13
GSA Office of the Chief Information Officer Strategic Change Management Developing change management capabilities to facilitate centralized technology adoption 8/21/2012
GSA Office of the Chief Information Officer
Strategic Change Management
Developing change management capabilities to facilitate centralized technology adoption
8/21/2012
GSA Office of the Chief Information Officer
Topics for Discussion
Technology Adoption Evolution– Pre- GITGO Decentralized Technology Adoption
– Modernization Centralized Technology Adoption Study
– SLAM Rapid Move to Centralized Technology Adoption
– Google Roll-out Phased Roll-out of Centralized Technology Adoption
Strategic Change Management (CM) Capabilities– From Focused to Strategic Change Management– Capability 1: Collaboration– Capability 2: Knowledge Management– Capability 3: Segmentation– Capability 4: Business Intelligence Analytics
Future Change Management Initiatives– Collaboration with Project Teams
2
Dec 2007 -
Mar 2011 -
Aug 2012 -
GSA Office of the Chief Information Officer
Decentralized Technology Adoption
3
GITGO: GSA Infrastructure Technology Global Operations
The GITGO program provided comprehensive services and support in order to centralize and consolidate GSA’s information technology infrastructure.
The focus of the program was Enterprise Process Standardization.
Pre-GITGO• IT service model focused on
local and program support with many disparate call centers
• New technology adoption primarily on a regional level
• IT service performance measurements difficult to collect and standardize across the agency
GSA Office of the Chief Information Officer
Modernization – Centralizing Technology Adoption
4
In late 2009, IT Modernization Study
was conducted to determine how to transform IT as a Business Enabler
Presented Roadmap for IT Modernization including Change Management recommendations
GSA Office of the Chief Information Officer
SLAM – Rapid Move to Centralized Technology Adoption
5
• Rapid implementation of the recommendations in the IT Modernization study
• 6 initiatives over 8-12 weeks based on user benefit and production readiness
– Office 2007– VOIP – VPN Infrastructure– CITRIX Infrastructure– WAN Upgrades– HSPD-12 Access Cards
• Accelerated technology deadlines forced change management activities to be implemented “after” technology insertion
• Reactive change management had positive effects on user behavior, but SLAM service ticket creation was high
On average from initial spike in June, SLAM tickets increased 9% over next 3 months.
Provide proactive change management for next technology implementation
GSA Office of the Chief Information Officer
Google – Phased Roll-out of Technology Adoption
6
• Change management activities started during the planning phases of product roll-out
• “Drive to the Cloud” branding
• Communications and Outreach Campaign
• “Pacer” teams, On site coordinators, and Peer Assistance Model
• Videos, online training and educational materials
• Targeted user communities for extra support
• Measured during migration, tracked effectiveness of messaging campaigns
Technology Adoption with Proactive Change Management
On average from initial spike in June, Google tickets decreased 63% over next 3 months.
Standardize change management to strategically accelerate user adoption
GSA Office of the Chief Information Officer
March On With New Technologies as Journey Continues
7
Creating a standardized change management process for bringing on new products.
Templates and guides for the following:
- Branding- Marketing- Videos- Executive Briefings- Targeted
Communications- Social Media
Strategies- Self-help Materials
Working directly with project teams to facilitate the change management life-cycle:
- Planning- Launch- Integration of Early-
Adopters- Integration of
Resisters- Acceptance
GSA Office of the Chief Information Officer
From Focused to Strategic Change Management
8
Google focused change management activities were institutionalized into strategic change management tools and techniques that can be used to centralize technology across the agency.
Knowledge Management
• Targeted user communities for extra support
• Videos, online training and educational materials
• “Drive to the Cloud” branding
• Communications and Outreach Campaign
• Pacer teams, On site coordinators, and Peer Assistance Model
• Measured during migration, tracked effectiveness of messaging campaigns
Segmentation
Collaboration
BI Analytics
GSA Office of the Chief Information Officer
Strategic Capability 1 – Collaboration
9
Collaborative communication channels have been created to increase dialog between GSA users and the IT support staff.
The Blogging feature of the IT Insider allows users to post comments and questions that will receive a response within 24 hours.
Posts are monitored by individual project teams in order to make sure posts are not only answered in a timely manner but also by the appropriate resource.
IT Insider Persona
“Better Know a Chatter Group”
AskIT
GSA Office of the Chief Information Officer
Strategic Capability 2 – Knowledge Management
IT Insider & Self-help ManagementIT Insider consolidates and centralizes self-help materials for GSA IT products and services.
Acts as the current authoritative self-help source to eliminate versioning issues.
Creates a recognizable brand and has been designed to be user friendly and pique employee interest.
Weekly IT Insider email highlights OCIO initiatives by directing users to high priority IT Insider blog posts.
10
Jan 1, 2012 – July 31, 2012
GSA Office of the Chief Information Officer
Strategic Capability 3 – Segmentation
GITGO Mailing Directory Application- Cloud based application containing helpdesk, inventory, and organization data- Ability to segment the GSA user population in order to increase relevance of messaging- Goal of this capability is to reduce agency-wide emails
Email lists Detail Reporting Ad-Hoc Reporting
11
GSA Office of the Chief Information Officer
Strategic Capability 4 – Business IntelligenceBusiness Intelligence Analytics
IT Insider Service Desk Data Future Data Sources
Cloud
12
• Targeted vs. Agency Wide Messaging
• Change Management Service Category Turnover
• Change Management Service Category Volume - Agency - By Region - By Organization
• Service Category Problem Summary Distribution
- Technical Issues vs. Questions - Aggregated Regional Issue Summary - Aggregated Customer Issue Summary - Issue Details by Category, Region, Customer
• IT Insider Utilization
• Message Campaign Effectiveness
Monthly BI Reports and KPIs
GSA Office of the Chief Information Officer
Future Change Management Initiatives
13
Collaborate with project teams to implement standardized and proactive change management programs for new product roll-outs:
- Expanding Service Support to Smart Phones - VDI (Virtual Desktop Infrastructure) - Windows 7 - 1800 F Street Move - ServiceNow - Cloud Storage - Expanding “IT Insider Live” Support Model Across Regions
