1. The Role of Leadership in Transformational Change: A View from the Trenches Karen Copp, Change Manager, Taxpayer Services Department November 14, 2012

2. 2 So How Did I Get to Be Up Here? Quality Improvement/Planning Facilitator at HCMC (1996-2005) Change & Communication Manager for HCMC’s Electronic Health Record implementation (2005-2007) HC TSD Change Manager (2007-present) Baldrige Examiner at national and state level; state level judge (2000-present)

3. Who has received services from Hennepin County (or local government)?

4. Who Cares about Hennepin County Changes? 1.2 million residents (22% of MN population) 44% of budget – health & human services 40% of budget supported by property tax revenue 33% of state’s jobs are in Hennepin County 42,000 businesses 7,400 full time employees

5. Hennepin County Health and Human Services Libraries Public Safety Public Works General Government

7. Our Environment Demand for “smaller government” Budget decreases (5 years in a row) Inability to significantly increase taxes Economy has generated more demand for our services –Cash assistance payments up 10% –Food support cases increased 69% –Monthly calls to Child Protection up 28% Mandates, statutes, working with state legislature takes time (years)

8. Transformational Change Ongoing Successes –Cool County –Recycle HalfRecycle Half –Evidence Based Practices –eGovernment Transactions –Client Service Delivery Model

12. What’s Needed for Transformation A clear reason for change Business need for change Desired future state ROI (results/outcomes)

13. What’s Needed for Transformation Leadership Participate actively and visibly throughout the project/initiative Communicate directly with employees Build a coalition of sponsorship

14. What’s Needed for Transformation Understanding Change Saturation Change happens one person at a time Change capacity Change disruption

15. Summary Managing transformational change requires –Communicating the business need –Actively and visibly participating –A guiding coalition based on who’s affected

16. Questions? Comments?