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TAKING THE PULSE II
A Global Case Management System (GCMS) Change Management Survey

Summary of Findings

GLOBAL CASE MANAGEMENT SYSTEM

Broad support for the integration of existing case management systems remains strong, with four in five who endorse the concept, and nearly as many (75%) who claim they have a clear understanding of the reasons why GCMS is being implemented.

While results highlight a growing awareness among staff of the GCMS Project, its objectives and the inherent benefits associated with the new system, they also underscore a growing familiarity with the initiative — up as much as 17% in BC, Quebec and the Atlantic Regions since our last survey in October, 2003. Also consistent with improved awareness and understanding, there has been a considerable improvement in the proportion that is familiar with the incremental approach to implementation (71% — up 25%).

Although pockets of uncertainty remain, over half of survey participants (up 12%) express confidence that GCMS will meet their current system needs. Once implemented, many expect it will have implications for how applications are currently processed (69%) as well as other related departmental processes such as the organizational structure, training and staffing (55%). A strong majority expect the new system will enhance the overall efficiency (67%) and reliability of information (68%) used.

A growing awareness of senior management support (71% — up 15%), coupled with 69% of respondents who recognize their own personal responsibility for contributing to the successful implementation of GCMS, underscores a strong engagement among all ranks in facilitating the implementation of this initiative.

Improved awareness corresponds with extensive outreach and communications efforts of the GCMS Project Team in recent months. One in two survey participants (up from 27% last year) were aware that the GCMS Team consults regularly with representatives from throughout the Department/Agency. Sixty percent recalled having seen or read Spotlight on GCMS, a newsletter specifically devoted to the Project, with an additional 24% who claim to have recently visited the GCMS Intranet site.

This being said however, results identify certain areas that warrant particular attention. Only half of those participating in the survey were aware of who to contact if they had questions about GCMS, slightly fewer (42%) claimed they received periodic updates from supervisors/managers and only 34% had a sense of what training provisions had been established for the Project.

MANAGING CHANGE

Broad change management indicators have for the most part remained unchanged since last year. Most continue to demonstrate a keen receptivity to change in the workplace, but are notably more critical in their assessment of colleagues.

Staff are considerably more likely to acknowledge efforts of senior management in facilitating the implementation of new programs, but remain wary of insufficient resources to support these initiatives.

Although modest improvements are evident relating to both the adequacy and efficacy of information provided on new operational processes, generally speaking the internal sharing of information maintains only a lukewarm appraisal.

For more information, please contact:

Public Opinion Research and Analysis Unit
Communications Branch
Citizenship and Immigration Canada
(613) 957-2685