# 8. In-Service Management (4 pgs)
# 8-1 In-Service Management
**HF Activities for In-Service Management.** There are two reasons for post-deployment assessments from an HF perspective:
- To determine whether there are performance issues that need to be addressed
- To identify opportunities for enhancements of the product in a future release
Following completion of the initial implementation of an acquisition, there are four primary HF responsibilities:
- Support the post implementation review (PIR) from an HF perspective
- Execute and monitor the results of the process for assessing HF in Operations
- Provide mitigation for identified HF problems
- Review reporting systems for possible HF issues
Additional details are provided on the following pages:
- P. 8-2: [HF Post Implementation Assessments](#page_69)
- P. 8-3: [Potential Post Implementation HF Issues](#page_70)
- P. 8-4: [Opportunities for Future Enhancements](#page_71)
[](https://104.248.49.157/uploads/images/gallery/2024-03/picture-8-1.png)
# 8-2 In-Service Management
**HF Post Implementation Assessments.** There are a variety of complementary sources to support these HF assessments. One formal component is completion of the [In-Service Review (ISR) checklist (FAA network user only)](https://my.faa.gov/org/linebusiness/ato/safety/isd.html). Other methods include:
- Design and use of a dashboard that provides quantitative data on the use of the product. Note that such a dashboard should be designed to not only indicate the frequency of use of the product, but should also provide data that helps to diagnose the underlying causes or contributing factors
- Input from operators and maintenance. Note that an environment should be established that encourages such input, including explicit requests for input. Note also that such input needs to include not only the operators directly using the product but also operators who tasks are affected by the introduction of this new product and associated procedures, which may include operators at other facilities
- Input from the trainers involved in the introduction and continued use of this product
- Direct observation of the use of the product
And since different issues may arise in different facilities, it is important that post-deployment assessments not fixate on a subset of those facilities.
[](http://104.248.49.157/uploads/images/gallery/2024-03/picture-8-2.png)
# 8-3 In-Service Management
**Potential Post Implementation HF Issues.** There are a variety of reasons why HF issues could arise after the deployment of the solution. This includes:
- Resistance to change resulting in disuse of the product
- Problems with the software or hardware such that some function is not performed as intended (including interactions with other software or hardware systems)
- Barriers to use of the system such as facility or workstation layout or environmental conditions (such as lighting) that impact the effective use of the product
- Inadequacies in the procedures that have been defined and trained for using the product
- Use of unintended procedures that have not been trained that could result in inefficiencies or safety concerns
- Use of unintended procedures that are actually better than those that have been trained
- Inconsistencies in the training and/or procedures used at different facilities
- Weaknesses in initial or recurrent training (including insufficient training when there is turnover in the personnel involved)
- Issues with staffing
- Inadequate coordination and communication with other operators (at the same or different facility) that is necessary as part of the workflow required for the effective use of the new product
- Occurrence of unexpected scenarios that impact efficiency or safety
When such issues are identified, the FAA HFC Coordinator, Systems Engineering and local facility management all need to be informed and an appropriate plan needs to be developed to respond to them at both a local and national level as appropriate. In some cases this may involve an urgent patch or immediate training. In others, the remediation may wait for the next release of the product.
# 8-4 In-Service Management
**Opportunities for Future Enhancements.** While monitoring post-deployment performance, opportunities for future enhancements may be identified.
Some enhancements may focus on minor improvements in the Computer Human Interaction (CHI) or supporting functionality. Others may involve significant new additions or changes to the CHI and the software functionality.
While monitoring for performance issues associated with the current release of the product, information should be collected to provide insights into such needs in order to guide the design of future releases. And in some cases, requirements for future releases may have already been identified during Solution Implementation (SI).
HF input is then required in prioritizing, planning and implementing these future releases.
[](https://104.248.49.157/uploads/images/gallery/2024-03/picture-8-4.png)