The handover gap
A system is not delivered when it goes live. It is delivered when the team running it can keep it alive without you.
Most procurement treats training as a line item at the end of a project. By then the budget is spent and the people who will actually operate the system have never seen it.
What works instead
- Bring operators into acceptance testing, not just sign-off
- Write the runbook while you build, not afterwards
- Leave a named person who has fixed something themselves