As part of the deployment of its global privacy protection program, a leading Canadian insurer finalized a strategic partnership with CGI to successfully launch and manage the change for this crucial initiative. This partnership ensured rigorous alignment across all the insurer’s business units, suppliers and distribution network. The main objective was to ensure the effective implementation and successful adoption of best practices in Personal Information Protection (PIP).
Context
In 2022, with the introduction of Bill 25 in Quebec and other federal and provincial regulations, such as the Personal Information Protection and Electronic Documents Act, the insurer undertook the creation of a pan-Canadian PIP program. This program was designed to meet the growing compliance requirements in the insurance and financial services sector in Canada.
The main mission was to strengthen the trust of customers and employees by ensuring the security and confidentiality of their personal data, while minimizing the associated risks. To succeed in this complex transformation, the insurer put in place a robust change management governance enabling CGI to coordinate the required activities for a fluid, well-timed implementation aligned with the organization's priorities.
Solutions - A robust change management strategy
To ensure the success of this execution phase of the program in 2023, an integrated approach was deployed, including strategic workshops, an adapted change management strategy and enhanced support for the teams involved. This comprehensive approach enabled a smooth transition and effective adoption of the new practices. Below are some of the components of the solution:
- Workshops
- Strategy : Development of a change management and communication strategy, including identification of dependencies between sectors and projects, definition of success factors and proactive management of issues and risks.
- Leadership team : Strategic guidance to program leads and executives to define the vision, formulate key messages and adjust the solutions delivered to ensure coherent and harmonious integration within the organization.
- Communication: Coordination of communications and production of reusable content, including a centralized portal for project teams, facilitating access to all necessary information.
- Support for change management teams
- Indicators production: Production of essential deliverables for tracking progress, including stakeholder, risk and impact registers, as well as communication, strategy and post-implementation support plans.
Business outcomes
This well-coordinated program not only ensured legal compliance, but also strengthened trust and security within the organization. Employees are now able to take the necessary actions to ensure the Personal Information Protection (PIP) and customers have been informed of their rights regarding consent and the protection of their personal information.
By implementing effective change management and fluid communication, as well as ensuring the successful adoption of new practices, the insurer consolidated its market-leading position while achieving its strategic objectives related to compliance. Other business outcomes can be illustrated:
- Acceleration of the organization’s digital transformation through the smooth adoption of best practices, ensuring compliance with legal requirements and reinforcing the trust of its customers, employees and distribution network
- Strengthening of collaboration and synergy between different sectors and projects, ensuring greater consistency and efficiency in the deployment of the PIP program.
- Significant improvement in the visibility of the Chief Privacy Officer, consolidating their strategic role within the organization.
- Direct contribution to the achievement of the program’s strategic objectives and expected benefits, demonstrating the positive impact of the initiative on the insurer’s overall performance.
