Business Change for Digital Transformation Initiative

This document is a case study detailing the business change initiatives undertaken by NTT DATA to support a client in their global digital transformation program. The program aimed to upgrade public-facing services and replace legacy systems, impacting over 1000 staff worldwide. Key challenges included change fatigue, high-pressure work environments, low digital literacy, and resource gaps. NTT DATA implemented a business change and adoption framework to facilitate the transition, which included establishing a Super User community, bespoke training programs, and an adoption dashboard to monitor progress. The framework guided the client in setting a change vision, assessing impacts, and building a change plan. Notable outcomes included a 95% user adoption rate within three months and a readiness score of 4.2 out of 5. The case study highlights the successful launch of a new global system, modernizing services and providing significant benefits over time.