Implementing Comprehensive Change Management to Replace Core Business Systems

The Challenge

A government agency was struggling to replace three legacy business systems that were no longer fit for purpose. The project had stalled twice due to its complexity and poor alignment with business needs, resulting in widespread change fatigue in staff and negative stakeholder sentiment.

We were asked to design and implement a change management approach that would support a smooth, low-disruption transition for staff and stakeholders.

The Solution

Established a change reference group to co-develop the change strategy and support ongoing program success.

Engaged internal and external stakeholders through regular consultation to build trust and maintain alignment.

Conducted a business requirements design process to identify change leaders across impacted teams and support early engagement.

Performed a change impact assessment to guide targeted interventions and address change fatigue across stakeholder groups.

Developed a change plan and communications strategy in partnership with senior leadership to sustain engagement through to go-live.

Delivered training as a core element of the change program to build confidence, reinforce key messages and ensure readiness across all teams.

The Impact

The new systems and processes were fully adopted, resulting in improved operations and a more effective regulatory function.

Internal teams embraced the transformation, using it as a catalyst to improve their own policies and processes. Stakeholders aligned around the importance of the change, with external users confidently adopting new system features.