Melissa Taylor

As part of the Change Enablement Team, I have been embedded in a number of teams in ACC to deliver changes both internally and externally.

Changes have ranged from

• Continuous improvement technology changes and a Product Owner for the business readiness team in the Agile Release Train
• Technology and process change in the equipment services
• The development and roll out of a criteria that allowed for fast track decision making on claim acceptance in audiology leading to decision wait times decreasing by 70% and costs decreasing by 35%
• Taking a pilot and proof of concept from running, through to service design for concussion services
• System approach to identify the root cause analysis of the exponential increase in spending in provider travel which has lead to more indepth monitoring and millions of dollars saved
• A new contract for a $75 million contract for home and community support for over 20,000 kiritaki around New Zealand
• A new contract and for sensitive claims where it will fundamentally change the way internal teams work in this space and providers are able to provide services to 28,000 kiritaki.

I have supported these changes using a number of different tools and processes under the ADKAR and Prosci umbrella. These include:

• Change Canvas
• Complexity Assessment
• Change Plan
• Stakeholder Identification and Engagement Planning
• Risk Identification, Mitigation and Tracking
• Impact Assessment
• Deployment Plan
• Early Life Support Planning and Development

I have also extensively contributed to the change practice by developing a number of templates including:

• Early Life Support
• Handover Documentation
• Change Plan
• Impact Assessment
• Stakeholder Identification Workshop
• Risk Workshop

I also regularly present at the Community of Practice, Facilitate peer to peer coaching sessions for the team, and do 1-1 coaching with a number of people within the practice.

• Lead functional design work for the organisational design stream of the SSP project. Partnered with HR and multiple business units at multiple levels. Facilitation of a number of workshops, follow up sessions and presentations.
• Co-ordinated the consultation document that establishes a new business unit using an agile project methodology. Included engagement during the consultation period and analysis of the submissions.
• Undertook an impact assessment of impacted business units using the Prosci Index and did an ADKAR assessment of each unit to help establish next stage transition activities with each unit.
• Establish transition plan and teams as part of the establishment of the new business unit.
• Developed a project plan and managed risks for the student retention project as part of the SSP programme.

• Active member of the library leadership team
• Refreshed the library strategic plan. Developed new reporting utilising strategic reporting software.
• Project managed a number of key projects in the library including: Library website migration ; Managing the Library's Physical Collection
• Developed the business case for the installation of compactus shelving in to the basement of the library over doubling the capacity of what was there.
• Introduced user experience practice in to the library.

• Identifying and implementing process improvement initiatives
• Centre wide reporting on a daily, weekly and monthly basis
• Working with the automation team in BNZ to: Develop the Service Catalogue ; Champion the Service Catalogue ; Contribute to the development of Virtual Workers
• Compile information for other areas of the business
• Lead a team in core data processing including Term Deposits, Account Confirmation Reports, Client Funds

Created an Information Hub to identify, develop and deliver key tools and resources for members. This included

· Content. Identifying the tools and information our members need, and sourcing it from providers who already produce what is required, or identify and commission the appropriate person/organisation to do the work.

Also develop an ongoing review process so the tools and information continue to be relevant.

· Digital. Develop the online platform that will be the information hub.

· Marketing and Communication. Ensure members know that the Information Hub exists and what is on it.

· Working with a number of stakeholders including:

Members (Advisory Groups, plus individual members providing feedback)

Staff (Technical experts, those working on the project, and interested parties)

Content authors (liaising with authors, and project managing 1 Business Briefing on Business Innovation with Callaghan Innovation and the Department of Industry, Innovation and Science.

• Lead the establishment for Library services for the new merged organisation. The Library service for the Trans-Tasman organisation is based in New Zealand, and has been tasked with rolling out the New Zealand model across Australia. This work includes system integration, process integration, rebranding and marketing, recruitment and team building and working with other divisions to ensure Library Services is integrated in to all areas of the organisation. A high level of service was maintained during the transition period.

• Lead a high performing team, with a focus on continual improvement of the services offered to members. Team had the highest culture ranking in recent culture survey of the organisation.

• Provide strategic direction to the Library team, and as part of a wider Shared Services management group. Role also includes budget management of $500,000 budget line (not including staff salary).

• As part of the Shared Services leadership team, designed, gathered data and prepared monthly reports showing qualitative and quantitative KPI achievement.

• Selected to be a Frontrunner. A Frontrunner is a culture champion and is tasked with supporting the change in the organisational culture. This is done a number of ways including facilitating workshops, supporting the main network event and a general positive attitude around the workplace.

• Establish a Women’s Development Circle designed to bring the women of the organisation together and inspire and empower them.