Driving Change and Making it Stick at Utah Department of Transportation

Change management is critical for instilling new behaviors and making sure they stick to help drive sustainable improvements. But there are plenty of factors that can potentially prevent an organization from having a formal change management program, like insufficient resources or a lack of support from executives. The good news is that even organizations without formalized change management processes and structures can still carry out meaningful change management activities. 

In an interview with APQC, Lindsay Hansen shared insights about the role that change management plays in her work as Process Improvement Program Manager at the Utah Department of Transportation (UDOT). UDOT provides a good example of the opportunities, challenges, and priorities of organizations that are just beginning their change management journey. Even if the organization lacks a formal change management program for now, it is growing the capabilities that will allow change management to flourish in the future. 

Please note, this interview was conducted in May 2023. The Process Improvement Program Manager role no longer exists at the agency as of March 2024.