Executive SOP 050: Organizational Change Management

Purpose 

This procedure provides information to assist Avail customers with aligning current workflow practices with newly integrated myAvail SOPs into their existing operations and maintenance processes. It is intended to help you prepare for the impact of ITS on Operations. The process covers designing your future business processes with ITS, identifying workflows impacted by ITS, and developing an Organizational Change Management Plan to mitigate resistance and inspire positive changes toward increased efficiencies for your agency.  

Operational Impact and Metrics  

Operational Impact: The CAD/AVL system provides transit agencies the opportunity to automate several important operations and maintenance functions, and if used as designed, the CAD/AVL system will provide data to agency staff to make proactive decisions to improve the customer experience and streamline operations and maintenance functions. These functions include, but are not limited to, route scheduling, route performance, pull-out, and monitoring vehicle health. To realize the full benefits of the system, it is recommended that new users review their workflow practices and procedures and identify opportunities to integrate system functions into operational practices.  

Metrics: Staff readiness, on-time performance; customer complaints; maintenance performance 

Definitions  

Frequency

Prior to, during, and for a period of time after use of ITS tools

Positions and Responsibilities  

This procedure is intended for executives and managers to consider the operational impact when implementing ITS. 

Procedure  

1. Define current operations and maintenance practices  
   •  
     • Identify current performance metrics 
     • Review current business processes 
     • Review current SOPs 
     • Review current positions and responsibilities (job descriptions) 
2. Map current practices to ITS functionality 
   •  
     • Route scheduling and management 
     • Operator scheduling and management  
     • Vehicle health monitoring  
3. Design future business processes integrated ITS 
   •  
     • Design new route scheduling process 
     • Design new operator scheduling process 
     • Design new vehicle health monitoring process  
     • Determine performance metrics and KPIs to adopt 
     • Crosswalk current metrics reporting with myAvail metrics reporting 
4. Identify workflows and/or related tasks impacted by ITS implementation 
   •  
     • Update positions and responsibilities 
     • Update business processes 
     • Review Avail SOPs 
     • Update internal SOPs 
5. Create your change management plan targets
   •  
     • People - Develop and implement a plan to communicate new staff responsibilities, reasoning and to inspire positive change
     • Process – Rely on SOPs that align with new workflows and update business processes  
     • Technology – Create and implement a plan to integrate new ITS technology  
6. Implement change management plan  
7. Monitor change management plan through regular intervals to ensure appropriate actions are implemented

Supporting Documents

Related SOPs

1. SP-051-01 Executive – Dashboards, Reports and Widgets