The Power of Paperless: Converting the Reluctant User to the Ready User

Aimee Cameron Willis August 26, 2011 Over the past several years, the midsized insurance agency I work for has been transitioning from paper files to a paperless agency management system. The institution has purchased ample and adequate software and hardware to make the transition as seamless as possible, as well as it has provided training to the employees. Whereas the account managers that process the majority of the incoming and outgoing workflow have been party to the innovation and early adoption of the process, the producers (i.e. salespeople) have been less than enthusiastic and more resistant to the change. It is worthy to note that there is generally an age gap between the producer and his/her account manager of 10+ years, with account managers being younger. There is a running joke among the producers that they are just too old to learn the system and not touch paper. I have the opportunity to experience the imbalance in attitude and adoption of going paperless within this work environment, as I often act as a liaison between account management and production during the marketing of new and renewal business accounts. I receive work requests and applications from account managers via email and scanned documents to shop and quote accounts with various insurers we represent. My desk, and the desks of the account managers, remains clear of paper and we utilize double screens to refer to required documentation to perform our w ork tasks. Contrast this scenario with work requests I receive from the production team in that their requests are generally handwritten notes taped to the top of thick folders that are secured with rubber bands. You can imagine their desk as stacks of folders that they peer from behind when you enter their office. Account managers are generally more organized and less behind on their workload as compared to the producer/salespeople with whom they work. Not to mention that in the event of an employees absence, the agency management system can always be referred to for up to date information on an account as entered by the account manager versus information only privy to the sales staff due to a lack of data entry and scanned documentation. Cost effectiveness and productivity suffer within the agency as a whole as a result of the current campaign to go paperless regarding the sales staff. The intended goals/outcomes of this change initiative are as follows Increase workflow and productivity by increasing paperless accessibility of all files within the organization, including prospective business accounts. Minimize miscommunication and confusion of information regarding accounts by introducing a streamlined approach to the input of new business account information going forward by sales/production staff.

Realize increased morale of sales/production staff by increasing paperless competency and decreasing organizationally inferior paper backlog.

Planned Intervention
In order to achieve the goals/outcomes of the change initiative, which is to convert paperless resistant staff into advocates and practitioners of the change and, therefore, successfully implement the entire paperless process that has been ongoing for several years, I plan to implement the following actions within the below timeline. These steps support Rogers Innovation-Decision Process Model (Surry & Ely, 2001) by taking into account each phase and transitioning the learner through each in order to increase success of the change adoption. DUE DATE 8/30 9/1 TASK Propose change initiative to appropriate organizational management for approval of implementation. Meet with production staff to inform them of initiative to increase their competency skills and allow for brainstorming of ideas (so they can contribute/take ownership of the process) and provide them the opportunity to ask questions regarding the process. Knowledge Phase 9/5 Utilize information from initial meeting to formulate and circulate initial survey to ascertain what approach will best support each learner in the upcoming implementation steps, as well as target specific dates for one on one training implementation. Knowledge Phase 9/15 Provide production staff with additional support in the way of scanning services to clear the current inventory of paper files accumulated so that everyone in the organization has easy access to the information contained within those files. Dates of support services will be based on previous step (survey) outcomes. This provides the learners with the experience of having a streamlined, paperless office in which all the information contained within the stacked files is now accessible at the touch of a button within the agency management system, as well as providing one on one training. Persuasion Phase 9/23 Develop and implement a simple, yet comprehensive, STATUS

universal fact finder document that is formatted for not only ease in printing and completing for use in the field, but also easily transferred to the digital format in the office. This document will serve as the basis/prerequisite for each account entered into the agency management system going forward. This document will include the initially required information needed including basic client info (name, entity type, FEIN, contact info, etc), as well as complete and detailed information regarding each line of business for which coverage is sought (building information, liability codes, payrolls, number of employees, etc.) Oftentimes, important information is missing from files and applications due to oversight and lack of universal questionnaire to follow. 9/28 Review universal fact finder document with production staff to garner feedback on changes/additions that should be reflected. Again, this step provides learners the opportunity to take ownership of the document they will be utilizing daily to record information going forward that will be accessible via the agency management system. It also provides an opportunity for me to gain feedback of the process thus far. Knowledge/Persuasion Phase 10/3 Distribute and implement the use of the universal fact finder document. From this point forward each new account should be set up in the agency management system with this document attached. Provide support on the use of this document and attachment of it as needed. Decision/Implementation Phase 10/10 Implement paperless processing of requests going from production staff to account management and marketing offices. From this point forward, all requests should be in paperless form. Production staff should attach and document requests leaving their office in the agency management system. Decision/Implementation Phase 10/14 Distribute final survey to ascertain effectiveness and comfort level of procedures put into place. Confirmation Phase Poll 10/21 Analyze survey results and revisit and/or tweak procedures and supportive documents, as well as provide additional support and training on as needed

basis.

Evaluation Plan
I will evaluate the results of the change initiative by hosting think tank group meetings in which I can get a pulse on the effectiveness of the process to date, as well as by providing a survey at the conclusion of the change initiative. The survey will provide feedback on each learners experience and success (or lack, thereof) with the change initiative. Refer to Attachments for sample survey questions.

Expected Findings
I expect to meet with opposition during the initial steps of the initiative. I am prepared for that and have built in ample opportunity for contribution by the learners targeted so that each can take ownership in the process. I am hopeful that after the implementation of the step in which each learners office is emptied of paper backlog and one on one training and support is provided, the learner will begin to realize the ease of work flow and positive effects of being paperless, yet having access to all the information that is needed in a more organized system that is accessible to everyone in the organization. This realization is important because ultimately complete, accessible, streamlined data benefits everyone.

Ethical/Stakehold Impacts
Although there are no political issues surrounding the project, there could be legal repercussions in the lack of implementation of completing the paperless initiative. As with any financial services industry, the collection of identity sensitive information poses potential errors and omissions issues. Compiling confidential information in an agency management system that is encrypted poses a much smaller hazard than does possessing paper files. Therefore, ethically, this initiative ultimately benefits the stakeholder (the agency) and positively impacts it. As stated above, the entire organization is positively impacted by complete, accessible, streamlined data that is hosted on the agency management system. The only opposition I foresee meeting is the initial reluctance of the targeted learner. However, the proposed plan is designed to offer ample support and opportunity to contribute to move the leaner from reluctant to an active advocating participant.

References
Surry, D.W., & Ely, D.P. (2001). Adoption, diffusion, implementation, and institutionalization of educational innovations. In R. Reiser & J. V. Dempsey (Eds.), Trends and issues in instructional design and technology. Upper Saddle River, NJ:

Prentice-Hall. Draft online: http://www.southalabama.edu/coe/bset/surry/papers/adoption/chap.htm

Attachments
Sample Final Survey Questions 1- In one word, describe your initial reaction to the implementation of being paperless. 2- On a scale of 1-5, with 1 being the least supportive and 5 being the most supportive, indicate the level of support you feel you received during this process this includes documents and training. 3- Explain the rationale behind your answer to #2 in one sentence. 4- What did you find most beneficial as a result of this change? 5- What did you find least beneficial as a result of this change? 6- If you could have changed one thing about this process, what would it be? 7- In one word, identify your resulting reaction to the implementation of being paperless. 8- Do you feel that your efforts to maintain a paperless environment will benefit you and your coworkers? Why?