproveImproveImprove InformationManage Service orXXXAccessRisksBusiness Decision MakingefficiencyDriversIncreaseMaintain theManageRegulatory compliance organizationalXXXbusinessthe costsor mandatecapabilityCurrent StatusScope Schedule Budget Status Notes:The projects are temporarily on-hold due to the re-assignment of the project manager.December - 25%Progress100% PhaseSchedule Initiate PlanningPlanned Completion Date: June 2013Actual Start Date: July 2011Actual Completion: TBDProjects are on hold due to reassignment of projectmanager.Activities Planned ClosePlanned Start Date: July 2011Activities Completed ExecuteProjects are on hold due to reassignment of projectmanager.Impact/ValueProjects are on hold due to reassignment of project manager.Impact/ValueProject schedule delayed.Page 15 of 55December 2012 ISD Monthly Report to the JISC

COTS Preparation Application Program TrackReporting Period through December 31, 2012Executive Sponsor(s)Vonnie Diseth, CIO/ISD DirectorIT Project Manager:Ron Kappes – Infrastructure Program360.704.4069ron.kappes@courts.wa.govSree Sundaram – Application ness Area Manager(s):Dennis Longnecker, Infrastructure ManagerTamra Anderson, Data & Development ManagerMichael Keeling, Operations ManagerKumar Yajamanam, Architecture and Strategy ManagerWilliam Cogswell, Associate ISD DirectorDirk Marler, JSD DirectorConsultant/Contracting Firm:N/ADescription:The COTS Preparation (COTS-P) Program objective is to prepare the AOC JIS environment to support the future transition to aCOTS based suite of applications. The Superior Court Case Management System (SC-CMS) Project is expected to be the firstCOTS based application to be implemented within the AOC JIS. As the first COTS application, the SC-CMS implementation willvalidate many of the preparation assumptions for supporting future COTS product implementations.The implementation of the COTS-P Program has been organized into three (3) specific programs categories of sub-project tofacilitate effective and efficient planning, management and reporting. The programs are organized as: COTS-P Infrastructure Program (Network, Compute and Storage) of six (6) related sub-projectsCOTS-P Application Program (Data Warehouse and Applications) of six (6) related sub-projectsCOTS-P Business Program (Business and Organizational Processes) of one (1) related sub-projects (closed February2011)The COTS P Application Program:The purpose of this program is to evaluate and determine the impact of the SC-CMS project on AOC’s suite of applications andservices; identify any technical changes required; and to design, develop, and implement those changes with minimum impact toAOC customers. Defining the scope of the COTS-P Application Program sub-projects is challenging until the SC-CMS design isknown.The Application Program objectives, in support of the SC-CMS project are to: Identify the changes to existing systems and applications which are absolutely essential to support implementation ofSC-CMS project. Implement the changes to existing systems and applications to align with the implementation milestones of SC-CMSproject. Change existing systems and applications in such a way that it minimizes the impact to AOC customers and any suchimpacts are identified, communicated and managed in a timely manner.Business Benefit:The COTS-P Program outcome will provide at the project level, the appropriate analysis, design, documentation, acquisitionsand implementation of technology and processes within the JIS environment to support the future strategic plan to transitionfrom in-house application development to COTS based products.The COTS-P program will validate the current and future state of the Infrastructure, Application and Business environmentsnecessary to: Position AOC to support future COTS based application implementations Directly support the SC-CMS and INH project implementations Assure no planning, acquisition and/or implementation duplicity or gaps occur across related projects and initiatives.ImproveImproveManage Improve Information Service or AccessRisksBusiness Decision MakingefficiencyDriversIncreaseMaintain theManageRegulatory compliance organizationalXbusinessthe costsor mandatecapabilityPage 16 of 55December 2012 ISD Monthly Report to the JISC

Current Status Scope Schedule BudgetStatus Notes:The Scope, Schedule, and Budget status indicators are red because the scope of the project is unknown at this time. The scopewill be known only after the SC-CMS design is known.December - 73%COTS-P ApplicationProgram Progress:100% PlanningX InitiatePhaseSchedule Execute ClosePlanned Start Date: 1/1/12Planned Completion Date: 10/12/15Actual Start Date: 1/1/12Actual Completion: TBDActivities Completed Documentation of the existing systems andapplications. Continue to clarify scope definition and perform initialimpact analysis where possible.Impact/ValueProvides understanding of current working environment andenables solution design.Activities PlannedImpact/ValueProvides understanding of current working environment andenables solution design.Milestones Planned and AccomplishedMilestoneOriginal DateRevised DateActual DateStart Project1/1/121/1/121/1/12Initiation Phase8/31/1210/29/1210/29/12Planning Phase9/17/129/28/129/28/12Execution Phase4/30/157/15/15Execution of sub-projects1/28/15Closeout Project7/15/157/15/15End Project7/15/1510/12/15Page 17 of 55December 2012 ISD Monthly Report to the JISC

COTS Preparation - Network Capacity/Performance AnalysisReporting Period through December 31, 2012Executive Sponsor(s)Vonnie Diseth, CIO/ISD DirectorBusiness Area Manager(s):Dennis Longnecker, Infrastructure ManagerTamra Anderson, Data & Development ManagerMichael Keeling, Operations ManagerKumar Yajamanam, Architecture and Strategy ManagerWilliam Cogswell, Associate ISD DirectorDirk Marler, JSD DirectorIT Project Manager:Ron Kappes – Infrastructure ant/Contracting Firm:N/ADescription:The COTS Preparation (COTS-P) Program objective is to prepare the AOC JIS environment to support the future transition to aCOTS based suite of applications. The Superior Court Case Management System (SC-CMS) Project is expected to be the firstCOTS based application to be implemented within the AOC JIS. As the first COTS application, the SC-CMS implementation willvalidate many of the preparation assumptions for supporting future COTS product implementations.The implementation of the COTS-P Program has been organized into three (3) specific programs categories of sub-project tofacilitate effective and efficient planning, management and reporting. The programs are organized as: COTS-P Infrastructure Program (Network, Compute and Storage) of six (6) related sub-projects: P1 – Network Capacity & Performance Analysis Sub-project P2 – Compute/Storage SW Licensing Sub-project (Sub-Project Closed) P3 – SC-CMS Service Level Agreement Analysis (SLA) Sub-project P4 – SC CMS Disaster Recovery Analysis Sub-project P5 – Network Future State Sub-project P6 – Compute/Storage Future State Sub-projectCOTS-P Application Program (Data Warehouse and Applications) of six (6) related sub-projectsCOTS-P Business Program (Business and Organizational Processes) of one (1) related sub-projects (closed February2011)The COTS P1 - Network Capacity/Performance Analysis sub-project will: Evaluate the current AOC network capacity, performance, and processes. Determine the impact and actions required to support future COTS product implementations. Determine the impact and actions required to support the SC-CMS implementation for the 39 Superior Courts. Deliver three reports: Network Capacity & Performance Report, Network Support Process Analysis Report, andNetwork Upgrade Requirements Report.Business Benefit:The COTS-P Program outcome will provide at the project level, the appropriate analysis, design, documentation, acquisitionsand implementation of technology and processes within the JIS environment to support the future strategic plan to transitionfrom in-house application development to COTS based products.The COTS-P program will validate the current and future state of the Infrastructure, Application and Business environmentsnecessary to: Position AOC to support future COTS based application implementations. Directly support the SC-CMS and INH project implementations. Assure no planning, acquisition and/or implementation duplicity or gaps occur across related projects and initiatives.ImproveImproveManage Improve Information Service or XAccessRisksBusiness Decision MakingefficiencyDriversIncreaseMaintain theRegulatory compliance Manage organizationalbusinessthe costsor mandatecapabilityPage 18 of 55December 2012 ISD Monthly Report to the JISC

Current Status Scope Schedule BudgetStatus Notes:COTS-P Infrastructure Program P1 – Network Capacity & Performance Analysis Sub-projectProject completion date moved from 11/2/12 to 12/7/12. The Schedule status indicator is yellow because the projectstaff was assigned to work on the Enterprise Content Management System Scoring Model and the SC-CMS Total Costof Ownership Analysis. This caused a delay in updating the reports. The report updates have been completed and theproject is being closed.COTS-P NetworkCapacity/PerformanceAnalysis Progress:December - 99%100% InitiatePhaseSchedule PlanningX ExecutePlanned Start Date: 1/2/12Planned Completion Date: 12/7/12Actual Start Date: 1/2/12Actual Completion: TBDActivities Completed Reports were updated. The reports were reviewed with the Executive Sponsor. Project is being closed.Impact/ValueProvides an evaluation of AOC network capacity andperformance to support the future system.Delivery of the three reports indicates completion of the projectscope.Successful completion of the project scope and delivery of thethree reports: Network Capacity & Performance Report. Network Support Process Analysis Report. Network Upgrade Requirements Report.Activities Planned CloseImpact/ValueComplete the project close-out activities.Successful completion of the project scope and delivery of thethree reports: Network Capacity & Performance Report. Network Support Process Analysis Report. Network Upgrade Requirements Report.Milestones Planned and AccomplishedMilestoneOriginal DateRevised DateActual DateStart Project01/02/1201/02/1201/02/12Initiation Phase02/16/1203/16/1203/16/12Planning Phase4/18/124/18/124/18/12Research (DataCollection)Evaluation (DataAnalysis)RecommendationReportsClosure 7/31/1211/02/12End ProjectPage 19 of 55December 2012 ISD Monthly Report to the JISC

COTS Preparation – SC-CMS Service Level Agreement Analysis (SLA)Reporting Period through December 31, 2012Executive Sponsor(s)IT Project Manager:Ron Kappes – Infrastructure Program360.704.4069ron.kappes@courts.wa.govVonnie Diseth, CIO/ISD DirectorBusiness Area Manager(s):Consultant/Contracting Firm:Dennis Longnecker, Infrastructure ManagerTamra Anderson, Data & Development ManagerMichael Keeling, Operations ManagerKumar Yajamanam, Architecture and Strategy ManagerWilliam Cogswell, Associate ISD DirectorDirk Marler, JSD DirectorN/ADescription:The COTS Preparation (COTS-P) Program objective is to prepare the AOC JIS environment to support the future transition to aCOTS based suite of applications. The Supe

December 13, 2012 - Craig Wilson - Mike Walsh recognized Craig for the nice job he did on the Clarity/Microsoft Project Integration User's Guide. Mike took part in a pilot to test the integration of Clarity and Microsoft Project using the Clarity/Microsoft Project Integration User's Guide. Mike said the lessons learned