When faced with a changing marketplace or regulatory environment, a new technology, or a required shift in strategic direction, an organization’s established culture can impede progress and require change. As a case in point, one could argue the U.S. federal government is faced with just such a challenge as it deals with external and internal changes.
Externally, emerging cloud technologies and solutions are changing the way that documents are stored, shared, and updated. With regard to culture, cloud solutions will unleash important methods to support a new era of cross agency cooperation and an improved ability to harness intellectual capital and leverage the power of virtual teamwork.
Recent changes in the European financial markets will require global commerce policy to be more sensitive to how the U.S. responds. Changes to Swiss National Bank policy stunned financial markets and had a tangible impact on trade. Further, the recent and unexpected changes in Greece’s government are challenging the way governments are supported with loans and subsidies.
Internally, the declining trend in Employee Viewpoint Survey (EVS) scores suggests that each agency may need to reexamine the way in which it defines and manages its culture. Questions from EVS results regarding culture flow include:
- Do values exist and are they real, visible, and connected to agency mission?
- Does the current culture foster openness and contribution to decision making such that the workforce feels engaged with a vested and accountable interest?
- Are leaders sufficiently prepared to lead others?
If agencies are to drive new policies and practices into their operations to satisfy necessary changes related to the above circumstances and deliver the highest degree of value to constituencies, a culture change initiative might be required to support new practices, processes, and policies.
What is involved in changing organizational culture?
A deliberate culture change process should follow three critical steps.
- Awareness—an agency must communicate the change and establish the reason for change. In this regard, agency leadership must clearly and deliberately address the question why. Once the workforce understands the need for change, there is a greater likelihood that the workforce will accept the need for change. Not everyone will embrace and agree to the change, but awareness does help in the move to acceptance.
- Informing and Training—to move the organization from awareness and acceptance to the desired state of buy-in and participation, senior leadership must message the specifics behind the why. The agency must discuss more than just what has prompted the change. It is also important to establish what consequences exist if the change does not happen. Moreover, with a future desired state established, leaders need to be trained in leading others through training, building trust for change, and maintaining levels of customer service.
- Measures, Milestones, and Structure—what gets measured and discussed will get done. As with any project, a change initiative should have specific success criteria, supporting metrics, and a schedule for tangible indications of change. Additionally, an organizational structure should be established to manage the change effort. This structure could take the form of an executive steering committee, a task force comprising individual contributors, midlevel managers, and senior leadership, or a program management office (PMO).
To succeed in a changing world, organizations need to periodically evaluate the external and internal environment with an eye toward trends or conditions that warrant adjustments in practice. Culture can hinder progress—or, with proper foresight and training, it can help smooth the way toward change.