# Transport Digitalization Project — Change Management Playbook

## Playbook Overview

| Item | Description |
|------|-------------|
| **Applicable scenarios** | Change management around go-live of transport-digitalization projects (ITS platform / TOCC / AI signal control / data governance, etc.) — ensuring the system is not only "launched" but "adopted" |
| **Core philosophy** | 70% of transport-digitalization failures are not due to weak technology, but to people not accepting, not knowing how, or not wanting to use it. Change management is not a "soft skill" — it is a hard condition for project success |
| **Key data** | Without change management, user adoption <40%; with systematic change management, adoption can exceed 80% |
| **Change models** | ADKAR (Awareness → Desire → Knowledge → Ability → Reinforcement) + Kotter's 8-step + transport-project specifics (cross-department coordination + public communication + media handling) |
| **Total duration** | Starts with delivery, continues 6–12 months post go-live |
| **Core team** | 1 change-management manager + 1 comms specialist + 1 training specialist + 1–2 change agents per business unit |

---

## Phase 1: Change-Impact Assessment (at project kickoff, with delivery Phase 0, Weeks 1–2)

### 1.1 Stakeholder-Impact Matrix

**Stakeholder-impact analysis template:**

| Group | Est. # | Change impact | Acceptance | Influence | Key concern | Engagement strategy |
|-------|-------|--------------|------------|-----------|-------------|---------------------|
| Agency / company executives | 5–10 | Low (daily work unchanged) | Med–High | ★★★★★ | Results / no blame / no incidents | Regular reporting + results showcase + media exposure |
| IT / information-center head & team | 5–15 | High (work style fully changes) | Med–High (fear "too complex") | ★★★★ | O&M burden / tech dependency / career | Deep involvement + upskilling + career empowerment |
| Command center / dispatchers | 10–30 | Highest (UI fully replaced) | Low–Med (used to old system) | ★★★ | "Hard to use? Do I carry the blame?" | Involve in design + heavy training + on-site at launch |
| Front-line enforcement / patrol | 50–200 | Med (APP / terminal replaced) | Low (strongest resistance) | ★★ | "More work, no raise / heavy gear / poor UX" | Fast fix response + fix pain first + recognize early adopters |
| Analytics / assessment staff | 5–10 | Very high (analysis fully changes) | Med | ★★★ | "Will it really boost my efficiency?" | Deep involvement + data-skills training + show gains |
| IT O&M staff | 3–5 | Very high (totally different stack) | Med | ★★★ | "Is my stack obsolete? Am I redundant?" | Training + certification + career planning |
| Staff council / employee reps | - | Low / indirect | Med | ★★★ | "No layoffs in the name of efficiency" | Full communication + job-impact assessment + buffer plan |
| Public / citizens | Huge | Med (possible APP / service change) | Uncertain | ★★ (via sentiment) | "What's in it for me / is my data safe?" | Public communication + media + privacy assurances |

### 1.2 Change-Severity Scoring

**Score each change type to set the change-management investment:**

| Dimension | 1 (low) | 3 (med) | 5 (high) | Score |
|-----------|---------|---------|---------|-------|
| Work-style change | Tweak / none | Partial process change | Process/UI/tool all change | |
| # affected | <20 | 20–200 | >200 | |
| Skill gap | Current skills suffice | 1–2 day training | Systematic training (>1 wk) | |
| Org-level span | Single dept | 2–3 depts | 4+ depts | |
| Time pressure | >12 mo to adapt | 3–12 mo | <3 mo mandatory | |
| Past-change scars | No failed change | Minor past failure | Major past failure | |
| Resistance | Broad support | Some worry | Clear resistance / org pushback | |
| **Total (max 35)** | | | | |

**Severity → investment:**
- 7–14: Light change management (basic comms + training)
- 15–24: Standard change management (all 5 phases of this playbook)
- 25–35: Intensive change management (2× standard + external change advisor + deep executive involvement)

### 1.3 Readiness Survey Design

**Change-readiness survey (to all affected, before go-live) (5-point):**

```
ITS Platform Project · Change-Readiness Survey

1. Awareness (how much do I know?)
1. I understand the project's goals and scope.        1 2 3 4 5
2. I know how it affects my daily work.               1 2 3 4 5
3. I see the benefits once built.                     1 2 3 4 5

2. Acceptance (do I endorse it?)
4. I believe this project adds value to our org.      1 2 3 4 5
5. I trust leadership considers my concerns.          1 2 3 4 5
6. I support launching it soon.                       1 2 3 4 5

3. Skill readiness (am I ready?)
7. I feel able to learn the new system.               1 2 3 4 5
8. I'm willing to spend time learning it.             1 2 3 4 5
9. The training plan meets my learning needs.         1 2 3 4 5

4. Resistance (what worries me?)
10. I worry it increases my workload.                 1 2 3 4 5
11. I worry it makes my role less important.          1 2 3 4 5
12. I worry it's hard to use / buggy.                 1 2 3 4 5

5. Open questions
13. Your biggest worry about go-live?
14. What are you most looking forward to?
15. Anything else for the project team?
```

**Analysis:**
- Mean <3.5 or >30% "1/2" on any item → high risk, act immediately
- Theme-cluster open answers — frequently raised worries must each be answered
- Cross-analyze by dept/role — find "hotspot" groups, focus investment

---

## Phase 2: Stakeholder Engagement (whole lifecycle)

### 2.1 Sponsor Roadmap

**The project Sponsor must be a client executive — change management without a strong sponsor is doomed to fail.**

**Sponsor engagement roadmap (12 months):**

| Month | Activity | Duration | Purpose |
|-------|----------|----------|---------|
| M1 | Speak at kickoff | 15 min | Signal "this is a leadership initiative" |
| M1 | Sign Change Vision document + all-staff notice | - | Write down the Why / What / When |
| M2 | Attend first data-governance committee | 30 min | Drive cross-dept data sharing |
| M3 | View design prototype + give feedback | 30 min | Let leadership "see" it, build confidence |
| M4 | Attend monthly steering committee | 60 min | Show sustained attention, not one-off |
| M5 | Internal comms — signed "ITS platform progress" article | - | Cut rumors via official channel |
| M6 | Observe first system demo + speak | 30 min | Ritual at milestone |
| M7 | Sit in on a user training | 20 min | Show care for front line |
| M8 | Visit project team + pilot dept | 30 min | Morale boost |
| M9 | Attend go-live mobilization meeting | 30 min | "Final push" — urgency + confidence |
| M10 | First use post go-live (log in personally) | 15 min | "Leadership uses it, why not you" — role-model effect |
| M11 | Chair first operations review | 60 min | Signal shift from "built" to "adopted" |
| M12 | Chair annual summary + recognition | 30 min | Recognize leaders, lock in change |

**Sponsor-commitment checklist:**
- [ ] Has the sponsor expressed support in public ≥3 times?
- [ ] Has the sponsor personally used the system (even once)?
- [ ] Has the sponsor stepped in to coordinate when disputes/resistance arose?
- [ ] Has the sponsor put project progress as a fixed standing-meeting item?
- [ ] Is the sponsor willing to provide needed resources & authority?

> **If 3+ of the above are "No" — sponsor engagement is insufficient, change-management failure risk is very high. Speak candidly to the sponsor to secure more involvement.**

### 2.2 Stakeholder Communication Calendar

**Differentiated plan by role and phase:**

| Phase | Executives | Mid-managers | Front line | IT team | External |
|------|-----------|--------------|-----------|---------|----------|
| Kickoff | Kickoff + vision doc | Dept briefing | All-staff email | Tech blueprint | Partner notice |
| Requirements | Monthly report | Workshops (multi) | Interviews (selected) | Tech discussions | - |
| Development | Prototype demo (2–3) | Progress brief (monthly) | Project newsletter (quarterly) | Tech training (monthly) | Industry case share |
| Testing | Test-result report | UAT invitation | UAT invite (volunteers) | Tech validation | Industry forum exposure |
| Pre-go-live 1 mo | Mobilization meeting | Dept readiness meeting | Countdown comms (weekly) | Go-live prep | Media briefing (if needed) |
| Go-live day | Launch ceremony + first use | On-site supervision | Go-Live Day activity | War Room | Press release |
| Post 1 mo | Ops report | Dept ops meeting | Daily tips + Q&A | Hypercare log | Usage-data notice |
| Post 3 mo | Results report | Optimization input | Satisfaction survey | Tech retrospective | External visit |
| Post 6–12 mo | Annual review + recognition | Ops normalization | Highlights / awards | Continuous improvement | Industry-award submission |

### 2.3 Resistance-Management Strategy

**Top 5 resistances in transport-digitalization projects & responses:**

**Resistance 1: "We've always done it this way, why change?" (inertia)**

| Symptom | Root | Response |
|---------|------|----------|
| Skip training, keep old method, say "new system is useless" | Fear of unknown, emotional tie to old, fear of not learning | (1) Use data — show new vs old efficiency (2) "Peer witness" — invite same-role staff from an already-live peer org (3) Stress "dual-track transition" — not a hard cut, there's an adaptation period |

**Resistance 2: "With this system, my role becomes irrelevant." (job-security fear)**

| Symptom | Root | Response |
|---------|------|----------|
| "This is automated, what do I do?" — non-cooperation, even sabotage | Fear AI/automation replaces the person | (1) State plainly: digitalization does what machines do poorly/unwillingly, not replace people (2) Upskill: train new skills (operator → analyst), raise competitiveness (3) Create new roles: system admin / data analyst / AI trainer — preferentially hire internally |

**Resistance 3: "The system is too complex, I can't learn it." (capability anxiety)**

| Symptom | Root | Response |
|---------|------|----------|
| Silent in training, post-launch "how do I do this" or simply not use | Older / low IT literacy / training not humanized | (1) Tiered training — not "one pot", split by IT ability (2) Hands-on teaching — 1-on-1 + replayable videos (3) Simplify UI — offer "simple mode" (most-used functions only) (4) Super-user network — grow 1–2 "mini-teachers" per dept/crew |

**Resistance 4: "It'll be full of bugs, I won't be the guinea pig." (lack of trust)**

| Symptom | Root | Response |
|---------|------|----------|
| Wait-and-see, let others go first, nitpick | Past failed-project scars, natural suspicion of new tech | (1) Pilot first — run small (1–2 depts/zones) smoothly, win trust with success (2) Transparent comms — publish known-bug list & fix dates, no hiding (3) Feedback loop — respond to every feedback within 24 h ("fixed / scheduled / why not") |

**Resistance 5: "Another formality, it'll fizzle." (change fatigue)**

| Symptom | Root | Response |
|---------|------|----------|
| Non-cooperation, watch the joke, "you'll leave soon anyway" | Past changes started big ended small, frequent leadership turnover | (1) Continuous sponsor involvement — make support not one-off (2) Institutionalize — embed system use into daily assessment (positive incentive first, then policy) (3) Quick wins — visible results within 3 months ("last month manual crash stats took 3 days; now 30 minutes") |

**General resistance principles:**
- Listen > preach: understand the real reason first, then treat it
- Respect > force: respect the object's pace, no one-size-fits-all mandate
- Incentive > punishment: set rewards first (system-use model / best digital operator), then assessment
- 20-60-20 rule: 20% naturally support → mobilize them first; 60% watch → influence with success cases; 20% naturally resist → don't rush to convince, give time, manage the unmovable ones last

---

## Phase 3: Communication (whole lifecycle)

### 3.1 Communication Plan

**5W1H communication plan template:**

| Content | Who (sender) | Whom | When | Where (channel) | Why | How |
|---------|--------------|------|-------|------------------|-----|-----|
| Launch notice | Exec / GM | All staff | Launch day | Intranet + all-staff email + lobby poster | Let everyone know "we're building the ITS platform" | Formal + plain-language explainer |
| Monthly progress | PM | Execs + mid-mgrs | Early each month | Printed brief (on exec desk) | Let execs "see" progress | 1-pg summary + 1-pg detail |
| Feature spotlight | Comms team | All staff | Per feature launch | Teams/Slack + infographic + cafeteria poster | Build anticipation, reduce anxiety | Visual — "one picture to understand XX" |
| User story | Early user (real) | All staff | Every 2 wk | Intranet newsletter / video channel | Real + credible + relatable | "I used to spend X hrs on Y; now Z min" |
| Training notice | Training team | Relevant roles | 1 wk before | Intranet + dept notice + SMS | Ensure attendance | Clear time/place/content/importance |
| Go-live countdown | PM | All staff | From 2 wk before | Lobby screen + channel + logon popup | Urgency + ritual | "X days to ITS platform go-live" |
| Go-live success | Exec / GM | All staff | Launch day | Intranet + all-staff email | Announce + thank + call to use | Formal but warm |
| Quick-Win results | PM | Execs + all | Monthly post go-live | Intranet + dashboard + brief | Prove "we did the right thing" | Before/after data + images |
| Issue & fix notice | PM | All staff | Proactive disclosure | Intranet + channel | Transparency, avoid rumors | "Known issue X, fix by Y, workaround Z" |

### 3.2 Message Framework

**Core change-communication framework — "Why / What / So-What / Now-What":**

```
Core message framework (every comms piece must cover these 4):

1. WHY - Why do it?
   "Traffic congestion costs $X billion/yr, crashes kill X/yr. Daily we hand-fill X forms, make X calls for data.
    Digitalization isn't an IT project — it makes our city freer-flowing, safer, and our daily work easier."

2. WHAT - What is it?
   "The ITS platform is an XX platform — simply, it connects XX systems so data flows automatically and AI helps
    us find problems and decide. Not just a big screen — behind it are XX new ways of working."

3. SO WHAT - What's the impact on me?
   "Executives: data-backed decisions, no more guessing. Business units: auto reports, auto incident detection,
    X hrs/week saved from manual roll-up. Front line: real-time info on the phone APP, no more calling around."

4. NOW WHAT - What do I do?
   "Over the next X months, the team runs X training batches. Watch for training notices and join actively.
    Any question, concern, or suggestion — feed back via XX channel anytime."
```

### 3.3 FAQ Development

**Top 20 common FAQs (prepare standard answers in advance):**

| # | Question | Standard answer |
|---|----------|-----------------|
| 1 | What is the ITS platform, and how is it different from the old big screen? | Old systems were siloed; the platform connects all, shares data, AI-assisted decisions |
| 2 | Will it increase my workload? | Short-term learning investment; long-term automation reduces workload |
| 3 | What if the system fails? | Active-standby / DR; core functions have offline emergency mode; 7×24 O&M on standby |
| 4 | Is data safe? Will my personal info leak? | ISO 27001 / Level 3 equivalent; data classification; sensitive data masked; access audit log |
| 5 | If I can't use the new system, can I go back to the old? | Dual-track transition (3 mo); old system retired per plan after |
| 6 | Still can't use it after training? | Super-user on-call, replayable videos, monthly refresher, service-desk phone |
| 7 | Will my role change with the platform? | Role count won't drop, but the way changes — from "operator" to "analyst", more valuable |
| 8 | Why is our dept piloting first? | Your data base & business need best match; pilot success is the whole org's credit |
| 9 | Is the AI decision accurate? Am I liable? | AI advises, humans decide. AI assist doesn't reduce human responsibility or authority |
| 10 | How long will this system last? Another swap in 2 yrs? | Architecture supports 5–10 yrs; continuous iteration, not rebuild |
| 11 | Can you add XX feature? | Change-request process; collect then assess & schedule. Suggestions welcome |
| 12 | Why is the data inaccurate? | We're doing data governance. X sources known poor, being fixed by X month |
| 13 | Can it handle external VIP visits? | Load/stress tested (XX concurrent users); demo path has backup |
| 14 | Few night-shift staff, who handles issues? | 7×24 O&M, 15-min response. On-shift staff calls service desk |
| 15 | What about old-system data? | All historical data migrated to new platform, nothing lost |
| 16 | System slow? | Performance tested; if lag — clear cache / check network / call service desk |
| 17 | How much did it cost? Worth it? | Total $X, payback ~X yr; see XX report for benefits |
| 18 | Can it interface XX system? | In plan / later schedule / feasible but needs XX vendor coordination |
| 19 | I'm old, can't learn | Age isn't the barrier — simplified training, 1-on-1, manual anytime. Many cases of 50+ colleagues using it better than young ones |
| 20 | When will it all be done? | Pilot per plan X, go-live X. Continuous optimization after |

### 3.4 Success-Story Template

**Change success story (internal, to inspire):**

```
Success Story · Template

Title: [Number] + [Role] + [Improvement]
e.g., "3 days → 30 minutes — Ms. Wang's report liberation"

Structure:
[Before]
"Every Friday I spent 3 days exporting from 8 systems, hand-calculating in Excel,
pasting a 20-page weekly traffic report. Worst when the exec suddenly asked a number — dig from scratch."

[Change]
"After the ITS platform launched, 2 days training. At first uneasy, but after a week — it's great."

[After]
"Now Monday morning the report is auto-generated. Exec wants data, just search.
The saved time lets me do deep analysis — last week I wrote a flow-anomaly analysis on XX junction, praised by the exec."

[Quote]
"'Used to be a data mover; now a data analyst — this shift makes my work feel valuable.' — Ms. Wang"

[Tips]
"My advice: attend training, push through the first 2 weeks, ask the super-user when stuck.
Once you get it, you won't go back."
```

---

## Phase 4: Training (starts 1–2 months before go-live)

### 4.1 Training-Needs Assessment

**Three-step training-needs assessment:**

**Step 1: Role-capability gap analysis**

| Role | Needed system skill | Current avg (1–5) | Gap | Training focus |
|------|---------------------|-------------------|-----|----------------|
| Executives (dashboard / approve / instruct) | Basic browse, KPI read, simple interaction | 2 | Large | 30-min crash course — "exec dashboard in 10 min" |
| Command-center dispatchers | Alert handling, incident closure, resource dispatch, video recall | 3 | Med | Full-flow simulation + failure drill |
| Signal engineers | Timing-plan mgmt, green-wave, effect eval | 4 | Small | New-feature training (already expert) |
| Data analysts | SQL / report tools / self-service / data API | 3 | Large | AI-assisted analysis + data-tool deep training |
| Front-line enforcement | APP use, incident report, task receive | 2 | Large | Lite ops + hands-on + video tutorial |
| IT O&M | Deploy / monitor / troubleshoot / backup / security | 3 | Med | Deep tech training + certification |

**Step 2: Skill-type analysis**

| Skill type | Necessary? | Method |
|-----------|-----------|-------|
| System operation (click / input / query) | Yes | Manual + video + classroom practice |
| Process understanding ("why this step") | Yes | Case + flow diagram |
| Data-analysis mindset | Important (some roles) | Case + practice + coaching |
| Basic AI literacy | Important (all) | 30-min awareness talk |
| Security & compliance awareness | Necessary (all) | Online exam (must pass) |

**Step 3: Training-preference survey**

| Preference | Share (ref) | Design |
|-----------|------------|-------|
| "I like face-to-face classroom" | ♥♥♥♥♥ 50% | Keep classroom |
| "I like learning from videos" | ♥♥♥ 25% | Build video library |
| "I learn by doing, with coaching" | ♥♥ 15% | Super-user 1-on-1 |
| "A manual is enough" | ♥ 5% | Illustrated manual |
| "Live online training" | ♥ 5% | Live + replay |

### 4.2 Training Curriculum

**Tiered curriculum:**

**Tier 1: All-staff awareness (2 h)**
- M1: Why build the ITS platform (30 min) — value + vision
- M2: What it is (30 min) — capability overview + core demo
- M3: Impact on me & my dept (30 min) — customized per dept
- M4: What's next & who to ask (30 min) — training plan + support channels

**Tier 2: Role-based training (4–16 h, split classes)**

| Class | Audience | Duration | Content | Assessment |
|-------|----------|----------|---------|-------------|
| A: Exec command | Executives | 2 h | Cockpit use, KPI read, approval flow | None / voluntary |
| B: Dispatch ops | Dispatchers | 16 h (2 d) | Situation monitoring, incident handling, dispatch, emergency, reports | Hands-on ≥80 |
| C: Traffic eng | Signal engineers | 8 h (1 d) | Timing-plan mgmt, green-wave, eval, AI recommend | Submit a real timing plan |
| D: Data analysis | Analysts | 16 h (2 d) | SQL basics, self-service reports, data API, AI tools | Independent analysis report |
| E: Field action | Front-line enforcement | 4 h (half d) | APP, incident report, task receive, offline mode | Pass on-site op |
| F: Tech O&M | IT O&M | 40 h (5 d) | Architecture, deploy, monitor, troubleshoot, security, DR drill | Written + practical both pass |

**Tier 3: Super-user deep training (extra 24 h)**
- Select 1–2 IT-strong colleagues per dept/crew for deep training
- Content: all operations + Top-20 troubleshooting + how to coach peers
- Graded: independently solve Top-20 issues + coach 2 colleagues on basics

### 4.3 Train-the-Trainer Guide

**Trainer prep checklist:**
- [ ] Materials (PPT + manual + exercises) done & internally reviewed
- [ ] Environment (room + projector + WiFi + a PC/tablet each + training accounts) ready
- [ ] ≥1 full rehearsal (trainer presents to empty room / internal team)
- [ ] ≥20 "likely student questions" with standard answers prepared
- [ ] Training env reset (clear prior test data, restore defaults)
- [ ] Plan B ready (if training system fails, continue with PPT + screenshots/video)

**Teaching techniques (adult learners):**
1. 70-20-10: 70% hands-on + 20% discussion + 10% theory
2. Per feature: demo (2 min) → student practice (5 min) → roam-coach (3 min)
3. Room: 1 teaching assistant per 15 (assist during practice)
4. Exercises: simple → complex, single-step → multi-step, normal → anomalies
5. Welcome "dumb questions" — trainer patience is the first reason learners persist
6. Insert "energy shots" — every 90 min a fun case or interaction

### 4.4 Training-Effectiveness Evaluation (Kirkpatrick 4-level)

**Level 1: Reaction (at training end)**

| Item | 5-point |
|------|---------|
| Content relevant to my work | 1 2 3 4 5 |
| Trainer clear & understandable | 1 2 3 4 5 |
| Enough hands-on time | 1 2 3 4 5 |
| Manual / materials useful | 1 2 3 4 5 |
| Overall satisfaction | 1 2 3 4 5 |

**Level 2: Learning (end + 1 wk later)**
- Theory exam (MCQ / true-false, online)
- Hands-on exam (complete assigned tasks, record time & accuracy)
- Pass: theory ≥80 + op ≥80
- Fail: resit within 1 wk; still fail → 1-on-1 coaching

**Level 3: Behavior (1 mo, 3 mo post go-live)**
- Usage frequency (logins, function coverage)
- Operation correctness (sample logs vs standard flow)
- Whether old system / old method is bypassed (use "workaround rate" as inverse metric)

**Level 4: Results (3–6 mo post go-live)**
- Business KPI improvement (aligned to launch goals: incident-handling time, report time)
- Labor saved (less manual data collation)
- User satisfaction (NPS)

---

## Phase 5: Go-Live Support (1 month around go-live)

### 5.1 On-Site Support Roster

**Floor-walking support plan:**

| Period | Strategy | Staffing |
|--------|----------|----------|
| Week 1 | Full-time on-site | 1 supporter per key post/dept, full working hours |
| Week 2 | Peak-time on-site | Daily 9–11 am (peak), phone standby rest |
| Week 3–4 | On-demand on-site | Supporters pull back but within 30-min reach |
| Month 2 | Remote + weekly patrol | Remote primary, 1–2 on-site/wk |
| Month 3+ | Standard service desk | Tickets via service desk, normal SLA |

**Floor-walker guide:**
1. Wear clearly identifiable vest / badge (so users spot "this is who helps me")
2. Don't operate for them — "let me watch you do it, I'll prompt"
3. Carry: issue notebook, quick-reference card, backup power bank
4. Smile! — even when complained at, keep "I'm here to help"
5. Summarize top-3 issues nightly to the project team

### 5.2 Super-User Network

**Super-user cultivation & incentive:**

**Selection criteria:**
- Dept/crew business backbone (knows the work)
- Good IT literacy (can use the system)
- Helpful (willing to help peers)
- Good communicator (can explain steps)

**Duties vs benefits:**

| Duty | Benefit |
|------|---------|
| Answer peers' ops questions (first-line support) | "Super User" title + certificate |
| Attend monthly super-user meetup (feedback + suggestions) | Early access to new features (beta) |
| Train new users (new hires / rotations) | Extra advanced-feature training |
| Escalate unresolved issues to project team | Monthly/quarterly recognition + small prize |
| Bridge business unit & IT | Career — priority candidate for new roles (data / system admin) |

**Coverage goal:** ≥1–2 per section/crew, covering all affected depts.

### 5.3 Issue-Escalation Path

**User issue escalation:**

```
Step 1: Self-check (manual / FAQ)
   ↓ not found
Step 2: Ask super-user (dept "mini-teacher")
   ↓ still unresolved
Step 3: Call service desk / submit ticket
   ↓ desk can't resolve
Step 4: Escalate to project tech team (30-min response)
   ↓ defect / change request
Step 5: Escalate to PM (schedule / workaround / alternative)
   ↓ major decision / safety / retirement
Step 6: Escalate to steering committee / sponsor
```

**Three-tier issue classification & SLA:**

| Level | Definition | Response | Resolve | Escalate if |
|-------|------------|----------|---------|-------------|
| L1 General | Ops query / non-urgent minor | 2 h | 1 d | Unresolved 24 h |
| L2 Important | Affects work but workaround exists | 30 min | 4 h | Unresolved 4 h |
| L3 Urgent | System unusable / core business down | 15 min | 2 h | Immediately notify PM + sponsor |

### 5.4 Quick-Win Celebration

**Celebrations in first 10–30 days:**

| Time | Activity | Purpose |
|------|----------|---------|
| Launch day | Launch ceremony: exec presses start, group photo, light refreshment | Ritual — "new phase begins" |
| Week 1 | First success case ("command center handled a crash with the new system") | Quick confidence — "it really works" |
| Week 2 | First Quick-Win data ("manual report 3 d → 30 min") | Data speaks — "efficiency really rose" |
| Month 1 | "Star user" award (top 3 by frequency / activity) | Positive incentive — "use well, get recognized" |
| Month 1 | "Best feedback" award (most valuable suggestion) | Encourage feedback — "we really changed what you said" |
| Month 1 done | Monthly ops report (frequency / issue trend / positive cases) | Sustained transparency — "we're improving" |

---

## Phase 6: Sustained Reinforcement (6–12 months post go-live)

### 6.1 Adoption Dashboard

**Change dashboard — track change health continuously:**

| Category | Metric | Source | Target | Current | Trend |
|---------|--------|--------|--------|---------|-------|
| Usage | DAU | System log | >80% of target users | | |
| | WAU | System log | >95% of target users | | |
| | Monthly function coverage | System log | >60% functions used | | |
| Depth | Core-function frequency | System log | >3/user/week | | |
| | Advanced-feature penetration | System log | >30% tried advanced | | |
| | Self-service reports created | System log | >50/month | | |
| Satisfaction | NPS | Survey | >30 | | |
| | Service-desk satisfaction | Survey | >4.0/5.0 | | |
| Old-system substitution | Old-system login decline | Old-system log | >50% MoM drop | | |
| Issue handling | L1/L2 avg resolve time | Service desk | On target | | |
| | Backlog count | Service desk | <20 sustained | | |

**Dashboard use:**
- Monthly view in the exec cockpit (embedded in the platform's mgmt dashboard)
- Monthly change-management review — discuss each metric, plan for declining ones
- Green / yellow / red alert — meet = green, near = yellow, miss = red

### 6.2 Continuous-Improvement Flow

**Feedback-based improvement loop:**

```
Collect feedback (multi-channel)
  ├─ Service-desk tickets
  ├─ Satisfaction survey (quarterly)
  ├─ Super-user monthly meetup
  ├─ Usage-data analysis ("features users struggle with")
  └─ Dept ops meeting
       ↓
Aggregate & analyze (change manager)
  ├─ Cluster (ops / missing feature / performance / training gap)
  ├─ Impact assess (how many / how important)
  └─ Prioritize
       ↓
Improvement plan
  ├─ Quick Fix (fixable <1 wk) → fix directly
  ├─ Enhancement → into dev iteration
  └─ Training Gap → refresher / focused training
       ↓
Implement → verify effect → tell users "we fixed it" → keep collecting
```

### 6.3 Incentive & Recognition

**Change incentive scheme:**

| Type | Name | Criteria | Frequency | Reward |
|------|------|----------|-----------|--------|
| Individual | "System-use Pro" | Highest monthly frequency, widest function use | Monthly | Certificate + ~$30 gift card + lobby-screen scroll |
| Individual | "Best Feedback" | High-quality suggestion adopted | Quarterly | Certificate + ~$70 gift card + exec handwritten note |
| Individual | "Change Pioneer" | Greatest business gain after adoption | Semi-annual | Certificate + ~$140 + promotion priority |
| Team | "Digital-model section/crew" | Highest dept-wide usage + satisfaction | Quarterly | Rotating banner + team-building budget |
| Team | "Best digital innovation" | New business value from platform data/capability | Semi-annual | Innovation fund + case in external comms |
| Special | "Steady-Improver award" | Age 45+ but active learner with clear results | Semi-annual | Custom trophy + story published + media |

**Incentive principles:**
- Combine moral + material reward (public-sector material reward is budget-limited; moral reward matters equally)
- Positive incentive first; don't easily trigger negative (penalty / deduction) — at least first 6 months positive-led
- Broad reach — not just a few "best"; make everyone feel "if I try, I'm recognized"

---

## Appendix A: ADKAR Assessment Template

**Individual ADKAR assessment (per key user):**

| ADKAR stage | Description | Score (1–5) | If <3, what's the barrier? | Action plan |
|------------|-------------|-------------|----------------------------|-------------|
| A-Awareness | Knows why change | | | |
| D-Desire | Willing to participate & support | | | |
| K-Knowledge | Knows how to change (new-system ops) | | | |
| A-Ability | Can execute change (actually uses well) | | | |
| R-Reinforcement | Change reinforced & locked (habit, no revert) | | | |

**Org ADKAR heatmap:**

| Dept / role | Awareness | Desire | Knowledge | Ability | Reinforcement | Risk |
|------------|-----------|--------|-----------|---------|---------------|------|
| Executives | 4.5 | 4.0 | 3.5 | 3.0 | 4.0 | Green |
| Command center | 4.0 | 3.0 | 3.5 | 2.5 | 2.0 | Yellow → watch Ability & Reinforcement |
| Signal engineers | 3.5 | 3.5 | 4.5 | 4.5 | 3.5 | Green |
| Front-line enforcement | 2.5 | 2.0 | 2.0 | 2.0 | 1.5 | Red → full extra investment |
| IT O&M | 4.0 | 3.5 | 3.0 | 2.5 | 3.0 | Yellow → invest Knowledge/Ability |

> **Red departments/roles are the focus of change-management investment; green ones can receive less.**

---

## Appendix B: Communication Message Templates (10 standard messages)

**Message 1: All-staff launch notice**
> Colleagues: Per management decision, the XX City ITS Platform project starts today. It will build a unified transport-data platform and intelligent applications, breaking the data barriers of the existing XX systems to enable sharing and AI-assisted decisions. Duration ~X months, chaired by Deputy [Executive]. Please cooperate with the team's research and training. Together we build a world-leading smart-mobility city.

**Message 2: Project intro (one-picture understand)**
> [Infographic] One picture to understand the XX ITS Platform — 5 minutes on "what it is, why build it, impact on you"

**Message 3: Training notice**
> Colleagues: The ITS Platform project will run its first operations training. Time: X/X–X; Place: XX meeting room; Content: core-function operation; Attendees: all of XX, XX depts. This is mandatory — please attend. If unable, request leave from your dept head in advance and notify the project team (contact: XX, tel: XXXX).

**Message 4: 7-day countdown**
> 7 days to ITS Platform go-live! The team is finalizing preparations. Week 1, technicians will be on-site in each dept. For issues, find the badged support staff.

**Message 5: Launch announcement (signed by exec)**
> Colleagues: Today the XX ITS Platform goes live. This is a key milestone in our transport-governance modernization. Thanks to the project team's hard work and every dept's cooperation. Early on there may be issues — please be patient and give feedback. We promise: every piece of feedback is taken seriously, every issue answered promptly. Together, let's make this city's transport smarter, freer, safer.

**Message 6: First Quick-Win spotlight**
> Week-1 win: the command center used the new system's AI incident detection to auto-alert XX seconds after a crash — XX minutes faster than manual video patrol. The system also auto-generated a reroute and pushed it to the guidance signs. Technology makes response faster.

**Message 7: User story**
> [Photo of Ms. Wang] "Used to spend 3 days each Friday on the weekly report; now auto-generated, and I can do deep analysis." — Ms. Wang's new digital experience in the Traffic Ops division. Have a similar story? Submit it.

**Message 8: Issue-handling notice**
> Since launch we've received XX pieces of feedback. Resolved XX, in progress XX, scheduled XX. Top-3 high-frequency issues all fixed: [1-fixed], [2-fixed], [3-final testing]. Thanks to every colleague who gave feedback — it makes the system better.

**Message 9: Monthly ops report summary**
> ITS Platform September ops: DAU XX (coverage XX%), auto incidents detected XX, AI-assisted decisions XX. New features this month: XX. User satisfaction NPS XX. Thanks for continued use and feedback.

**Message 10: Annual recognition**
> One year since ITS Platform go-live. From initial unease to now indispensable; from XX service-desk calls/day to XX; from XX% old-system access to XX% — behind the data is every colleague embracing change. Today we recognize XX "Change Pioneers" and XX "Digital-model sections". Digitalization has no finish line — next year we'll optimize XX and launch XX, making the platform truly part of daily work.

---

## Appendix C: Training-Evaluation Form

**Training-satisfaction survey (at training end):**

```
Course: _______________  Date: _______________  Trainer: _______________

Rate each (1=very dissatisfied, 5=very satisfied):
1. Relevance to my work        1 2 3 4 5
2. Trainer clear & understandable 1 2 3 4 5
3. Manual / materials quality   1 2 3 4 5
4. Enough hands-on time         1 2 3 4 5
5. Environment & equipment       1 2 3 4 5
6. Overall satisfaction          1 2 3 4 5

Most useful content:
___________________________________________________________________________

Most needing improvement:
___________________________________________________________________________

Other suggestions:
___________________________________________________________________________
```

---

> **Legal notice**: This playbook is protected under applicable copyright law. Without the author's written authorization, no commercial use is permitted (including resale, bundling, commercial training, or SaaS-ification).
> **Disclaimer**: The methodology herein is for learning reference only and does not constitute professional advice of any kind. Change management touches organizational behavior and HR; implementation should fit the actual context and relevant regulations.
> **Author**: yinjianheng (Yin Jianheng) | yinjianheng@foxmail.com | WeChat: YJH-yinjianheng
