Changing the Way People Use Technology. City Clerks Association of California Records and Information Management Presentation April 22, 2015

Transcription

1 Changing the Way People Use Technology City Clerks Association of California Records and Information Management Presentation April 22, 2015

2 Session Objectives Learning the phases of Change Management Understanding technology options and changing processes 2 Understanding the major challenges associated with change Identifying factors of successful change

3 Background We are all agents of change Not everyone wants to be compliant or use new technology fear, discomfort RIM elements or technology poorly designed makes for extra work Expectations of City Management 3

4 If no one is following, you are not a leader. Change has to be driven not given. 4 CHANGE MANAGEMENT

5 Change Management is an approach to transitioning individuals, teams, and organizations to a desired future state. 5

6 Five Step Process 1. Recognize that technology will change the way people work 2. Acknowledge those who are involved and who is impacted 3. Develop the plan/adjustments for process adjustments 4. Train and communicate with employees on the necessary steps 5. Win employee buy-in with support and persuasion 6

7 People Process 7 Tools

8 Criteria of Successful Change Answering What s in it for me? Answering Why does the organization need to do this? Communicating regularly, and allowing feedback Providing effective education/training Countering resistance when it arises 8

9 Write Your Answers 1. What problems are you trying to solve? 9 2. What problems do other departments keep telling you about?

10 It s about winning people s heads and hearts to drive the business case for a transformation. 10

11 Phase 1 Preparing for change Phase 2 Managing change Phase 3 Reinforcing change Define your goal(s) Identify your target audience Determine their level of change impact Create your strategy for before and after the change Understand your audiences WIIFM Confirm your sponsors Define your success metrics Develop your plan: communication, training, stakeholder engagement, measuring success Implement plan Ensure sponsors are continually engaged LISTEN! Measure efforts and results Implement your afterlaunch support plan to include: Collect and analyze feedback and metrics Diagnose gaps and manage any resistance Develop gap plans Continue to engage sponsors RECOGNIZE and REWARD desired behavior! 11 Phases of Change Management

12 Prepare impacted audiences KEY TO SUCCESS: CHANGE IS EMBEDDED IN LEADERSHIP 12 Engage stakeholders Listen to the voice of the customer

13 Creating the Vision When the new technology is operating, how will things be better? Why is the technology needed? What specific records or information problem(s) will it solve? How does it address the problem(s)? Try to paint a picture 13

14 Today s Information World Silos of Information Filing by Department Business Group 1 Business Group 2 Business Group 3 Department 1 Department 2 Department 3 Business Group 4 Employee Employee Employee Employee Employee Employee Employee Department Department Department Shared Folders Content Archive System

15 Creating the Plan What steps will take the organization from today to tomorrow? Map out the steps For each step identify Scope Resources (people, $$) Timeframe 15

16 Getting Executive Buy-In Don t bring them a problem; bring a solution What Good looks like: the vision How to get there: the plan Align with organization goals Value proposition What you need The Ask 16 16

17 Creating a Value Proposition Which benefit(s) will get attention? Reduced litigation exposure Lowered costs (information storage, maintenance) Better transparency (for citizens, employees) Easier collaboration Ability to make faster business decisions 17

18 Avoiding a Catastrophic Event 18 Has this already happened to you?

19 Making Change Happen Planning for new technology Communicating Marketing Education/Training Sustainment 19

20 What technology choices do I have? 20

21 What Are My Choices? ECM? DMS? 21 RMS? sharepoint

22 Where To Use Technology User Control 1 Creation Organization Control 5 Archiving 2 Distribution 22 4 Disposition 3 Use

23 Redesigning Processes 23

24 Redesigning Processes New technology provides an opportunity to look at how work is done: Are all of the current steps necessary? How can something be done smarter? Will the system provide a simpler approach? What needs are not being met now? 24

25 Redesigning Processes Understand how it s done today Work with those who do it Map it out (the as is ) Identify pain points Brainstorm new ways to do it Identify ways that technology can help Use to develop the should be 25

26 When Processes Change Change procedures Redefine roles and expectations Socialize new processes for understanding Emphasize benefits Train to the new procedure 26

27 Implementing new technology without rules (governance) is like giving a car to a teenager and sending them out on the road. 27

28 Designing the New System File plan/folder structure Governance on working documents Retention for working and final documents Deciding about s (in or out) Deciding about drafts System integration(s) connecting to other systems 28

29 Define the Governance Policy Procedures, Standards Ownership (of rules, information) Access Duplicates and drafts Training Updates 29

30 Change Management Tools to Help People Process End-User Tools Infrastructure Tools Clearly defines the people impacted by the change, how they are impacted and why it s important What requirements have changed What processes will need to change How this will be laid out If technology is being added, what the end users will need to learn How this tool will make it easier for them and/or better for the company Why this is being added How IT will support the new tools, thru changes to IT infra-structure 30

31 Communication! 31

32 Communication - Key Messages Simple Concise Value driven Repeatable Limit to 4 to 6 Used by the entire team 32

33 Communication Plan Defines who, what, when and how Direct vs. Indirect Amount of information Layer the information Language: Don t use technical lingo Routine communication is critical Small bite-sized amounts What do you want them to know? 33

34 Communication Plan 1. Method by which information will be provided static, pushed, etc. 2. Who is responsible 3. Who the audience is 4. How communication will be tailored for each audience 5. Frequency of messaging (this is critical, especially for lengthy initiatives) 34

35 35

36 Communication: Rule of 3 Tell them what s happening and that new work is coming their way Tell them how the new work will affect them Tell them when it is schedule and what they need to know to be ready 36 Don t surprise people!

37 Communication Delivery Options Memos Posters Video boards Newsletters Intranet announcement Graphs / Dashboards Town Hall meetings Department meetings Postcards 37

38 EXERCISE 1. List 2 to 4 key messages for implementing a new system or replacing an old one. 2. Who will your audience be? 3. How will you let them know? 38

39 Training and Education Plan Sets baseline of understanding Uses the language of the organization Different training for different levels Educates about: Why this must be done Value for the organization Consequences and results WIIFM 39

40 Does implementing technology go smoothly all the time? 40

41 Project Challenges We ve always done it this way Personalizing (information, processes) Not taking the time to plan Missing or inadequate governance Not having the right people on the bus Not understanding the business processes considering the impact Failing to keep sponsors engaged 41

42 Project Challenges, continued Trying to force timelines for implementation Underestimating how much change management will be needed Making a new system follow old rules Not re-designing processes to gain the benefits of technology Migrating ALL old data to new system 42

43 Conflict Resolution: Employees Not everyone will be happy about the change Explaining the why really helps Consider how to divide work into bitesized efforts Be prepared to draw a bottom line 43

44 Conflict Resolution: Managers Explain that the organization has invested money in this project Emphasize benefits (public, organizational) Be sure that expectations are clear for what their staff needs to do and the time required Personal goals add in for compliance Have an escalation process involve sponsors 44

45 Conflict Resolution: Be Careful!! Don t personalize issues or take comments personally Stay the course Don t make up new answers because they don t like the old ones Be committed Ask how you can help them get it done 45

46 Take Aways Define your ideal state Describe realistic improvements and initiatives that will help reach it Understand your technology options Write out new processes Develop a plan for the implementing change 46

47 WOW! You Made It! 47

48 Thank You! Helen Streck President/CEO Website: 48