How do you create a more sophisticated Field Service team?

Support the introduction of new technology with a targeted program of change, communication and learning to drive understanding, engagement and ability.

Revolutionizing Field Service: Powercor’s Tech Upgrade Fueled by Strategic Change Management

To drive better customer service and improve deployment of field workforce, Powercor upgraded their Field Service Management technology for Scheduling & Dispatch team and Field Services teams.

To achieve this, a change management plan was built to assess the impact on employees, identifying potential sources of resistance, and creating strategies to mitigate them, including change coaching and readying Change Champions.

A clear communication plan was constructed with key messages and visual-based communications toolkit for leaders to engage employees, along with templated EDMs, newsletters and emails.

A learning plan was designed and deployed, including suite of e-learning modules and train the trainer sessions to ensure technical understanding and systems proficiency amongst impacted users.

A clear communication plan was constructed with key messages and visual-based communications toolkit for leaders to engage employees, along with templated EDMs, newsletters and emails.

A learning plan was designed and deployed, including suite of e-learning modules and train the trainer sessions to ensure technical understanding and systems proficiency amongst impacted users.

Key Deliverables included:

Stakeholder message map.
Calendarized communications plan.
Crafted messages for user audiences, project team, sponsors and messaging to external parties via EDMs, Newsletter, weekly updates and emails.
Assessment of training needs to design the learning plan
Design training sessions, including Train the Trainer
Prepare SMEs to deliver internal training.
Video to introduce the change and associated benefits.
Updates to user procedures and work instruction documentation.
Produced Learning Assets, including:

- 7 Facilitations Guides
- 2 Facilitation Skills for Trainers
- 3 Quick Ref Guides
- 7 e-learning modules
- 59 Annotated Screencasts
- Master PPT Learning Pack

ALL PROJECTS

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