1. The document discusses tips for effective change management based on case studies from restructuring the Revenue Commissioners in Ireland. 2. It describes how the Revenue Commissioners' structure had become mismatched to its strategy over time and did not support excellent customer service. 3. A review team recommended a radical restructuring to align structure with strategy and introduce an integrated customer-focused approach. 4. Modernizing tax processes like gift and inheritance tax and implementing new ICT systems also improved customer service and staff satisfaction.

1. Being an effective change manager – tips, tools & tactics Diploma in the Management of Modern Public Service Delivery IPA 22 January 2009 Owen Jacob Dept of the Taoiseach

3. Case study 1 Restructuring the Revenue

11. The organisational iceberg - 1 Overt organisation Structure, technology, objectives, operating systems etc Publicly visible, rational

12. The organisational iceberg - 2 Overt organisation Structure, technology, objectives, operating systems etc Covert organisation Power, influence, ambitions, loyalties, empires, fears, inflexibility etc Hidden, emotional, may not be rational Publicly visible, rational

17. Case study 2 Modernising a tax process

23. Case study 3 ICT enabling transformational customer service

29. Conclusions…

30. How people react - 1 20% 60% 20%

31. How people react - 2 20% 60% 20% Always resist change Need to be convinced & wait to see which way wind is blowing Actively embrace change

32. How people react - 3 20% 60% 20% Always resist change Need to be convinced & wait to see which way wind is blowing Actively embrace change Harness them & temper their expectations & must include leadership

33. How people react - 4 20% 60% 20% Always resist change Need to be convinced & wait to see which way wind is blowing Actively embrace change Main focus of communication & must be won over Harness them & temper their expectations & must include leadership

34. How people react - 5 20% 60% 20% Always resist change Need to be convinced & wait to see which way wind is blowing Actively embrace change Ignore Main focus of communication & must be won over Harness them & temper their expectations & must include leadership

38. Thank you