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

1. CC - Thomas Tolkien, Flickr
Head of Training
@ Escalla
Hi, I’m Niall and I’d like to tell you how we trained
8,000 staff across 3,324 sq miles.
http://www.escalla.me/change-management

2. 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

3. 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

4. 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

5. Psychological Reactions to Change
Training Desk side & remote support
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

6. IT Change Management Lessons from training 8,000 staff across 3,C3C2 -4VsXqLA m, Fliilceksr

7. Introduction
Fast Facts
IT Change Management Lessons from training 8,000 staff across 3,324sq miles

8. CC - Thomas Tolkien, Flickr
Did I mention the 8,000 staff across 3,324 sq
miles?
(Englands largest county)

9. 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

10. On system change over days trainers ‘floorwalked’
visiting each user to make sure they understood
their systems and how to perform their key role.
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?”
IT Change Management Lessons from training 8,000 staff across 3,324sq miles

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

12. Six main strategies used for change management at
North Yorkshire County Council
Content
Creation of bespoke quick reference
guides (QRFs) to supplement face-to-
face training.
1.

13. Six main strategies used for change management at
North Yorkshire County Council
Bespoke E-Learning
Easily accessible from their internal
e-learning system.
2.

14. Six main strategies used for change management at
North Yorkshire County Council
Communications
Large scale awareness seminars as
part of overall communications
campaign.
3.

15. Six main strategies used for change management at
North Yorkshire County Council
Hands-on training
Three hour training sessions
covering key aspects of the new
systems.
4.

16. Six main strategies used for change management at
North Yorkshire County Council
Floor Walking
At desk support to ensure users
have confidence in new software
environment.
5.

17. Six main strategies used for change management at
North Yorkshire County Council
Ongoing Support
Weekly ‘hints and tips’ bulletins for
users based on learner feedback and
business needs from our helpdesk.
6.

18. Planning Change

19. One size does not fit all

20. People pick up technology
at different rates

21. People pick up technology
at different rates
Need to be told about
change & new features
but won’t need much
help

22. 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
+

23. 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
+

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

25. 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

26. Get our full case study
here:
http://bit.ly/change-managment [PDF]
IT Change Management Lessons from training 8,000 staff across 3,324sq miles