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Piloting Your Service

What is a service pilot?

A service pilot is a limited release of your service for a clearly defined purpose and duration. The intended outcome is a pilot assessment with findings, including remediations and recommendations.

Why do I need to pilot my service?

Piloting provides invaluable information about the service that can only be obtained by delivering it on a limited basis to select clients. A pilot will either validate the service processes and design, or identify opportunities for improvement.

How do I pilot my service?

Follow these steps for a successful pilot:

  1. Start early and incorporate pilot planning into your overall service development plan.
  2. Clearly define the scope of your pilot: what you hope to learn, who will participate in the pilot, its duration, etc.
  3. Define a communications plan for the pilot participants.
  4. Establish baseline metrics prior to the start of the pilot. These will serve as a benchmark for the pilot results.
  5. Analyze the pilot data, identifying opportunities for service improvement.
I want to: Here’s how: When: Who is responsible?
Plan and execute a service pilot
(Step 1)
Review the Planning Your Service Pilot Checklist Start planning as early in the service development process as possible. The business owner makes the decision to pilot with input from the service owner and manager. The service manager and project manager own the pilot planning and execution, with input from the service team and other impacted groups.
Assess the pilot
(Step 2)
Review the Pilot Assessment Checklist As soon as possible after the pilot The service/project manager coordinates data gathering activities, schedules meetings, and prepares a report of pilot findings.

Learn more about piloting your service: