The Role of Leadership in Transformational Change: A View from the TrenchesKaren Copp, Change Manager,

Taxpayer Services Department

November 14, 2012

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So How Did I Get to Be Up Here?

• Quality Improvement/Planning Facilitator at HCMC (1996-2005)

• Change & Communication Manager for HCMC’s Electronic Health Record implementation (2005-2007)

• HC TSD Change Manager (2007-present)• Baldrige Examiner at national and state level;

state level judge (2000-present)

Who has received services from Hennepin County (or local government)?

Who Cares about Hennepin County Changes?

• 1.2 million residents (22% of MN population)• 44% of budget – health & human services• 40% of budget supported by property tax

revenue• 33% of state’s jobs are in Hennepin County• 42,000 businesses• 7,400 full time employees

Hennepin County

• Health and Human Services

• Libraries

• Public Safety

• Public Works

• General Government

Our Environment• Demand for “smaller government”• Budget decreases (5 years in a row)• Inability to significantly increase taxes• Economy has generated more demand for our

services– Cash assistance payments up 10%

– Food support cases increased 69%

– Monthly calls to Child Protection up 28%

• Mandates, statutes, working with state legislature takes time (years)

Transformational Change

• Ongoing Successes– Cool County– Recycle Half– Evidence Based Practices– eGovernment Transactions– Client Service Delivery Model

http://www.recyclehalf.com/

http://dilbert.com/strips/comic/2012-10-29/

What’s Needed for Transformation

A clear reason for change

•Business need for change

•Desired future state

•ROI (results/outcomes)

What’s Needed for Transformation

Leadership

•Participate actively and visibly throughout the project/initiative

•Communicate directly with employees

•Build a coalition of sponsorship

What’s Needed for Transformation

Understanding Change Saturation

•Change happens one person at a time

•Change capacity

•Change disruption

Summary

• Managing transformational change requires– Communicating the business need– Actively and visibly participating– A guiding coalition based on who’s affected

Questions? Comments?