SayPro M&E System: Follow-Up Support Plan

Objective: Offer continuous, accessible support to ensure staff can successfully implement and use the M&E system, solving issues as they arise.
Led by: SayPro M&E Team, IT Support, and Supervisors

📅 Support Phases

1. Immediate Post-Training Support (First 2 Weeks)

Objective: Ensure smooth transition and address any immediate issues faced by staff after the training.

Tasks:

• Personalized Support via Email or Chat:
  • What to do: Within the first 2 weeks after training, provide a dedicated support channel (email or chat platform like Slack/MS Teams).
  • Who to contact: Ensure that each staff member has contact details for their specific department or role-based support.
• Weekly Office Hours/Drop-In Sessions:
  • What to do: Host live, virtual drop-in sessions (1–2 hours) where staff can ask questions, get help troubleshooting, and clarify any doubts regarding system usage.
  • Where to do it: Utilize Zoom, Teams, or an internal platform for these live sessions.
  • When to host: Hold these sessions at times convenient for different time zones or shifts.
• Guided System Walkthroughs:
  • What to do: Offer live or recorded walkthroughs of frequently used system features that staff may need help with (e.g., entering data, generating reports, uploading documents).

2. Ongoing Technical & Functional Support (Ongoing, Monthly)

Objective: Provide long-term support to ensure staff can continue using the system effectively and resolve any ongoing technical or system-related challenges.

Tasks:

• IT Help Desk Support:
  • What to do: Set up a dedicated IT helpdesk or support email where staff can report bugs, technical issues, and access problems (e.g., login errors, system malfunctions).
  • Response Time: Establish a clear response time (e.g., within 24–48 hours) to ensure timely resolution.
• Monthly Follow-Up Sessions:
  • What to do: Conduct monthly webinars or Q&A sessions to review any updates to the system, address ongoing questions, and provide additional hands-on training based on feedback.
  • Topics: These could cover advanced features, new system functionalities, and common user challenges.
• User Group Support:
  • What to do: Create a user group (via email or internal chat platform) where staff can share tips, ask questions, and discuss any challenges they’re facing.
  • Benefits: Peer-to-peer support will encourage collaboration and provide additional problem-solving options.

3. Monitoring System Usage & Feedback (Ongoing)

Objective: Track the usage of the M&E system to proactively identify and address areas where staff may be struggling or areas for improvement.

Tasks:

• System Usage Analytics:
  • What to do: Monitor which features are being used most frequently and which areas may have low engagement (e.g., data entry rates, report generation).
  • Who does it: The M&E team or IT support will analyze the data to spot trends in system usage.
• Surveys/Feedback Forms:
  • What to do: Distribute quarterly feedback forms or surveys to assess how well the staff is using the system, what challenges they face, and what additional training or support they may need.
  • Questions to include:
    • Are you facing any challenges using the system? If yes, what?
    • What features do you find most helpful? What features do you struggle with?
    • Do you feel the system helps in reporting and tracking project progress?
• One-on-One Support Sessions (As Needed):
  • What to do: Offer one-on-one support sessions for staff members or teams who need additional assistance or are facing significant challenges with the system.
  • How to schedule: Provide a booking link or coordinate with department managers to schedule these personalized sessions.

4. System Updates and Continuous Learning (Ongoing)

Objective: Keep staff informed of new system updates and improvements while encouraging continuous learning.

Tasks:

• Email Updates for System Changes:
  • What to do: When system updates or new features are released, send out email notifications with clear instructions on how these changes will affect staff’s workflow.
  • Content: Include release notes, new functionalities, and any required actions from users.
• Advanced Training & Webinars:
  • What to do: Offer advanced training sessions and webinars focused on more complex features of the M&E system (e.g., advanced reporting, automation, and data analysis tools).
  • When: Schedule these sessions quarterly or biannually based on user feedback.
• Knowledge Base/Help Center:
  • What to do: Create and maintain a comprehensive knowledge base or internal help center (using an intranet, SharePoint, or wiki), where staff can access resources like:
    • FAQs
    • Troubleshooting guides
    • Video tutorials
    • Step-by-step instructions on common system tasks

🛠️ Support Tools & Resources

1. Create a Support Portal/FAQ

• Portal Content: Develop a central support portal where staff can access frequently asked questions, step-by-step troubleshooting guides, and user manuals.
• Platform: This could be on your intranet, in a shared Google Drive, or in your project management tool.

2. Create Video Tutorials

• Video Content: Produce short video tutorials explaining how to complete common tasks in the system.
  • Example videos: “How to Enter Data into the M&E System,” “Generating Reports for Monitoring Progress,” “How to Upload Documents.”
• Where to Host: Host the videos on the internal knowledge base or a shared platform like YouTube (unlisted) or Vimeo.

3. Set Up a Support Ticketing System

• Support Tickets: Use a ticketing system (e.g., Zendesk, Jira, or Trello) to manage and prioritize user support requests.
  • Track the status of tickets and assign them to the appropriate team members (M&E, IT, or department leads).

📊 Feedback & Evaluation

1. Regular Staff Surveys

• Conduct short surveys every 3-6 months to gauge staff satisfaction with the system and its functionality.
• Questions to include:
  • How confident are you in using the M&E system to track project data?
  • Have you experienced any system downtime or technical difficulties?
  • What additional features or improvements would you like to see?

2. User Satisfaction Metrics

• Track user satisfaction with system support and effectiveness using metrics like:
  • Response time for support requests
  • Resolution time for technical issues
  • Satisfaction ratings from post-support surveys

💡 Additional Tips for Effective Follow-Up Support

• Proactive Communication: Frequently remind staff about available support channels and resources, especially after each major system update.
• Peer Mentorship: Encourage experienced users to mentor less experienced staff, especially in larger departments or regions.
• Incentivize Usage: Recognize and reward staff who actively use the system to improve project outcomes (e.g., shout-outs in meetings, small incentives).