"If you want to change things, make sure everybody feels like they’re part of it and, most importantly, ensure they’re not afraid of it."
What I do
My focus is on change management from a public services perspective, and my job is to look at the impact that change has on the people within our clients’ businesses. I help them understand it, feel part of it, and make sure they have all the information they need to know about it. Because at the end of the day, despite the best ideas and revolutionary technology, if people are against change, it won’t happen.
Having joined Accenture straight out of college, change has positively shaped and characterized the past 14 years of my life. You could say I’ve dedicated my whole life to promoting change, and making sure people aren’t afraid of it.
I mostly work with state and local municipalities, as well as federal government. It’s a different workplace and you need to be creative in your approach to change management, making sure people understand the change along the way. It’s important that we look at the DNA of the organization to make sure that we’re setting it up for success, before we even consider the technology.
Some of my favorite projects have been centered around the citizen-facing online portals we created on behalf of the government. Seeing citizens able to request services with far greater ease was hugely rewarding for me. And having the weight of Accenture’s depth and breadth of skills makes that job so much easier. Because of it, I’m able to go into public service client meetings and show them what we’ve done in the past and how it’s worked. I demonstrate time and time again our innovation, expertise and capacity to successfully implement large-scale technological projects. That knowledge that someone else tried it first makes it easier for a client to accept change.
“It’s important that we look at the DNA of the organization, before we even consider the technology.”
Be studious in your own areas of passion and interest and around your clients. And what I mean in terms of “studious” is not just reading the latest magazine or article, but really talking to your client and listening to what they have to say. Ask thoughtful questions that show them that you are engaged and understand their true concerns.
Many times, what our clients tell us is a problem often isn’t the real problem. If you’ve asked probing questions and listened to what they’re saying, you’ll understand what their pain points are, and you will be able to solve and strategize for the best outcome together.
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