Union-sensitive change strategy for 27,000 employees in a federal transformation program
The challenge
A federal government department launched a national transformation initiative impacting 27,000 employees across four regions and multiple unions. Structured as a 10-year program with 14 workstreams, the effort aimed to modernize service delivery for key federal programs while navigating the complexities of union environments, bureaucratic structures, and political sensitivities.
Key challenges included:
Diverse union contexts requiring tailored engagement
High resistance to change across hierarchical and siloed departments
Distinct working cultures across multiple geographic locations
Political and operational sensitivities at senior levels
Our approach
Solve Consulting was engaged to lead the change management strategy for the program. The engagement was partner-led and execution-focused, with senior consultants working directly with federal leadership and operational teams.
Solve’s approach included:
Union-Agnostic Engagement Strategy: Designed to ensure timely, appropriate consultation with all unions, clarifying impacts on members and building trust across labor groups
Four-Tiered Change Network Strategy: Structured engagement across leaders, managers, employees, and support teams to drive alignment and adoption
Measurement Framework & KPIs: Developed to assess the effectiveness of change tactics and the overall function of the change management office
Treasury Board Submissions: Supported funding approvals for program implementation through strategic documentation and stakeholder alignment
Change Management Project Plan: Guided the transition from program definition to execution, including risk mitigation and stakeholder readiness
The strategy was formally approved by senior leadership, including the responsible Minister.
Results delivered
The initiative delivered substantial business value:
Streamlined processes for public-facing federal benefits programs
Modernized mechanisms to support the public more effectively
Improved internal operations and service delivery across departments
Why it worked
Solve’s impact came from its ability to lead change in environments where complexity is the norm and alignment is hard-won. The team brought structure to ambiguity, built trust across union lines, and equipped leaders to manage change with clarity and confidence. With a focus on real-world execution—not theoretical frameworks—Solve helped the organization move forward without losing sight of its people.