Change Management Findings & Recommendations April 2002

1. Change Management Findings & RecommendationsApril 2002 California State University Technology Infrastructure Initiatives Infrastructure Terminal Resources Project Prepared by Toni E. Lesowitz, Ph.D.The Lesowitz Group, Inc. (LGi)

2. Assessment Approach & Objectives • The assessment objectives were to: • Understand the implementation challenges that will confront each campus • Identify strategies to mitigate any barriers • Working with ITAC, four campuses were identified to participate in a one-day campus visit: • Northridge • San Bernardino • San Luis Obispo • Sonoma • Toni Lesowitz & Larry Gilmore conducted interviews & focus groups: • CIO & peers in other areas • Facilities Planning & Facilities Services (Operations) • IT Managers • Network Administrators • LAN Coordinators (Schools & Colleges) • Help Desk & User Support • Others (Systems Administrators, Applications, Training) • Human Resources (Chancellor’s Office)

3. Are the goals & priorities clear? - Expectations communicated - Measurable targets defined Do people have the skills & information they need? - Know where to go for information - Have the skills to execute Are people rewarded for meeting new goals? - Understand “what’s in it for me?” - Accountability defined ORGANIZATIONAL ASSESSMENT Training & Development Accountability & Rewards Structure & Processes Goals & Communication Culture & Leadership Assessing Change Readiness This framework was used to understand the ITRP implementation challenges and to gauge the campus’ readiness for change: • Is the organization set up to support the change? • - Appropriate resources • - Coordinating structures & processes • Does the culture support the change? - Leadership makes it a priority - Cultural barriers addressed

4. Communicate ITRP Within Broader Context • Most are aware of the broad ITRP goals & understand the benefits: • Improving connectivity & bandwidth • Ability to take advantage of system-wide purchasing power • Multi-year refresh program (faculty less aware) • But some of the details aren’t clear • Some confusion about how ITRP fits into the overall TII picture (Stages I & II) • Technicians were not always sure which are local vs. system-wide standards & initiatives • And some, particularly faculty, have trouble “translating” the project into tangible the tangible benefit for them – e.g., impact at the desk top. Recommendations: • Communicate ITRP in the context of broader technology infrastructure goals. • Translate benefits for non-technical audiences.

5. Develop Mass Communication Strategy • Mass communications needed for various target audiences • Information from ITAC & NTA doesn’t always trickle down (& not accurately) • Different audiences need different information targeted to them (e.g., facilities, technology, faculty, staff, students) • System-wide & campus committees have helped some campuses gain support • Dedicated resources needed to support communication • Volume of information makes it hard to “find what you need” • Supervisors needed to assist in understanding project goals (in addition to mass communications) • Templates developed by the CO, but customized on campus, would save time & assure accuracy Recommendations: • Utilize system-wide and campus committees and advisory groups to communicate time lines and gain support. • Dedicate communications resources and develop templates that can be used system-wide. • Consider use of knowledge management tools that are searchable and provide “chat” capabilities.

6. Enhance Information Sharing • Need better ways of communicating project goals, timelines, & standards • Most project teams communicate fairly well internally • But coordination breaks down between groups (e.g., with Facilities, LAN coordinators in Schools & Colleges, etc.) • Timelines change so fast that it’s hard to keep up • Bring vendors, Facilities, and other groups “into the loop” • Technical staff seek information related to standards & best practices • Staff aren’t sure how to manage exceptions to standards • More information is needed on topics that relate to ITRP implementation (e.g., network management, integrating campus projects like directory services with Cisco) Recommendation: • Enhance information sharing with project teams and among project vendors. • Continue to educate about baseline standards & where/when they apply.

7. Expand Training Offerings & Access • Tech staff are enthusiastic about the training offered • Most that have been to classes thought quality was good • Senior professionals would like more advanced networking classes • Assess training needs beyond “core” technical staff & assure access • Some LAN coordinators in colleges have trouble getting release time for training • Other groups such as systems administration may need training on new equipment • Enhanced skills are needed for managers in non-technical areas like project management & communication • Training needs to be tightly coordinated with implementation schedules • Where release time is difficult, web-based options may help Recommendations: • Provide formalized training on baseline standards for IT & Facilities. • Educate administrators in schools & colleges about need for training of their technical support staff. • Incorporate professional development into curriculum for IT managers.

8. Improve Shared Accountability • Project being split between Facilities & IT poses challenges • Legacy of differences in funding have created split between Stages I & II • Diffusion of responsibility is problematic on many campuses • Both sides need shared goals reinforced at the top • Cultural differences only add to confusion between IT & Facilities • IT needs to be included in build-out plans & teams • Many are concerned about adherence to TII standards • Some have hired inspectors, but worry if they don’t report to IT • Need to reinforce accountability for project outcomes Recommendations: • Leadership needs to bridge dual accountability imposed by different funding sources (e.g., Capital Outlay vs. ITRP). • Need formalized inspection processes for infrastructure build-out. • Establish mixed discipline project teams with shared accountability for results.

9. Provide Resources to Enhance Coordination • Coordination is needed between multiple constituents • Limited exchange of information between project teams & SBC • Staff growing frustrated with poorly communicated procedures (e.g., collecting information about inventory with no rationale) • There’s a disconnect between Facilities & IT at more than one campus (exacerbated by differences in culture) • LAN coordinators in schools & colleges need to participate in project teams • Build-out will require formalized processes: • User Support units can provide a centralized resource during cutover & throughout • Processes needed for operational issues like inventory control (e.g., receiving new equipment) • Manage policy, communications, and process design through centralized program office Recommendations: • Better understand coordination issues from SBC perspective. • Create a central “clearinghouse” for managing policy exceptions & sharing best practices – a Program Office that oversees vendors. • Create proactive user support strategies to manage cutover

10. Leadership Can Help Break Down Resistance • Leadership needs to guide through uncertainty • Many expressed concerns about long-term funding commitments • Problems encountered are political more than technical (& managers need coaching in how to navigate) • Leadership can help project be a catalyst for change • Reinforce accountability for shared goals • Some are still resisting efforts to integrate technical infrastructure (but fortunately, it’s the minority) • Help negotiate solutions where goals are in conflict • Provide feedback on project progress Recommendations: • Support integration while providing room for individual choice. • Establish clear goals & accountability for project progress. • Use ITRP as a catalyst for change.

11. Conclusions & Next Steps • Overall the project is proceeding very well • Most staff are enthusiastic • Where there are problems, they’re not insurmountable • A couple of conflict areas need to be addressed at some campuses • IT coordination with Facilities • Cooperation between central & local IT organizations • Providing resources in specific areas of communication & coordination will enhance success • Consider Program Office to support communications, policy management, information sharing between campuses • Develop targeted communications that identify specific needs of each audience • Manage communications to assure accuracy • Create ownership for recommendations • Use ITAC & NTA to address & create plans • Develop local solutions & share among campuses