Change management in healthcare
Public sector / ONU
Public health
5 months
SAP Concur Change Manager
01. Enjeux & Défis
→ Highly diverse user base: non-tech profiles, multilingualism, and strong cultural constraints
→ High resistance to change: custom in-house tool deeply ingrained in working habits for many years
→ Global scope: all member states included in the rollout
→ UNU governance: complex approval processes and constraints specific to the international public sector
→ Lack of prior structured change management practices for T&E tools
02. Problématique
The organisation was deploying SAP Concur (Request, Travel, and Expense modules) across all its member states. Employees were using an in-house custom tool with heterogeneous processes depending on the region. The project was part of a public procurement framework, with budgetary, regulatory, and cultural constraints specific to UN organisations.
03. L'approche SD Global Consulting
→ Definition and management of the global change management plan (strategy, communication, training, support)
→ User base segmentation by region and digital maturity level
→ Rollout of tailored communication plans for each user segment
→ Coordination of training plans across all three modules (Request, Travel, Expense)
→ Implementation of a post-go-live support framework to secure adoption
04. Résultats & Impact
Successful rollout across the global scope using a structured change management approach
Multi-region and multilingual training and communication plans fully deployed
Significant reduction in resistance risks associated with the tool transition
Secured adoption of all three Concur modules (Request, Travel, Expense) across target user groups
