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Digitalisation of administrative processes across the public sector

The creation of a change management strategy, adapted to the unique challenges the project might encounter when digitalising processes across multiple different institutions in the public sector, based on a thorough pre-analysis.

Organisational Change Management – Understanding the Issue

Public sector



Pre-analysis of organisational implementation challenges in central ERP system implementation

Due to lack of alignment in systems and processes applied across the public institutions, the goal of the project was to to digitalise processes through implementation of a common module in an ERP system. More than 60.000 users and 130+ institutions were to be impacted.

The diversity of the scope was the key challenge. More than 130 institutions, with their own local management as well as different processes and systems, would be affected. And the 60.000+ users would be affected differently. The change readiness of the individual institutions varied. Furthermore, there was a low level of change management maturity in the central project management team.

To assess how the users and the institutions would be impacted, proacteur used four assessment tools from Prosci – impact assessment, risk assessment, sponsor assessment and ADKAR assessment. A number of workshops and interviews with representatives from different user groups and institutions were conducted to supply input for the assessments.

As a result, 10 unique challenges were identified, which were used to create..

The output from this was identification of 10 unique challenges used as main input for creating a change management strategy to ensure a successful implementation.

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