Membership and service-centre staff resisting the new digital procedures

9MediumIn progress

A risk's detail, response, contingency and residual risk.

Risk statement

From cause to event to impact — with the preventive controls before the event and the contingency after it

Cause

Membership and service-centre staff are used to paper procedures and walk-in reviews, and had little say in designing the services

Preventive controls

2 / 2

Event

Membership and service-centre staff resisting the new digital procedures

9MediumTrigger

Under 50% usage in the first month

Contingency

Retire paper requests in steps by a circular from the Secretary-General

Impact

Low adoption and paper requests persisting at the service centres after launch

SAR 300K

The level before and after the response

Inherent

9Medium

Residual

4Low

Exposure

SAR 300K

Residual

⁦56⁩% off the score

Score trend

Last six months

Escalation engine: a high risk unreviewed for 10 days notifies the PM, 15 the programme manager, 20 the PMO director

Last reviewed 13 days ago · Outside the engine — below «high»

Project manager
Current level
Eng. Sultan F. Al-Ghamdi
Currently followed up here
2
Programme manager
Eng. Reem K. Al-Dosari
3
PMO director
Dr. Noura M. Al-Otaibi
4
Executive committee
Dr. Abdullah S. Al-Qahtani
By the PMO director’s decision

Each action with its owner and date — tick it off when complete

⁦0⁩ of ⁦2⁩ done

A change-ambassador network at HQ and in every branch
Nouf M. Al-Balawi
In progressIn 48 days
Hands-on training for service-centre staff a month before launch
Nouf M. Al-Balawi
Not startedIn 96 days

Trigger

Under 50% usage in the first month

Contingency

Retire paper requests in steps by a circular from the Secretary-General