Comms support for a workplace transformation programme

The challenge

A government department had initiated a transformation of how its office spaces were operated and managed, including new security and facilities management contracts and a new digital helpdesk. However, until April 2023, stakeholders, including clients, customers, and colleagues, were not adequately informed of the upcoming changes, leading to a critical gap in awareness and understanding.

Our approach

• We developed a comprehensive communications plan to ensure transparent and timely sharing of information for all stakeholders 
• Outlined workstream activities, key milestones such as contract awards and go-live dates, and built awareness of a clear timeline 
• Monthly client engagement sessions provided a platform for direct interaction with Directors
• Countdown communications led to go-live and post-go-live engagement sessions being meticulously planned and executed 
• An array of communication mediums, including newsletters, intranet articles, digital signage, and posters, were developed 
• Feedback channels and a dedicated program mailbox were also established to address queries and concerns 

The outcomes

• Strategic communication planning, design, and delivery resulting in widespread awareness, understanding, and acceptance, with 160 stakeholders being actively engaged and informed about the forthcoming changes and the associated benefits.
• Approximately 150,000 customers across 90+ buildings informed about accessing the new services and how to contact support and raise issues. 
• The launch of new contact details seamless access of services from day one of go-live.