1. What is Change Management ?

2. Change Management & Technology Implementation Linda Willis, CPA Tax & License Manager Arlene Chemello, CPA IT Manager, Projects GFOAZ Winter Conference Prescott, AZ February 16, 2012

3. Agenda  What is Change Management?  Why is Change Management Important?  Change Management Tools  TALIS Project  Challenges  Successes  Lessons Learned

4. What is Change Management? “It must be considered that there is nothing more difficult to carry out nor more doubtful of success nor more dangerous to handle than to initiate a new order of things.” – Niccolo Machiavelli

5. What is Change Management? True or False? A Great Solution + Effective Project Management = Project Success False

6. What is Change Management?

7. “Those who believe they can do something and those who believe they can't are both right.” –Henry Ford

8. What is Change Management?  Active, Visible Leadership Buy-in  Communicate  Training

9. Why is Change Management Important?

10. Change Management Tools

11. CM Tools: Project Charter  People  Business Processes  Technology/Systems

12. CM Tools: Communication Plan

13. CM Tools: Business Process Documentation “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.” – Bill Gates

14. CM Tools: Business Process Documentation

15. CM Tools: Training Plan

16. TALIS Project  Background  Vision  Vendor

17. Challenges

18. Challenges: Changes  Priorities  Key Decisions  Scope Creep

19. Challenges: Scope Creep

22.  Council adopted Fire Inspection Fees  Steering Committee directed for new fees to be tracked in Tax Mantra  Business vs Building Oriented

23. Challenges  Team Member Issues  Limited resources  No implementation experience  Potential for “revolt”  Data Migration  Accounting (journal entries)  Reports  E-Tax

24. Successes

25.  Cohesive Team  Pre Go – Live  Consolidated/Re-designed forms  Tax Returns  Training  Check21/Scanning  Post Go-Live  Support  Quality control

26. Lessons Learned  Impact of external forces  Go-Live date selection  Ticklers

27. Final Thoughts…  Keep Sponsors involved  Partner with IT Department  Project team room  Define escalation process  Simple Change Management Techniques  Project moved to Production support  Conduct Project Retrospective

28. Conclusion

29. Contact Information Linda Willis, CPA Tax & License Manager lwillis@glendaleaz.com (623) 930-2216 Arlene Chemello, CPA IT Manager, Projects achemello@glendaleaz.com (623) 930-2908