The delivery of online self-service HR tools to Centrica’s 18,000 employees in the UK required an experienced change team and dedicated communications support to ensure a solution that engaged and met the needs of users. The “myHR” programme would need to see HR managers, employees and line managers all working differently.  To support them during the final stages of programme delivery, Centrica approached HarknessKennett to provide interim communication resource.

Approach

With only six weeks until launch, Paul Hewitt joined the myHR programme team.  Paul needed to quickly assimilate information and develop a communications programme which would engage employees and managers, provide practical support in using tools and flag key dates upon which programme success depended.

Paul hit the ground running and within the first week had proposed changes to communications plans, including segmenting messages by audience type, ensuring that people weren't overwhelmed with information that wasn’t relevant to them.

Outcomes

Paul successfully delivered communication templates and toolkits for communication managers in each of Centrica’s business units, as well as information materials to accompany the launch.

“We are hugely grateful for Paul’s energy, support and tenacity. He brought a fresh approach and rolled up his sleeves to make sure everything happened. We couldn’t have launched without him.

Paul has left a communication framework that will ensure continued support for myHR users long after the programme team has dissolved.”

Pam Bagnold
Head of Change

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Centrica’s Group Internal Communications team supports leaders and delivers key corporate messages to over 34,000 employees. In 2007 the team approached us to set up an annual measurement programme to evaluate the effectiveness of internal communication, the impact of communications and corporate responsibility on employee engagement, progress against objectives, and identify priorities for improvement.

Approach

The programme includes an online survey available to all employees, face to face and phone consultation with senior leaders, communicators and field based employees, and highly interactive focus groups. Discussions include communication channels, leadership communication, and engagement through corporate responsibility activities. We also explore collaborative working across the Communications community. 

Outcomes

The programme enables the team to track progress, and develop and benchmark plans to achieve best impact. As well as positive client feedback on the impact of recommendations, positive data trends have been achieved, eg:
• Communication of strategy (to leaders) improved over 12 months + 26%
• Understanding of goals and plans +13%
• Informed about progress against goals +11%
• Communications helps me feel part of Group + 9%.

“The research provides really useful insight into the needs of our colleagues, from senior leaders to people out on the road. HarknessKennett gives an independent, well-informed view on what we’re doing well and where we should focus future efforts. As a result we’ve been clear about what we want to achieve and have over time demonstrated the impact that effective communications can make.”

Sam Hodlin
Head of Group Internal Communications

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Following a leadership strategy conference, the Group Communications team were tasked to work with leaders to prepare for an increasingly active role in communicating the business integration strategy. The team approached HarknessKennett to develop a consultation approach to assess leadership appetite and readiness for change and ideas on support going forward.

Approach

Working closely with the Group Communications team, we designed an ‘Ideas Session’ involving leaders from Centrica’s business units in an active debate on current and future leadership communications. Discussions included understanding and awareness of integration projects, challenges around engaging managers and employees, and the role leaders could play in encouraging collaboration and learning across the business. Nine groups were held across the country and feedback sessions held with the Group Communications team and Director of Corporate Affairs Catherine May.

Outcomes

Findings clearly signposted leaders’ future communication roles and support needs, and highlighted potential issues for Group and Business Unit Communications teams who would need to work closely to align messages and plans.

“Our intention was to involve leaders right at the start of our thinking and shape our plans around them. James and Lisa helped to make that happen, giving us very clear direction on how to support our leadership team in meeting the communication challenges of our business strategy.”

Simon Henderson
Director of Corporate Reputation & Internal Communications

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