A county's successful 311 chatbot pilot in one department is ready to move toward citywide deployment. Within an envision, experiment, launch, scale transformation model, what is the correct next phase?
Select an answer to reveal the explanation.
Short Explanation
A successful pilot doesn't mean an instant switch-flip everywhere. It means it's time to launch, building out the processes and support that let the win travel beyond that first department before going all-in.
Full Explanation
The launch phase formalizes the processes, governance, and support structures needed to expand a proven pilot responsibly, serving as the deliberate bridge between a contained experiment and enterprise-wide scale. Returning to envision revisits a strategic question the pilot has already answered, wasting momentum on a decision that's effectively settled by the pilot's results. Repeating the experiment phase indefinitely mistakes ongoing caution for progress, when the pilot has already produced sufficient evidence to move forward into formalization. Jumping straight to full enterprise scale skips the process-formalization step that keeps rollout risk contained, a shortcut that tends to produce the operational surprises a phased model exists to avoid. Scope caveat: the launch phase's scope should be proportional to the pilot's demonstrated evidence, not the county's entire footprint at once. Operational check: confirm governance and support processes are documented and staffed before the launch phase's expanded rollout begins.