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Case Study: Public Trust


Public Trust’s vision is to be New Zealand’s first choice of trustee services provider. To satisfy this vision Public Trust initiated the Business Improvement Programme (BIP) providing customer-centric services underpinned by the latest technology platforms. This major multi-year transformation programme’s aim was to align Public Trust’s operations and processes with its over-arching business strategy, and by doing so improve business performance.

The technology change involved implementing a customised ERP system (Touchstone’s NavOne), an enterprise content management system, and a bespoke external website. To be successful, BIP needed to complement the technology change with associated people and process change initiatives delivered via user training, communication and stakeholder management. 

Our Role

X4 was commissioned to ensure that Public Trust staff were engaged, capable and confident throughout the life of the programme.

Our consultants, heading up the Learn and Change team were responsible for: 

  • Defining the overall strategy and plans for OCM activities; 

  • Implementing the change strategy and building organisation-wide engagement, user training, change and communication plans; 

  • Implementing and supporting the uptake of a new organisation-wide learning management system (LMS); 

  • Carrying out job impact analysis to understand the impact on staff; 

  • Stakeholder management and communications; 

  • Coaching super users and supporting staff through the transition to business-as-usual. 

Benefits and Outcomes

By utilising OCM expertise the client ensured the project was people rather than technology focussed. The benefits to Public Trust were: 

  • All staff had strong buy-in to the transformation developed through regular and transparent communication; 

  • All staff became confident in using the new processes and systems through detailed and tailored training approaches; 

  • The just-in-time training approach ensured a minimal dip in productivity, ensuring a consistent and positive Public Trust customer experience; 

  • Monitoring of training allowed alterations to communication and training material to fit the needs at each stage of the transformation.


Overall, staff were engaged and appropriately trained to use the new systems which ensured a smooth and successful implementation. The training methods, Learning Management System and “day-in-the-life” processes that X4 introduced have been adopted as part of BAU, which will continue to embed the new processes at Public Trust.