---
last_verified: 2026-03-18
pattern:
  id: engagement-raci
  name: "ECAL Engagement RACI"
  category: governance
---

description: >
  Defines who is Responsible, Accountable, Consulted, and Informed for each
  ECAL artefact during the engagement lifecycle. This is the PROCESS RACI
  (who does what during pre-sales), not the operational RACI (who runs
  the solution post-go-live). Source: ECAL 3.1 Practitioners Guides.

roles:
  EA: "Enterprise Architect"
  SE: "Solution Engineer"
  BA: "Business Architect"
  CS: "Customer Success"
  DA: "Deployment Architect"
  VC: "Value Consulting"
  Sales: "Sales"
  MS: "Managed Services"
  CloudOps: "Cloud Operations"
  Customer: "Customer"

raci_definitions:
  R: "Responsible — executes and delivers the artefact"
  A: "Accountable — signs off, owns the outcome (max one per artefact)"
  C: "Consulted — contributes expertise, reviewed before completion"
  I: "Informed — notified of the result"

# ═══════════════════════════════════════════════════════════════
# DEFINE PHASE
# ═══════════════════════════════════════════════════════════════

define:

  ideate:
    step_purpose: >
      Understand the customer situation and propose a potential solution
      (value story) that resonates with their business drivers.
    artefacts:
      - name: "Customer Profile"
        EA: "A/R"
        SE: "R"
        BA: "C"
        CS: "C"
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "C"
        Customer: "I"
      - name: "Strategy Map"
        EA: "C"
        SE: "R/A"
        BA: "I"
        CS: "I"
        DA: "I"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "C"
        Customer: ""
      - name: "Point of View"
        EA: "A/R"
        SE: "R"
        BA: "C"
        CS: "C"
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "C"
        Customer: ""
      - name: "Ideation Workshop"
        EA: "C"
        SE: "A/R"
        BA: "C"
        CS: "C"
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "C"
        Customer: "R"
      - name: "Business Case"
        # Roles filled during Ideate are minimal; revisited in Confirm
        EA: ""
        SE: ""
        BA: ""
        CS: ""
        DA: ""
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: ""
        Customer: ""
      - name: "Value Story"
        EA: "A/R"
        SE: "R"
        BA: "C"
        CS: "C"
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "C"
        Customer: ""

  validate:
    step_purpose: >
      Present the Point of View to the customer and validate the ideas.
      Assess impact and customer willingness to investigate a solution.
    artefacts:
      - name: "Value Story Delivery"
        EA: "A/R"
        SE: "R"
        BA: "C"
        CS: ""
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "R"
        Customer: "R"

  plan:
    step_purpose: >
      Once the PoV is validated, plan the Design phase activities,
      resources, and timeline as a joint plan with the customer.
    artefacts:
      - name: "Joint Engagement Plan"
        EA: "A/R"
        SE: "C"
        BA: "R"
        CS: ""
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "C"
        Customer: "R"

# ═══════════════════════════════════════════════════════════════
# DESIGN PHASE
# ═══════════════════════════════════════════════════════════════

design:

  current:
    step_purpose: >
      Understand the customer's context: current architecture, business
      processes, constraints, and priorities relevant to the engagement.
    artefacts:
      - name: "Business Constraints"
        EA: "R/A"
        SE: ""
        BA: "R"
        CS: ""
        DA: "C"
        VC: "I"
        Sales: "C"
        MS: "C"
        CloudOps: "I"
        Customer: "C"
      - name: "Security Constraints"
        EA: "R/A"
        SE: ""
        BA: "R"
        CS: ""
        DA: "C"
        VC: "C"
        Sales: "C"
        MS: "C"
        CloudOps: "I"
        Customer: "C"
      - name: "Current State Process & Capability Map"
        EA: "R/A"
        SE: "R"
        BA: "C"
        CS: "C"
        DA: "C"
        VC: "C"
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "R/C"
      - name: "Discovery Questionnaire"
        EA: "R/A"
        SE: ""
        BA: "R"
        CS: ""
        DA: "C"
        VC: "R"
        Sales: "C"
        MS: "C"
        CloudOps: "I"
        Customer: "R/C"
      - name: "Current State Apps & Tech Portfolio"
        EA: "R/A"
        SE: ""
        BA: "R"
        CS: ""
        DA: "C"
        VC: "I"
        Sales: "C"
        MS: "C"
        CloudOps: "I"
        Customer: "R/C"
      - name: "Operational RACI (Current)"
        EA: "R/A"
        SE: ""
        BA: ""
        CS: "C"
        DA: "C"
        VC: ""
        Sales: "C"
        MS: ""
        CloudOps: ""
        Customer: "R/C"
      - name: "Prioritization Matrix"
        EA: "R/A"
        SE: ""
        BA: "R"
        CS: ""
        DA: "C"
        VC: "I"
        Sales: "C"
        MS: "C"
        CloudOps: "I"
        Customer: "C"
      - name: "Current State Architecture"
        EA: "R/A"
        SE: ""
        BA: "R"
        CS: ""
        DA: "C"
        VC: "I"
        Sales: "C"
        MS: "C"
        CloudOps: "I"
        Customer: ""

  future:
    step_purpose: >
      Create the overall solution: architecture, deployment design,
      transition plan, service design, sizing, and BoM.

    solution_design:
      - name: "Future State Process & Capability Map"
        EA: "R/A"
        SE: "C"
        BA: "C"
        CS: ""
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "C"
      - name: "Future State Apps & Tech Portfolio"
        EA: "R/A"
        SE: "C"
        BA: "C"
        CS: ""
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "C"
      - name: "Future State Architecture"
        EA: "R/A"
        SE: "C"
        BA: "C"
        CS: ""
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "C"
      - name: "Solution Roadmap"
        EA: "R/A"
        SE: "C"
        BA: "C"
        CS: ""
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "C"
      - name: "Extension Catalog"
        EA: "R/A"
        SE: "C"
        BA: "C"
        CS: ""
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "C"
      - name: "Integration Catalog"
        EA: "R/A"
        SE: "C"
        BA: "C"
        CS: ""
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "C"
      - name: "Information & BI Model"
        EA: "R/A"
        SE: "C"
        BA: "C"
        CS: ""
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "C"

    deployment_design:
      - name: "Deployment Design"
        EA: "R/A"
        SE: ""
        BA: "C"
        CS: "I"
        DA: "R/C"
        VC: ""
        Sales: ""
        MS: "C"
        CloudOps: "I"
        Customer: "C"
      - name: "Datacentre Design"
        EA: "R/A"
        SE: ""
        BA: "C"
        CS: ""
        DA: "R/C"
        VC: ""
        Sales: ""
        MS: "C"
        CloudOps: "I"
        Customer: "C"
      - name: "Lifecycle Management Design"
        EA: "R/A"
        SE: ""
        BA: "C"
        CS: ""
        DA: "R/C"
        VC: ""
        Sales: ""
        MS: "C"
        CloudOps: "I"
        Customer: "C"
      - name: "Network Design"
        EA: "R/A"
        SE: ""
        BA: "C"
        CS: ""
        DA: "R/C"
        VC: ""
        Sales: ""
        MS: "C"
        CloudOps: "I"
        Customer: "C"
      - name: "Identity & Access Design"
        EA: "R/A"
        SE: ""
        BA: "C"
        CS: ""
        DA: "R/C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "C"
      - name: "Environment Catalog"
        EA: "R/A"
        SE: ""
        BA: "C"
        CS: ""
        DA: "R/C"
        VC: ""
        Sales: ""
        MS: "C"
        CloudOps: "I"
        Customer: "C"
      - name: "Recovery Model"
        EA: "R/A"
        SE: ""
        BA: "C"
        CS: ""
        DA: "R/C"
        VC: ""
        Sales: ""
        MS: "C"
        CloudOps: "I"
        Customer: "C"
      - name: "Management Design"
        EA: "R/A"
        SE: ""
        BA: "C"
        CS: ""
        DA: "R/C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "C"
      - name: "Data Locality & Data Security"
        EA: "R/A"
        SE: ""
        BA: "C"
        CS: ""
        DA: "R/C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "C"

    transition_design:
      - name: "Implementation Plan"
        EA: "A"
        SE: "C"
        BA: ""
        CS: "I"
        DA: "R/C"
        VC: ""
        Sales: "C"
        MS: ""
        CloudOps: "I"
        Customer: "C"
      - name: "Implementation RACI"
        EA: "A"
        SE: "C"
        BA: ""
        CS: ""
        DA: "R"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "C"
      - name: "Provisioning Plan / Map"
        EA: "A"
        SE: "C"
        BA: "C"
        CS: ""
        DA: "R"
        VC: ""
        Sales: ""
        MS: "C"
        CloudOps: "I"
        Customer: "C"
      - name: "Adoption Plan"
        EA: "A"
        SE: "C"
        BA: ""
        CS: ""
        DA: "R"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "I"
        Customer: "C"

    service_design:
      - name: "Operational Services RACI"
        EA: "A"
        SE: ""
        BA: ""
        CS: ""
        DA: ""
        VC: ""
        Sales: "R"
        MS: "C"
        CloudOps: "I"
        Customer: "C"
      - name: "Operational Services Design"
        EA: "A"
        SE: ""
        BA: ""
        CS: ""
        DA: ""
        VC: ""
        Sales: "R"
        MS: "C"
        CloudOps: "I"
        Customer: "C"

    demo_poc:
      - name: "PoC Joint Execution Plan"
        EA: "A"
        SE: ""
        BA: "R"
        CS: ""
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "C"
        Customer: "I"
      - name: "Demo / PoC Delivery"
        EA: "A"
        SE: ""
        BA: "R"
        CS: ""
        DA: "C"
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "C"
        Customer: "I"

    bom_sizing:
      - name: "Architecture Review"
        EA: "C/I"
        SE: ""
        BA: "C/R"
        CS: ""
        DA: "C/I"
        VC: ""
        Sales: "C/I"
        MS: ""
        CloudOps: "R/A"
        Customer: ""
      - name: "Bill of Materials & Sizing"
        EA: "C/I"
        SE: ""
        BA: "C/R"
        CS: ""
        DA: "C/I"
        VC: ""
        Sales: "C/I"
        MS: ""
        CloudOps: "R/A"
        Customer: ""

  confirm:
    step_purpose: >
      Assemble design work into a high-impact Solution Proposal that
      enables the customer to validate and decide to proceed.
    artefacts:
      - name: "Solution Proposal"
        EA: "A/R"
        SE: "C"
        BA: "C"
        CS: ""
        DA: "C"
        VC: "C"
        Sales: ""
        MS: ""
        CloudOps: "C"
        Customer: "I"
      - name: "Partner / Services Proposal"
        EA: "C"
        SE: ""
        BA: ""
        CS: ""
        DA: "A/R"
        VC: ""
        Sales: "R"
        MS: ""
        CloudOps: "C"
        Customer: "C"
      - name: "RFx Response"
        EA: "C"
        SE: "C"
        BA: "A/R/C"
        CS: "I"
        DA: ""
        VC: ""
        Sales: ""
        MS: ""
        CloudOps: "C"
        Customer: "I"
      - name: "Commercial Agreement"
        EA: "C"
        SE: "C"
        BA: "C"
        CS: ""
        DA: "C"
        VC: ""
        Sales: "C"
        MS: ""
        CloudOps: "A/R"
        Customer: "R"

# ═══════════════════════════════════════════════════════════════
# DELIVER PHASE
# ═══════════════════════════════════════════════════════════════

deliver:

  adopt:
    step_purpose: >
      Transition from proposed architecture to implementation.
      Pre-sales → delivery handover without rework.

    establish_governance:
      - name: "Architecture Governance"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Operating Model"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Business Transition Plan"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Training & Communication Plan"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"

    manage_project:
      - name: "Project Governance"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Project Plan"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Project Delivery"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Signoff & Close"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"

    customer_adoption:
      - name: "Contracts & Policy Review"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Readiness Assessment"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Configuration & Customization"
        EA: "A/R"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Security Build"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Data Migration"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Validation & Testing"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Business Enablement"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"
      - name: "Go-Live & Hypercare"
        EA: "C"
        SE: ""
        BA: "I"
        CS: ""
        DA: "R/A"
        VC: "R/C/I"
        Sales: "R"
        MS: "I"
        CloudOps: ""
        Customer: "R"

  operate:
    step_purpose: >
      Solution is live. Operational capabilities from the Operating Model
      are performed to retain vitality. Business outcome reporting active.
    artefacts:
      - name: "Cloud Operating Framework"
        EA: ""
        SE: ""
        BA: ""
        CS: "I"
        DA: "R"
        VC: ""
        Sales: "R"
        MS: "R"
        CloudOps: ""
        Customer: "R/A"
      - name: "OCI Operationalization Framework"
        EA: ""
        SE: ""
        BA: ""
        CS: ""
        DA: "R/A"
        VC: ""
        Sales: "R/C"
        MS: ""
        CloudOps: ""
        Customer: "C/I"

  improve:
    step_purpose: >
      Capture learnings, validate value delivery, identify next
      hypothesis to tackle. Feed improvements back into ECAL.
    artefacts:
      - name: "Retrospective"
        EA: "C/I"
        SE: "C/I"
        BA: ""
        CS: "R"
        DA: "R/A"
        VC: ""
        Sales: "R"
        MS: "R"
        CloudOps: ""
        Customer: "C"
      - name: "Value Realization"
        EA: "C/I"
        SE: "C/I"
        BA: ""
        CS: "R"
        DA: "R/A"
        VC: ""
        Sales: "R"
        MS: "R"
        CloudOps: ""
        Customer: "C"
      - name: "Customer Success Story"
        EA: "C/I"
        SE: "C/I"
        BA: ""
        CS: "R"
        DA: "R/A"
        VC: ""
        Sales: "R"
        MS: "R"
        CloudOps: ""
        Customer: "C"
      - name: "Improvement Actions"
        EA: "C/I"
        SE: "C/I"
        BA: ""
        CS: "R/A"
        DA: "R"
        VC: ""
        Sales: "R"
        MS: "R"
        CloudOps: ""
        Customer: "C"

# ═══════════════════════════════════════════════════════════════
# LESSONS LEARNED PER STEP (from ECAL Practitioners Guides)
# ═══════════════════════════════════════════════════════════════

lessons_learned:

  define:
    - "Listen to the customer and also to each other"
    - "Don't defend your Point of View to the customer, listen for ideas"
    - "Understand what the customer is saying"
    - "Make Point of View SMART: Specific, Measurable, Attainable, Relevant, Time-based"
    - "Think carefully about whether it's right to proceed"
    - "Do you have a senior customer sponsor that will support you?"

  current:
    - "Frame the problem — don't gather requirements"
    - "Capture current state in terms of people, process and technology"
    - "Be collaborative with the customer and share everything"
    - "Use whatever works — try top down and bottom up"
    - "Understand the business context, business drivers and desired outcomes"
    - "Be very clear about the scope — which systems are in and out"

  future:
    - "Always look for a quick win for the customer"
    - "The operational model is just as important as the architecture"
    - "Don't forget non-production environments"
    - "Security and data locality must be understood early, don't leave it too late"

  confirm:
    - "Propositions must be SMART in a customer context"
    - "Ensure you have evidence to support all positions"
    - "The Roadmap must be achievable"
    - "Think about the person you are presenting to — what does it mean for them"
    - "Quality of the presentation is very important — it must look professional"

  adopt:
    - "Look for a Minimum Viable Product (or service) that delivers real customer benefits early"
    - "Incremental delivery phases should maximize customer value per the roadmap"
    - "Always consider how to help the customer with adoption and ownership"
    - "Architecture artifacts are constantly refined as more is learned during Deliver"

  improve:
    - "Leverage any opportunity to capture a successful outcome as a customer story"
    - "Look back at every project for opportunities to improve"
    - "Keep in touch with the customer and track how the project is going"
    - "Share your learning with your team"
    - "Feed back suggested improvements to the ECAL process"