/our friends

Appeals Service

Managing Change at the Appeals Service

“We wanted a new and innovative training solution for our organisation; a change from the usual chalk and talk that we deliver in classrooms up and down the country. We wanted something that would be talked about and remembered, training that really captured people’s imaginations. CragRats came up trumps with this thought provoking but fun packed demonstration of what it’s like to be an employee in an organisation going through change. Staff now feel prepared for the emotional aspects of handling change, and are ready and willing to help those colleagues who find this transitional period difficult.”

Joy Lynch, Management Development Training Officer, The Appeals Service

/challenge

The Appeals Service, an executive agency of the Department of Work and Pensions, is responsible for arranging independent hearings for appeals regarding decisions on Social Security, Child Support, Housing Benefits, Council Tax Benefit, Tax Credits and Compensation Recovery. An extensive programme of reorganisation has been introduced, the aim being to provide a quicker response time and greater individual attention to the general public. Internal changes include the implementation of a new IT system and a restructuring of the teams servicing the public.

/approach

CragRats was employed to deliver a rollout of 19 events across the United Kingdom. Focussing on the ways in which different attitudes and behaviours towards a changing environment can be manifested, CragRats delivered a unique schedule of activities. Each activity was designed to help Appeals Service employees manage the changes within their organisation and encourage them to take a more proactive approach in developing the new culture and systems.

The dramatic episodes presented delegates with the agenda for discussion, highlighting the dynamics involved in managing change for all engaged in the process. The workshop seminars and best practice discussion groups were designed to inspire delegates in achieving their personal development and workplace objectives.

/results

• The roll-out of events allowed the Appeals Service to bring together staff from the various regions to share and discuss thoughts and feelings about managing and communicating change
• The events were a break from the norm for the Appeals Service with respect to content and style, resulting in a level of communication and engagement far beyond what they had previously achieved Managing Change at the Appeals Service

//Back to our friends list