Access under control, leaders in step.
A large healthcare organization ran its contact-center platform for 90+ lines of business, and managers often gave employees full access to its applications to save time. Digineer inventoried the applications and access, set approval controls, then helped leaders align on goals and rebuild communication and culture. Access risk fell 95% within six months.
At a glance
- Client
- A large healthcare organization
- Program
- Access governance, leadership alignment and organizational change for a contact-center division
- Scale
- A communications hub serving 90+ lines of business; hundreds of employees needing application access
- Engagement
- Governance, organizational change and culture consulting, four years starting in 2019
- Capability
- Organizational Effectiveness & Change Readiness · Transformation & Value Management
The situation
Open access and a team that did not pull together
Hundreds of employees needed access to the applications that ran the contact-center platform. To save time, many managers granted full access instead of working out what each person needed. With sensitive healthcare data involved, nobody had a clear picture of who could see protected information.
Leaders were focused on their own execution but struggled to work as a team, and they had no shared, measurable goals. A load-testing tool the division had used for years sat underused because people did not know its benefits, which kept costly legacy subscriptions alive. Process documentation had fallen behind as the platform grew.
Warning signs
- Full access granted to save time
- No clear view of who can see protected data
- Leaders working hard but not as a team
- No measurable goals tied to a common aim
- A useful tool that nobody adopted
What we did
Close the gaps, then change how people work
Digineer started with compliance and governance, then widened the work as the relationship grew. Assessments across leadership, management, employees and contractors showed the adoption problem was not the technology. It was a performance culture gap.
Access governance
An inventory of every application and who had access, access levels defined by role, and controls for a consistent approval process. The division now has a systematic way to manage access risk.
Goals and data for leaders
Leaders shaped their own measurable MBOs with action plans, guided by Digineer. Reporting dashboards replaced spreadsheets with a real-time view of top incidents, root causes and what was being done about them.
Communication, culture and training
Clearer leadership communications and more productive meetings, a monthly facilitated culture program where teams could speak freely, and a self-paced online training portal for developers. Key operating processes were documented so everyone knew who was accountable.
The outcome
Lower risk and a more engaged organization
95% less access risk
Within six months, access risk fell 95%, with a consistent approval process for system access going forward.
Meetings people attend
Critical meeting attendance rose from 30% to 80% consistently, and employees rated the leadership updates 5 out of 5.
Engagement from 69% to 91%
Engagement scores rose from 69% to 91% on items about managers acting on feedback and feeling safe raising issues. 100% of the organization adopted the culture program.
Faster, trackable training
100% of planned legacy technical resources moved to the new platform on time and to proficiency. Training time fell from 12 weeks to 8, with a 4 out of 5 satisfaction rating.
“Without your help, we would not have been able to get this far as a leadership team so quickly. I now feel confident that my leadership team can carry this action plan forward successfully.”
Division leader
Organizational change & culture
Is your team busy but not pulling together?
Digineer listens across every level of an organization, finds what is really in the way, and puts governance, goals and communication in place that people keep using.
Get your team pulling together
Client name withheld for confidentiality.