Monthly Report #14

The team conducted all meetings and outreach virtually to ensure continuity of services to the client and its stakeholders. Lesley Hsu, Change Management Associate, attended the Prosci Change Management Certification Program from December 8-10, 2020, and received her Prosci Change Management Practitioner Certification. This professional development opportunity aimed to expand the CM expertise on the TCMST. The TCMST closed out their activities with the Agency Approach to Field Services (AAFS) Team in the Management Bureau's Office of Management Policy, Budget, and Performance (M/MPBP) this month. The AAFS Customer Service Assessment report was completed, and a 1.5-hour virtual Learning Session was facilitated with M/MPBP's Performance Division on December 15, 2020, to reflect on the report findings and begin to think about how to move forward with developing a customer service culture strategy for USAID. The TCMST and DDI Change Management (CM) Working Group Lead attended a DDI Front Office Meeting on December 7, 2020, and presented on DDI's progress on the team building process and provided recommendations for future DDI CM actions and activities to DDI's Assistant Administrator and Deputy Assistant Administrators (DAAs). These recommendations included establishing a program manager position in the Front Office, revamping DDI's CM Working Group, continuing DDI's Pulse Check, and investing in professional CM support. The TCMST maintained their bi-weekly meetings with the DDI CM Working Group Lead and coordinated with her on DDI's CM-related activities. Two activities planned for 2021 include CM trainings for Operating Unit (OU) Directors and next-level down supervisors/leads and facilitation of sub-OU teambuilding and cross-OU coordination and integration. The TCMST supported DDI OUs with OU Formation through the Nine-Step Team Building Process. The bulk of the TCMST's work in December was focused on facilitating process mapping workshops and drafting process maps for the Administrative and Management Services (AMS) Office. The TCMST also met with the Local, Faith, and Transformative Partnerships Hub (LFT) Team to advise on future retreat agendas and met with the DAAs of the Program Office and Innovation, Technology, and Research (ITR) Hub to discuss teambuilding retreats and scheduling of interviews. On December 2, 2020, the TCMST facilitated the kick-off meeting for the Center for Economics and Market Development (E&MD) Task Force. On December 17, 2020, the team moderated a Q&A Session with the DAA for the Gender Equality and Women's Empowerment (GenDev) and Inclusive Development (ID) Hubs. The TCMST successfully finished all the one-on-one interviews and began hosting harmonization workshops in December. The team completed harmonizing workshops for 1) Badging, 2) Onboarding, 3) GS Staffing, 4) FSO/FSL Staffing, and 5) Awards and Training. The TCMST plans to complete the rest in January 2021 (AOR/COR and Procurement, and CIO Requests, RSA Tokens, and Assets Management). The TCMST designed two process mapping documents as a part of the process mapping exercise: A Process Mapping Supporting Document and A Change Process Governance Document. These documents aim to standardize a documentation process, assist with cross-training of team members, and clarify roles and responsibilities. The TCMST facilitated an E&MD Task Force Kick-off Workshop on December 2, 2020, which was attended by the DAA and designated staff who will be leading actions on previously identified key focus areas. The TCMST provided guidelines on developing a Team Charter and walked staff through the five focus areas to clearly define their goals and activities. The TCMST also provided E&MD with a SWOT analysis based on outcomes from the E&MD retreat and provided suggestions on next steps. The TCMST met with the GenDev and ID Hubs to discuss their CM-related activities and provided recommendations for future CM actions and activities. The team also met with the DAAs of the Program Office and ITR Hub to discuss teambuilding retreats and scheduling of interviews. The TCMST's activities with each Center/Hub/Office are described in more detail below. A graphic on the next page provides a quick snapshot of the progress of DDI OUs in the team building process.