AI Change Management Playbook¶

Ready to Use

Purpose¶

This playbook provides a structured approach to managing the people-side of AI change in government. It addresses the unique challenges of AI adoption including workforce concerns, skills development, cultural change, and building trust in AI systems.

Quick Reference¶

1. Understanding AI Change¶

1.1 Why AI Change is Different¶

1.2 Common AI-Related Fears¶

1.3 AI Change Readiness Indicators¶

2. AI Change Framework¶

2.1 The ADAPT Framework¶

A - Assess readiness and impact
D - Design the change approach
A - Align stakeholders
P - Prepare and build capability
T - Transition and sustain

2.2 Phase 1: Assess Readiness and Impact¶

Objectives: - Understand current state - Identify change impacts - Assess readiness - Identify risks

Activities:

Change Impact Assessment:

2.3 Phase 2: Design the Change Approach¶

Objectives: - Define change strategy - Plan communications - Design training approach - Establish governance

Change Strategy Canvas:

Design Principles for AI Change:

1. Co-design with users - Staff help shape AI implementation
2. Start small - Pilot with willing early adopters
3. Iterate based on feedback - Continuous improvement
4. Celebrate successes - Share positive outcomes
5. Be honest about challenges - Acknowledge difficulties

2.4 Phase 3: Align Stakeholders¶

Objectives: - Secure leadership commitment - Engage unions/staff representatives - Build coalition of supporters - Address key influencers

Stakeholder Engagement Plan:

Leadership Alignment Checklist:

• Executive sponsor identified and committed
• Leadership team aligned on vision
• Middle managers briefed and equipped
• Governance structure established
• Resources allocated
• Accountability clear

2.5 Phase 4: Prepare and Build Capability¶

Objectives: - Develop skills and knowledge - Create support materials - Establish support structures - Ready the organization

Capability Building Framework:

Training Curriculum:

Support Structures:

2.6 Phase 5: Transition and Sustain¶

Objectives: - Execute the transition - Support through change curve - Embed new ways of working - Sustain and reinforce

Go-Live Support Plan:

Sustaining Change:

3. Communication Strategy¶

3.1 Communication Principles for AI¶

1. Be transparent - Explain what AI does and doesn't do
2. Acknowledge concerns - Don't dismiss fears
3. Be specific - Avoid vague reassurances
4. Be consistent - Same message from all leaders
5. Be ongoing - Not just at launch
6. Two-way - Listen and respond

3.2 Key Messages Framework¶

3.3 Communication Timeline¶

3.4 Communication Channels¶

3.5 Addressing Frequently Asked Questions¶

4. Workforce Strategy¶

4.1 Workforce Impact Analysis¶

Impact Categories:

Role Transition Planning:

4.2 Job Security Commitments¶

Consider providing clear commitments such as:

4.3 Skills Development Strategy¶

Skills Framework:

4.4 Career Pathways¶

5. Resistance Management¶

5.1 Understanding Resistance¶

Resistance Sources:

5.2 Resistance Response Strategies¶

5.3 Resistance Indicators¶

Watch for these warning signs:

5.4 Building Trust in AI¶

6. Union and Staff Representative Engagement¶

6.1 Engagement Principles¶

1. Early involvement - Engage before decisions are final
2. Good faith - Genuine consultation, not just information
3. Transparency - Share information openly
4. Respect - Value union role and expertise
5. Action on concerns - Respond meaningfully to issues raised

6.2 Consultation Requirements¶

6.3 Common Union Concerns¶

6.4 Dispute Resolution¶

7. Change Metrics and Evaluation¶

7.1 Change Success Metrics¶

Adoption Metrics:

Sentiment Metrics:

Business Metrics:

7.2 Pulse Surveys¶

Sample Questions:

Survey Schedule:

7.3 Evaluation and Adjustment¶

Change Health Check:

8. Templates and Tools¶

8.1 Stakeholder Impact Assessment Template¶

8.2 Communication Plan Template¶

8.3 Training Plan Template¶

8.4 Resistance Log Template¶

8.5 Change Readiness Checklist¶

Leadership: - [ ] Executive sponsor identified and active - [ ] Leadership team aligned - [ ] Resources allocated - [ ] Governance established

Communication: - [ ] Key messages developed - [ ] Communication plan approved - [ ] FAQ prepared - [ ] Channels identified

Capability: - [ ] Training curriculum designed - [ ] Training materials developed - [ ] Trainers prepared - [ ] Training scheduled

Support: - [ ] Help desk prepared - [ ] Champions identified and trained - [ ] Escalation paths clear - [ ] Feedback channels established

Stakeholders: - [ ] Union consultation completed - [ ] Staff informed - [ ] Managers equipped - [ ] Resistors addressed

9. Case Study: Successful AI Change¶

9.1 Background¶

A government agency implemented an AI system to assist with processing citizen applications.

9.2 Change Approach¶

9.3 Results¶

9.4 Lessons Learned¶

1. Early co-design builds ownership
2. Visible leadership sponsorship essential
3. Job security commitments reduce anxiety
4. Training investment pays off
5. Ongoing feedback channels prevent issues festering

10. Appendices¶

Appendix A: Change Management Resources¶

Appendix B: Sample Manager Talking Points¶

For team meetings:

"I want to talk about [AI system] that we'll be implementing. Here's what you need to know:

• Why: [Purpose and benefits]
• What it means for you: [Role impact]
• What's NOT changing: [Continuity elements]
• Timeline: [Key dates]
• Training: [What support you'll get]
• Questions: [Encourage questions]

I know change can be unsettling. I want you to know [job security commitment]. We're here to support you through this."

Appendix C: Glossary¶