Putting significant time and effort into change management was and is a must for transformation. Helping customers, stakeholders, partners and our people to understand what we were trying to achieve and why, and what part they needed to play was key to the changes introduced by transformation being adopted.
A specialist with experience in transformational change including large-scale organisation design was appointed to the programme leadership team. The change team, in turn, included a mix of experienced consultants with technical skills and Inland Revenue people who understood the business. The team’s first deliverable was a change management framework, providing the architecture for the change management strategy which underpinned our change management approach across all stages of the programme.