Transforming Technology for a Large Public Sector Organisation

A large public sector organisation faced significant challenges stemming from years of digital debt, with outdated technology and systems impacting performance, security, and user satisfaction. The organisation embarked on an ambitious transformation program, focusing on cloud migration, enhanced records management, cyber security improvements, and telephony upgrades. However, past attempts at change had left employees disillusioned due to overpromising and underdelivering, coupled with a poor end-user experience.

Our role was to guide the organisation through this complex transformation, ensuring a successful transition while fostering a positive change experience for all stakeholders.

Challenges

  1. Digital Debt: Legacy systems and outdated infrastructure had hindered operational efficiency and innovation.

  2. Negative Change History: Previous initiatives were poorly executed, leading to disappointing results and user resistance.

  3. End-User Experience: Employees had experienced confusing and painful changes in the past, leading to skepticism about new initiatives.

  4. Complex Organizational Needs: Each team had unique workflows, requiring a tailored approach to minimise disruption.

Approach

1. Discovery and Understanding

A significant period of discovery was dedicated to understanding the unique needs and workflows of each team. This phase involved:

  • Engaging with stakeholders to identify pain points and priorities.

  • Mapping out the impact of proposed changes on day-to-day operations.

  • Building a comprehensive view of the organisation’s technical and cultural landscape.

2. Clear and Transparent Communication

To rebuild trust and ensure alignment, we focused on:

  • Clarity of Expectations: Clearly defining the objectives, timeline, and expected outcomes of each initiative.

  • Comprehensive Change Communication: Keeping users informed about what changes were happening, when they would occur, and where to find support.

  • Positive Reinforcement: Highlighting quick wins and reinforcing the benefits of the transformation to build momentum and confidence.

3. User-Centric Execution

Key initiatives were planned and executed with the end-user experience at the forefront:

  • Cloud Migration: Transitioned on-premise systems to a modern, scalable cloud environment with minimal disruption.

  • Records Management Upgrade: Implemented a robust system to streamline document handling and compliance, tailored to each team’s needs.

  • Cyber Security Program: Focused on improving user behavior through targeted training and awareness campaigns, alongside technical enhancements.

  • Telephony Upgrade: Replaced outdated systems with a modern, integrated solution to improve communication and collaboration.

Results

  1. Improved User Experience: Employees reported a significantly smoother and more intuitive experience during and after the transformation.

  2. Increased Trust in Change Initiatives: Transparent communication and successful execution helped rebuild confidence in organisational changes.

  3. Enhanced Efficiency and Security: Modernised systems improved operational efficiency, while the cyber security program reduced vulnerabilities.

  4. Sustainable Transformation: By addressing both technical and cultural aspects, the changes were well-received and positioned the organisation for long-term success.

Key Takeaways

This case study demonstrates the importance of:

  • Investing in Discovery: Understanding organisational needs is critical for designing effective solutions.

  • Prioritizing Communication: Clear, consistent messaging fosters trust and reduces resistance.

  • User-Centric Design: Aligning technology upgrades with end-user needs ensures better adoption and satisfaction.

Through a strategic, people-first approach, we helped this public sector organisation achieve its ambitious transformation goals while creating a foundation for future innovation and resilience.