A state had implemented a completely new enterprise I.T. system in their business at the cost of over $20 million. Within a short period of time, they had to face the realization the implementation was a failure. It met none of their business objectives, and end-users were finding many ways to either not use it or misuse it. After two years, the state decided to start all over. This time, they incorporated technology lessons from the first implementation. They added Greentree to provide an Organizational Change Management (OCM) and stakeholder engagement component (which they had not done the first time).

The Greentree Group Solution

The Greentree Group provided OCM, Training Development, and Program Management efforts to help the state successfully modernize enterprise systems, point of sales systems, distribution strategies, stakeholder communication, and business processes.

Our team designed and implemented a multi-faceted change program based on the program and organizational objectives. This program included several different and distinct means of engaging stakeholders (communication in multiple formats, personal engagement, town halls, webinars, instructor-led, and web-based training) to enforce change messages and prepare impacted stakeholders. Our experts visited hundreds of agencies across the state multiple times to build relationships, gather feedback, and prepare for transformation. We also developed a website to provide critical deployment information in a consistent and recognized manner.

Greentree experts led training to support ERP deployment efforts and continue to provide ongoing training for system and process updates. Our activities included:

Training Development and Delivery

After performing a training assessment, we developed a training plan, role matrix, user curriculum, and training templates to lead the courseware development effort. We developed 14 distinct courses and 170 job aids. Our team then implemented a robust classroom delivery, training over 1,000 students across the state.

Training Logistics

Greentree’s training team designed the overall delivery approach – identifying requirements for classrooms, technical support, data, hardware, and other delivery support necessary for delivery to impacted users.

Training Environment and Training Data Sets

Greentree worked in direct coordination with the system implementer to establish and confirm requirements for the training environment and training data sets. This process was accelerated due to our deep knowledge of how data fuels effective user training.

Post-Training Responsibilities

Greentree identified sustainment needs such as converting training courses to a computer-based format, revising materials based on system configuration changes, updating the training environment with configuration changes and accessibility strategies for future users or users requiring refresh/upgrade training; conducted refresher training on system updates to over 400 users.

Results

The outcome of Greentree’s efforts was program success. The ERP and the POS Solution, including web interfaces and terminals, were successfully tested, fielded, and implemented across the State. Our support was praised for providing the necessary experience, dedication, expertise, and energy to move the high impact project from a major risk to one hailed as a major success. Nothing this extensive had ever been accomplished within the enterprise. An article in the local press touted the program’s success, and the state was recognized and awarded on a national level for their transformation effort.