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How we trained 8,000 people in Englands largest county (North Yorkshire County Council) over three years and made is successful.
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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]
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