The change management issues faced by the agency are
formidable in view of the scope of the Transformation Program
which calls for a drastic reduction in the number of position
descriptions and operational areas in QHID’s new organisation
structure. To alleviate the anxiety of the staff, QHID took pains
to build transparency into the project execution by disseminating
relevant information through corporate newsletters and the
intranet, and team briefings. Senior user managers represented
in the Operations Board were also provided with performance
reporting on QHID’s accomplishments so that they could relay
the results to their departments. Most QHID staff completed
the ITIL Foundation training course, some progressing to the
advanced level, to provide a common ITSM language of communication.