Implementation of digital case management in public entities
Managing the changes activities when digitalising case management (case handling) in decentral entities in a public board.
Organisational Change Management – Manage the change
Norway, Sweden, Denmark and Finland
Transformation after acquisition of competitor
The public board had numerous autonomous and decentralised entities with different paper based case management workflows and systems. Going forward all paper based case management would be digitalised and the same system and processes rolled out to all entities.
The key challenge was the large and diverse stakeholder group – both internally in the decentralised entities and externally with different cooperating parties. Furthermore, the organisation suffered from bad experience with earlier unsuccessful IT projects resulting in a high tension in the environment in the project team.
proacteur developed a change management plan to support:
- Active involvement of all stakeholder groups from early stages of project and with regular meeting with all stakeholder groups
- Massive communication with focus on openness and honesty to ensure transparency. The project was able to contain negative reactions when adverse events and delays occurred.
- Extensive support for central and decentral management by ensuring relevant knowledge and competencies to ensure active ownership from analysis to benefit realisation
Despite challenges with the technical implementation, the case management was successfully digitalised because of the high level of involvement and communication.