Resistance to change is a powerful human habit that can severely inhibit the adoption of new technologies and processes. In fact, federal agencies are running headlong into this challenge in their scramble to meet the 2022 deadline for submitting records in electronic format to the U.S. National Archives & Records Administration (NARA).
For example, the Department of Homeland security cites “culture change management” as one of their key challenges in meeting the 2022 deadline for submitting records and electronic format to EU S National Archives and records administration (NARA). The Department of Labor notes, “There will be challenges in meeting this goal, such as, staff opposition to changing processes, roles and responsibilities … and [resistance] to moving away from paper-based processes.” The Department of Defense puts it plainly: “End-users are often reluctant to stop using legacy.”
So how can organizations facilitate a successful transition to electronic records management and get users to stop using legacy systems and instead adopt new approaches? Change management.
In other words, it’s critical to manage the change instead carefully and strategically of letting it unfold in an ad hoc or haphazard manner. Here are five ways to implement a smarter change management process.
1: Keep it Simple, Silly
Complexity is the enemy of change. Thus, the KISS principle (Keep It Simple, Silly) – or making the change as easy and straightforward as possible – is key. Whether that means breaking down changes in easily digestible steps, providing additional training/support, or re-thinking the change strategy altogether, the key is to make the change as straightforward for workers to adopt as possible.
2: Give End-Users the Clarity, Training, and Tools They Need to Be Successful
Don’t ask the impossible of end-users. The NARA deadline is a good example. It represents an ambitious timeline, especially in the face of a years-long pandemic. Agencies then end up passing impossible deadlines and tasks onto end-users, asking them to adopt new processes before they’ve been adequately trained, prepared, or equipped for them. This is a set-up-to-fail scenario. Equip end-users with everything they need to make those changes, including training, tools, and absolute clarity around what they need to be doing that’s new.
3: Remove Employees From the Process
Employees don’t have to accept changes they don’t make. So, one way to ease the change management process is to remove end-users from the process where possible. This is one of the advantages of switching to digital technologies; advances in areas like automation and machine learning often mean employees don’t have to perform all of the tasks that they did under an analog paradigm. Try to make maximum use of automated features and streamlined workflows. For more information, read our spotlight on automation article.
4: Leaders Must Lead
According to the Boston Consulting Group (BCG), a lack of leadership is one of the reigning causes of transformation failure. Specifically, a 2016 study found that “lack of commitment by senior management” was the single biggest factor when digital transformations failed. Active leadership is required for effective change, which should always be managed from the top-down.
5: Solicit Employee Input Where Feasible
The BCG also found that when employees actively participate in planning changes, the initiatives can be three times as effective – and the planning itself 10 times as effective – when compared to change initiatives planned exclusively by leaders. So, don’t just dictate to employees. Instead, involve and engage them directly in the change process.
6: Get Help
Agencies don’t have to handle all of this on their own! In fact, digital change management is often an area that falls outside of the agencies’ core expertise. Instead, get help setting up a smart strategy for managing the conversion to electronic records management and helping end-users get on board with new technologies, policies, and processes.
About PSL
PSL is a global outsource provider whose mission is to provide solutions that facilitate the movement of business-critical information between and among government agencies, business enterprises, and their partners. For more information, please visit or email info@penielsolutions.com.