Change Management (CHARE)

It is a well-known fact that the real benefits from the use of ICTs come not from simple automatization of the existing processes but from changing these processes and reinventing service delivery in the information society.

The eGovernance Academy in Estonia has compiled the change management lessons learned from Estonia and elsewhere and, as a result, developed the CHARE (Change and Reinvent) framework. CHARE helps to conceptualize emerging understandings and serves as a guiding tool for changing management tasks. The revaluation of IT architecture has produced a variety of conceptual tools commonly known as service oriented architecture frameworks. These frameworks are heavily formalized and, while certainly useful, directed toward enterprise architecture development.

Our approach has greater flexibility and allows IT staff to concentrate on concrete deliverables while the change management team guides the revision of service delivery, manages expectations and helps seamlessly implement changes. CHARE uses vision building to as a guide for overall development. It does not attempt to build a new system from ground up but rather utilizes the strengths of the existing solutions, identifies the most impactful changes in relation to overall goals and ensures the buy-in of the stakeholders to deliver the desired results.




As CHARE emphasizes the idea that no single change should create other potentially damaging results for the successful implementation of the overall project, the method serves as a modular approach.

The CHARE approach is designed to anchor dreams into hard reality. Change does not happen with the procurement of new computers or information systems. First and foremost, it is a change in values of the participant values and the unlocking the existing resources within organisations. CHARE is about uncomfortable questions on whether one procedure or another makes sense or should be redesigned or scrapped altogether. It balances between a healthy respect for laws and a reckless disregard for routine.

CHARE starts with the assessment of a situation, usually when traditional improvements do not provide expected results. It combines legal, organisational and IT knowledge in order to map the AS IS picture and expectations. It looks beyond laws, norms and customs to understand the functional requirements of procedures and where they originate from. Then, in close cooperation with leaders of the stakeholders, it helps formulate a vision and  translate that vision into the TO BE process, supporting the project team in both design and implementation stages.

The eGovernance Academy has observed, researched and advised on how technology is impacting people and organisations in more than 50 countries, in central, provincial and local government level and has delivered inspirational training sessions on that topic since 2002.

For more information about CHARE, please contact Mr Ivar Tallo, the Senior Expert and Founder of e-Governance Academy.

For more information about trainings, please contact Ms Annela Kiirats, the Training Manager.

Head of Domain