National Health Insurer


Case Study

Leading the change to a proven project management system at a national health insurance company


National Health Insurance Company

The Challenge

The client had undergone significant change to align organisational functions to meet corporate strategic objectives.  The restructured Program Management Office (PMO) was tasked with implementing best practice project management standards, including project governance, a methodology framework, supporting business processes and an accompanying toolset.  It was also responsible for the end-to-end delivery of the ITS Programme of Work.  The client was using a variety of stand-alone tools to manage, track and report projects (strategic, business and information technology projects) so a decision was made to replace the existing project tracking system with an off-the-shelf Portfolio and Project Management system called Clarity from Computer Associates.

Mango was engaged to assist with the Change Management Services and Implementation of the Clarity Tool initially across the PMO team. As part of a broader IT Services Division initiative, we were also tasked with upskilling internal staff to improve their change management capability and support and increase the Alignment and Engagement (A&E) scores of the IT Services division.

Our Approach

Mango’s team used the Change Management Body of Knowledge (CMBoK) approach. After engaging the sponsor, identifying key stakeholders and obtaining all required source documentation, Mango analysed the information, interviewed the stakeholders and identified the challenges to determine the best change management initiatives to ensure business readiness and successful implementation of Project Clarity. These initiatives were documented in detailed Change, Communication and Training plans.

The Outcome

The client successfully implemented Clarity across the business nationally. Mango’s Change Management services were instrumental in increasing engagement and business benefit realisation for Project Clarity. Additionally, the comprehensive and robust review of the Change Management Activity Checklist resulted in the development of pragmatic solutions for alignment into the existing PMO process.

As a result of our team’s work to improve the ease of use and understanding on the Change Management Activity Checklist approach and tools we were able to increase the change management capability across the IT Services Division which provided a foundation for further improvements in change management quality.


  • New Hospital

    To facilitate a smooth transition Mango was contracted to develop an induction training program, for incoming clinical staff, for 10 core clinical applications, and provide ICT and administrative support for the “Go Live” period.

  • Government Health Unit​

    Existing eLearning in a health business system was video based and focused on teaching functionality which was then repeated in the classroom. A more engaging, fit for purpose solution was required.

  • New Children’s Hospital​

    Rapid development of a suite of induction and ICT modules, including several eLearning modules the client could edit in future, was needed to support the training of 3,500 staff moving to a new hospital. Mango pulled out all stops.