A handy framework forworking through the initial change planning for a technology programme

1. Implementing technology
Change Management Presentation

2. Agenda
Background – Importance of Change Management
Sample Case Studies
Issues/Obstacles facing software projects
The Pillars of Change
Change Management Framework
Your Role as a Change Champion
Conclusions

3. Where does this workshop fit within a project?
Integrated Programme and Project Management
Technology Foundation Execution
Organisation & Change Management
Define Organisation
Analyse Process Define Process Define Systems Plan Service
and Change
(As Is) (To Be) Requirements Transition
For each service
Requirements
Develop process Provide User
Design Develop
and systems and Technology Deploy systems
Applications Applications
Documentation Training
Provide
Measure Refine
Post-Implementation
Success Strategy and Vision
Support

4. Background/Importance of Change Management
So what is change management about?
• Who are the people affected by the change?
• How does the change affect them?
• Can the change be enforced on them and is this approach likely to
succeed?
• What benefits will the change for people involved?
• What benefits do we expect from this change and how can we
manage these expectations?

5. 1. Value Proposition (for all stakeholders) is critical.
2. Marketing of the service is critically important.
3. Success needs to be driven by a customer or client-centric approach.
4. Avoid “channel conflicts” by developing a comprehensive strategy to
integrate across channels (avoid confusion)
5. Building “community” loyalty needs to be addressed -- portal strategy
issue.
6. Senior management champions and enterprise-wide participation are
necessary.

6. 7. Integration with back end legacy applications must be well-managed
with appropriate resources.
8. Involvement of the end user or customer in the process of developing
the e-Service significantly enhances the chances of success.
9. Early focus on infrastructure translates to huge business advantage
later. New types of infrastructure services will provide cost and
efficiency advantages.
10.Sensitivities around advertising for government portal strategies will
need to be addressed.

7. The Pillars of Change
q Build teams.
q Manage stakeholders.
q Manage communications.
q Transfer skills.

8. Acceptance of Change - Change Path – Stages of Change

9. Change Pillars Implementation Staircase
Improvement
§ Provide post
implementation
support
Transition § Measure success
§ Refine e-government
strategy and vision
§ Develop
application
§ Provide user and
Definition technology training
§ Deploy system
§ Define process (TO
BE)
§ Define organisation
Initiation and change
requirements
§ Define system
§ Analyse requirements
process (AS IS)
§ Plan service
transition
§ Design application
§ Develop process and
system
documentation

10. Change Pillars Implementation Staircase
Stakeholders
Improvement
q Conduct improvement
stakeholder
workshops/meetings “get
feed back”
Transition
q Conduct transition
stakeholder
workshops/meetings
“involve”
Definition
q Conduct definition
stakeholder
workshops/meetings
“explain and provide
Initiation details - get
commitment”
q Define change agents and
q Identify stakeholders assign roles.
groups and issues
q Conduct initiation
stakeholder
workshops/meetings
“inform”

11. Change Pillars Implementation Staircase
Manage Communication
Improvement
q Need to develop overall
programme level actions
q Execute communication Plan
for specific service
Transition “Celebrate Success and
communicate
achievement”
q Need to develop overall
programme level actions
q Execute communication
Plan for specific service
Definition “Maintain enthusiasm”
q Need to develop overall
programme level actions
q Execute communication Plan
Initiation for specific service
”Communicate Value and
Road Map”
q Define overall communication
plan (build project level
staircase)
q Define service communication
plan (build service specific
staircase).
q Execute initiation stage
communication”Generate
Interest”

12. Change Pillars Implementation Staircase
Transfer Skill
Improvement
q Execute technology
infrastructure training
plan
Transition
q Execute technology
infrastructure training
plan
q Execute transition stage
Definition training plan
“Nominate and
develop key service
q Execute technology experts”
infrastructure training
plan
Initiation q Execute definition stage
training plan “Build
advanced/sophisticate
d Capabilities”
q Identify technology
foundation skill gaps.
q Develop technology
foundation training plan
q Identify service skill gap
q Develop Training plan
and Execute initiation
phase training “Build
Basic/Core
Skills/capabilities”

13. Change Pillars Implementation Staircase
Building Teams
Improvement
q Engage teams in project
review exercise
Transition
q Monitor team dynamics
q Establish future
implementation team
member roles
Definition
q Establish the Implementation
Teams
q Conduct implementation team
Initiation introductory workshop
q Monitor team dynamics
q Establish the Steering Committee
q Establish the Change Sponsor
q Establish the Change Champions
q Establish the Core Change Team
q Establish the project reporting
structure
q Communicate the team framework

14. Change Pillars Implementation Staircase
Change Pillars
Change Pillars
Implementation Staircase
Implementation Staircase
Improvement
q Engage teams in project review
exercise
q Conduct stakeholder
Transition workshops/meetings “get feed
back”
q Need to develop overall programme
q Monitor team dynamics
q Establish future implementation team level actions
q Execute communication Plan for
member roles
Definition q Conduct stakeholder specific service “Celebrate Success
and communicate achievement”
workshops/meetings “involve”
q Execute technology infrastructure
q Need to develop overall programme
q Establish the Implementation Teams
training plan
q Conduct implementation team level actions
q Execute communication Plan for
introductory workshop
Initiation q Monitor team dynamics specific service “Maintain
q Conduct stakeholder enthusiasm”
q Execute technology infrastructure
q workshops/meetings “explain and
Establish the Steering Committee
training plan
q provide details - get commitment”
Establish the Change Sponsor
q Execute training “Nominate and
q Define change agents and assign roles.
q Establish the Change Champions
q Need to develop overall programme develop key service experts”
q Establish the Core Change Team
q level actions
Establish the project reporting
q Execute communication Plan for specific
structure
q service”Communicate Value and
Communicate the team framework
q Road Map”
Identify stakeholders groups and
q Execute technology infrastructure
issues
Change Pillar Legend
q training plan (Gopal)
Conduct stakeholder
q Execute training “Build
workshops/meetings “inform”
qBuild Teams
q advanced/sophisticated Capabilities”
Define overall communication plan
(build project level staircase)
qManage Stakeholders
q Define service communication plan
(build service specific staircase).
qManage Communication
q Execute communication”Generate
Interest”
qTransfer Skills
q Identify technology foundation skill
gaps.
q Develop technology foundation
training plan
q Identify service skill gap
q Develop Training plan and Execute
training “Build Basic/Core
Skills/capabilities”

15. Sample Organization Chart
Steering Committee
Project Manager Change Manager
Change Champion Core Change Team
Service Team Leader Service Champion
Support Staff Support Staff
Implementation Team(s)

16. Service Champion Role
Service There will be a Service Champion for each service change. The
Champion responsibility of the Service Champion will be to monitor and
implement the four change pillars. In other words the Service
Champion will be responsible for planning and implementing
change management activities, and later transferring change
planning and implementation skills to other members of the
business area. For example, a Service Champion for the initial
services to be launched will transfer knowledge to his staff and to
other Service Champions of later services. The Service Champion
will also be responsible for allocating and monitoring resources
selected to participate in the delivery of the services.

17. Core Change Team Role
Core Change Team The Core Change Team will support the Service Champion in
the implementation of the change management activities
stemming from the four change pillars. This involves support in
preparing for change meetings or workshops, playing the role
of facilitator in meetings/workshops and the such. In addition
the Core Change Team will be responsible for facilitating
cross-functional, multi-disciplinary teams in performing tasks
and activities.

18. How do you secure Commitment to change?
Revise performance measures Build change agents
Adopt a stakeholder Recognise those quot;getting out
the daily wash
Implement early wins Use training as a reward

19. Some ideas for communication media include:
q Hotlines
q Videos or music videos
q Banners Project Plans
q Discussion databases
q Process walk-thorough or
q Management round tables
role plays
q Informal lunch sessions
q electronic Mail
q Team meetings
q Teleconferencing
q Business newsletter
q Phone-mail with daily
q weekly team newsletter
updates
Messages in paycheck
envelopes
q Personal correspondence to
team members

20. Communication Planning Aspects
Ø Audience
Ø Messages
Ø Media
Ø Schedule
Ø Frequency
Ø Responsibility
Ø Feedback Mechanisms
Ø Performance measures and targets