The city was in the process of launching their non-emergency 3-1-1 call center and identified multiple change management issues that needed to be addressed prior to launch. The city engaged Stern Consulting to perform a change management analysis to identify the following issues:

Stern Consulting provided content that was utilized for internal educational workshops and coaching templates that were utilized to help guide the change management process. Due to the change management principles deployed, the city experienced a smooth launch of their call center and below industry average turnover rates for their front-line call takers.