1. CYSSC - Cluster 2.0 Phase 2 60 Day Communications Plan August 22, 2011 Cluster 2.0 Project Team Medium Sensitivity

2. Cluster 2.0 – Phase 2 60 Day Communications Plan MEDIUM SENSITIVITY Purpose and objectives Purpose The communications plan is designed to raise awareness, understanding and support for the Cluster 2.0 Transformation for the first 60 days following the completion of Phase 1 (while the RFS and Phase 2 planning and preparation is underway) The communications plan is focused on doing this at two levels: Staff: identify and execute communications tactics to create awareness and understanding of Kanban and pilots Leadership: create leadership understanding, alignment and commitment to the transformation vision Objectives Create awareness of Cluster 2.0 and facilitate understanding and continued commitment to Kanban and participation in pilots (staff) and transformation vision (leadership) Prepare leaders with information regarding the program and how to communicate and promote consistent messages with their teams Help audiences understand how and when they will receive information about the program through a variety of channels and on a consistent basis (minimum of every 8 weeks) Continue to engage staff throughout the implementation process 2

3. Cluster 2.0 – Phase 2 60 Day Communications Plan MEDIUM SENSITIVITY Communications Guiding Principles PrincipleDescription Engagement Use face-to-face (high touch) communication where possible, providing the most powerful means of involving people in the transformation and facilitating opportunities for two-way communications Share information – focus on engagement through sharing information with employees Empowerment Empower the cluster and staff to own pilots Empower leaders by providing them with the tools to support the transformation Credibility Messages should be honest, transparent, consistent, simply expressed, jargon free and easily understood Deliver messages in a timely manner to meet objectives and stakeholder needs Leverage existing communication channels, processes and resources (e.g., CIO Blog, Town Halls) Target the needs of specific stakeholder groups; tailor messages to provide the right level of information to each stakeholder group Provide stakeholders with time to “digest” and translate material Expectation Setting Express expectations and impacts clearly and honestly, including the benefits and challenges of Kanban, pilots (do not oversell) while keeping the needs of stakeholders in mind when making decisions Ensure interests and concerns are addressed, and be cautious and thoughtful Measurement Ensure that there are opportunities to gather feedback along the way including formal feedback as well as ad hoc methods Leverage existing communication feedback channels to measure improvements along the way Communicate progress and feedback to key stakeholders 3

4. Cluster 2.0 – Phase 2 60 Day Communications Plan MEDIUM SENSITIVITY AudienceInterest CIO A successful transformation while maintaining business continuity Improved efficiency and effectiveness; greater emphasis on the customer experience (end-to-end) How Cluster 2.0 will work, and what change means for his clients/ the client experience as well as direct reports; role as a leader within the Cluster and across all clusters DM/ ADMs/ Business Directors Greater emphasis on the customer experience (end-to-end) Improved quality, speed and agility of delivery Heads and Directors A successful transformation while maintaining business continuity Improved efficiency and effectiveness; greater emphasis on the customer experience (end-to-end) How Cluster 2.0 will work, and what it means for them and their employees Their role as change leaders with the Cluster who have a vested interested in design and rollout CMC (includes Heads/ Directors and select Managers) A successful transformation while maintaining business continuity Improved efficiency and effectiveness; greater emphasis on the customer experience (end-to-end) How Cluster 2.0 will work, and what it means for them and their employees Their role as change leaders with the Cluster Managers Improved efficiency and effectiveness; greater emphasis on the customer experience (end-to-end) How Kanban and the pilots will work, what it means for them and their employees (where applicable) Their role as change leaders within the Cluster Staff Job security Timely communications How Kanban and the pilots will work, what it means for them e.g., new skills and growth opportunities Union/ Bargaining Units Job security How Kanban and the pilots will work and what it means for their members Maintaining communications with the Cluster management and providing stewardship for their members HR Maintaining communications with the bargaining units, as per agreements Managing Cluster FTE counts Ensuring HR policies and processes are followed correctly e.g., understanding staff impacts, job descriptions, postings, etc. Communication audiences Messages will be tailored to the needs of identified stakeholders and will consider those that are part of multiple stakeholder groups e.g., level of detail, messaging etc. 4

5. Cluster 2.0 – Phase 2 60 Day Communications Plan MEDIUM SENSITIVITY Key messages Vision The goal of Cluster 2.0 is to transform CYSSC into a leading IT organization which is strategically minded, responsive and adaptive in nature, and delivers value to both clients and staff Why are we doing this? In response to increased pressures across the OPS, we are narrowing our technology footprint, resulting in opportunities for our staff to adapt to our new COTS based technology platform. Similarly, as our clients’ expectations and the nature of services they offer evolve, it is critical that we become value driven, people focused and have the ability to continuously improve By providing strategic advisory support and enhanced communications with our client ministries it will better position us as a leader amongst I&IT clusters What benefits can we expect to see? An energetic work environment by modernizing the accommodations, supporting telework and providing collaboration tools The ability to work in a more collaborative manner resulting in improvements to delivery, timelines and quality – making it easier to get things done COTS solutions which will narrow our technology footprint resulting in greater efficiencies and new career options A feeling of empowerment by focusing on value added activities people will be able to make decisions without being weighed down or limited by process Key business drivers Cluster 2.0 will build the foundation for a customer-centric organization. The goal is to provide strategic advisory support to client ministries by having a better understanding of MCYS and MCSS’s needs, improving communications and providing predictable, flexible and fast delivery Cluster 2.0 will enable the cluster to work in a more streamlined and collaborative manner by increasing visibility and prioritization of work resulting in improvements to delivery timelines and quality Cluster 2.0 will create a dynamic work environment by modernizing the accommodations and enhancing telework opportunities with improved collaboration tools, which will provide a best-in-class work environment for staff 5

6. Cluster 2.0 – Phase 2 60 Day Communications Plan MEDIUM SENSITIVITY Key messages (cont’d) What is Kanban? Kanban is an approach based on introducing small changes to our workflow, while limiting the amount of work in progress, visualizing work and tracking it from start-to-finish. Benefits of Kanban include empowering and enabling staff to continuously improve processes What training opportunities will there be? An initial Kanban pilot has been launched for SDMT service requests, with the goal of helping you build new skills by visualizing work you already do, while focusing efforts on better collaborating with your colleagues. The initial pilot team has received formal Kanban, which will continue to be rolled out to future pilots. In addition to the training pilots, staff will have the opportunity to participate in lunch and learns to learn more about these new tools and methodologies. Additionally, an overview of some of the training material on Lean and Kanban will be made available to staff What’s in it for me? By building Kanban capabilities it will help will allow you to deliver your current work faster, ensuring that our clients receive what they want, when they need it The ability to build new skill sets and work in a more collaborative manner resulting in improvements to delivery, timelines and quality – making it easier to get things done 6

7. Cluster 2.0 – Phase 2 60 Day Communications Plan MEDIUM SENSITIVITY Cluster 2.0 priorities 7 To become a client centric IT delivery organization Cluster 2.0 will focus on the following priorities: Strategic Business Relationship Management Becoming a strategic partner and advisor to our client ministries Strategic Portfolio Management & Cross-Ministry Prioritization (Intake) Cluster level planning and prioritization of incoming work Portfolio & Project Management Solutions Delivery & Value Streams (enabled by Lean and Kanban) Delivering solutions efficiently and effectively to our clients (Value Streams vs. dedicated Program resources) Minimizing the technology footprint and leveraging a Cluster Reference Architecture and a Solutions Catalogue Enhancing roles and skill sets of resources e.g. Business Analysts, Solution Architects etc. Partner Management Leveraging partner capabilities to enhance cluster delivery capacity to effectively deliver solutions to our clients e.g..Net COE, COTS vendors Operations Meeting our client’s support needs, operational excellence Cluster 2.0 Organizational Design Developing an organizational structure that empowers and enables staff to reach their full potential BRM To be replaced by new Cluster 2.0 logo following logo contest announcement

8. Cluster 2.0 – Phase 2 60 Day Communications Plan MEDIUM SENSITIVITY Identified Communication Vehicles Existing PlatformUse/ FrequencyReach/ AudienceExamples CMC Meetings Monthly meetings with CMC to discuss strategic/ project status CMCCluster strategy Discuss risks/ issues ESR Weekly meeting with Heads and Directors to discuss project status (delivered by Sudhir Kakkar) Heads and DirectorsStatus report Project priorities for the week Discuss risks/ issues Escalation of issues as needed CIO Advisory Group (Managers) 90 minute meeting with Corbin every six weeksManagersCluster priorities Employee/ project recognition CIO Advisory Group (Staff) 90 minute meeting with Corbin every six weeksStaffTwo-way communication Morale/ feeling on the ground MMC/ SMC Meetings Weekly meetings with ministry senior leadership teamsDirectors and aboveCluster 2.0 updates Town Hall (Spring/ Fall) Cluster wide updates, state of the cluster messaging; recognition & building sense of team All employeesSharing high level progress and developments (e.g., Q&A) CIO Blog Weekly blog posting from the CIO (may include guest bloggers) All employeesVarious topics Email One way communication as neededAll employeesMemo to identified stakeholders Coffee with Corbin TBDSelect volunteersEmployee engagement activity Think Tanks Facilitated sessions to brainstorm and share ideas related to a specific topic Volunteers from across the Cluster; Heads/ Directors Systems Operations in Cluster 2.0 Lunch & Learns Informal sessions to educate participants on topics of interestVolunteersTelework Lunch & Learn Workshops/ Working Sessions Formal sessions to determine future stateIdentified participantsCRM Work Shop Cluster 2.0 Portal Information repository for all Cluster 2.0 material; two- communications platform All employeesCYSSC Portal HR/ Union Disclosure As neededBargaining UnitProject disclosure Cluster 2.0 Governance Committee Bi-monthly governance meeting with Heads and Directors to discuss Cluster 2.0 project Heads and DirectorsStatus report Validate future state 8

9. Cluster 2.0 – Phase 2 60 Day Communications Plan MEDIUM SENSITIVITY ELECTION Communications Plan September – November: Last updated August 22 nd 9 SeptemberOctoberNovember Cluster Management Cluster Staff Ministries/ Broader OPS Cluster 2.0 Governance Committee 14 th 28 h 12 th 26 th 9 th 23 rd 27 th 29 th All Managers Meeting (Kanban Training & Pilot Update) 3 rd to 7 th Kanban Lunch & Learns 12 th SDMT Pilot Update & Video 30 th to 7 th Kanban Poster Campaign 14 th SMC/ MMC Update Pilot Participants SDMT Service Request Pilot (8-12 weeks) Cognos Pilot (8-12 weeks) x Meeting/ Workshop Legend Cluster 2.0 Portal/ Intranet x Email x Milestone x 4 th Town Hall Update 14 th Confirm Wave 2 Pilot Schedule & RFP Update 2 nd CIO Memo 25 th Pilot #2 Update & Video 7 th Q&A Update 23 rd SMC/ MMC Update 7 th HR Disclosure (via Bargaining Units) 28 th ITELC Update 30 th Review BRM Models with Ministries 6 th Cluster 2.0 Portal, Logo Contest & Q&A

10. Cluster 2.0 – Phase 2 60 Day Communications Plan MEDIUM SENSITIVITY 10 Phase 2 60 Day Communications Plan September – November: Last updated August 22 nd Excel Version