Business Situation

A regional Public Health & Research Institute with 4,000+ unionized and non-unionized staff needed to update HR, payroll, benefits policies, processes, and systems.After go-live, the transition did not land well—readiness and trust were low, and system reliability issues created disruption.

Examples included incorrect or missing employee information (salary, tenure, benefits, vacation), managers unprepared for new ways of working, and widespread concern about payroll statement accuracy.Prompta was brought in as an external change partner to stabilize the program, rebuild trust, and drive adoption.

Prompta’s Solution

Prompta supported recovery through an evidence-led Ai-enabled change model that connected insight to action:

• Sense: captured workforce insight signals to understand where trust had broken down, what employees and managers needed most, and what was blocking adoption.
• Analyze: translated input into clear themes and prioritized friction points (e.g., accuracy issues, manager readiness gaps, how-to support needs).
• Act: mobilized a focused recovery plan—ticket and issue triage, manager enablement, targeted communications, and practical documentation/training aligned to real user needs.
• Engage: closed the loop visibly with employees through honest, direct communication and an employee-facing action plan to rebuild credibility and reduce resistance.
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Prompta also helped stand up a dedicated recovery team (change resources, documentation/training developer, communications support, HR SMEs and super users) and worked across departments and vendors to ensure issues were resolved, communicated, and closed.

Business Outcomes

Within six months, the recovery engagement achieved targets, and the organization stabilized the transition:

• Stabilized the transition and restored trust in payroll and HR operations following a difficult go-live.
• Achieved recovery targets within six months across data accuracy, utilization, proficiency, training attendance, open issues/tickets, and overall workforce engagement.
• Reduced operational disruption by standing up a dedicated recovery team and a disciplined issue triage/closure process.
• Improved manager readiness and employee confidence through targeted enablement, documentation, and practical support.

• Returned the program from recovery mode to a stable operating state, with issues resolved and adoption improving over time.