Data capturing the employee experience translated into change management recommendations. Aptive’s team of professionals contributed subject matter expertise in coaching and consultation, organizational psychology, organizational change management and communications. With these strengths and a thorough understanding of VA operations, Aptive effectively developed a methodology to assess and address employee challenges.
An employee experience survey was the first step in determining OIT’s needs. Aptive conducted virtual workshops and focus groups across the workforce to gather qualitative information regarding customer satisfaction with OIT-provided services. Survey data helped inform OIT’s redesigned help desk portal and phone tree.
Aptive also developed assessments using organizational psychology principles to identify workload and staffing problems. These assessments generated data on individual workloads, work-life balance and team dynamics. Additional focus group sessions helped identify how employees felt about their agency.
After understanding employee engagement and technical challenges, Aptive used the Prosci ADKAR model for change management. The ADKAR, or Awareness, Desire, Knowledge, Ability and Reinforcement model, defines the outcomes individuals need for organizational change to occur. Data from employee surveys informed linear, sequential changes to support VA’s long-term vision.
Aptive created an OIT roadmap that addressed what employees reported as the most significant pain points. Our recommendations included remediation efforts for identified problem areas and steps to improve the employee experience, productivity and efficiency. For example, one product focused on the holistic experience of employees from the time they are hired to when they retire or leave their position, informed by data gathered from new hires and employees nearing retirement. In addition, the approach considered the client’s “return on engagement” for employees, where key performance indicators reflect drivers of the employee experience.
In addition to using hard data to provide guidance, Aptive team members coached OIT staff in project management principles and vocational expertise that require more soft people skills, ensuring staff would successfully provide technology and customer service.