Government Transportation Agency Case Study
Change Integration, Advisory on Transformations and PMO Practices
Prior to 2006, the information and information technology (I&IT) department at the client was primarily an operational IT shop designed to service the rail and bus operations. Due to its expanded mandate and a more complex set of technology needs, I&IT needed to become more sophisticated in the services it provided for business units across the enterprise. In addition, feedback obtained from business division leaders and the company’s annual surveys indicated that the organization demanded more attention to organizational change management in the delivery of its major enterprise projects.
The I&IT division began developing a plan to transform its organization and raise the level of its services – from one that was focused on IT operational support and projects driven by “business request” – to one based on a Four Pillar logical process with functions that addressed 4 areas:
LISTEN – (Business Relationship Management and Business Analysis functions)
PLAN – (Enterprise Architecture, Security and Portfolio Management and Solution Management functions)
BUILD – (PMO, Vendor Management, and Solution Management functions)
OPERATE – (Field Support, Service Support, Infrastructure & Application Support)
The bolded areas above were newly created. Other areas were modified to support a more responsive, strategic, and full-service model for the newly transformed client organization. Change management was very underdeveloped within the client’s PMO and generally within I&IT service areas. This gap was recognized and needed to be addressed. In addition, the organization wanted assistance in helping them adjust to the impending transformation.
During the I&IT transformation, the client engaged Watershed CI to provide change management support with the following objectives and scope:
Provide change management support (called people change management or PCM at the client), for selected internal and external projects
Develop a change management/PCM approach and discipline within I&IT that would align with the needs of the new organization and improve I&IT project service throughout the Enterprise
Provide PCM support to the I&IT transformation and specific I&IT initiatives as it unfolded.