ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

SETTING THE STAGE: CHANGE MANAGEMENT, CLOUD &

THE FEDERAL GOVERNMENT

Jennifer Bindhammer, AssociateTerence Mandable, Principal

Booz Allen Hamilton

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

OBJECTIVES

• Understand the importance of holistic change management to U.S. government’s technical implementations (i.e., Cloud)

• Identify common challenges to cloud implementations within the federal government

• Understand the non-negotiable components of change management that must be implemented for cloud implementations to be successful in the federal space

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

AGENDA• Welcome & Introduction• Federal Environment

– Drivers of Change– Effect on the Federal Government

• Two Agencies Responses– Agency E– Agency S– Agency E: Agency S– Lessons Learned

• Q&A

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

FEDERAL ENVIRONMENT

• Shrinking Federal Budgets

• Administrative mandates• Increasing demands -

marketplace and customers

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

AGENCY RESPONSE

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

EFFECT ON THE FEDERAL GOVERNMENT

Current State

• Disparate technical capabilities

• Constrained roles & responsibilities

• Legacy acquisition & security methods

Future State

• Integrated, agilenetworks, systems& software

• Workforce mobility• On demand

acquisition

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

TECHNICAL AND ORGANIZATIONAL CHANGE

Assess, Develop & Design

Realign People, Systems & Processes

Integrate Networks, Systems & Processes

Acquire & Implement

Cloud Technologies

IT Modernization

INTEGRATED EFFORT

Preparing for Change

Managing Change

Reinforcing Change

Change Management

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

ENFORCEMENT AGENCY’S RESPONSE

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

AGENCY E: PREPARING FOR CHANGE

Listening Tour

Change Network

Pulse Checks

• Volunteer Network• 400+ staff• Virtual across the

agency

• Yammer• Monthly Webex• Weekly emails• Leadership

Videos

• Online surveys• Monthly

webexs• Feedback

channels

• Six U.S. locations• 244 single & group

interviews• 32 focus groups• All staff surveys

Communi-cations

ListeningTour

PulseChecks

ChangeNetwork

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

AGENCY E: TRANSITION READINESSDe

gree

of S

uppo

rt

Section 1: Behaviors to lead and manage change

Section 2: Commitment to lead and manage change

Section 3: Knowledgeof change being instituted

Awareness

Understanding

Acceptance

Adoption and Ownership

3

1

2

4

Time

53% of Staff Aware

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

AGENCY E: PREPARING FOR TRANSITION

Challenges:• Leadership engagement, commitment & accountability• Siloed organization & lack of internal communications • Staff skepticism of change success

Outcomes/Results:• IT leadership understands need to demonstrate value of

change• Early & frequent adoption support • 600% growth in Change agent network• 53% of staff aware of IT Modernization program

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

STATISTICS AGENCY’S RESPONSE

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

AGENCY S: PREPARING FOR CHANGE?

OCIOSub-Agency Leadership

Personnel

Vendors

• Strategy Development• Messaging

development• Change Team

selection

• Leadership Introduction

• One-on-one meetings

• Requirements gathering

• Vision introduction

• Data analysis

• Need-to-know Communications

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

AGENCY S: TRANSITION STALLED

Challenges:• IT Leadership believes communications = directives• Siloed organization • Significant resistance across agency and vendors

Outcomes/Results:• ‘People side’ of change not addressed• Only IT leadership understands value of planned change• Significant agency leadership resistance • Complete lack of internal communications

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

AGENCY E : AGENCY S

Agency ‘S’ Stalled

Awareness

Understanding

Acceptance

Adoption and Ownership

3

1

2

4

Degr

ee o

f Sup

port

Agency E53% of Staff

People, Change, Lifestyle

Uniformed Misconception Rejection Ineffectiveness & Inefficiency

Time

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

LESSONS LEARNED

• Change cannot be driven by only one internal organization

• Clear leadership must come from the owner of the change and the highest executive levels

• Communicate early, communicate often

• Change cannot be forced

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

CLOUD TRANSITION NON-NEGOTIABLES

• Change management must be driven from the top-down, bottom-up• Change Champions must represent the entire

organization

• Communicate early, communicate often

• Culture eats strategy for breakfast

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

QUESTIONS?

ACMP GLOBAL CONFERENCEJW MARRIOTT LIVE LOS ANGELES, CALIFORNIA, USA APRIL 14-17, 2013

Culture Eats Strategy for Breakfast