Chief Technology Officer for the Arizona Medical Board Pushpa Gregory shares tips for making changes in an interview with GL Solutions.
“Our staff in the agency have seen so many improvements over these years with all the automation. Their expectations are pretty high,” says Pushpa Gregory. “When changes are mandated, we have to do it the best way possible, without too much pain for the staff. Those changes are a little difficult to accept sometimes, but that has to be done. There are no options there.”
Pushpa Gregory highlights two ideas for making changes easy at your regulatory agency:
Focus on Customers
“Because as an agency we are so customer focused,” explains Gregory, “we make sure our licensees have a good experience, or the general Arizona public have a good experience. I think that they understand that the staff understands that; and so they’re open to those changes.”
Involve your Staff
“We don’t have issues where they’re resisting the change,” says Gregory. “And that’s why I think it’s important to involve them right from the beginning. If things have already been implemented, and then you go and tell them, they may not accept it so well. But we make sure to bring everybody to the table right at the outset, right from the conception of the project even.”
To hear the whole interview, listen to our Talkin’ SaaS podcast episode.
Editor’s note: Answers edited for clarity and brevity.