The challenge of change

The challenge of change

If there’s one constant in life, it’s change! The pace of change has increased dramatically in recent years, particularly when it comes to technology. Some people are more welcoming of change and others, more resistant. Here, in the OneCX program, we believe change needs care and consideration. We ensure stakeholders understand the why, when and how of any changes, and what it means for them and their customers, when migrating to nsw.gov.au.

The art of change management is making sure people are ready for change and are comfortable to make the changes required of them. It’s about informing and engaging teams to address any concerns, so that teams know exactly what to expect and when.

The OneCX program has a dedicated change and capability team to help agencies manage the changes that occur as part of their migration to nsw.gov.au. 
 

What are the key changes for agencies, when migrating to nsw.gov.au?

Whilst each agency’s website will have a tailored change plan, these are some of the common threads across migrations in general.

• The agency website will migrate to nsw.gov.au with content being reviewed, refined and centred around customer journeys and needs. 
• Website content may be simplified, and the navigation changed to suit user journeys and providing a better customer experience. 
• There will be new processes for editing and approving content, and some content owners will need to learn new digital tools and systems.
• For customers, they will notice a change to the look and feel of the website and changes to the location of information. However, the main change will be a better overall digital experience, including enhanced features, personalisation and translation, with content centred around their needs. 

How is change managed?

The OneCX program has developed a change blueprint. It addresses all the key areas where individuals, or agencies, are likely to be impacted by some level of change as they move to nsw.gov.au. The blueprint covers:

• Governance – developing a governance RACI (Responsible, Accountable, Consulted, Informed) framework, to guide decision making around how website content and access to the Content Management System (CMS) is governed.
• Processes – an examination of all current processes and documenting how they will change in the future.
• Roles and responsibilities – a review of current roles and responsibilities for the agency website and mapping how these might change following the migration, in line with the governance RACI.  
• Technology – understanding what technology and technical support will or will not be required during and following the migration.
• Supporting structures – Identifying any improvements to team support structures, to ensure ongoing success.

The blueprint asks agencies to consider each of these areas in detail, and where changes will impact the current way of working, the blueprint has recommended tactics for how that change can be managed. Our change team works closely with our agency partners every step of the way.
 

How does the OneCX program change and capability team help?

Some of the key tasks the team can assist with include:

• Stakeholder analysis: identifying all the stakeholders that will need to know about the migration to nsw.gov.au. 
• Communications: developing a communication plan so that everyone is informed and prepared for the migration. 
• Change impact assessment: taking an in-depth look at all current processes, such as how website content is updated, who approves content and who publishes it. We then work with the agency to identify how current processes will change once content is migrated. We develop strategies on how to prepare people for all the changes identified in the impact assessment.
• Training needs analysis: determine who will need to be trained to use the new CMS and what level of training is required. Develop a training plan so that anyone who needs to use the new CMS is ready from day one.
• Training delivery: training is delivered in a number of ways to suit different learning styles. This includes access to a comprehensive Learning Management System and face to face sessions.
• Business readiness: helping the agency to develop a business readiness plan and facilitating the implementation of the plan as required.
• Risk and resistance management: identifying any risks and surfacing any resistance to change. We work with agencies to develop strategies to mitigate risks and overcome resistance.

What you can do to prepare

In our working life, we can all recall at least one experience where the people side of change was not effectively managed. This may have resulted in teams feeling they were not considered or consulted about the changes, and their needs were not prioritised.
Reflect on how change management has been handled in the past and what can be done differently, and better. 
Here are some questions you can start to consider as you prepare for your agency’s transition to nsw.gov.au:

• Who is likely to be most impacted by the transition to nsw.gov.au?
• Who is most likely to be open to the change and can act as an advocate for the change?
• What level of training will be required and what training methods are best employed?
• What communication channels can be used to inform people about the change and who should deliver the messages?
• Are there external stakeholders that need to be informed about the change to nsw.gov.au?

Yes, change can be challenging. The OneCX program team is here to help agencies manage the change. Early consultation with your team helps ensure a smooth transition to nsw.gov.au, and better outcome for customers.

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