Hi, I’m Niall and I’d like to tell you how we trained

8,000 staff across 3,324 sq miles.

CC - Thomas Tolkien, Flickr

Head of Training@ Escalla

http://www.escalla.me/change-management

IT Change Management Lessons from training 8,000 staff across 3,324sq miles

First. Why bother with change management at all? Surely new IT systems are easy to use?

IT Change Management Lessons from training 8,000 staff across 3,324sq miles

Business case for IT change management

• Business sees the ROI from new software features

• Retention of less technical staff

• Reduction in time/productivity loss

• Staff moral and belief in the business

IT Change Management Lessons from training 8,000 staff across 3,324sq miles

Reasons employees resist change

1. Were not aware of the underlying business need for change.

2. Lay-offs were announced or feared as part of the change.

3. Uncertainty if they had the needed skills for success in the future state.

4. Comfortable with the current state

5. Employees felt they were being required to do more with less, or do more for the same pay.

Changemanagement.com – Five main reasons employees resist change

IT Change Management Lessons from training 8,000 staff across 3,324sq miles

Desk side & remote supportTraining

Psychological Reactions to Change

Awareness

Adapted from http://www.torbenrick.eu/blog/change-management/12-reasons-why-people-resist-change/

IT Change Management Lessons from training 8,000 staff across 3,324sq miles

There were some challenges

CC - VXLA, Flickr

IT Change Management Lessons from training 8,000 staff across 3,324sq miles

Introduction

Fast Facts

3 year roll out programme

Did I mention the 8,000 staff across 3,324 sq

miles?(Englands largest county)

CC - Thomas Tolkien, Flickr

IT Change Management Lessons from training 8,000 staff across 3,324sq miles

We also provided all on-site and ongoing remote support. During their upgrade to Microsoft Windows 7 & Office 2010

IT Change Management Lessons from training 8,000 staff across 3,324sq miles

We also provided all on-site and ongoing remote support. During their upgrade to Microsoft Windows 7 & Office 2010

A quick Office upgrade? This sounds simple. For any IT change project at least 50% of staff need some training. 16% need a lot.

For the whole project we ran a helpdesk answering user queries “Where has x gone and how do I do y now?”

On system change over days trainers ‘floorwalked’ visiting each user to make sure they understood their systems and how to perform their key role.

Six main strategies used for change management at North Yorkshire County Council

ContentCreation of bespoke quick reference guides (QRFs) to supplement face-to-face training.

1.

Six main strategies used for change management at North Yorkshire County Council

Bespoke E-Learning Easily accessible from their internal e-learning system.

2.

Six main strategies used for change management at North Yorkshire County Council

CommunicationsLarge scale awareness seminars as part of overall communications campaign.

3.

Six main strategies used for change management at North Yorkshire County Council

Hands-on trainingThree hour training sessions covering key aspects of the new systems.

4.

Six main strategies used for change management at North Yorkshire County Council

Floor WalkingAt desk support to ensure users have confidence in new software environment.

5.

Six main strategies used for change management at North Yorkshire County Council

Ongoing SupportWeekly ‘hints and tips’ bulletins for users based on learner feedback and business needs from our helpdesk.

6.

Six main strategies used for change management at North Yorkshire County Council

Planning Change

One size does not fit all

People pick up technology at different

rates

People pick up technology at different

rates

Need to be told about change & new features but won’t

need much help

People pick up technology at different

rates

Some hands on training needed

Need to be told about change & new features but won’t

need much help

+

People pick up technology at different

rates

Some hands on training needed

Need to be told about change & new features but won’t

need much help

+Significant help & support needed to make the change

+

So make sure you tailor your change programme accordingly. Otherwise some will be very bored and others overwhelmed!

IT Change Management Lessons from training 8,000 staff across 3,324sq miles

Other important things to consider…

Your change over team Evaluation & Feedback methods Thinking outside the box

Get our full case study here:http://bit.ly/change-managment

IT Change Management Lessons from training 8,000 staff across 3,324sq miles

Get our full case study here:

http://bit.ly/change-managment [PDF]