We built the Australian Digital Health Agency's change capability from the ground up, creating a transformation office that delivered strategic, people-centred change across the agency.
How do you build change capability while you're changing? Communication Link helped the Australian Digital Health Agency discover the answer through an integrated approach that transformed multiple concurrent projects into a sustainable transformation office.
Communication Link established the agency's first dedicated change management function using a people-led approach that combined APS frameworks with proven models including Prosci and Kotter. We developed an 18-month Change Capability Blueprint, created a cross-project Change Champion Network, delivered the agency's first change leadership course for EL1 and EL2 leaders, and redesigned internal leadership forums to improve cross-division engagement.
Our services began with accommodation rollout and IT strategy support, then expanded into the agency's broader transformation—driving data maturity, centralised procurement, and a new operating model. The accommodation project, Flexspace, became our proving ground for tailored change strategies that responded to staff feedback and workplace culture.
We led change across corporate IT strategy, business process improvement, agency-wide data capability uplift, and agency operating model alignment. Throughout all projects, our focus remained on aligning people with process and ensuring smooth, sustainable adoption.
This helped the agency shift from project-by-project delivery to strategic, systematised change management. Staff recognised the success immediately, citing these projects as examples of "change done well" in their annual survey and recent census data showed a 16% lift in staff confidence towards change management.