Introduction
The Public Affairs Branch of a medium-sized Federal Government agency initiated a strategic consultation process to reimagine its role, structure and ways of working. This was driven by broader organisational transformation and the need to align with the agency’s future-state aspirations. Recognising that sustainable change required inclusive engagement, Holan Group was engaged to co-design and shape a fit-for-purpose operating model.
Approach
Holan deployed professional HR and change management specialists to undertake:
- Team-wide consultation sessions to gather insights on branch functions, enabling systems, processes, stakeholder relationships, priority areas and preferred ways of working.
- Discovery interviews and process mapping to understand current workflows, identify pain points and surface opportunities for improvement.
- Feedback loops through surveys, workshops and targeted interviews to validate findings and refine concepts.
- Co-design workshops to collaboratively explore new models, capabilities and processes.
The process culminated in a Discovery Report detailing branch functions and ways of working, a set of priority areas for enhancement, and a draft Operating Model Framework — encompassing branch structure and role clarity, core capabilities aligned to strategic direction, a value proposition and stakeholder engagement approach, a technology roadmap, governance and decision-making protocols, and a bespoke Business Partner Model.
Results
Successful transition. A refreshed branch structure and ways of working were implemented on time and on budget. The branch operationalised to support delivery of public affairs services to internal and external stakeholders, incorporating business process design, information management protocols, decision-making structures and increased support from enabling areas including IT and HR.
Improved service delivery. A bespoke Business Partner Model enhanced how the branch works with its clients — amplifying engagement and collaboration, improving alignment, and better supporting team members and clients through the communications and engagement delivery lifecycle.
Capability uplift and efficiency. Team members now have clear remits and role descriptions that provide assurance of responsibility and supported autonomy. Replacing team silos with collaboration tactics, together with development opportunities, enabled the fresh start that branch members reported as their key priority at the start of the engagement.
Frequently asked questions
What is workforce change management?
It is the structured approach used to help people, teams and organisations adapt to new ways of working, covering communication, engagement, capability building and behavioural change.
Why is it important?
Change is hard, and even the best-designed transformation can fail if people are not ready or supported to change. Effective change management reduces resistance, improves adoption and accelerates realisation of business outcomes.
What does it typically involve?
It includes stakeholder analysis, change impact assessments, targeted communication plans, leadership alignment, training and coaching programs, and mechanisms to monitor adoption and feedback.
How do you measure success?
Success is tracked through engagement metrics, readiness assessments, adoption rates, performance improvements, and feedback loops that show whether new behaviours and processes are embedded.
What makes change management effective?
Clear leadership sponsorship, honest communication, early and continuous engagement, practical tools for managers, and alignment between people, process and technology are the hallmarks of success.
