The UK Border Agency’s International Group consists of staff running visa operations in 150 locations, plus risk and liaison and policy staff. The Agency asked for PA’s help to unify these groups into one integrated organisation.
PA worked seamlessly with the Agency to design and deliver a change management strategy, including a clear operational blueprint to define activities, communication channels, roles and responsibilities. PA also helped devise a three-year strategic business plan outlining transition processes and a workforce planning model. The changes were delivered to the International Group’s 2,000 employees through an interactive engagement strategy and a tailored skills and knowledge transfer programme.
On track to meet its transition timescales, the International Group had maintained its operational effectiveness and customer service standards throughout the integration process. Better yet, PA’s proven approaches are being used throughout the rest of the agency.
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