In response to dramatic service changes in a large public nationwide organization, the need arose for a new multi-channel service model to support the organization’s digital transformation. Lotem built a company-wide process to engage the entire team change and train them to use the new service site.

The Challenge

A large public country-wide organization has undergone a service change over recent years, becoming an organization with advanced services, proactive and relevant, dynamically adapting to global trends in its field of activity, and tailoring solutions to suit the needs of its various target audiences. In the context of this change, which included a digital transformation, there was a need to integrate a new multi-channel service model and, in particular, to focus on the implementation of the new, employment service website and training of its users. How can the entire workforce be harnessed and trained to use the site within a brief period of just of few weeks?

The Solution

Lotem differentiated between the engagement and the training efforts, and structured a uniquely dynamic launch process for the new website. It generated a company-wide positive buzz about the process while, in parallel, training the entire staff of the organization through a collaboration between the organization’s internal training teams and Lotem’s consultants.

About the Author

Vered Berkovich