A Commonwealth department in the health portfolio undertook a significant reform to how older people are assessed for aged care, replacing multiple parallel pathways with a single integrated model.
The department engaged Holan Group to develop change communications, coordinate stakeholder engagement and support contracted provider organisations through selected stages of the rollout.
Adoption depended on provider organisations and their staff receiving clear, timely and consistent information. By translating complex policy and system changes into practical guidance, Holan helped build confidence and readiness across the provider workforce.
The challenge
The reform required contracted providers to adopt new processes and digital tools through a staged rollout. Different stakeholder groups needed different information, and communications had to stay aligned with both policy intent and system functionality that was still evolving.
The department also needed a structured approach to stakeholder engagement, one that captured questions, tracked them through to resolution and closed the loop with providers, so that confidence held as implementation progressed.
Approach
Holan Group delivered an integrated change management and communications approach across the rollout stages within scope of the engagement.
- Audience-specific communications. Tailored content for frontline staff, provider managers and internal departmental teams, built around what each group needed to know and when.
- Plain-language translation. Fact sheets, release updates and guidance materials that explained system and process changes in practical terms while preserving policy intent.
- Stakeholder engagement coordination. Planning and facilitating recurring forums and briefings for provider organisations, including agenda development, presentation support and speaker coordination.
- Embedded quality assurance. Structured review processes with policy and ICT teams so that every communication accurately reflected agreed policy and system functionality before release.
- Feedback management. A tracked process for capturing stakeholder questions, assigning actions and monitoring responses across policy and ICT teams.
Outcomes
Improved stakeholder readiness. Provider organisations and their teams received clear, consistent guidance that supported confidence in adopting new processes and digital tools.
More reliable communications. Structured policy and ICT reviews meant published materials accurately reflected both policy intent and system functionality as the rollout progressed.
Stronger stakeholder engagement. Well-coordinated forums created meaningful opportunities for discussion while giving the department direct feedback from provider organisations.
Better governance and responsiveness. A tracked feedback process improved accountability for stakeholder enquiries and enabled issues to be resolved more consistently.
Want to learn more?
Successful organisational change depends on people understanding not only what is changing, but why it matters and how it affects their work.
Holan Group helps government agencies deliver practical change management, stakeholder engagement and communications that build confidence, support adoption and improve program outcomes. Speak with our team about how we can support your next transformation initiative.
What We Offer
Change Management
Supporting organisations to prepare for, adopt and sustain change through practical implementation strategies.
Stakeholder Engagement
Designing and delivering engagement approaches that build trust, gather feedback and support successful program delivery.
Strategic Communications
Developing clear, audience-focused communications that translate complex policy and technical information into practical guidance.
Plain Language Content Design
Creating accessible content that improves understanding while maintaining technical accuracy and policy intent.
Forum and Briefing Coordination
Planning and facilitating stakeholder forums, executive briefings and engagement activities that encourage meaningful participation.
Frequently asked questions
Why is change management important for government reform?
Effective change management helps people understand, adopt and sustain new ways of working during complex reform programs.
What is stakeholder engagement in government programs?
Stakeholder engagement ensures affected organisations and individuals receive the information and support they need while providing valuable feedback throughout implementation.
Why is plain-language communication important?
Plain-language communication makes complex policy and technical information easier to understand, improving confidence and reducing the risk of misinterpretation.
How do government agencies manage large-scale program communications?
By tailoring messages to different audiences, coordinating engagement activities and ensuring communications are accurate, timely and consistent.
How can Holan Group support change programs?
We help government agencies design and deliver change management, communications and stakeholder engagement strategies that support successful implementation and lasting outcomes.
