Heritage People's Choice
Our client was a Brisbane-based mutual bank primarily catering to local government employees and professionals involved in justice, safety, and community services.
The challenge
Facing a withdrawal of services from its existing insurance provider, this financial institution was tasked with transitioning to a new insurance provider within a constrained 4-month period. Concurrently, the client was delivering other major digital transformations, highlighting the challenges and demands on project management, change management, business analysis and business expertise throughout the transition and technological upgrade.
The approach
Escient’s dedicated team of project, change and business analysis experts we’re pivotal throughout the transition phase. The transition’s success hinged on multiple criteria:
- Staff and member engagement: Facilitating training for staff, engaging members with the new provider, and rolling out an online policy management portal.
- System and platform implementation: System set up, platform testing, and ensuring seamless digital integration.
- Process and controls alignment: Ensuring the processes and activities of the client team met both their own and the insurance providers standards post transition.
- Governance and oversight: Establishing protocols for governance and business operations while optimising user controls.
- Lessons and future planning: Capturing and documenting key takeaways for broader organisational learning.
The outcome
Escient successfully facilitated the transition to the new insurance provider, culminating in a smooth, on schedule go-live. To ensure sustainability and clarity of operations post-transition, a suite of comprehensive project close out and handover to ‘business as usual’ was undertaken, encompassing:
- Project closure and review. Including a formal closure report, go-live checklist, retrospective activity report, and both internal and vendor closed actions reports.
- Operational governance. Including RACI, vendor insurance operations manual, and vendor management guidance.
- Change management and readiness. Change management readiness report, change impact assessment & management plan, and ongoing change communications.
- Process documentation. Artefacts such as Process Maps and information for generating and responding to staff FAQs.
Throughout the project, Escient ensured robust support and detailed documentation to uphold the transition’s success into the future.