Culture & Change ยท CUL-07
Adoption support for affected teams
Teams whose work changes because of AI get practical support through the change, and actual adoption is tracked against what was planned.
Why it matters
Going live is not the same as being used well. Teams need time, help and adjusted processes to change how they work, and without tracking nobody knows whether a tool is being used as intended, worked around or ignored.
Levels
| 0 Absent | Confirmed absent: the evidence shows nothing is in place. Not known is recorded as insufficient evidence, not 0. |
|---|---|
| 1 Initial | Teams are given the tool and expected to adapt; nobody checks whether it is used. |
| 2 Developing | Some teams get support at launch, but it stops soon after and adoption is not tracked. |
| 3 Defined | Every team affected by a significant use of AI has a support plan for the change, and adoption is tracked against planned levels. |
| 4 Managed | Adoption data is reviewed regularly, teams falling behind receive targeted support, and the reasons for low adoption are recorded and acted on. |
| 5 Optimising | Support approaches are improved from adoption patterns across many rollouts, and new rollouts plan support from that evidence. |
Level 3 criteria
Level 3 is met when every applicable criterion is met. Criteria marked with an overlay apply only to organisations with that characteristic (overlays).
- CUL-07.1 Every team affected by a significant use of AI has a support plan.
- CUL-07.2 Each support plan covers process changes, time to adapt and help after go-live.
- CUL-07.3 Adoption is tracked against planned levels.
Assessment questions
- For a recent use of AI, what support did the affected team receive before and after go-live?
- How do you know whether the team is actually using it as intended?
- What happens when adoption is lower than planned?
- Support plans for teams affected by recent rollouts
- Adoption tracking data compared with planned levels
How to reach Level 3
- Write a support plan template that covers process changes, time for teams to adapt and help after go-live.
- Require a completed support plan for every team affected by a significant use of AI before it goes live.
- Agree planned adoption levels for each rollout, such as how many people use the tool and for which tasks.
- Track actual adoption against those levels after go-live and share the results with the team and its business owner.
Common pitfalls
- Stopping support at launch week, when most adjustment happens later.
- Measuring logins rather than whether the tool is used for the intended work.
- Expecting teams to adapt without time set aside from their normal workload.
Starter artefacts
- Team support plan template
- Adoption tracking sheet against planned levels
Cross-references
| MITRE AI Maturity Model | P6.1 direct |
|---|---|
| NIST AI 600-1 | R7 partial |
| UK Data and AI Ethics Framework | SAT 3.8 partial |
| UNESCO AI Maturity Framework | 2.4 direct |
direct: this control at Level 3 meets the item. partial: it covers part of it.