The main challenges for change management lie in the traditional structures and processes of administrative work and the work routines adapted to them. In the context of administrative digitalisation, these processes must be rethought in part in order to fully exploit the potential of digital services. This will have a profound and lasting effect on everyday work in the administration. However, these effects will also be felt on the demand side. In order to achieve acceptance and transparency for administrative employees and citizens as well as for companies, we develop a change management concept tailored to your situation together with you as part of your OZG implementation project. Among other things, this introduces concrete change management roles in order to anchor acceptance management in your organisation right from the start. On this basis, we derive and implement implementation measures together with you.
Using communication to solve fears and create openness to change
An important component is the establishment of a targeted communication strategy to ensure consistent "storytelling" throughout the project. The measures should reach both employees and citizens. The goal is a fast and efficient integration of digitised administrative services. Furthermore, this service module also stands for cooperation and knowledge management between the federal states and municipalities. The change management service is designed and implemented in the sub-project set up for this purpose.
Director, Consulting, Öffentlicher Sektor
KPMG AG Wirtschaftsprüfungsgesellschaft
An essential starting point of our change management is therefore the promotion of transparency and participation, and thus the reduction of uncertainties and resistance among employees. We see the importance of change management above all in the fact that it does not stand alone, but supports the professional project management in the implementation of change projects with a focus on all relevant stakeholders. These are supported in the changes through targeted communication, needs-based involvement and target-group-specific training. In doing so, we rely on proven methods and applications of change management, which define concrete development stages for each individual - employee or manager - for a successful change and are backed up with concrete measures.
The dovetailing with professional project management is illustrated in the figure below.
The result includes the integration of digitalised OZG administrative services as well as cooperation and knowledge management (e.g. once-only principle).
Our change management is the catalyst for your change process, as motivation and job satisfaction increase when the change is manageable or its consequences can be assessed.
Co-authors: Ann-Catrin Obersteg