The business needed to upgrade their Windows OS at the same time as reshaping customer processes through customer led design and introducing automation for some tasks.

Develop a communication and change programme to support the three sets of changes.

• Developed an approach that brought all three programmes together, so colleagues could make sense of the changes.
• Developed training, created a group of change leaders, created interactive sessions and labs in a joined up way, so all the practical considerations were included.
• Showcased success of the earlier changes on a wall of evidence, to build confidence in the next actions.
• Set tasks to refresh ways of working outside the core platform change to empower people to make other changes to benefit customers at the same time.

• The changes were delivered smoothly with robust follow up and minimal reactive support needed.
• Colleagues could explain the changes in their own way and we measured their understanding of why this was happening.
• Colleagues also suggested improvements to processes and activities.

• Business Change Management & Communication
• digital transformation
• Change Communications and Engagement

• Accelerated Solution Delivery