simplified administrative services project communications and stakeholder enrollment training...
TRANSCRIPT
Simplified Administrative Services Project
Communications and Stakeholder Enrollment TrainingOctober 6 & 8, 1998
4
Our purpose for bringing you together this afternoon is to...
Provide information about the Simplified Administrative Services Project, focusing on MARS Implementation
Ensure that every agency is provided with tools to help organize their communications strategies
Provide a roadmap for getting information from the central project team to you for distribution to affected employees
Why are we focusing on MARS?L
evel
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Ch
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e
JanuaryJanuary19981998
Time LineTime Line
JulyJuly19981998
JanuaryJanuary19991999
JulyJuly19991999
JanuaryJanuary20002000
Configuration Configuration Custom DevelopmentCustom Development
TestingTesting
Agency Agency Roll-OutRoll-OutActivitiesActivities
EndEnd User User
TrainingTraining
LiveLiveOperations*Operations*
Old Old System System CloseoutCloseout
Budget Budget Preparation Preparation
Next BienniumNext Biennium
* Budget * Accounting * Workflow * Materials Mgmt. * Ad Hoc Reporting* Budget * Accounting * Workflow * Materials Mgmt. * Ad Hoc Reporting
KAPS Roll-OutKAPS Roll-Out
Prime VendorPrime Vendor
Pro Card UsagePro Card Usage
Best Value ProcurementBest Value Procurement
Warehouse OptimizationWarehouse Optimization
BIPBIP
MARSMARS
6
How will our afternoon be structured?
Identifying Administrative Services Stakeholders
Conducting a Communications Audit
Creating and Implementing a Communications Plan
We will consider these activities in the context of Simplified Administrative Services, though you may find them instructive for any significant change initiative.
Module 1
Module 2
Module 3
We will focus on 3 activities critical to effective communications planning.
7
Our goal today is to help you...
Understand the timing and scope of the Simplified Administrative Services Project
Understand how to identify and analyze stakeholders in your agency
Know how to conduct a communications audit in your agency
Understand how to construct a communications plan for your agency
Launch your agency’s communications planning process
Know whom to call with questions and issues
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How do central and agency resource roles compare?
Design and conduct communications training
Provide templates and tools to agency communications staff
Prepare communication updates for use by agency contacts
Conduct periodic feedback sessions with agency communication contacts
Serve as a reference point for agency questions and concerns
Assist agencies with communications “troubleshooting,” as needed
Participate in training offerings; alert central resources to training needs
Spearhead efforts to develop agency-specific communications plans
Adapt materials for maximum agency impact; create additional mechanisms, as needed
Encourage 2-way interaction between stakeholders and communications team members
Assist agency with efforts to anticipate and respond to stakeholder needs
Conduct periodic feedback sessions with agency staff
Central Resources Agency Resources
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Special challenges to the Simplified Administrative Services Project
Translating redesign into day-to-day policies, procedures, actions and words
Winning the trust of those who will be affected by change initiatives
Dealing with some “ambiguity” during the system development phase
Keeping moving to maintain momentum and to meet aggressive deadlines
11
You can help us to meet these challenges, by...
Taking “ownership” of Simplified Administrative Services-related communications for your Agency Implementation Team
Keeping your Agency Implementation Team advised as stakeholders are identified
Sharing employee perceptions about MARS, BIP’s, and related organizational changes with the Central Team
Working with the Central Team as a creative, proactive communicator and problem-solver!
13
Management
Administrative
Reporting
System
What is “MARS”?
“MARS” is an acronym for the
Management Administrative Reporting System
14
Benefits expected as a result of MARS include:
Several MARS benefits will be afforded a wide audience, while other more “specific” gains will correspond to specific business functions.
Broad benefits afforded the Commonwealth will include the:
Enhanced service delivery to customers and citizens through the automation of certain manual processes;
Enhanced management decision support capabilities; and
Creation of a strong position for the Commonwealth to utilize emerging technologies, such as electronic commerce.
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These benefits will extend to numerous business functions.
ProcurementAccounts payableCash receiptsAccounts receivable Intra-governmental transactionsBudget preparationManagement reporting\decision support
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MARS is an Enterprise-Wide System that will:
Reduce Duplicate Data EntryReduce Reconciliation Between
SystemsRequire Fewer Systems to MaintainRequire More Reliance on the Vendor
to Maintain SoftwareReduce the Number of Custom
Interfaces to Maintain
17
Significant factors of MARS include:
Replaces STARS & KAPSWorkgroup orientationWill incorporate Web technologyComprehensive audit trailsComprehensive securityPerformance MeasurementGraphical User Environment
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The MARS Development and Implementation Team includes:
D e lo itte & T o u cheC o n su lt ing
C h ris C la rkD e p u ty
P ro je c t M a n a g er
A n a lys is & D e s ig n T e amT a y lo r M a n ley
M a n a g er
T e ch n ica l T e amD o n W ig g le sw o rth
M a n a g er
Im p lem e n ta tio n T e amL a rry C la rke
M a n a g er
P e g g y M e yerM A RS
P ro je c t M a n a g er
P ro je c t D ire c to rB o n n ie H o w e ll
A b d u l Q u a yyum / R ick C ro sbyA M S P ro je c t D ire c to r/ M a n a g er
E n g a ge m en t M an a g erB o b B u tle r (A M S )
S te e ringC o m m ittee
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How is the MARSMARS system being created?
AMS is working closely with the Commonwealth staff to customize and integrate existing software products for a cohesive “MARS” application that meets the Commonwealth’s business needs
AMS is the leading software vendor for State and large Local Governments
20 States currently use AMS software, including Missouri, Illinois, Utah, and Massachusetts
American Management Systems (AMS) is the selected software provider.
20
The MARSMARS Software
Advantage - Financial ManagementProcurement Desktop - ProcurementBRASS - BudgetingManagement Reporting DatabaseTravel Management Systems
MARS software is an integrated package consisting of
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Overview - Financial Management
General Ledger
Revenue Accounting/Accounts Receivable
Encumbrance/Expendi-ture Accounting
Accounts Payable/Cash Disbursements
Budgeting
Inventory Control
Project Billing, Accounting and Budgeting
Cash Management
Cost Accounting/ Allocation/Job Cost Allocation
Grant/Federal Aid Management/Federal Highway Billing
Fixed Assets
ADVANTAGEADVANTAGE
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Overview - Procurement
Solicitation, contract preparation & contract management
Requisition entry, account code validation, & PO printing
Approval processing & receiving
Non-catalog purchases
Reference library & electronic catalog
Commonwealth-wide profiles by entity, supplier, commodity & project
Milestone planning & tracking
Procurement DesktopProcurement Desktop
23
Overview - Budgeting
Supports each phase: Formulation, review, publishing, and monitoring
Audit trail of changes“What-if” analysis & modelingSalary & benefit forecastingFlexible budget entry forms and
budget viewsCrosstab dataData consolidation
BRASSBRASS
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Overview -Reporting
Standard reportingFlexible inquiry, ad-hoc reportsNeeds of State agency/dept. users and
Legislature are priorities for 7/1/99 implementation
Reports/queries designed for analysts, management, executives, and casual users
Facilitates viewing, distribution, archiving
Reporting DatabaseReporting Database
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Travel Management System
WEB Based Authorization and Reimbursement request
Transportation Motor Pool reservations
Create and store travel budgetEdit for KY specific policyWorkflow routingElectronic Funds Transfer
TravelTravel
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Post Implementation Support
Post Implementation Support
Project PlanningProject Planning
Design, Configuration, DevelopmentDesign, Configuration, DevelopmentDesign, Configuration, DevelopmentDesign, Configuration, Development
Project Plan
Central Agency Implementation Policies and Procedures DocumentationConversion Cutover
1/981/98 6/986/98 1/991/99 6/996/99 1/001/00
System and Acceptance TestingSystem and Acceptance Testing
SoftwareReady TrainingTraining
AnalysisAnalysis
MARS Implementation Schedule
Agency ImplementationAgency Implementation MARSImplementation
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Agency Implementation Plan Steps 9/98-7/99
Agency Liaison Support & Transition Management
Develop & Maintain Agency Implementation Notebook & Checklists
Agency System Implementation Planning
Agency Data Prep, Setup, & LoadingHardware, Software, Netware Prep &
Certification
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Agency Liaison Support & Transition Management
October 1998 - July 1999
Cross-agency Project Management
Information Clearinghouse Model Agency Implementation Workplan
Activities Coordination Related Agency Briefings - as needed
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Agency Implementation Notebook Directs model agency implementation Contains sections for inclusion of agency-specific
materials Will be released in 2 versions
version 1 - 9/98-11/98 version 2 - 11/98-2/99
Checklists Act as the key agency implementation tracking tool Will be developed for model agency implementation --
agencies will customize as needed
Agency Implementation Notebook & Checklists 9/98-7/99
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Agency System Implementation Planning
November 1998 - May 1999• Agency System Usage Analysis• Agency Custom Policies & Procedures • Agency Custom Training• Agency Conversion• Agency Interfaces - Other• Agency-specific Reporting• Agency Security & Audit• Agency-specific System Enhancements• Agency Acceptance Test• Agency Cutover Readiness Checklist•Agency Communication Plan•Agency Workforce Transition Plan
Model Agency Implementation Workplan
Agency-Specific Workplans
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Agency Data Prep, Setup, & Loading 1/99-6/99
Consists of setup in the following categories:
Security Chart of Accounts Budget & Cash Control Agency Crosswalks Cost Allocation Grants Projects
Project Billing Fixed Assets Inventory Vendor Commodity Procurement, OtherTravelWorkflow
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Upgrade Planning - 10/98-1/99Acquisition & Readiness - 10/98-
3/99Certification Program - 3/99-6/99
HW, SW, NW Preparation & Certification
35
This module is designed to...
Explore the role of your agency’s Simplified Administrative Services stakeholders
Explain a process by which you will be able to identify and analyze your agency’s stakeholders
Provide the tools and templates to support this process
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Why take a closer look at stakeholder groups?
Stakeholders will play a big role in determining the ultimate success -- or failure -- of the Simplified Administrative Services Project.
By definition, stakeholders may be described as those persons or groups of persons who are:
1.) impacted by the implementation of Simplified Administrative Services initiatives, and/or
2.) have a vested interest in the outcome of these initiatives.
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Advocacy & Ownership
Commitment and Action
Support & Buy-in
Understanding
Awareness
Positive reinforcements,
rewards
Participation in teams, focus
groups, reviews
Focused discussions,
workshopsOne-on-one communications,
dept./staff meetings, educationPrinted publications, newsletters,
voice-mail, informational meetings
Common Mechanisms
Common Mechanisms
Successful implementation,
adoption
Invest resources and
personal time, lead others
Positive personal perception
and disposition toward change
Comprehension of nature, reasons
and intent of the change
Awareness that change will take
place and how it will a
ffect them
Desired Outcome
Desired Outcome
Early in ImplementationEarly in Implementation
Simplified Simplified Administrative Administrative
Services Services ImplementedImplemented
Institutionalized
Institutionalized Internalized
Internalized
Stage of EnrollmentStage of Enrollment
How will a stakeholder focus help us in implementing Administrative Services?
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Four primary activities, or “steps,” underscore a stakeholder focus.
Addressing stakeholder concerns is an ongoing process.
Identify
Action Planning
Analyze
Map
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Step 1 (part 1): Identify Administrative Services stakeholders inside of your agency.
AIL
Resource
Information AvailableData reflecting your agency’s
Administrative Services structure and functionsAgency
Administrative Services Index
Overview of the departments, divisions, and branches in which Administrative Services are performed
Administrative Services Activities Dictionary
List and definition of Administrative Services activities
“Basic Definitions”
Description of the scope of Administrative Services initiatives
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Think about those individuals or groups -- suppliers, customers, and/or constituents, for example -- outside of your agency whom the Administrative Services Project will either involve or impact.
Take a look at your rolodex; are there external persons or groups who perform Administrative Services functions for your agency?
Include the names of these individuals with those received from your Agency Implementation Lead.
Step 1 (part 2): Identify Administrative Services stakeholders outside of your agency.
Stakeholder Analysis - Template
Step 2: Analyze your agency’s stakeholder groups.
Agency_Commun.xls; Stake_Analysis Worksheet
SIMPLIFIED ADMINISTRATIVE SERVICESStakeholder Analysis Template
Stakeholder Group Description Project Area (MARS, BIP's, or
All)
Nature and Timing of Impact
Impact Assessment
Criticality to Project Success
Amount of Effort
Required to Change
Anticipated Concerns
[Name of stakeholder being analyzed]
[Data such as a list of key leaders and corresponding contact information; size and location of the group; observations re: group culture]
[Project area impacting the group; may require more than one entry]
[Description of the anticipated impact that change will have on the group's systems, processes, and/or organization]
[Level of impact expected for group; low, medium, or high]
[Degree to which this group will affect the success of the change process]
[The level of effort required in order for group to change; low, medium, or high]
[Key concerns and issues of the group related to the change process]
YOUR AGENCY DATA HERE!
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Step 2 (part 1): Complete descriptive information.
SIMPLIFIED ADMINISTRATIVE SERVICESStakeholder Analysis Template
Insert the names of each of your agency’s stakeholders -- internal and external -- into column “A.”
Enter a description of each group. Questions to consider include:
What does this group know about EMPOWER Kentucky?Have any members of this group been involved in
EMPOWER?What does this group know about the EMPOWER Kentucky
Administrative Services Project?Are any of your agency’s employees assigned to the
Administrative Services project? If so, is this group aware of such participation?
Stakeholder Group Description
Finance Cabinet, Office of the Controller
64 employees: Division of Accounts, Division of Social Security. Primary impact on the Controller's Office and the Division of Accounts. Major changes in workflow and some anticipated reductions to FTE's.
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Step 2 (part 1 continued)
Questions to consider include:What prior communication has this group received
from EMPOWER Kentucky? Through the Communique?
What are the rumors circulating among this group?What prior communication has this group received
regarding the Administrative Services project? From agency leaders? From the Administrative Services Team?
Does this group have access the Administrative Services web page information? Do they use it?
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Step 2 (part 3): Identify and assess anticipated impact areas.
SIMPLIFIED ADMINISTRATIVE SERVICESStakeholder Analysis Template
Indicate which project area(s) could impact each group.
Note how and when this impact might occur, and its relative strength.
Questions to consider include:To date, has the Administrative Services project
impacted anyone in this group directly?To date, has the EMPOWER project impacted this group
directly?What other changes, unrelated to EMPOWER, has this
group experienced in the recent past? Are there other changes anticipated for this group?
Project Area (MARS, BIP's, or
All)
Nature and Timing of Impact
Impact Assessment
MARS Automated processes, removal of pre-audit (replaced by post-audit), increased responsibility pushed down to other agencies, change in culture to more advocacy. Expected changes in reporting and organizational structure.
High
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Step 2 (part 4): Decide whether groups require a special communications focus.
SIMPLIFIED ADMINISTRATIVE SERVICESStakeholder Analysis Template
Consider relative importance of each group to meeting project goals.Questions to consider include:Does the stakeholder group have
the ability to affect the flow of information about the project?
Do members of this group have the ability to influence other stakeholder groups?
Are members of this group, as a general rule, willing to adapt to change?
Criticality to Project Success
Amount of Effort
Required to Change
Extra High Medium to High
46
Step 2 (part 5): Try to anticipate each group’s concerns.
SIMPLIFIED ADMINISTRATIVE SERVICESStakeholder Analysis Template
Record areas -- direct project concerns as well as “cultural” issues -- that may be particular concerns to each group.
Some frequently cited stakeholder concerns include:
Will I still have a job?Will I still be working here, i.e. with the same
people, in the same place?Will my salary change?Things are going fine now; why should we
change it?I don’t use a computer now and I don’t want to
learn. What’s in it for me?This is just Frankfort again telling us what to
do.
Anticipated Concerns
Training, understanding of new system, definition of future roles and responsibilities.
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Did your analysis produce a high number of stakeholders?
If so, you may find it helpful to group like stakeholders into “audience” groups.
You can then target your communications toward these larger groups.
We have a tool available to assist with this grouping process.
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Howcritical tosuccess?
Low
High
Low HighHow much effort to change?
Maintain Confidence
Woo & Win
Monitor & Respond
Keep Informed
Stakeholder Mapping - Tool
Step 3 (optional): Map stakeholder data.
Purpose: This tool is effective for gaining a broad and rapid understanding of your agency’s stakeholders and the corresponding strategies to adopt. Its main objective is to maximize and focus communications efforts.
Note: Shifts in stakeholder position are anticipated -- and sought -- over time.
Focus
Note: Internal as well as external stakeholder should be mapped.
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What does this tool tell you, once it’s completed?
Maintain Confidence Woo & Win
Monitor & Respond Keep InformedThese stakeholders are informed, supportive of the project and are not highly critical to its success. Your agency needs to keep in touch with this group and respond to any questions they may have.
These stakeholders are neither strongly impacted by the implementation, nor critical to success. These stakeholders need to be informed as to overall progress to ensure that they remain in this category.
High
Low
Low High
Howcritical tosuccess?
How much effort to change?
These stakeholders are probably directly impacted by the project and are critical to its success. They need ongoing involvement and communication to gain and/or maintain their support.
These stakeholders are not yet strong supporters and are critical to successful implementation. They require focused, frequent communication and should be strongly encouraged to provide input.
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Module 1 Review
Module 1 OverviewIdentifying and Analyzing Your Agency's Administrative Services Stakeholders
Step # Step Description Tasks Resources/Tools Approximate Task
Duration1 Identify Stakeholder Groups Solicit data from your AIL;
review reference materialsAIL; project reference materials; AS Web page
2-8 hours
2 Analyze Stakeholder Groups Complete Simplified Administrative Services Stakeholder Analysis Template
Stake_analysis worksheet 3 hours - 2 days
3 Map Stakeholder Groups (optional)
Complete Simplified Administrative Services Stakeholder Map
Map_tool.doc 2-3 hours
4 Action Planning To be reviewed in Module 3 To be reviewed in Module 3 N/A
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Module 2 is designed to...
Explain a process for conducting a communication audit
Share communication audit toolsProvide sample, completed
communication audit tools
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What is a communication audit?
An evaluation of current communication vehicles and their effectiveness using tailored assessment tools
An appraisal of the potential effectiveness of new communication vehicles for Administrative Services employees and other key stakeholders
An opportunity to understand what types of messages stakeholders want to hear
54
Why should our agency do a communication audit?
Establish an understanding of existing communications vehicles
Ensure that critical communications related to the project are reaching their intended audience
Maximize the use of limited resources
56
There are 2 primary tools that will help you with the audit, which involves 4 steps.
Communication Audit TemplateCommunication Needs Survey
These tools are:• Located on your disk:
– Commun_audit is an Excel worksheet within Agency_Commun.xls
– Needs_sur.doc is a Word document
• Tailored to Administrative Services issues• Available in paper copy in your folders
57
Step 1: Document your agency’s existing communication vehicles.
Complete columns “A” - “H” of the Communication Audit Template.
Agency_Commun.xls; Commun_Audit Worksheet
SIMPLIFIED ADMINISTRATIVE SERVICESCommunication Audit Template
Media Name Media Format
Frequency Tone and Level of Detail
Purpose Target Audience Critical Dates Champion(s) Relative or Anticipated
Effectiveness
Document Existing Communications Devices Here
[Specific name of communication device, such as a newsletter title, meeting title, document title, etc.]
[Physical description: is it a newsletter? Web page? Bulletin board? Electronic device?, etc.]
[How often is this medium issued? Is it a monthly newsletter? A weekly meeting? Done on an as-needed basis?]
[How is this vehicle presented? Is it formal? Or is it more conversational? Does it give a high-level, executive summary or is it a fairly in-depth and/or technical analysis?]
[What is the apparent intent of this device? Does it aim to provide specific information or a summary overview? Is it meant to generate supporters? Is it a means for sharing information? Does it serve as a formal record of proceedings?]
[Whom does this device address? Does it appeal to a broad audience? Or would it be of interest to a small number of readers?]
[What are the deadlines associated with the release of this material? Review/approval dates?]
[Who is "on board" for making sure this device gets released? Editor, Webmaster, etc.]
[Completed after the Communication Needs Survey: What are the strengths of this mechanism? What are its relative limitations? Is there a way(s) to make it more effective than it is?]
Your Agency Data Here!
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Step 2: Tailor the Communication Needs Survey for your agency.
Open the file Needs_sur.doc on your disk.
Record your agency name at the top of the document.
Record the areas (1,2, 3, 4, and/or 5) to which you would like your recipient to respond.
Needs_sur.doc
[Insert Agency Name]Communications Needs
Survey Questions
Please respond to the questions in areas [designate here which of items 1 through 5, or all, youwould like him/her to complete] below, which reflect selected parts of the EMPOWER KentuckyAdministrative Services Project. A brief description of each project is provided (please see textin italics after each heading).
NOTE: For any answer for which you don't have an opinion or the item referenced is notapplicable in your experience, please select "N/A."
1. Administrative Services Project
59
Step 2: Tailor the Communication Needs Survey for your agency. (continued)
Specify names (in areas 1-5) of the agency communications for which you seek assessment data in Question B, “Information Sources.”
Needs_sur.doc
B. Information Sources
Please identify the information sources that have contributed to this understanding andyour perspective on their quality.
Source of information Quality and thoroughness of information
Excellent Okay Poor N/A
__[INSERT AGENCY SOURCE] 1 2 3 4 5 N/A__[INSERT AGENCY SOURCE] 1 2 3 4 5 N/A__[INSERT AGENCY SOURCE] 1 2 3 4 5 N/A__Admin. Services Web page 1 2 3 4 5 N/A__EMPOWER SURGE 1 2 3 4 5 N/A__Communiqué 1 2 3 4 5 N/A__Department/Division/Branch mtg. 1 2 3 4 5 N/A__Managers in my agency 1 2 3 4 5 N/A__Admin. Services Team Members 1 2 3 4 5 N/A__Training 1 2 3 4 5 N/A__Colleagues in my agency 1 2 3 4 5 N/A__Colleagues from other agencies 1 2 3 4 5 N/A__Other ___________(please specify) 1 2 3 4 5 N/A__Other ___________(please specify) 1 2 3 4 5 N/A
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Step 3: Administer Communication Needs Survey to appropriate stakeholders.
Work with your Agency Implementation Lead to target organizational units and/or individuals.
Determine whether you will seek feedback from all members of the group(s); or, for large groups, whether a sample will be used.
Determine what format will be used for administering the survey. Possible formats include:
focus groups, e-mail or interoffice surveys telephone interviews.
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Step 3: Administer survey to appropriate stakeholders (continued).
A memo has been adapted for your use in relaying the survey to recipients.
Routing information must be added.
A few changes to the body of the document are needed, too.
Why_survey.doc
Memorandum
To: [Survey Recipient/Group]
CC: [Your AIL and/or any other appropriate agency staff]
From: [Your Name]
Date: 10/07/98
Re: [Simplified Administrative Services Project]
As you may know, I am serving as our agency's communications contact for the SimplifiedAdministrative Services Project, part of the EMPOWER Kentucky effort. At this time youmay not be very familiar with the Simplified Administrative Services Project, or even withthe details of EMPOWER Kentucky. My role as communications contact is to change that!
Doing so requires your help. Before I can share Administrative Services Projectinformation with you, I need to collect a little data. Learning from you -- what you alreadyknow about the project, which sources of project information you find valuable, and whichadditional sources of information you'd like to see implemented -- will help to guide myefforts.
I hope that you will be willing to provide this information by completing the attachedsurvey. Specifically, I am looking to get your feedback regarding items (#?). [Sentence notnecessary if recipient is being asked to complete the entire survey.] Your responses willhelp to make sure you get better information about Administrative Services and how theproject may impact you. At this time, you can find regularly updated information on theSimplified Administrative Services Web page at http://state.adm.ky.us.
As you'll see on the survey, we are not asking for any names. Respondents will remainanonymous. It should take you less than 10 minutes to complete the survey.
Please return completed surveys to me by [enter date]. [Provide details here about how toget it to you.] Thank you, in advance, for your feedback.
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Step 4 (part 1) - Based on data collected, complete analysis of your agency’s existing communication vehicles. Complete column “I” of the Communication Audit Template.
Agency_Commun.xls; Commun_Audit Worksheet
SIMPLIFIED ADMINISTRATIVE SERVICESCommunication Audit Template
Media Name Media Format
Frequency Tone and Level of Detail
Purpose Target Audience Critical Dates Champion(s) Relative or Anticipated
Effectiveness
Document Existing Communications Devices Here
[Specific name of communication device, such as a newsletter title, meeting title, document title, etc.]
[Physical description: is it a newsletter? Web page? Bulletin board? Electronic device?, etc.]
[How often is this medium issued? Is it a monthly newsletter? A weekly meeting? Done on an as-needed basis?]
[How is this vehicle presented? Is it formal? Or is it more conversational? Does it give a high-level, executive summary or is it a fairly in-depth and/or technical analysis?]
[What is the apparent intent of this device? Does it aim to provide specific information or a summary overview? Is it meant to generate supporters? Is it a means for sharing information? Does it serve as a formal record of proceedings?]
[Whom does this device address? Does it appeal to a broad audience? Or would it be of interest to a small number of readers?]
[What are the deadlines associated with the release of this material? Review/approval dates?]
[Who is "on board" for making sure this device gets released? Editor, Webmaster, etc.]
[Completed after the Communication Needs Survey: What are the strengths of this mechanism? What are its relative limitations? Is there a way(s) to make it more effective than it is?]
Your Agency Data Here!
63
Step 4 (part 2) - Based on data collected, begin detailing “Proposed” vehicles.
Complete Columns “A” - “G” and Column “I” under “Proposed Communications Devices.”
Agency_Commun.xls; Commun_Audit Worksheet
SIMPLIFIED ADMINISTRATIVE SERVICESCommunication Audit Template
Media Name Media Format
Frequency Tone and Level of Detail
Purpose Target Audience Critical Dates Champion(s) Relative or Anticipated
Effectiveness
Document Proposed Communications Devices Here
[What is the proposed name for this communications vehicle?]
[Physical description of proposed device]
[How often would this medium be issued?]
[How would this device be presented? If the material is to be published, what kind of writing style would be used? How in-depth would it be?]
[What is this device intended to do? For example, if it is to fulfill a perceived communications lack?]
[Trying to engage whom? One group, or an audience of stakeholders, such as "Woo & Win," "Maintain Confidence," "Monitor & Respond," "Keep Informed"?]
[What are the deadlines associated with the release of this material? Review/approval dates?]
[Who will be charged with making sure that this communications is conducted?]
[At the time of its being proposed: What are the anticipated benefits that this type of communications will bring?]
Your Agency Data Here!
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Step 4 (part 3): Identify resources required to establish additional communication vehicles and establish as feasible.
New communications vehicles may require several resources -- time, access to a computer, and/or the assistance of additional staff.
You will need to find out which of these resources, and in what quantity, are available to assist with your agency’s Administrative Services communications program.
Review with your Agency Implementation Lead the proposed communications vehicles detailed in your Communications Audit.
Work with him or her to complete Column “H,” in which a “champion” or resource is listed for each mechanism. Conduct any follow-up needed to confirm the involvement of such resources.
65
Module 2 Review
Module 2 OverviewConducting a Communications Audit
Step # Step Description Tasks Resources/Tools Approximate Task
DurationOptional Read supplemental materials Review "The Communication
Audit: Your Road Map to Success," and/or "The Concept: Communications Strategies for Changing Times"
Paper copies provided in your folder
1 hour
1 Begin Communication Audit; describe current vehicles
Complete columns "A" through "H" under "Existing" on the Communication Audit Template.
Commun_audit.doc 6 hours
2 Tailor Communication Needs Survey for your agency
Enter agency name, response areas (1-5), and specific agency vehicles (B)
Needs_sur.doc 1 hour
3 Administer tailored Communication Needs Survey
Adapt letter for your use in issuing survey; execute in manner appropriate for your agency
Modified version of Why_survey.doc and Needs_sur.doc
10 days (includes turnaround time)
4 Complete Communication Audit; finalize "Current" and "Proposed" information
Complete column "I" under "Current"; columns "A" through "H" under "Proposed"
Commun_audit.doc 4 hours
66
Tip: frequently assess effectiveness of communications.
The challenge of effective communication is remembering that communication is an ongoing 2-way process, not an outcome or event.
Consider Communication Requirements
Monitor Effectiveness
Implement
Create Message & Approach
New Event or Change
Goal
•Stakeholder Assessment•Communication Audit•Communication Survey
•Action Planning•Prepare Communications Plan
•Execute Communications Plan
•Formal & Informal Communication Assessments
70
This module is designed to...
Explain a process for creating an Administrative Services Communication Plan for your agency
Provide a template and sample materials to support this process
“Complete” our view to the stakeholder enrollment process
71
What is an Administrative Services communication plan?
A road map to guide future communications activity regarding the Administrative Services Project and its impacts for your agency.
72
There is 1 primary tool used to support plan creation.
Communications Plan - Template
Agency_Commun.xls; Commun_Plan Worksheet
SIMPLIFIED ADMINISTRATIVE SERVICES PROJECTCommunications Plan
Communication Objective
Target Initiative
Audience Vehicle(s) Responsibility Preparations Timing Frequency, if Recurring
Feedback Mechanisms
[This area details the communication need you are trying to fulfill. What, from looking at your agency's Stakeholder Analysis as well as the results of your Communication Needs Survey, specific objectives do you want to accomplish? ]
[Does this item address MARS, BIP's, or all of AS?
[Which stakeholder is the focus of this objective? Are you focusing on a certain stakeholder "audience" -- Woo & Win, Maintain Confidence, etc. -- or focusing broadly, such as all employee groups?]
[Based upon your Communication Audit, with what vehicle might you best meet your objective? Executing this vehicle is your communications activity.]
[What resource(s) will be charged with meeting this communication objective? Are several people involved -- for example, someone to draft and then someone else to disseminate a newsletter?]
[What specific steps need to be taken to meet this objective? For example, if you are planning a meeting for a certain stakeholder group, who will handle the logistics? Development any needed materials?]
[When will this activity be accomplished? This could be the date a newsletter is issued, the date a meeting will take place, and/or the date by which a bulletin board will be updated?]
[Will this activity occur on a regular basis? Or is it a one-time occurrence?]
[What mechanisms exist -- or will be implemented -- to ensure that you can learn whether this activity actually met your objective?]
YOUR AGENCY DATA HERE!
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Step 1: Determine your agency’s communications objectives for each stakeholder audience.
Review your agency’s Stakeholder Analysis template.
Review the results of your agency’s Communications Needs Survey.
Use this information to complete columns “A” through “C” of your plan.
SIMPLIFIED ADMINISTRATIVE SERVICES PROJECTCommunications Plan
Keep employees throughout the Commonwealth informed about the Simplified Administrative Services Project; allow for easy adaptation by agency communication leads (ACL's) to meet agency communications needs.
All AS efforts
AIL's
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Step 2: Decide what vehicles will advance your objectives.
Review your completed Communications Audit.
Consider vehicles already existing, as well as those you proposed.
Determine the best “match” to meet each objective.
Use this information to complete column “D” on your plan.
SIMPLIFIED ADMINISTRATIVE SERVICES PROJECTCommunications Plan
Vehicle(s)
"Contact" Newsletter; AS Web Page; e-mail
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Step 3: Determine who will be responsible, what they’ll need to do, and when they’ll need to do it.
Review resources identified as part of your Communications Audit.
Determine what steps must be completed prior to each activity.
Use this information to complete columns “E, ” “F,” and “G.”
SIMPLIFIED ADMINISTRATIVE SERVICES PROJECTCommunications Plan
Julie Bouchard responsible for drafting "Contact" and working with AS Web Page resources to post; agency resources to make appropriate dissemination plans. Gail Prewitt for final approvals.
Julie Bouchard to work with other Administrative Services Project resources to draft. Rhonda Edwards to provide information regarding MARS; Connie Camden to provide information regarding BIP's.
12/98 for next issue
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Step 4: Determine the frequency of this activity, and how you’ll get feedback.
Consider whether it is desirable and/or feasible for activities to occur more than once.
Consider how the audience for each activity will able to convey their impressions, questions, or concerns.
Decisions may be recorded in columns “H” and “I” to complete planning activities.
SIMPLIFIED ADMINISTRATIVE SERVICES PROJECTCommunications Plan
Frequency, if Recurring
Feedback Mechanisms
Every other month
AS Web Page "Feedback" button; telephone number(s) and e-mail addresses to be provided on the messages as well.
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Module 3 Review
Module 3 OverviewCreating an Administrative Services Communication Plan for Your Agency
Step # Step Description Tasks Resources/Tools Approximate Task
Duration1 Determine your agency's
communications objectives for stakeholder groups
Review the materials you completed in Module 1 and 2; complete columns "A-C" on Communication Plan
Completed Stakeholder Analysis & Needs Survey, Commun_Plan
4-8 hours (and ongoing)
2 Decide what vehicles will advance your objectives
Review the materials completed in Module 2; complete column "D" on Communication Plan
Completed Communications Audit, Commun_Plan
1 hour
3 Determine champions of activities
Review Module 2 materials, complete columns "E, F, and G" on Communication Plan
Completed Communications Audit, Commun_Plan
2 - 8 hours
4 Decide whether activities will recur; identify feedback loops
Review Module 2 materials, complete columns "H" and "I" on Communication Plan
Completed Communications Audit, Commun_Plan
1 - 4 hours
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The Central Team will provide much of the information you need.
The spreadsheet, “Communications Activities Planned by the Central Team” reveals what communications you can expect from us during the months of October and November.
This spreadsheet targets a number of recurring communications devices, such as: Newsletters Manager’s Messages Electronic mail Updates to the Administrative Services Web Page Updates to the MARS Project Intranet
It also details one-time communications, such as: Special Meetings Transmission of MARS Project Plans
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This Module “completes” the stakeholder focus addressed in Module 1.
Identify
Action Planning
Analyze
Map
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The purpose of this closing presentation is to...
Integrate what you’ve learned todayProvide suggestions for working with
your Agency Implementation LeadDevelop an Action Plan for your
agency
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So far we’ve learned about...
The Simplified Administrative Services Project Identifying, analyzing, and mapping agency
stakeholders Conducting a Communications Audit with the
help of a Communication Needs Survey Creating an Administrative Services Action Plan
for your agency Collecting stakeholder feedback - formal and
informal methods
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Putting the pieces together…sequence?
In what order should tasks be completed? Your agency Communications Plan must be
done last, as it is informed by your stakeholder analysis and communications audit.
You do have some flexibility regarding the order in which your stakeholder analysis or your communications audit are completed.
Does one of these items appeal to you as a more comfortable “starting point”? Let that guide where you start.
1, 2, 3 ???
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Putting the pieces together…timing?
Determining when tasks should be completed is up to each of you.
Shooting for November may work to your advantage, however, since that way you will: have a strategy in place to adapt and
disseminate Central Team Communications at the time they intensify,
benefit from the communications focus group tentatively scheduled for mid-November, and
be ready prior to the fall and winter holidays.
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Where can you go for help?
Agency Implementation LeadSimplified Administrative Services Web PageCentral Team Contacts
Today's PresentersName Electronic Mail Address Phone Number
Gail Prewitt [email protected] 564-4240Larry Clarke [email protected] 564-1238 ext. 4415Julie Bouchard [email protected] 564-1238 ext. 4404Christina Dorfhuber [email protected] 564-9596