Organizations across the country stand at the edge of a crucial transition – the complexity and volume of work is ever increasing while staff numbers are diminishing and clients’ demands are higher than ever before. As such, technology is taking an ever greater role in enabling human service organizations to work at their maximum level of efficiency. Often, however, technology may create bigger issues with end user acceptance than was originally intended. Without acceptance, an agency that has invested millions in a new technology will have a difficult time rationalizing a complete success.
The largest emerging risk to a technology’s success is not our ability to technically execute, but instead have the client’s personnel thoroughly adopt and use our systems as intended.
Our new and innovative approach to training has already demonstrated tremendous successes; successes that highlight the criticality of a properly trained, skilled and supported workforce, coupled with strong performance measures, to demonstrate the success of a system development project. Our initiative in Texas has demonstrate that a comparatively small investment in the workforce – specifically in the area of effective, targeted and innovative training strategies as we will discuss in this presentation – results in dramatically increased and effective usage of the systems that we build.
Joanne Gallager, Senior Manager, Deloitte Consulting
 |
Joanne Gallagher is a Senior Manager in the Deloitte Consulting Public Sector practice. She specializes in the training strategy and people issues on technology adoption projects. Joanne has been a speaker for a series of national conferences, including the National Child Enforcement Association (NCSEA), American Public Human Services Association (APHSA) and American Association of Motor Vehicle Administrators (AAMVA) relating to training and business transformation, change management and reform in government. She has led several of strategic initiatives for social service clients in both Canada and the US and her experience with large training initiatives includes the Provinces of Ontario and Alberta , the States of Texas, Florida, Colorado, Michigan Pennsylvania and Massachusetts. Joanne has an Honors Degree in Law and a Bachelors of Arts (Criminology/Psychology) from Carleton University, Ottawa, Canada. |
Joanne’s presentation is attached below. Please note that you have to be logged in to