With the change of government structure in NSW resulting in the creation of mega Departments an existing client became responsible for multiple entities, many with no experience in using with an EDRMS. The Department’s management of the Ministerial process was facilitated through the EDRMS so it was important this key process continued running smoothly. The fact that the total number of Ministers being supported by the Department increased from one to seven in the restructure (without a proportional increase in the executive unit) made it critical to have all relevant staff completing their part of the process effectively.
This brought with it the challenge of multiple methods of handling Minister’s correspondence. A single process was necessary to run efficiently as a single Department.
Working closely with the Department’s stakeholders we streamlined the existing process, adding elements that would meet with greater acceptance by all staff. The focus was on the End User. From there we crafted simple training on a fairly complex process that incorporated messages for the required major behavioral change, along with learning the new software skills. Clear definitions and explanations were extremely important, as well as determining the easiest methods of using the various functions of the EDRMS.
The final Ministerial response training course was broken into short topics relevant to the roles that participate in the process. This made it easy for staff to refer back to a 3-5 minute session on just the task they had to undertake when they needed to refresh.
It was realised that due to the significant impact of this change for many staff, and the necessity for the new process to run smoothly from day one, online training alone would not provide a sufficient platform for support. Key change agents were identified throughout the Department and invited to attend classroom training sessions. The program’s aim was threefold:
- Learn the new Ministerial process, and the skills to complete it
- Develop a high level of familiarity with the online training content
- Become capable of supporting others and driving positive change.
- The improved service delivery goal was realized as well as:
- Consistent training for all staff that achieves quality output
- Increased awareness of the impact of individual roles in the process through easy access to all topics
- Ease of participating in the Ministerial process even if participation is infrequent