Our work in action

Embedding a large language model into a government department: A change and people perspective.

Change Management

The brief

We supported a large government agency to successfully integrate a large language model (LLM), collaborating with a cross-functional team. This adoption posed numerous challenges, including legal and regulatory hurdles, technological integration complexities, and the need for employees to adapt to new tools and workflows. We supported the change and people aspects of this transformative initiative, fostering collaboration, ensuring all legal and compliance requirements were met, enabling seamless integration, and minimising disruption to daily operations.

Driving an adaptive and flexible approach to change

We adopted an agile approach, drawing on principles from experimentation and, importantly, maintaining communications throughout across all employees. Each iteration involving planning, execution, feedback gathering, and adjustment based on insights gained. We ran regular feedback sessions with end-users and stakeholders to gather input on the LLM’s functionality and usability. This feedback informed ongoing adjustments, ensuring the LLM met evolving needs and preferences.
We promoted cross-functional collaboration throughout the process. Team members from various domains—change, commercial, legal, engineering, data science and research—worked closely together, sharing expertise and insights, and leading to innovative solutions. We also embraced adaptive decision-making, enabling the project to address changing circumstances and emerging insights effectively. This flexible, collaborative approach accelerated problem-solving and change adoption, and enriched the project with diverse perspectives.

Becoming fit for the future

The LLM was successfully integrated into the organisation’s operations, improving efficiency and decision-making. Legal and compliance requirements were met. Employee adaptation to the new technology was swift, with minimal disruption to daily tasks. Employees have been empowered to make more informed and data-driven decisions, benefiting their work and improving the work experience. Efficiency gains and cost savings have simultaneously benefited the organisation’s bottom line.