Case study: Federal government
High user adoption paves way for data-driven capacity planning
Table of contents
system participation
View the reporting system as key to the mission (a 46% increase over 2 years)
Offices successfully transitioned to the new reporting system
A U.S. federal health agency needed to shift to full-time reporting for its 1,800+ employees. The new system required employees to log daily work activities, helping the agency increase data accuracy to assist leadership with workforce capacity decision-making. To be successful, the agency required a user adoption strategy that would deliver high participation and accurate data entry. They called on Eagle Hill’s technology enablement experts to navigate the complex change across their organization.
Goal
Enable employees to easily use the new time reporting system, ensuring strong participation and accurate data for better workforce planning and decisions.
Our starting point
Recognizing the system’s end-users represented a diverse collection of users, Eagle Hill focused on incorporating change management into our user adoption plan to build understanding and buy-in from each affected group from the beginning.
We had to:
Develop a user adoption strategy for changing long-stranding behaviors by bringing users along the change journey. This included using communications that underscored their critical role and responsibility for the system’s data accuracy, further encouraging them to be an active participant in the user adoption process.
Embed the employee voice into the system development process. As the technology team worked to meet requirements and enhance the system, we promoted the employee voice by sharing data collected from surveys, input from the office representatives, and helpdesk communications during bi-weekly meetings with the development team.
Create tailored communications and engagement tactics for each of the user groups—responding to their broad needs, functional roles, and technology expertise levels.
The roadmap to strengthening user adoption of the new time reporting system:
To achieve the desired goals of delivering high user participation and improved data accuracy, our experts:
Developed customized online and in-person training, along with user-specific job aids to ensure employees had the resources most relevant to their daily work.
Continued to engage users after the launch to promote continued adherence in the new system using easily accessible animated videos, monthly newsletters, infographics, and reference books.
Facilitated tailored one-on-one training sessions with executive leadership to not only equip them with the tools and knowledge to ease their use of the system, but to advocate for it as well.
Consistently monitored functionality and feedback from the helpdesk, following up to support individual users.
Created a network of passionate “program champions” to broaden influence and advocate for system uptake and use. This friendly, peer-to-peer format became a favorite source for tips, troubleshooting, and encouragement.
Thanks to strong user adoption and the resulting reporting accuracy, the client now has reliable business intelligence that helps leaders make informed workforce capacity decisions.
