Allison Colbourne - Chief Storyteller and People Partner, Narrative Consulting Inc

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Work Background

BC TransitManager, Victoria Engagement & Change Management

Jun. 2022Victoria, BC

Narrative Consulting Inc.Chief Storyteller and People Partner

Jul. 2020Victoria, British Columbia, CanadaOur team focuses on organization and business transformation services. We proudly offer: Strategy, Business and Technology Advisory Leadership, Team, and Organizational Development Organizational Change Management Digital Engagement Customer and Employee Experience (CX/EX) Business Process Improvement Project Execution & Management Business Analysis Application Portfolio Rationalization Lumina Spark and Lumina Leader facilitation and coaching Recent activities: • Provided ongoing business analysis support, including process redesign, customer journey mapping, and systems implementation support and training for a crown corporation client during the implementation of various Atlassian products. • Developed and managed the "Making Work Safe" public consultation for the Yukon Government under the 2021 Confidence and Supply Agreement. Activities included completing an inter-jurisdictional scan, digital public engagement, panel facilitation, and delivery of recommendations to establish paid sick leave to the Legislative Assembly of Yukon. • Acted as Product Owner and exercised authority over requirements and work products related to change management and communications in support of a public sector client's Act Modernization project. • Facilitation of client inception workshops, team development sessions, and Way of Working collaborative development sessions for newly formed Agile teams.

Avocette Technologies Inc.Senior Business Analyst

Aug. 2019 - Jul. 2020Victoria, BC Canada• Provided strategic business analysis to clients to develop technical solutions and improved business processes for the modernization of a legacy business application through the BC Government's Exchange Lab. • Supported client projects with organizational change management deliverables such as change management plans, stakeholder analysis, training needs assessments and communications. • Facilitated business development and planning workshops for senior executives and managed follow-up activities related to client relationships and business development. • Developed presentations and materials to be presented at upcoming conferences.

BC Public ServiceSenior Business Analyst

Jan. 2019 - Aug. 2019Victoria, BC Canada• Analysis, discovery and project re-alignment for the Office of the Chief Information Officer’s Employee Transfer Project. • Provided business analysis / consulting services and identified ongoing business and technology needs consistent with government and ministry business requirements to support a new cross-government service. • Conducted needs assessments, data collection, user research and data analysis.

BC Public ServiceBusiness Analyst

Aug. 2017 - Jun. 2019Victoria, British ColumbiaProvides technology planning, business analysis, systems design and client support services. Provides technical and project management expertise for multiple, concurrent, medium-sized projects from initiation to completion. • Lead the development of the Information Management Branch’s Strategic Plan for the Senior Management Team. • Gathered business requirements, developed use cases and facilitated stakeholder engagement working groups. • Project manager for the decommissioning of Service Anywhere during the transition to ServiceNow.

BC Public ServiceBusiness Implementation Specialist

May. 2016 - Aug. 2017Victoria, British Columbia, Canada• Developed and implemented training for front-line staff during roll out of complex systems implementations, citizen-facing programs and service delivery improvements. • Provided recommendations for continuous improvement based on data analytics and was responsible for the implementation of those continuous improvement strategies. • Recipient of the BC Public Service Agency’s Award of Excellence for improvements made to operational processes and reporting and analytics capabilities within a high-volume public-facing service delivery unit.

BC Public ServiceManager, Engagement & Change Initiatives

May. 2015 - May. 2016Victoria, British Columbia, CanadaJOB OVERVIEW To provide strategic advice and consultation on the development of communications and engagement plans for the Division. Responsible for implementation of a framework that provides support to the leaders of Hiring and Service Operations, through a variety of tools (i.e. SharePoint). ACCOUNTABILITIES • Researched and analyzed workforce issues and trends in Service Operations to meet the business needs of the division in order to identify and recommend strategies; • Developed and implemented communication strategies and other mechanisms to ensure divisional leadership and staff were apprised of programs, initiatives, and services in the division and the Agency; • Lead the implementation of engagement strategies to assist with divisional Business Planning and staff involvement; • Developed evaluation tools and conducted an ongoing evaluation of communications and change initiatives to ensure results met expectations and provided a good return on investment; • Worked closely with senior management to develop communications and engagement plans that aligned with business and customer needs; • Provided support to divisional management to ensure the effective implementation of strategic communications; • Built strategic partnerships with lines of business to ensure effective customer communications • Supervised staff including assignment of work, development and evaluation of performance plans, approval of leave, response to grievances and initiation of discipline processes.

BC Public ServiceService Quality Advisor

Jul. 2014 - May. 2015Victoria, BC, CanadaJOB OVERVIEW Reporting to the Director, HR Services Centre, the Service Quality Specialist provides advice to Hiring Services staff on service flow and business processes and collaborates with strategic and operational staff to implement and manage the quality assurance improvement audit program for Hiring Services. ACCOUNTABILITIES • Provided expertise and guidance to Hiring staff related to service delivery methodologies and business process changes, liaising with other lines of business as required. • Escalated issues (business process, business trends, training needs, challenges, or barriers) to the Hiring Services management team and recommends options/solutions. • Participated in the development of, and implementation of the Quality Assurance Audit Plan. • Reviewed, analyzed, and monitored metrics and customer satisfaction results and made recommendations to improve the quality of customer service delivery. (i.e. training requirements; technology requirements; resource distribution). • Performed trend analysis to identify inconsistencies and gaps and made recommendations regarding service standards and efficiencies and, proposes changes to service standards, processes policies and procedures. • Reviewed preliminary quality audit results and identified trends for management to incorporate into team practices and staff coaching conversations. • Participated in service scoring systems (calibration) in consultation with Hiring Services management. • Lead hiring staff focus groups in a continuous review of service delivery and business process improvement. • Developed, implemented, and monitored continuous improvement measures for Hiring Services.

BC Public ServiceProject Coordinator

Apr. 2014 - Jul. 2014Victoria, british columbiaAs Project Coordinator for the Social Sector Information Services Division, I was responsible for: • Coordinating and providing progress guidance to ensure compliance with accepted project management standards for a variety of projects. These projects crossed organizational boundaries, and were high profile in terms of stakeholder interest and ministry goals. • Carried out the planning, implementation, and delivery of the project as a formal team member. • Identified project risk and developed risk mitigation strategies and risk controls. • Established project management guidelines, procedures, formats and templates and maintained project management tracking systems. • Tracked project activities, monitored project parameters and reported out on project scope, time, costs, risks, quality, communication, procurement, changes to human resources, and integration with other projects. • Provided work direction to contracted resources, monitored delivery of services in relation to contract terms, resolved routine problems and escalated noncompliance issues. • Tracked and analyzed projects throughout the project management life cycle and made recommendations to re-allocate and adjust resources an timelines. • Developed analytical documentation through the identification, gathering, verification, analysis and compilation of data. • Lead and facilitated project planning sessions with senior managers and project participants to identify clear project goals and objectives, scope and deliverables and performance measures.

BC Public ServiceIntegrated Case Management (ICM) Core Team Member / Subject Matter Expert

Aug. 2011 - Apr. 2014Victoria, British Columbia, CanadaAs a Subject Matter Expert representing the Provincial Services Contact Centre and the BC Bus Pass Program, I created business requirements, worked through the application design, and wrote and executed Systems Integration, User Acceptance, Conversion and Regression test scripts during the implementation of Integrated Case Management Phase 3 and it’s subsequent dot releases. With the key responsibility of ensuring the business requirements for the transactional financial components, it was imperative that I work closely with the Financial Administrative Services Branch to ensure that all new processes and role settings were compliant with financial policy. I was also responsible for leading the transition to Translink’s Compass Bus Passes, which required complex business logic, and difficult testing scenarios to accommodate the systems integrations and maximize the benefits offered by the partnership with Translink and the Compass system.