1
Meet Your Fellow Change Agents!
Find your name tag, sit in your designated area and introduce yourself to your groups.
Name
Agency
Job
How long you’ve been with state government? With your
agency?
What do you currently know about the SHARE upgrade?
SHARE Upgrade
Change Agent Network Kick-Off
March 29, 2016
Kick-Off Agenda
3
Welcome & Introductions
Change Agent Network Overview
SHARE Upgrade Overview
Activity: Identify Communications Vehicles
Get SMART: Change Management 101
Next Steps & Questions
Welcome & Introductions
4
5
Meet the SHARE Upgrade Change Management Team
Mayra Marquez
Change
Management Lead
Bess Milner
Communications
Rebecca Linville
Organizational
Alignment & Culture
Erica Foster
Change Readiness
& Training
Welcome to the SMART Network!
6
SMART Sponsor
SMART Lead
SMART Professionals
SHARE
Modernization
Agency
Readiness &
Training
What do you currently know about the
SHARE upgrade?
7
Share with Your Fellow SMART Network
SMARTnet
SMART Network Overview
What is the SMART Network?
9
Purpose
Objectives
Facilitate communications and increase collaboration between agencies and
SHARE upgrade project team
Support agencies during the SHARE upgrade as they meet project objectives
Gather feedback regarding the SHARE upgrade and increase awareness about the
changes occurring in the state
Measure the readiness of New Mexico employees to use the upgraded SHARE
system
The SHARE Modernization Agency Readiness and Training Network or
SMARTnet is a network of State of New Mexico employees (across agencies and
levels) selected to learn about changes related to the SHARE upgrade and foster a
community to support the changes.
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SMARTnet Guiding Principles
Show Initiative: Facilitate a smooth and successful transition for end users
Open Communication: Establish a two-way dialogue with employees to build commitment
Demonstrate Responsiveness: Address questions and issues effectively
Advocate: Be an advocate for change
Who is in SMARTnet?
11
SMART teams across
agencies and
organizations collectively
make up the SMARTnet.
Agency A:
• 1 Sponsor
• 1 Pro
Agency B:
• 2 Sponsors
• 2 Leads
• 3 Pros
Agency C:
• 2 Sponsors
• 2 Pros
Agency D:
• 1 Sponsor
• 1 Pro
Agency E:
• 1 Sponsor
• 1 Lead
• 1 Pro
SMARTnet Roles and Responsibilities
12
Role Responsibilities
SMART
Sponsor(Usually CS or Similar)
SMART
Lead
SMART
Professional(SMARTpro)
• Maintain accountability for executing agency-specific tasks in support of SHARE
upgrade
• Participate in the SHARE upgrade Culture Survey
• Participate in monthly SMARTnet meetings
• Attend quarterly all-hands meetings
• Manage, guide, coordinate, and direct team of resources (SMARTpros) to complete
SHARE activities at appropriate times
• Participate in the SHARE upgrade Culture Survey
• Serve as an “advocate” for SHARE and be a positive influence on staff
• Coordinate SHARE Project events within the agency
• Participate in monthly SMARTnet webinars
• Attend quarterly all-hands meetings
• Participate in the SHARE upgrade Culture Survey
• Distribute communications and promotional materials throughout the agency
• Assess readiness of end-users for SHARE Project
• Support change management (preparing staff) and go-live activities
• Receive, use, and follow-up on stakeholder feedback
• Identify and escalate potential implementation challenges (readiness issues/concerns)
• Anticipate and overcome resistance to change
Note: The structure of the SMART team will not necessarily reflect your agency organizational chart.
For example, a SMART Lead may not manage a SMART Professional in day-to-day jobs.
SMARTnet and Other SHARE Upgrade Roles
SMARTnet Training LiaisonsSubject Matter
Experts
- Communication
- Readiness
- Training Logistics
- Training Coordination
- Input for how SHARE
will work
- Business Processes
You are here
You will be viewed as a leader in your agency
You will be among the first to be aware of changes that are
occurring as part of the SHARE upgrade
You will contribute to the success of the SHARE upgrade,
thus helping to carry out the state’s vision and objectives
You will have an opportunity to develop your communication
and leadership skills
It will be a lot of fun!
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What are the benefits of being in SMARTnet?
How can SMARTnet make a positive impact?
15
Your Role Your Impact
PeopleEmpower your agency and
colleagues by contributing to the
SMARTnet
ProcessesDevelop processes that position your
agency to effectively work in the
upgraded SHARE
Capabilities
Position the state and your
agency for success
Technology
Help your agency understand
changes in SHARE’s functionality
through communication
SMARTnet Interactions
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One of your most important roles as a part of SMARTnet is a communicator. You help
the SHARE team understand employee feedback / questions and deliver messages to
address them.
SHARE Team State EmployeesSMARTnet
Communicate
key messages
Share relevant
feedback/
questions
Ask questions
and express
feedback
Tailor and
communicate key
messages
What is the SHARE Upgrade Culture Survey?
The SHARE upgrade team is assessing how SHARE integrates into our agencies across the state. To
help us identify the strengths in our organizational culture and the opportunities for improvement, we
will be distributing the SHARE Upgrade Culture Survey on April 4th.
Responses to this survey are confidential
The survey will be open for two weeks (4/4 – 4/15)
The survey will take approximately 20 minutes to complete
Participants are sampled agency-wide, but all SMARTnet will be included in the sample
17
SHARE Upgrade Culture Survey
What do we need from you?
It’s important that SMARTnet provide input into the survey. Your
perspective is instrumental to the survey results.
SMART
What is the Time Commitment?
18
SMARTnet time commitment depends on your role, your agency, and the phase of
the project, but generally will be around 5-12 hours per month. This time is broken
up as follows (approximations):
For SMART Leads…
Approx. 1-2 hours per month meeting with SMARTnet and SHARE team
Approx. 4 hours per month communicating with and managing SMARTpros
For SMARTpros…
Approx. 1 hour per month meeting with SMARTpros and SHARE team
Approx. 9 hours per month SMARTpro activities – examples include:
Communicating when job aids are available
Providing SHARE updates in staff meetings
Answering employee questions
The SHARE upgrade will take approximately 18-24 months
SMARTnet Activities
19
Details for SMARTnet activities are described below.
SMART Activity DescriptionTools
ProvidedApprox. Timing* Frequency
SMART Leads
Monthly SMART Leads
Meeting
Discuss project activities
Discuss SMART team feedback received
Discuss upcoming communications
Practices for information sharing, what’s working and what could be
improved, note change risks
Get SMART about change
Meetings
plannedBeginning 3/29 Monthly
Staff meeting updates Provide update on current project activities and current upcoming events
Answer questions of end-users
Project
update
content
ASAP after
kickoffAs needed
Host Q&A sessions /
Office hours
Host Q&A sessions in location for Leaders / Employees to ask questions
about the SHARE upgrade
Hold certain hours of the week to be available for people to contact you
with questions
FAQsBeginning in
April
Monthly / As
needed
Pre Go-Live Discussion Host information session to provide overview of what is changingOverview
material2017
1 or 2 times
before go-live
SMARTpros
Monthly SMARTpro
Webinars
Discuss project milestones
Summary of Leads Meeting
Discuss upcoming SMARTpro communications and activities
Meetings
plannedBeginning 4/28 Monthly
Awareness and
Engagement Email
Communications
Informal communications from the network following large project
milestones to drive awareness. Templates
Milestone
drivenAs needed
All
Quarterly All-Hands
Meetings
Same content as monthly meetings, both Leads and Members attend in-
person
Meetings
plannedBeginning 6/28 Quarterly
SHARE Culture Survey Provide input into the SHARE upgrade Culture Survey Survey 4/4 Once
Ad hoc Q&A Be available to answer questions as they come up
Funnel questions to the SHARE team if answers unknownFAQs As needed As needed
*Timing of change agent activities are suggested but will be tailored to agency
SMART Meetings
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The SMARTnet will have different meetings at different points in time, the schedule will
look like:
Monthly
Lead
Meetings
SMART
Kick-Off
Monthly
Pro
Webinar
Monthly
Lead
Meetings
Monthly
Lead
Meetings
Monthly
Pro
Webinar
Monthly
Pro
Webinar
Quarterly All-
Hands
Meeting
March April May June July August
Monthly
Lead
Meetings
Monthly
Pro
Webinar
SMARTnet Meeting / Webinar Schedule & Topics
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Schedule and topics for monthly SMART meetings are outlined below and will be
adapted for both SMART Leads and Pro sessions.
Date SMART Meeting Topic Logistics
03/2016
Introduction to SMART
SMART Network Roles and Responsibilities
The Importance of Feedback in the SMART Network
SHARE Upgrade Culture Survey
SHARE Upgrade Overview
Activity: Communication Plan Input – Identifying Communication Vehicles
Get SMART: Change Management 101
Location TBD
04/2016
Project Update
Feedback Session
Change Management Plan Input & Culture Update
Activity: Change Management Plan Input – Identifying SHARE Usage
Get SMART: Overview of PeopleSoft 9.2 Features
Activity: Change Management Plan Input – Identifying Training Needs
Location TBD
05/2016
Project Update
Feedback Session
Culture Survey Discussion
Communications Plan Update
Get SMART: Change Readiness 101
Activity: Change Management Plan Input – Identifying Agency Change Readiness
Discussion of effectiveness of the change agent network
Recommendations for continuous improvement
Location TBD
*Schedule and topics of SMART meetings are subject to change based on project needs
SHARE Upgrade Overview
SHARE Upgrade Team Approach
23
The project team is divided into three workstreams, each of which plays an integral role in
the success of the SHARE upgrade.
Functional
Team
Gather requirements and define system specifications for the upgrade
Role in the SHARE UpgradeTeam
Technical
Team
Configure and build system to execute specific requirements identified by
the functional team
All workstreams incorporate input from stakeholders and SMEs
from agencies statewide.
OCM
Team
Addresses the people element of change during the SHARE Upgrade
through the change agent network, culture, communications, and training
Pre-Upgrade Milestones
We have made significant progress over the past two years:
Up
gra
de
Da
tab
as
e
Up
gra
de
Co
mp
on
en
t
Up
gra
de
Ap
pli
ca
tio
n Upgrade Oracle from 10g to 11g in 2014, a fully supported
version offering improved features/ease of maintenance.
Upgraded to PeopleTools 8.52, a fundamental building block
of SHARE, which includes:
• a comprehensive runtime environment
• development platform
• standards-based integration, admin features
Upgrade SHARE from HCM version 8.9 and FSCM version
8.8 to the current release of 9.2, including:
• Personnel management
• Payroll
• Benefits
• General accounting
Train users to use the new version
Increase standardization among agencies
Provides features to manage the system
Helps reduce required system downtime
Builds on the 11g Oracle upgrade to prepare
for work to complete the 9.2 upgrade
Completes required step for SHARE upgrade
Drives business process standardization
Reduce system customizations
Deploy enhanced functionality
Ease of future maintenance
Adopt standard industry practices
How has this helped us towards our goals?
How has this helped us towards our goals?
How will this help us towards our goals?
Builds out the underlying technical architecture
that enables the SHARE upgrade
Improved internal processes for testing and
planning
Oracle 11g Upgrade – Completed July 2014
PeopleTools 8.52 – Completed April 2015
HCM and FSCM Upgrade – Started Jan 2016
• Purchasing
• Payments
• Vendor Management
• Cash management
• Improved user
interface
24
CASH Remediation I & II– To be completed April 2016
CA
SH
Re
m. Redesigned banking structure and reconfigured Accounts
Receivable and Treasury modules
Implemented automated financial solutions and best
practices
Standardized critical cash management processes and
policies across state agencies
Supported achievement of first Book to Bank
reconciliation since SHARE implementation
Improves business processes and reporting
to better account for state funds
Provides insight for large scale system
changes across agencies
How will this help us towards our goals?
25
The SHARE upgrade project encompasses the key activities below:
SHARE Upgrade: What to Expect
High Level Activities for the SHARE Team
The upgrade team provides targeted and relevant communications to keep
the agencies informed.
The upgrade team engages key stakeholders throughout the upgrade.
The upgrade team trains end users on the upgraded system.
The upgrade team identifies and implements standardized and/or new
functionality to best serve needs of agencies statewide.
The upgrade is expected to be completed in 18-24 months.
26
Updates to the HCM and FIN applications, such as the examples below, will streamline
job functions, introduce efficiencies, and allow agencies to focus on their mission.
Functional Updates for the SHARE Upgrade
Updated user interface, new features for
managing work queues and how time is
charged
A more intuitive, easier to use application that
saves time for employee/department setup and
reduces payroll errors
Workflow enabled messaging such as
automatic reminders for recurring tasks and
open items (e.g., time approvals)
System reminders that lead to more accurate
and timely employee management and
reporting
Increased user access to view and update
personal information through self-service (e.g.,
contact info, benefits, etc.)
Empowerment of individual employees to
access and update their own work-related
information, saving time for HR personnel
HCM Suite
Financials
Suite
Updated user interface, new features for
managing open items/work queues
A more intuitive, easier to use application.
Decreased need for reports & queries.
More integrated processes (e.g., changes on
PO automatically reflected on Requisition)
Fewer transactions in error. Ability to operate
with increased accuracy and common
accounting and reporting processes
Workflow enabled messaging such as
automatic reminders and tracking of approvals.
System reminders that lead to more accurate
and timely financial accounting and reporting
Upgraded Functionality Expected Benefits
Activity:
Identify Communication Vehicles
Activity: Identify Communication Vehicles
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INSTRUCTIONS: As a group, list the types of communication you use in your agencies
today and the types of communications you see outside of your agency. We will ask each
group to share their results.
What communication
vehicles do your agencies
use now?
What other communication
vehicles exist outside of your
agency?
Group Activity
10 Minutes
ABC Monthly Meetings
XYZ Newsletters
Videos
Podcasts
Blogs
Activity: Identify Communication Vehicles
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INSTRUCTIONS: As a group,
1) Place a green post it note next to communication vehicles that would work well to
communicate within your agency about the SHARE upgrade
2) Write why this communication method would work well on the post-it
What communication
vehicles do your agencies
use now?
Group Activity
7 Minutes
ABC Monthly Meetings
XYZ Newsletters
Videos
Podcasts
Blogs
What other communication
vehicles exist outside of your
agency?
Activity: Identify Communication Vehicles
30
INSTRUCTIONS: As a group,
1) Place a red post it note next to communication vehicles that would not work well to
communicate within your agency about the SHARE upgrade
2) Write why this communication method would not work well on the post-it
What communication
vehicles do your agencies
use now?
Group Activity
7 Minutes
ABC Monthly Meetings
XYZ Newsletters
Videos
Podcasts
Blogs
What other communication
vehicles exist outside of your
agency?
Get SMART:
Change Management 101
When changes are happening around us, we know that there are certain activities we can
and should complete to help support the change efforts. But… What exactly is change
management and who should be involved?
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What is Change Management?
Effective Change Management facilitates people’s movement from a current state to a future state minimizing pain points in the organization and maximizing results.
Change Management consists of processes, tools, and techniques which empower employees to embrace changes within their organization.
All State of New Mexico employees can contribute to change management efforts regardless of their role.
Training Plans and
Curriculum
DevelopmentTraining curriculum design
and development assist in
teaching new skills,
processes and technology
When do you need Change Management?
Process To support the new
business processes that
accompany large-scale
organizational
transformations
Communication Plans
and Execution Communication plans help
share the new leadership,
technology, and process
changes associated with a
business transformation
Technology
To support the changing
requirements associated with
large technology adoptions such
as a large system implementation
Change Agent Network Change agents need to be
molded and informed of
desired behaviors to help
prepare staff for their role(s)
when large scale
transformations occur
Change Facilitators
People
To support the changing
roles, responsibilities or skills
needed to enable employees
to use the new features of
processes associated with
the upgrade
Alignment
Organizational alignment
is one of the first project
activities to happen,
ensuring leadership has
the same project vision
and goals
Acceptance of the
SHARE Upgrade
Awareness of the
SHARE Upgrade
Understanding of
the SHARE
Upgrade
Commitment to the
SHARE Upgrade
SMARTnet’s role in Change Management
Acceptance of the
SHARE Upgrade
Awareness of the
SHARE Upgrade
Understanding of
the SHARE
Upgrade
Commitment to the
SHARE Upgrade Everyone adapts to change, but
some people adapt more quickly,
and that’s okay
The SMART Network helps
state employees adapt to
change by providing the tools
needed to move along the
path
Change Management’s goal is to help employees adapt to change along their
journey through a transition
Next Steps
Talk to at least five people in your agency and ask:
1. What benefits do users expect to get from the SHARE upgrade?
2. What challenges are users currently experiencing with SHARE in your
agencies?
Find out what distribution lists exist (HCM users, FIN users, etc.) for your agency and
what the process is to access and send out future communications
Based on roles and responsibilities you heard today,
coordinate with the rest of your SMART team to
identify your agency’s best point of contact
for the SMARTnet
SMART Homework
Send your results to [email protected] by Thursday, April 14th
SMARTnet
Next Steps
37
SHARE Upgrade Culture Survey 4/4/16
SMART Homework Due 4/14/16
Next SMART Meeting End of April
Next SMART Webinar End of April
Questions?
For more questions visit the SHARE Website: share.state.nm.us
SMART Resources
Meetings
In person kick-off, March 2016
Monthly SMART meetings
Monthly SMARTpro webinars
Communication materials will be produced throughout the periods in
between each monthly update to inform staff and keep the network engaged
SHARE Website: share.state.nm.us
SMARTkit (on the SHARE website, coming soon!)
SMARTnet contact list
Email templates for key messages and communication (as needed)
Project status and project update content
Materials from SMARTnet kick-off
SMART Network
Peer-to-peer communication among the network
Monthly feedback from SMARTnet will be used to modify the training strategy, send out additional
communications and to create agendas for future meetings.
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SMARTpro Communication Methods
You… …need to get more involved
if…
… are doing OK if… … are being an excellent
Agent of change if…
Communicate• the upgrade and timeline for
change
• that change is not optional
• why you are championing the
upgrade
• what the upgrade means to
your process area
• you cannot explain the
upgrade or benefits to your
team
• you have not talked about the
upgrade with your team in the
past month
• you have reviewed key
information with your team
within the last two weeks
• you and your team can
articulate the upgrade and
benefits
• you volunteer to present an
upgrade update at key
meetings
• you reach out to other leads to
make sure you are aligned
• you check-in with your team
regularly (once per week or
more) to make sure there are
no open questions
Do• help set priorities for upgrade
activities
• consistently participate in
meetings to stay current on
upgrade status
• show support and “walk the
talk”
• you do not know what needs to
be done to support the change
• you only talk about the
upgrade when someone asks
you a question
• you monitor upgrade progress,
remove barriers and provide
regular updates to your team
on priorities and resource
requirements
• you actively provide support to
your group ensuring that
resource needs are met and
progress is being made
• there is no doubt in your mind
that your team is committed to
the change
• you proactively allocate
resources, remove barriers,
provide feedback and
recommendations to the
SHARE upgrade team
• you others ask you for advice
on what you are doing
Reinforce• recognize and acknowledge
the contributions of others
• coach your team members and
hold them accountable for
sustaining the change after
rollout
• your team members are not
clear on what they are
accountable for or what to
expect for the next 30-90 days
• you have not (or do not
regularly) recognized members
of your team for
participation/involvement
• your team members know
what they are accountable for
and what to expect for the next
30-90 days
• you regularly recognize
members of your team for their
contributions
• you regularly provide timely
recognition for contributions
• you have helped team
members align their
performance goals with the
goals of the upgrade
SMARTpro Effectiveness Evaluation Guide
This guide can be used to help the SMARTpros evaluate their effectiveness at carrying
out their role.
FAQs
42
Q: What does SMART stand for?
A: SHARE Agency Readiness and Training
Q: What is the SMART Network?
A: SMART is a network of agency employees outside of the project team who foster
targeted communications to employees and help integrate the SHARE upgrade with the
state agencies to strengthen ownership.
Q: What is my role as a SMART Professional?
A: As a SMARTpro, you will serve as a liaison between your agency and the project team
by listening, communicating, and supporting the SHARE upgrade.
Q: How often will we have SMARTnet meetings?
A: Monthly – you will receive calendar invitations for the upcoming meetings.
Q: As a SMARTpro, am I representative of my agency or of the SHARE project
team?
A: Both – as a SMARTpro you facilitate two-way communication between the project
team and your agency. You are responsible for providing feedback from your agency,
and for communicating project messages to your agency.
FAQs (con’t)
43
Q: How will I know what information to communicate to my agency?
A: The SHARE upgrade team will share all necessary information with you through
monthly SMART meetings and targeted communications.
Q: What is the time commitment for a SMARTpro?
A: SMARTpros time commitment depends on your agency and the phase of the project,
but generally will be around 10-12 hours per month.
Q: How do I share feedback that I have collected from my agency?
A: You can share feedback through the monthly SMART meetings or through our SHARE
website.
Q: Where do I go for more questions related to the SHARE upgrade and SMART?
A: More information can be found at share.state.nm.us. Additionally, email
[email protected] with questions.