Case Study

Refinitiv / Thomson Reuters

Refinitiv / Thomson Reuters

Imagining, shaping & delivering an [ award-winning ] customer self-service platform.

We supported the transport community by delivering an end-to-end change programme to achieve business readiness among over 300 organisations in the public and private sector across England and spearheading change activities around the implementation of a major digital system. The approach encompassed a comprehensive stakeholder landscape analysis, strategy, and delivery of train-the-trainer approach; comms with every impacted organisation and the development of a change app for users to access documentation and support each other to transition.

The stakeholder landscape was complex, with representatives from Local Government, private sector organisations. Sentiments differed hugely around the country and required constant monitoring. Agile developments to the new system meant that it was constantly iterated upon and we had to anticipate how each development would be received to engage stakeholders and deliver the best training guidance.

Our approach involved close contact with each stakeholder, seeking to understand their specific needs and empower them to solve any problems they encountered. We delivered training materials in many different forms; including webinars, roadshows and through a custom-built app. This gave stakeholders a choice in how they accessed materials. This sense of agency was instrumental in building support for the new system.

The whole industry was ready to adopt the new system when it became a legal requirement. Moreover, they had been taken on a journey and been empowered to use the business readiness and training materials which we had produced in their own contexts. Each stakeholder’s specific needs had been catered for, leaving the industry more receptive to large-scale changes than before. Finally, we facilitated a change in the industry towards more collaborative ways of working.

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