MGT2 KKM1 Task 3 using Case study 5 Merrilton Mobile
2024 Update with complete solution
,MGT2 KKM1 Final Assessment: Case Study 5 – Merrilton Mobile 2024 Update
Task 1: Stakeholder Communication Plan
Communication
Month Key Message / Deliverable Owner
Channel
Present the final unified workflow;
In-Person Workshop demonstrate the admin backend for their
May Alex Patel
& Technical Demo department; distribute draft training manuals
for feedback.
Conduct a Q&A session to address concerns
Webinar & Email
from the workshop; distribute finalized Maya
June Update with
training schedule and materials; set a firm Johnson
Attachments
deadline for data validation and feedback.
Distribute a formal memo confirming the
Launch Briefing
July (Pre- launch date and time; outline the support
Memo & Support Alex Patel
Launch) protocol for the first week; provide emergency
Contact List
contact list for technical issues.
Task 2: Strategic Objective Alignment
For the risk "Poor mobile app user interface (UI) and user experience (UX) design leads to citizen
frustration, low adoption rates, and an increase in call volume to city support lines," successful
mitigation directly supports two of the City Council's strategic goals. First, it improves Citizen
Satisfaction by ensuring the app is intuitive, easy to use, and effectively meets citizens' needs. Second,
it increases Operational Efficiency by reducing the volume of calls and in-person visits to city offices,
allowing staff to focus on more complex tasks and streamlining service delivery through the digital
channel.
, Task 3: Comprehensive Risk Assessment
Impact
Likelihood Responsible Prevention/Mitigation
Risk Description (L, M,
(L, M, H) Person Strategy
H)
[Example from case
study:] Inadequate Improve communication
Maya Johnson,
User requirements and send out additional
System
leading to system M H email and a hard copy with
Requirements
mismatches may the July bill to the physical
Lead
cause delays in address on file.
account activation.
1. Poor mobile app
Conduct iterative user
user interface (UI)
testing with citizen focus
and user
groups throughout the
experience (UX)
design phase. Implement a
design leads to Jordan Lee, Lead
M H feedback mechanism
citizen frustration, Developer
within the app's beta
low adoption rates,
version and prioritize
and an increase in
changes based on user
call volume to city
pain points.
support lines.
2. Inadequate Develop a multi-channel
marketing and marketing campaign (social
Alex Patel, Project
citizen awareness media, city website, utility
Manager
campaigns result in bill inserts) starting two
H M (coordinating with
low app downloads months before launch.
City
and usage after Highlight key features,
Communications)
launch, benefits, and provide clear
undermining the "how-to" guides.
2024 Update with complete solution
,MGT2 KKM1 Final Assessment: Case Study 5 – Merrilton Mobile 2024 Update
Task 1: Stakeholder Communication Plan
Communication
Month Key Message / Deliverable Owner
Channel
Present the final unified workflow;
In-Person Workshop demonstrate the admin backend for their
May Alex Patel
& Technical Demo department; distribute draft training manuals
for feedback.
Conduct a Q&A session to address concerns
Webinar & Email
from the workshop; distribute finalized Maya
June Update with
training schedule and materials; set a firm Johnson
Attachments
deadline for data validation and feedback.
Distribute a formal memo confirming the
Launch Briefing
July (Pre- launch date and time; outline the support
Memo & Support Alex Patel
Launch) protocol for the first week; provide emergency
Contact List
contact list for technical issues.
Task 2: Strategic Objective Alignment
For the risk "Poor mobile app user interface (UI) and user experience (UX) design leads to citizen
frustration, low adoption rates, and an increase in call volume to city support lines," successful
mitigation directly supports two of the City Council's strategic goals. First, it improves Citizen
Satisfaction by ensuring the app is intuitive, easy to use, and effectively meets citizens' needs. Second,
it increases Operational Efficiency by reducing the volume of calls and in-person visits to city offices,
allowing staff to focus on more complex tasks and streamlining service delivery through the digital
channel.
, Task 3: Comprehensive Risk Assessment
Impact
Likelihood Responsible Prevention/Mitigation
Risk Description (L, M,
(L, M, H) Person Strategy
H)
[Example from case
study:] Inadequate Improve communication
Maya Johnson,
User requirements and send out additional
System
leading to system M H email and a hard copy with
Requirements
mismatches may the July bill to the physical
Lead
cause delays in address on file.
account activation.
1. Poor mobile app
Conduct iterative user
user interface (UI)
testing with citizen focus
and user
groups throughout the
experience (UX)
design phase. Implement a
design leads to Jordan Lee, Lead
M H feedback mechanism
citizen frustration, Developer
within the app's beta
low adoption rates,
version and prioritize
and an increase in
changes based on user
call volume to city
pain points.
support lines.
2. Inadequate Develop a multi-channel
marketing and marketing campaign (social
Alex Patel, Project
citizen awareness media, city website, utility
Manager
campaigns result in bill inserts) starting two
H M (coordinating with
low app downloads months before launch.
City
and usage after Highlight key features,
Communications)
launch, benefits, and provide clear
undermining the "how-to" guides.
