Pain now, pain later

We’ve just finished a roll out of a new telephone system.  It took over a year and we’ve replaced fourteen previous systems with a single brand spanking internet protocol system.  It has been the best of times and the worst of times.

People were up in arms.   The new system didn’t work.  It didn’t do what the old system did.  We never asked them what they wanted.  We never told them that it was coming.  We didn’t deliver what they wanted.

We had a project team set up.  It had a representative from each of the services.  We talked about communications.  We had articles in the newsletter, we had articles on the intranet and we even had posters on the toilet doors to say the new phone system was coming.

People complained and moaned and escalated. We had emergency sessions and lessons learnt but now we’ve finished it’s all gone quiet.  Yes, we still get the odd problem but the heat has gone out of it all.

So we’ve started the replacement of our printers.  It’s going to take just over a year and we are replacing hundreds of different types of printer with one kind of brand spanking multi-functional device.  It will be the best of times and the worst of times.

People will be up in arms.   The new printers won’t work.  They won’t do what the old printers did.  We haven’t asked them what they wanted.  We haven’t told them that it was coming.  We won’t deliver what they want.

We have a project team set up.  It has a representative from each of the services.  We are talking about communications.  We’ll have articles in the newsletter, we’ll have articles on the intranet and we’ll even put flyers on people’s desks to say the new printers are coming.

People will complain and moan and escalate. We will have emergency sessions yet we applied the lessons learnt and soon it will be finished and it will all go quiet.  Yes, we still get the odd problem but the heat will be gone out of it all.

And then we’ll start something new because that’s the way it goes in Information and Communications Technology.

One thought on “Pain now, pain later

  1. People always complain about the new. But I love IP telephony, that’s why I enjoy the telephony work I do in the schools. I’m very envious of the new corporate system 🙂

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