Novopay Change Readiness and Engagement Survey #2

1. Novopay Change Readiness and Engagement Survey #2 7 August 2012

2. Contents Recap – the Novopay Change Readiness and Engagement Approach The August Change Readiness Survey Results Highlight of first Change Readiness Survey Results

3. Recap – the Novopay Change Readiness and Engagement Approach and its objectives We want to measure Novopay user readiness and perceptions, and understand this information against the authorised users commitment level that can be used to assist in: • Giving an overview of Novopay authorised users commitment towards the change • Reveal organisational change patterns over time • Pinpoint the current level of confidence in delivering future change • Identify gaps between current and required change dexterity and points for intervention if needed • Define and align change management action steps to close the gap • Highlight the actions the Novopay leadership need to take to help ensure the success of a programme

4. Recap – the approach is to align Change Engagement activities with the Novopay Programme timeline for greater impact May June July September Pulse Checkpoint Pre Go-Live Readiness Post Go-Live Initial Change Assessment • Confirm stakeholder/ leadership groups for engagement • Confirm Change Readiness approach with leadership • Refine Change Readiness Tools to align with leadership and programme vision • Revised Change Readiness Tools for programme checkpoint • Create key messages • Engage and prepare stakeholders • Monitor programme change readiness • Develop pre go-live readiness communications • Create pre go-live readiness survey • Monitor programme change acceptance • Develop post go-live acceptance communications • Create post go-live acceptance survey Tasks • Initial Readiness Assessment Communications Recommendations • Change Readiness Survey • Change Readiness Matrix • Findings and Actions Report • Pulse Readiness Assessment Communications Recommendations • Pulse Readiness Survey release • Readiness findings report on feedback loop or follow up recommendations • Pre go-live Readiness Assessment Communications Recommendations • Pre go-live Change Readiness survey • Readiness findings report on feedback loop or follow up recommendations • Post go-live Acceptance Assessment Communications Recommendations • Post go-live Change Acceptance survey • Post go-live Change Acceptance matrix and findings report • Lessons Learned Deliverables Output Initial Assessment Report Pre go-live Assessment Report Checkpoint Assessment Report Post go-live Assessment Report  To launch survey end Sept Survey launched on 11 May Combining two surveys into one. Launched survey #2 on 2 Aug and it closes off on 8 Aug.

5. Survey questions are based on 5 areas that are proven enablers of change:Awareness, Understanding, Communication, Commitment and Internalisation

6. KEY May Survey August Survey Survey questions are based on 5 areas that are proven enablers of change– Awareness, Understanding, Communication, Commitment and Internalisation • Individuals understand the change impacts to the organisation and their functional area • Individuals are aware of basic scope and concepts of change • Individuals have heard about the change • Individuals make the change their own and create innovative ways to use and improve • Individuals feel committed to the change and that their organisation is supporting that commitment

7. Responders user status in Novopay • 731 (13% of) Novopay users responded to the survey • The responders came from 660 (or 27% of) schools

8. Survey results at a glance

9. Survey results at a glance (cont’d)

10. Novopay User Engagement Survey #2 (August) What are we hearing from the comments section of the survey? A lot of the Novopay authorised users seem to be frustrated with Beta, System access and password issues. There are six main themes that came through in the comments we received from survey respondents. 1.System/Passwordissues 4. Feeling nervous/unprepared 2. Frustrated with Beta 5. Positive notes 3. Service Centre Issues 6.Angry Birds/Lack of Confidence

11. 1.System/Passwordissues Novopay User Engagement Survey #2 (August) – User comments • Whoever has time to do practice runs?? Tried once and it was S...L...O...W... and couldn’t waste any more time on 'waiting' - do hope that this will improve by end August! • Can't access NovopayBeta to practice - so don't feel confident about using the system as yet. Awaiting passwords etc so hopefully that will happen soon!!! • NovopayBeta not being a trusted site with SchoolZone, surely this could have been tested prior and all Schoolzone schools notified that we needed to do something. Passwords dropping off from one session to another. My Principal and I have wasted a lot of hours trying to sort out technical issues and waiting for responses via email or no response at all. • I have experienced huge problems gaining access with passwords. Although that is resolved, I was unable to enter the training modules yesterday (Sunday)! Extremely frustrating! I found the starter module extremely slow and at times irrelevant. • I have found it very difficult to get started on the training due to password issues and very unclear instructions, e.g. it doesn't say you need sound when using the training..... However, on the plus side I have found the phone staff extremely helpful. • I am having no success with NovopayBeta. Even the simplest tasks result in the page not being able to be displayed so have managed absolutely nothing so far. My questions have still not been answered. • I have found it frustrating and difficult to log into the training modules. Payroll is only part of my position and I have had little time to get around these issues and consequently am not feeling very confident in any aspect of Novopay. • For a small rural school with really poor internet connection this is a disaster. The training modules go so slow. I teach all day every day, I cannot do the training in the weekend. Do I feel positive about this .... Absolutely NO! • I have had major issues with passwords etc as I work at two schools. I have been completely unable to access NovopayBeta at either school!!!

12. 2. Frustrated with Beta Novopay User Engagement Survey #2 (August) – User comments • I have been very frustrated trying to use NovopayBeta. The information I entered for PP2506 as suggested came up with lots of error reports even though the data was correct. While I am going back to practice with some of the modules I am finding the Beta too frustrating. I have spoken to another school who is having the same problems and our Principal has commented that she has heard comments at meetings also - so hopefully when it goes live it will be sorted. I have requested hands on training rather than on line so our difficulties can be dealt with first hand. Our school is prepared to host a training session for approx. 25 people if that is possible. I am also concerned that the only 'training' before the modules was just an overview of what we could expect - hands on training before now would have been preferable. • I DO NOT think Novopay is ready to start on the 20th August. The Beta site has errors, does not show allowances for staff - has fields to fill in that are new and we do not understand what they mean - you cannot run a report to check what you have entered into the system before "posting and validating" the info. I feel that as a user the beta site is unreliable - as every time I enter data into the system - it shows up errors. What will the help desk be like when running live with regard to answering queries and errors. I am not confident that this new system will work correctly and pay the staff accordingly. I would recommend that a parallel run of a pay fortnight be introduced so we can process the pay normal way - and then complete a dummy run with Novopay with the report working correctly. This would also help with the new processes required to run the new system. • I have been trying to recreate SUE2506 on NovopayBeta as suggested by you but cannot get even simple things like extra hours and allowances to work as Novopay either refuses to recognise staff members who work at the school or says they are not entitled to these allowances. I'm finding this very frustrating as these are basic pay allowances that are paid out every pay to the staff at this school. trying the scenarios you suggest doesn't work in NovopayBeta so how is it going to work when you go online for real. This has been a very unsatisfactory rollout for something so important. • I can access NovapayBeta but it has no functionality to practice with, the data is a mess and I have no other way of practicing. All my calls for help have fallen on deaf ears. We have asked another school secretary to help out but she is further behind than me. We have no way in --- of being ready. After the training I was very optimistic but after trying to work with NovapayBeta I feel sick. I am responsible to make sure people are paid accurately yet I have no way of ensuring this.

13. 3. Service Centre Issues Novopay User Engagement Survey #2 (August) – User comments • I know you are having issues with volumes of enquiries, but after waiting 5 days for a reply regarding the mock run accuracy (variance between transaction and SUE report), the only reply has asked me a question which is clearly answered in my initial enquiry. Are they just trying to clear out queries to make the numbers look good or can we get answers on the accuracy of your output. Very disappointing and gives no confidence in the accuracy of Novopay. • I have been frustrated by the amount of time taken to reply to queries by email and also can often not get through to anyone by phone. • I could not get through to the support line at one stage this week which was frustrating. If I email, I am not getting the answers that I am looking for. The ones I get are the ones from the guides, which I have already checked and they do not fully answer the question. I am going to just wait and see what happens when it goes live and hope my questions are answered then. • Training seemed to go well, but after receiving the transaction report and SUE report there are many issues that I need answers to. I have emailed the help desk 14 queries which I hope will all be resolved before going live. I am considerably concerned about getting all staff paid correctly. • My training has been held up by your inability to send me the password to go online to continue. Frequent requests have failed to get this password sent to me! • It is still very confusing and the questions I ask take days to answer

14. 4. Feeling nervous/unprepared Novopay User Engagement Survey #2 (August) – User comments • Don’t know how to download a daily transaction report. Not sure about what we need to do on a daily basis...would like a plan for the week of daily/ weekly tasks. • Still struggling here. Not sure about uploading timesheets - what gets uploaded and what gets entered online. Also, don't know how to process part of day e.g. 2 hours etc. Will keep going with practice scenarios but certainly not confident yet. • I feel very unprepared for this change. The tutorials were OK but as the things on them weren't the main issues I come across on a daily basis I didn't feel a lot better off when I had finished. It would have been far better to have been able to have seminars where we could actually speak with a person. I am also concerned that I was not employed as a pay clerk and really don’t have the expertise that the pay centres have had up until now. I have had trouble printing off info for an audit trail and again I am not sure if this is my lack of knowledge or the system. Again I reiterate that I feel very unprepared to be touching peoples pay records. • Unsure whether I am ready for Novopay or not. Have experienced endless problems gaining access to the site. After reading the last newsletter stating the problems Novopay are currently having re access and answering emails I wonder how well it will work. • I am finding Novopay very complicated and do not understand much about entering information despite practising for many hours. Lots of problems with access - very little help given, long delays and often not answered at all. Very concerned that I will not be able to do payroll correctly when it rolls out. • Cristy and I are feeling a little snowed under by all of this and have not had any time to become familiar with it. Quite frankly I am worried. • Even with all the practice still not confident. • I really don't think I will be able to do this. • Access to NovopayBeta to do practices is very difficult. At this stage I have not been able to do any so am feeling totally overwhelmed. With the start date looming this does not make for stress free work. Alongside this, in a busy office we also need to do all the other tasks related to our position.

15. 5. Positive notes Novopay User Engagement Survey #2 (August) – User comments • Good communication. Have had no difficulties. Cheers • Please let it work! :) • Thanks for support so far. • All set ready to go and hoping to see the forms very soon. Enjoyed all the contact with the help desk and am sure all will be great on 20th thanks. • I have full confidence in my office manager’s competence with Novopay and have been working closely with her on implementation.

16. 6.Angry users Novopay User Engagement Survey #2 (August) – User comments • NovopayBeta is the worst system I have ever encountered. I have tried on different occasions to do the practice scenarios without success! The system just keeps coming up with error after error. If this is an indication of how un-user friendly this system is then heaven help us all!! • Cannot get into Beta to practice anything. Have tried for two days and have tried phoning for two days. As yet have had no response to my plea for help. I AM COMPLETELY STUCK AND WILL NOT BE ABLE TO DO ANY PAYROLL AT THIS RATE. • This is a far bigger job than I ever imagined that was being put onto the normal admin staff. Every time I enter I strike problems with either what details have been entered or the result of them. i.e. sick leave of one day - showing they have no sick leave when in fact they do! Don't understand these replies. Am a long way from feeling confident with this programme. • I am far from confident that the transition will go smoothly and that I will be able to get the help I need from the service desk. We are not payroll people yet are expected to be and should therefore be having more in-depth training. Payroll knowledge does not happen overnight nor with sporadic online training when you have to try and fit it in around your already full time job. • I have been extremely disappointed and upset getting passwords, waiting for calls to be answered, talking to a person, then finally doing a totally irrelevant quickstart practice scenarios. I am a teaching principal , with slow internet , I have not got time to play these games . No I am not ready and I have told Novopay it is their fault and my employees better be paid !!!! They need to wake up their ideas and the web site needs to be more helpful. It is not clear at all . I still need help to be ready . • I've asked for help via email and waited days for a response. The site is not intuitive and leaves a great sense of anxiety for me and my experienced office staff.

17. Appendix May Survey Results at a glance

18. Highlight of first Change Readiness Survey Results (May 2012) No of respondents Slide 18