Feedback Focus Group for Agents and Trainers

With the completion of the project's first release, the implementation team would like to obtain our local Change Agents and GEMS Trainers view on how well GEMS is being accepted in our workplace and the implementation approach that was used. This will allow the GEMS team to determine which areas of the implementation approach can be re-used or improved on for the second release. To obtain these views, two feedback focus group meetings were held separately for our Change Agents and Trainers respectively on the final week of June.

How was it conducted?

The feedback focus group was conducted in an exploratory manner where Change Agents and Trainers were free to discuss any issues and concerns that was raised at the time. Facilitated by the Change Management team, the discussions were based on the following topics:

• The HR Users and Self Service Users general consensus of GEMS

• The level of acceptance of GEMS in our daily work life

• How well our departmental managers are accepting GEMS

• What significant concerns are there with the implementation of GEMS in R1 (Release 1)

What Our Local Change Agents and Trainers Said

During the Focus Group Interview, the interviewees consisting of Change Agents and Trainers Network from each department collectively commented on the following:

1. A mixed reaction was received from the HR and Self-Service Users since the system has gone live. One of the common reasons why some of the HR users have not fully utilized the system is that they do not have the time to use it and are just not comfortable with it. Some users still prefer to do the manual process, i.e. preparing and sending memo, rather than sending a request through GEMS.

    

2. In terms of adoption, not all line managers within the rolled-out departments have sent out any requests as they have not had the time to receive coaching from their Trainers. This is crucial as without the support or adoption from the line managers, their staff do not see the importance of GEMS.

    

3. Another concern that was raised was about the offline processes. Different departments have different procedures and there is no clear guideline on the offline processes that needs to be done aside from the online process.

Learning Points From the Feedback Focus Groups

The collective feedbacks and improvement points that was gathered from our local Change Agents and Trainers were consolidated into the entire GEMS Survey results. Several mitigation strategies has been drawn up to address key issues that were identified in the survey results. Click here to know what they are.

Back to top.