The rollout of the Single Assessment System represented a significant change for aged care assessment organisations, replacing multiple assessment pathways with a single, integrated approach for older Australians.
A Commonwealth department in the health sector engaged Holan Group to develop change communications, coordinate stakeholder engagement and support organisations through each stage of implementation.
Successful adoption depended on assessors and assessment organisations receiving clear, timely and consistent information. By translating complex policy and system changes into practical guidance, Holan helped build confidence and readiness across the assessment workforce.
The challenge
Implementing the Single Assessment System required external assessment organisations to adopt new processes and digital tools through a staged rollout. Different stakeholder groups needed different information, while communications had to remain consistent with both policy intent and evolving system functionality.
The department also needed a structured approach to stakeholder engagement that enabled questions to be captured, resolved and communicated efficiently, helping maintain confidence throughout implementation.
Approach
Holan Group delivered an integrated change management and communications approach that supported stakeholder readiness across each phase of the rollout.
- Developing audience-specific communications — creating tailored content for assessors, assessment organisation managers and internal program teams based on their individual information needs.
- Translating technical information into plain language — producing fact sheets, release updates and guidance materials that explained system and process changes in clear, practical terms while preserving policy intent.
- Coordinating stakeholder engagement — planning and facilitating recurring forums and briefings for assessment organisations, including agenda development, presentation support and stakeholder coordination.
- Embedding quality assurance — establishing structured review processes with policy and ICT teams to ensure every communication accurately reflected agreed policy and system functionality before release.
- Strengthening feedback management — implementing a tracked process for capturing stakeholder questions, assigning actions and monitoring responses across policy and ICT teams.
Outcome
Improved stakeholder readiness. Assessment organisations and assessors received clear, consistent guidance that supported confidence in adopting new processes and digital tools.
More reliable communications. Structured policy and ICT reviews ensured published materials accurately reflected both policy intent and system functionality throughout the rollout.
Stronger stakeholder engagement. Well-coordinated forums created meaningful opportunities for discussion while providing the department with valuable feedback from the assessment sector.
Better governance and responsiveness. A structured feedback process improved accountability for stakeholder enquiries and enabled issues to be resolved more consistently and efficiently.
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.
