Driving digital adoption through strategic change communication
Strategic communication
Change management
Challenge
When a Division within the Department of Defence needed to upgrade its outdated and unstable ICT systems, the technical migration was only part of the challenge. The systems being replaced underpinned critical human resources functions across the department and the transition would directly affect the way staff worked, the way the workforce accessed services, and the way leaders managed their teams.
Without a clear, coordinated communication strategy, the risk of confusion, resistance and disruption was significant. The Division needed more than a technology upgrade plan. It needed a change communication program that could prepare people at every level, from senior leaders to frontline staff, for what was coming, and keep them supported throughout.
Approach
We developed strategic messaging that built genuine awareness of why the change was necessary and the desire to engage with it before a single system went live. Tailored talking points for senior leadership ensured the most influential voices across the Division were aligned and consistent, while targeted support helped department leads become confident advocates for the transformation within their own teams.
We planned for disruption from the outset, supporting the development of business continuity plans so that when outages occurred, interim processes were already in place and communication about this was drafted, approved and ready to be released.
Our team also developed targeted communications to ensure new processes were clearly understood across the whole workforce.
As the program continued beyond the initial transition, our communication strategy remained aligned with the training rollout, ensuring users had the knowledge and confidence to adopt the new systems seamlessly.
Impact
The communication program supported a complex, multi-system digital transformation across a Division responsible for the human resources functions of an 80,000 strong workforce.
By building awareness before the change, equipping leaders to communicate with confidence and planning proactively for disruption, the program reduced uncertainty and resistance at every level of the organisation. The ongoing alignment of communication and training continues to support adoption ensuring the long-term success of the digital transformation well beyond the initial rollout.
By building awareness before the change, equipping leaders to communicate with confidence and planning proactively for disruption, the program reduced uncertainty and resistance at every level of the organisation.
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