Change Management and Learning Design For Technology Implementation

Case Study

A state agency providing motor vehicle registration services to constituents was given a mandate to replace their 30-year old operating system with modern technology. In addition, new federal mandates and new processes needed to be incorporated simultaneously in the implementation of the new system over a 3-year time frame. 


The agency’s workforce only had experience with the 30-year old mainframe system. The new system’s graphic user interface (GUI) required a different skill set. The new technology would be rolled out in two phases requiring the workforce to work with the old and new, very different, systems for 18 months. The technology vendor’s contract stipulated an obligation to deliver system training only. The agency recognized the need to provide training on the new federal regulations, the new policies, new processes, new system, and how the workforce would work with both systems simultaneously.


Zelus joined the agency’s change management team to bridge the gap between the system training provided by the technology vendor and the comprehensive needs of the workforce to be able to effectively serve their customers. This included identifying the gaps in the skill set to effectively navigate the new system, knowledge about new requirements, and the impact that these changes would have on existing business policies and procedures.


  • Identified the gap between the training created by the technology vendor and the needs of the workforce.
  • Created a strategy to address the larger need to complement the work of the technology vendor while minimizing the impact to productivity.
  • Implemented several eLearning and communication tools to create awareness and knowledge of the most significant changes to drive adoption closer to the first release of the technology.
  • Built baseline knowledge of new federal regulations and the impact to existing business policies ahead of the technology training.
  • Created and led hands-on training sessions to develop skills on how to discuss these changes with customers.
  • Identified and documented policy changes for each business unit.