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“You’re always going to have people who don’t like change.”
That’s what Danielle Jefferson after her organization’s recent adoption of the MCCi Community Development platform.
If you’ve ever overseen a software implementation, you’ll recognize the truth of what she says. Especially if you’re in the public sector!
You can have the most user-friendly system in the world, and it can save you hours each week. But you’re still likely to face a certain degree of resistance. It comes from both internal users and members of the public. They’re used to doing things in a particular way and don’t see the need to change now.
So, how do you get reluctant team members and customers on board?
We spoke with Danielle, Certified Permit Technician for Planning and Development Services of Kenton County, KY, and Kaitlyn Lewis, Financial Analyst at the City of Grandview, MO, about their experiences implementing MCCi Community Development. These are their takes on change management.
Dealing with Community Resistance
Both Kaitlyn and Danielle said that they occasionally face pushback from customers in the community.
“We still have people come in asking if they can just do the paper occupational license application,” Kaitlyn said. “So the biggest way we got past that was just reiterating that in the future it’ll make it a lot easier.”
And it wasn’t just talk: “We got to back that message up with our license renewals.”
That’s because with the MCCi platform, it only takes contractors 1-2 minutes to submit their license renewals. The system pre-populates most information into the license renewal form based on information about a contractor that’s stored in the database.
“That made renewals super easy,” Kaitlyn explained. “We got hundreds of renewals the same day we sent out notices, which is the quickest turnaround we’ve ever had. Normally it would take a couple of weeks before we started seeing a big response.”
Similarly, Danielle said that some customers don’t want to create an account because they think they’ll only need it once. Her response: “Just think, a couple of years from now, if you need to find your zoning permit, you can look that information up. There’s the information from years back. I understand where they’re coming from, but I would want an account just so I can keep all my information in one place.”
At that point, most users will agree to create an account.
Show, Don’t Just Tell, the Benefits
But it’s not only external users who sometimes need a little encouragement to make a change. Internal users need to understand the benefits of a new system to buy in, too.
Danielle said she focused on improved collaboration between staff members.
“There’s better communication between teams. We can see each other’s notes. You can search for an address, and all the information that pertains to it pops up in one place rather than in different areas. So that makes it easier if we’re looking for something.”
Kaitlyn found a way that she says is even more effective than showing the benefits herself: Letting other departments do the convincing.
“We had one person who initially said, ‘No, my stuff’s too hard to automate. You won’t be able to.’ She flat-out refused. But a couple of months ago, she came to me and asked, ‘When is my stuff going to be put into the new system?’”
How did the transformation come about? Once again—licensing renewals. The former nay-sayer was still printing letters, stuffing envelopes, and waiting on responses through snail mail. But she saw that her peers in other departments were watching theirs come in automatically. That was the lightbulb moment she needed to change her mind.
Listen to Ideas and Concerns
Danielle and Kaitlyn both emphasize the importance of talking to your team about what’s working well for them and what’s not.
“I did check-ins with every department to see if we were having any issues and what their concerns were,” Kaitlyn said. “If needed, we would set up trainings with MCCi or I could walk them through one-on-one.”
MCC Community Development is easy to configure. So when someone brings an idea to the table, Danielle and Kaitlyn can often make it happen.
Danielle added, “People come and say, ‘What if the system could do this?’ And I’ll put it on the list.”
Of course, not every idea can be implemented. But when people understand that you’re working to meet their needs, they’re often willing to be more flexible.
Kaitlyn said, “Really, just talk to the people you’re working with and that’ll help. Make sure that they still feel like their opinion is valued.”
‘Get on the Bus or Get Under the Bus’
Users at Kaitlyn’s organization have had a few months to get used to the system. Kaitlyn said that the feedback is overwhelmingly positive at this point. But there are always going to be some detractors.
“I want to make everybody happy,” she admitted. “And it’s not that I haven’t tried, but there’s always going to be at least one person who isn’t happy no matter how many hoops I jump through.”
At that point, she says that people just have to recognize the way the world is moving.
“We are moving to an online world and while yes, we’ll still have paper and some stragglers for a while, within 10-20 years everything is going to be online. You get on the bus, or you get under the bus.”
Let’s Talk
Resistance to change is just a fact of life. But with the right strategies, you can turn software skeptics into spirited supporters.
- Communicate Benefits: Show how the new system simplifies tasks and improves efficiency.
- Listen and Adapt: Value team feedback and make adjustments where possible.
- Encourage Peer Influence: Let successful users share their positive experiences.
Danielle and Kaitlyn’s stories show that it’s possible to overcome resistance and make a smooth transition. It just takes a bit of patience.
If you’re ready to make your permitting and licensing processes more efficient and user-friendly, reach out to MCCi. Let us help you navigate the transition and ensure success for your team and community. Fill out the form below and contact us today to learn more!