Managing change — not implementing technology — is often the biggest hurdle when an agency transitions from existing systems to a new information technology infrastructure, Internal Revenue Service officials said April 1.
“Instilling change is 80 percent of it,” said Theresa Beverly, infrastructure transition program manager at IRS. “People are a very big part of it. Basically, they’ve been used to doing work [one way] and it’s been working for them. Now you want [to change it] and make it better, but they say, 'Who asked? It’s working for me.' ”