Change Management Strategy Enquiry & Contact Management Project June 2014

1. Change Management StrategyEnquiry & Contact Management ProjectJune 2014

2. Purpose Perceptions & Performance High Expectations Better than before Reduce the depth & duration of the dip Realise Effort & Complexity Time Light at the end of the tunnel Frustration University of Adelaide

3. Scope and Objectives University of Adelaide

4. Change Management Strategies Individual Transition Process Change Sponsorship, Leadership, Communication Participation, Coaching, Managing Resistance Training, Coaching Sponsorship, Coaching, Reward & Recognition University of Adelaide

5. Managing Stakeholders High Influence • Identify stakeholders • Understand needs, interests, concerns and attitude to change • Manage according to influence and impact • Assign responsibility High Impact Low Impact Low Influence University of Adelaide

6. 5 Work Streams Led by Subject Matter Experts University of Adelaide

7. Critical & Multi-faceted Role for Managers • Process Focus • Work Streams • E&CM (incl. Case Management) • Prospective Student Lead Mgmt. • Outbound Marketing • Knowledgebase • Technical • Consulted/Validate UoA approach • Understand impact on local process • Participate in testing & pilot training (as able) • Support end users • People Focus • Team & Individual • Awareness • Desire • Knowledge • Ability • Reinforcement • Consulted/Validate Change Management approach • Tailor communication for local teams • Monitor engagement • Support Managers University of Adelaide

8. Process for Developing Procedures & Communication University of Adelaide

9. Communication – Key Messages Managers will receive communication templates to support their active role in the communication plan. These will be based upon the following key messages: University of Adelaide

10. Communication – Tailor Content & Level of Detail to the Audience University Wide In-Scope Faculties & Departments • All DVCA Employees • DVCA Management • DVCA Faculty Group • Faculty Executive Teams • Faculty Offices • Executive Director Mgmt. Team • Student Services & Admin Team • All Faculty Marketing • Ask Adelaide • Student Administration • Office of Future Students • International Office • Faculty of The Professions • All Faculty/School Student Services (Design & Configuration focus) Strategic Intent • All University Employees • University Engagement • Branch • Marketing & Communications • Technology Services • Online Media • Technology • Services High Level Implementation Detailed Implementation University of Adelaide

11. Evaluating Stakeholder Management & Communication Monthly reviews of stakeholder plan Mid-project review with relevant management teams • What’s working?, What’s not working?, What’s missing?, What’s working but adding no value? Surveys to monitor employee’s awareness & attitude to the change • After the initial communication launch • After publishing new University procedures • After training and prior to “Go Live” Operational Metrics (incl. baseline measures) • No. of enquiries, by type and channel • % of enquiries referred on for resolution • No. of prospective student leads captured and % followed up • Customer Satisfaction University of Adelaide

12. Plan – Next Ten Weeks University of Adelaide

13. Items for decision: • Seek approval to: • Implement the Stakeholder Engagement Strategy • Implement the Communication Strategy and Plan • Commence Project Launch with DVCA Faculty Group (27th June) University of Adelaide