600
emergency services personnel, including
operations centre
24hr
...a successful transition was needed to ensure
zero
disruption to the emergency operations centre
transition run sheets were developed for all scenarios, planned down to the minute
...all staff were up
and running within
2hrs
of arrival on day one
Puzzle were entrusted to manage the complex transition of a critical emergency services operation centre housing 600 staff.
the opportunity
Puzzle Partners was engaged to transition 600 emergency services personnel, including their 24-hour operations centre, to new headquarters, during peak season, and provide change management services to prepare them for the move.
The new headquarters also provided an operational base for five other emergency services organisations, as well as a media and broadcast centre. Complicating matters, the new headquarters is located in one of Australia’s largest event and entertainment precincts, which at the time of the move was playing host to a major sporting event and royal visit. These events resulted in strict site access security protocols. The transition program included engagement with precinct officials and local council, including provision of the paths of travel for the move, and all transition logistics.
Change and communication support was focused on improving employee sentiment, preparing people to move from offices into open plan, and providing practical solutions for new parking and transport arrangements. Puzzle needed to navigate a complex command and control structure and hierarchical project governance, typical of an emergency services organisation, and work in close partnership with the corporate affairs, IT and facilities teams. Most importantly, a successful transition was needed to ensure zero disruption to the emergency operations centre.
our transition approach
Puzzle’s transition program was planned and executed with military precision, including:
-
Redundancy planning, with A, B & C scenarios mapped out, and BCP protocols in place as a last resort
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Transition run sheets were developed for all scenarios, planned down to the minute
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Detailed risk management planning and mitigation. Stage gate planning, with go | no-go decision meetings to ensure building, technology and operational readiness
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A three-stage move was implemented, including a pilot group to complete User Acceptance Testing at the new headquarters
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Dual emergency centres in operation, before final “switch” to new headquarters
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Detailed relocation guides | checklists for employees, including briefing with transition team
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Developed day one agenda, briefed support resources and managed the onsite control centre
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Puzzle team on client site in the months leading up to the move, to ensure easy communication and access throughout the planning period
our change approach
Puzzle developed an innovative communication program and targeted support for senior leaders, including:
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Workshops to support managers’ transition to open plan
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Hosted drop-in briefing sessions for project milestones
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Senior leader engagement and communication program, providing tools and materials for managers to support their teams
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Developed and managed a program intranet site
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Delivered a design pop-up, showcasing new furniture and technology
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Designed and delivered an interactive floor plan, showcasing the various spaces & settings, building features and team locations
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Developed materials, messages and targets to support the site clean-up campaign
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Developed detailed facilities guide and welcome kits
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Planned and delivered site tours for staff, to familiarise them with the new headquarters prior to the move
the results
Zero operational disruption and a more than 20 point bump in employee sentiment
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The transition was delivered with zero disruption to operational services, and all staff were up and running within two hours of arrival on day one
-
Broadcast interviews were held from the media centre on the first evening in the new headquarters
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Employee sentiment was tracked throughout the program, with the final results showing a more than 20 point improvement in employee sentiment
...a more than 20 point improvement in employee sentiment.
55%
78%
pre move
post move
Positive or neutral sentiment
blueprint
change
transition
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public
hospital
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emergency
services
Puzzle were entrusted to manage the complex transition of a critical emergency services operation centre housing 600 staff.
federal government department #1
Using an evidence-based approach to test and refine a novel real estate strategy…the introduction of satellite Hubs.
state
government
We love a challenge...co-locate 2,800 staff from 10 sites (five departmental divisions and 10 agencies) to a new building...during a global pandemic.
financial institution FWOW
Navigating a path towards a ‘new normal’, leveraging the lessons from the remote working experience and defining future ways of working.
global law
firm
From negative to positive...how a change management program assisted to shift staff sentiment during a move to agile working.
federal government department #2
Deploying new technology with a user-centred approach to drive high levels of engagement and adoption.
global comms
group
Leveraging a co-location project to re-define culture and drive improved agility, collaboration and flexibility.
national
broadcaster
The show must go on! Relocating three broadcast studios and 645 staff in an incredibly tight window between the evening newscast and the following days’ morning show.
leading financial
institution
Using data and evidence as a basis to drive “right-sizing” in CRE decision making.
federal government department #3
Establishing a “new normal”, pioneering new ways of working, and building enthusiasm and positivity in the client’s team.