Project Toolkit

Post Implementation Review

Post Implementation Review

Structured review conducted after go-live to assess whether the solution is working as intended and benefits are being realised.

Post Implementation Review

A Post Implementation Review (PIR) assesses whether a project has delivered its intended outcomes, the solution is working effectively, and benefits are on track for realisation.

Purpose

The PIR:

  • Confirms solution is working as intended
  • Assesses benefits realisation
  • Identifies outstanding issues
  • Captures lessons learned
  • Informs future projects
  • Supports continuous improvement

When to Conduct

Trigger Timing
Standard PIR 3-6 months after go-live
Quick check 2-4 weeks after go-live
Extended review 12 months for major projects
Benefits review At benefits realisation milestones

PIR Timing Considerations

Factor Impact on Timing
Benefits timeline Allow time for benefits to emerge
Stabilisation period After hypercare/early life support
User adoption Sufficient usage to assess
Seasonal factors Consider business cycles

PIR Process

flowchart LR A[Plan
Review] --> B[Gather
Data] B --> C[Conduct
Review] C --> D[Analyse
Findings] D --> E[Report &
Actions] E --> F[Follow
Up] classDef blue fill:#108BB9,stroke:none,color:#fff class A,B,C,D,E,F blue

PIR Template

Review Header

Field Content
Project Customer Portal Enhancement
Implementation Date 07 June 2026
PIR Date 15 September 2026
Review Lead Jane Smith
Sponsor Sarah Williams

Assessment Areas

Solution Effectiveness

Area Assessment Question
Functionality Does it do what it was meant to do?
Performance Does it meet performance requirements?
Reliability Is it stable and available?
Usability Is it easy to use?
Integration Does it work with other systems?
Security Is it secure?

Functionality Assessment

Function Expected Actual Status
Customer login Working Working ✓
Self-service transactions 80% available 85% available ✓
Account management Full capability Full capability ✓
Reporting Real-time Real-time ✓

Performance Assessment

Metric Target Actual Status
Page load time <2 sec 1.4 sec ✓
Availability 99.5% 99.7% ✓
Concurrent users 500 600+ tested ✓
Transaction throughput 1000/hour 1200/hour ✓

Benefits Assessment

Benefits Realisation Status

Benefit Target Actual % Achieved Status
Self-service adoption 60% by Month 6 55% 92% Amber
Call volume reduction -25% by Month 12 -18% (Month 3) On Track Green
Customer satisfaction +10 NPS +8 NPS 80% Amber
Cost savings £150k/year £40k (Month 3) On Track Green

Benefits Analysis

Benefit Commentary
Self-service adoption Below target; need adoption campaign
Call volume reduction Trending well; on track for year-end
Customer satisfaction Improved but below target; UX review needed
Cost savings On track; full savings by year end

Benefits Actions

Action Owner Due
Launch adoption campaign Marketing Oct 2026
Conduct UX review Product Nov 2026
Review self-service features BA Oct 2026

User Feedback

Feedback Collection Methods

Method Sample Size Timing
User survey 200 customers Week of PIR
User interviews 10 key users During PIR
Support ticket analysis All tickets Since go-live
Usage analytics All users Since go-live

User Satisfaction

Aspect Rating (1-5) Comments
Overall satisfaction 4.2 Generally positive
Ease of use 4.0 Some navigation issues
Performance 4.5 Fast and responsive
Reliability 4.3 Few outages
Support 3.8 Response times varied

Common Feedback Themes

Theme Frequency Action
Navigation confusing 25% UX improvements
Missing feature X 15% Phase 2 backlog
Slow on mobile 10% Performance tuning
Great improvement 45% -

Operational Assessment

Support Performance

Metric Target Actual Status
Incidents <20/month 15/month ✓
Critical incidents 0 1 ✗
Resolution time (P1) <4 hours 3 hours avg ✓
Resolution time (P2) <8 hours 6 hours avg ✓
Customer satisfaction >90% 88% ~

Outstanding Issues

Issue Severity Status Owner
Mobile display bug Medium In progress Dev team
Integration timeout Low Monitoring Ops
Report formatting Low Backlog BA

Project Delivery Assessment

Delivery vs Plan

Dimension Planned Actual Variance
Duration 6 months 6.5 months +8%
Budget £200,000 £188,000 -6%
Scope 100% 95% -5%
Quality All criteria All met Met

Project Effectiveness

Question Rating Evidence
Did project deliver what was needed? Good Core requirements met
Was delivery efficient? Good Under budget
Was quality adequate? Good Few defects post-live
Were stakeholders satisfied? Good Positive feedback

Lessons Learned

What Worked Well

Area Success Factor Recommendation
Stakeholder engagement Regular demos Continue practice
Quality approach Early testing Mandate for projects
Team collaboration Co-location Promote approach
Risk management Proactive identification Maintain rigour

What Could Improve

Area Issue Recommendation
Third-party coordination Delays from vendor Earlier engagement
UAT resourcing Availability issues Book resources earlier
Documentation Left to end Parallel documentation
Change management Adoption slower than hoped Invest more in change

PIR Findings Summary

Overall Assessment

Area Rating Commentary
Solution Effectiveness Green Working as intended
Benefits Realisation Amber On track but attention needed
User Satisfaction Amber Good but improvements needed
Operational Performance Green Stable and supported
Project Delivery Green Delivered successfully

Key Findings

# Finding Implication
1 Solution working well No major remediation needed
2 Adoption below target Investment in change needed
3 UX issues identified UX review and fixes required
4 Benefits on track overall Continue monitoring
5 Good project delivery Lessons for future projects

Actions and Recommendations

Immediate Actions

Action Owner Priority Due
Launch adoption campaign Marketing High Oct 2026
Fix mobile display issues Dev Medium Oct 2026
Complete UX review Product High Nov 2026

Recommendations

Recommendation Audience
Continue benefits tracking to Month 12 Sponsor
Invest in adoption support Business
Apply lessons to future projects PMO
Consider Phase 2 to address gaps Portfolio Board

Follow-Up

Next Review Points

Review Date Focus
Benefits check Dec 2026 Month 6 benefits
Annual review Jun 2027 Full year benefits

Ongoing Monitoring

Metric Frequency Owner
Self-service adoption Monthly Digital Team
Call volumes Monthly Operations
Customer satisfaction Quarterly CX Team
System performance Continuous IT Ops

PIR Report Distribution

Audience Content
Sponsor Full report
Steering Group Executive summary
PMO Full report + lessons
IT Operations Operational sections
Business Benefits sections

PIR Checklist

Planning

  • PIR date scheduled?
  • Participants identified?
  • Data sources identified?
  • Questions prepared?

Data Gathering

  • Benefits data collected?
  • User feedback gathered?
  • Operational metrics obtained?
  • Issue logs reviewed?
  • Project documentation reviewed?

Review

  • Solution effectiveness assessed?
  • Benefits realisation evaluated?
  • User satisfaction measured?
  • Operational performance reviewed?
  • Lessons captured?

Reporting

  • Findings documented?
  • Actions identified?
  • Report distributed?
  • Follow-up scheduled?
Last updated: 13 January 2026
Themes

Closure

Assurance