Bringing residents, staff and partners through a benefits system modernization
Communications and engagement for the replacement of a decades-old state benefits system, grounded in the state’s own cultural framework.
- Industry
- State government
- Engagement
- Change management, communications, stakeholder engagement
- Duration
- Multi-year program
The situation
A state was replacing a decades-old benefits system serving one of the most diverse populations in the country. The technology was only half the job. Residents, agency staff and partner organizations all needed to understand the change and trust it.
Scope of work
- Communications and engagement strategy within the organizational change team
- Messaging grounded in the state’s own cultural framework
- Engagement spanning benefits recipients, internal teams and statewide partners
- Communications planned across a multi-year modernization
Result
A daunting modernization was presented in terms people recognized and could trust, with every stakeholder group brought along.
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