The world and its people are undergoing a constant change. Changes meet us permanently in all areas of everyday life and require an adaptation to new circumstances. In working life, change processes with the involvement of many employees, often release uncertainty and fear. Refusal and opposition are mostly the result. External influences like the entry of Austria into the European Union, but also measures like an enhanced customer orientation and a pursued rise of the service character, required in the last two decades a radical restructuring in the Austrian tax and customs management. As an effect, these reforms also had repeatedly significant impacts on the staff and its usual working surroundings and conditions. This work examines, at the example of the Austrian customs management, the creation of a change process focusing special factors of influence.