Getting staff to actually use a new services portal
- Challenge
- A new digital services portal went live, but most front-line teams kept processing requests on paper.
- What we did
- Readiness assessment across four departments, a network of 18 change champions and three simulation days built around real service scenarios.
- weekly active use after 6 months
- 84%weekly active use after 6 months
- staff engaged
- 212staff engaged