Introduction to Change Management I

Introduction to Change Management I

“Introduction to e-governance for Institutional Development”

8/8/2016 1 Compiled by Jyoti Tathe for YASHADA

The Change …

25 July 2016 Compiled by Jyoti Tathe for YASHADA 2

VIDEO

THE EAGLE


Why do We Resist Change

• Sense of loss, confusion • Mistrust and a “me” focus • Fear of letting go of that which led to success • People hold onto & value the past • High uncertainty, low stability, high emotional

stress • Perceived high levels of inconsistency • High energy — often undirected • Control becomes a major issue • Conflict increases — especially between groups


The Changed Approach


Success Stories

• Bhoomi Project ( Karnataka) : Online Delivery of Land Records

• eSeva (Andhra Pradesh): Front-end Citizen Service Delivery – One Stop Shop

• IRCTC - Indian Railways Reservation System

• Passport

and more


Some Maharashtra e-Governance Initiative


…

• Implementation of e-Governance programs bring along drastic changes in routine functioning

• Service delivery through the electronic media-

EDI, Internet and other IT based technology

• It creates impact on Environment Variables –

Social, Political, Legal and Economic

8/8/2016 Compiled by Jyoti Tathe for YASHADA 8

Impacts of e-Governance Implementation

- Procedural and Legal Changes

- Decision management

- Processes

- Report structuring

- Delegation of Powers

- Administrative set-up

- Roles and Responsibilities of the Employees

and so on …


e-Governance Implication is Complex

• Long implementation Cycle

• Lack of Clarity on Vision

• Support of Top Management

• Fear of Unknown

• Work Overload / Additional Responsibilities

• Complicated Guidelines and Reports

• Changes in Job Profile

• Fear of Loss of Power

• Past failures , etc


…

• All changes in the system may not be welcomed by the stakeholders

(govt., citizens, unions etc)

• changing the mindsets of the people

• Change management – encourages individual to make successful changes


Definition - Change Management

• It’s the methodology that integrates change and the ability to adapt into the organization

• It’s an organized, systematic application of knowledge, tools

and resources of change • Provides organizations with a key process to achieve their

basic business strategy

• Enables an organization in transition from its current state to a desired future state


Need for Change Management • Any e‐Governance project will bring in tremendous change, in

terms of processes, people, departmental structures and use of technologies

• It targets leadership within all levels of an organization including executives, senior leaders, middle managers and line supervisors

• Change management emphasizes the “people side” of change

• When change management is done well, people feel engaged in the change process and work collectively towards a common objective, realizing benefits and delivering results


When to start Change Management

• Mostly taken as a reactive measure than pro-active measure

• Should be included as part of the project plan

• During project feasibility and conceptualization

•


Managing Change with ‘ADKAR’

• diagnose employee resistance to change

• helps in transition of the change process

• action plan for personal and professional advancement

• identifies why changes are not working

• helps to address the point which is impacted

• works on both dimensions of change

- Business

- People


ADKAR Model


Pha

ses o

f a

pro

ject

Awareness Desire AbilityKnowledge Reinforcement

Post-implementation

Implementation

Concept and Design

Business need

Success

Required elements of change for employees

Organizational Dimension:

• Business need or opportunity is identified

• Project is defined (scope and objectives)

• Organizational structure is designed

• New processes and systems are developed

• Solutions are implemented


People Dimension:

• It’s the most critical success factor

• Five key goals for change from ADKAR model

1. Awareness

2. Desire

3. Knowledge

4. Ability

5. Reinforcement


© 2012 Prosci and Bill Cigliano

Prosci® ‘ADKAR’ Model

Awareness Awareness of the need to change

Desire Desire to participate and support

Knowledge Knowledge on how to change

Ability Ability to implement required skills and behaviors

Reinforcement® Reinforcement to sustain the

change


Communication in Change Management

• organizational change can not happen without communication

• It must be parallel and integrated with the change process

• Its more deeper than just a strategic planning

• It’s a two way process, focused on dialogue


Communication process

it’s a rigorous planning process which includes ..

- assessing stakeholders needs

- creating and coaching message delivery

- building feedback loops


Activity


… Some common errors in Communication Process

- no clear identification of key stakeholders

- failure to listen to stakeholders (attitudes, concerns, information needs, suggestions)

- insufficient faith in stakeholders

- concentrate on the “what” at the expense of “why”

and so on …


Why Change Initiatives Fail

• No prioritization

• Voice of customer is absent

• Employees are not involved

• Benefits at individual level are not demonstrated

• No urgency is created for change

• Continuity of team not ensured


Essential Elements of Change Management

• Stakeholder Management

• Communication Management

• Capacity Building/Training


Stakeholder Management

• all stakeholders are identified

• relationships are managed

• stakeholder gets information about process

• program needs

• benefits tracking

• their feedback received and incorporated in the process


Communication Management

• planned communication throughout the organization

• execute the plan through effective means and channels

• reaching the target audience in time

• providing just enough information

• excited about the change and effectively implement it


Capacity Building

• Training of the personnel at all levels is imperative to build capacity and sustain change in e-Governance projects

• Identifying key skills required to drive and implement the change

• Must begin at the planning stage

• Training plan for identified groups and targeted training must be conducted

• Leadership training to equip the leaders with the necessary skills to drive the change


Training

• Provide training materials

• Trainers and logistics

• Ensure the target audience are trained in the new ways of working

( including data, processes, system tools and governance)

• Just in time and just enough


Guiding Principals for Change Planning


…Change Planning

• Formulate Change Vision-

bridge between the current state and the desired future state

• Assess Environment-

legal, political, social

• Leadership Engagement-

set the tone for change

• Stakeholder Engagement –

engage and collaborate with stakeholders


…Change Planning

• Communication Strategy and Plan-

needs to be assessed by why, what, how and when?

• Capacity Building –

training personnel at all level for the skills required

• Monitoring and Evaluation-

system to measure progress of the change initiative


e-Governance Issues

• Insufficient funds

• Infrastructural issues

• Inadequate manpower

• Citizen readiness

• Data backlog

• Legal framework readiness

• Maintenance …


Key issues to be addressed …

• Redefine responsibilities and other dimensions of jobs

• Redesigning the recruitment and selection process

• Identification of competencies of technological environment

• Performance management program

• Educating employees about their new responsibilities and obligations

• Faster decision mechanisms

• Changes in department structure

• Flatter organisation

• Higher delegation of authority


Major Obstacles

• Employee or stakeholders resistance at all levels

• Lack of knowledge about project and its benefits

• The ineffective management of the people side of change

• One size doesn’t fit all when it comes to change management

It should be planned by taking organization’s culture, values and business model and project requirements.


Key Components of Successful Change Management

i. Leadership i. Focused and Coherent Strategy, Defined objectives and

implementation plans i. Buy-In from stakeholders - Consultation - Incentives - Training - Monitoring and Evaluation


Benefits of Change Management

• Projects and initiatives that are delivered on time, on budget and with the intended results

• Improved employee and stakeholder engagement

• Trust and credibility for the next change

• Reduce resistance to change

• Ability to innovate and move forward




Introduction to Change Management I

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