Tracy Empringham

Responsible for delivering Change Management and Business Analysis deliverables for NG9-1-1 Telephony implementation projects for municipal clients across Canada.

CSE is a consulting firm which provides management, technology and social innovation consulting services to clients across public and private sectors. Our solutions are always clear, simple, and executable (CSE).

Responsible for leading Change Management activities for complex Salesforce Marketing Cloud implementation, and leading Business Transformation activities, ensuring transition to new operating model is planned and implemented successfully.

In this position, as in previous OCM roles, I leveraged two decades of Project Management and Process Improvement experience to collaborate with Management teams, stakeholders and partners. My brief was the replacement of the ministry's 911 telephony system, in particular responsible for Training, Communication and Process Standardization - impacting 1150 call centre operators and staff. A critical element involved negotiating differences in focus and agendas between Business and IT teams, advocating for user participation throughout design and implementation. I ran workshops with all stakeholders and documented outcomes, reporting on status of standard operating procedures, risk assessment and potential for improvement with new system features and advances. I was able to master operational aspects of the vendor supplied software, acting as in-house SME and advising vendors on obstacles while developing training documents. I drove a multi-channel communication strategy to engage, motivate and inform all stakeholders of progress, benefits, and real-life examples of successful adoption (newsletters, feedback forums, etc). I left the department with a sustainable, user-designed and user-friendly solution.

Contracted to manage the Finance Change Management and Training department while providing oversight and strategies for nation-wide change management activities for 30+ Finance department transformational projects. Developed Change Management methodology and toolkit.

Contracted to lead change management strategies for nation-wide program implementations as well as build internal change management capacity within CBI.

Developed the Business Requirements Document through information gathering sessions, outlining Lumency’s business needs and expectations for a new IT solution as well as Process Flow Chart and Conceptual Business Model design documents used in internal training documents and client presentations. Provided Project Management services and researched IT solutions / options to ensure short-term and long-term requirements were met.

Delivered solutions to drive business optimization, offering strategic management advice on planning and HR operations, identifying cross-departmental barriers and providing options and solutions to remove barriers. Conducted Carrier Safety & Enforcement Branch updates based on current research and data, evaluated organization charts, functional alignment and service offerings, and developed short-term/long-term organizational structures. Developed presentation materials for senior executives (Director, Executive Director, Assistant Deputy Minister and Deputy Minister).

Served in leadership role for a team of FFS and FTEs, conducting a review of the current organizational structure and process maturity / functional landscape for the 6 branches in the Division. Results included recommendations to re-align functions, re-organize the division and to improve 40+ individual processes. Designed and developed multiple organizational models, meeting or exceeding goals and stakeholder expectations and conducted detailed process documentation and time & workload analysis. Overarching outcomes included the streamlining of key processes, development of future goals, improved organizational structure and a strategic change management roadmap to move forward.

Assessed current state business model to identify business improvement opportunities, resulting in the development of change management, transition and implementation plans as well as implementation of initiatives to improve pain points and underperforming areas by recommending a transition to a functional organization structure.