A major UK government department needed to transition users from an arm’s-length body into the core department as part of a wider HR transformation.
The objective was clear: migrate users safely, align the move with new financial year goals, and avoid disruption to business operations. But the existing Joiners, Movers and Leavers process had not been designed for this kind of bulk transition.
The challenge: Migrating all users without disrupting operations
At the time, the department’s JML process could support individual user moves, but it was not set up to operate at scale. It was fragmented, relied on manual workarounds and lacked a defined end-to-end structure.
This created a practical challenge. The department needed to complete the transition within a tight timeframe, while making sure users could continue working with minimal disruption. It also needed a process that could be reused for future individual and bulk moves.
The aim was to deliver the migration safely, protect business continuity, and create a stronger foundation for future digital transitions.
The approach: A controlled route to user transition
Pace approached the work as both a delivery exercise and a capability build.
Over four months, the team designed and implemented a structured end-to-end transition process, while also preparing and supporting the migration. A full discovery phase helped confirm users, applications, access requirements and shared services before transition activity began.
Control and predictability were central to the approach. The users were migrated in eight carefully managed tranches over a one-month period. Each group was deliberately kept small, allowing issues to be identified and resolved quickly. Where possible, existing business-as-usual routes were used to avoid unnecessary delay from formal change processes.
Stakeholder engagement was also critical. Senior leaders provided sponsorship and decision-making, while project champions helped represent user needs throughout. Communication was clear and consistent, with regular updates, pre-transition group sessions, and individual follow-ups after migration.
The outcome: A successful transition and a repeatable model
The transition was completed on time, with all users successfully migrated ahead of the new financial year. The programme delivered a complete and successful transition, with no business disruption and no major issues.
it created a repeatable end-to-end digital transition process that can now be used for both individual and bulk user moves. This reduced reliance on manual workarounds, improved confidence in the organisation’s JML capability, and lowered risk for future transitions.
User feedback also reflected the strength of the approach. Communication was described as clear and timely, and overall experience ratings remained consistently high.
The result was more than a successful migration. The organisation now has a structured and proven approach for delivering digital transitions at scale, balancing speed, control, and user experience without compromising business continuity.
