In deploying a global privacy protection program, a leading Canadian insurer partnered with CGI to handle change management for this crucial initiative. CGI’s main objective was to ensure the effective implementation of a Personal Information Protection (PIP) program and best practices.

Robust change management governance

In 2022, with the introduction of Bill 25 in Quebec, as well as other federal and provincial regulations such as the Personal Information Protection and Electronic Documents Act, the insurer undertook the launch of a pan-Canadian PIP program, designed to meet increasing compliance requirements in the Canadian insurance and financial services sectors.

The PIP program’s main mission was to strengthen the trust of customers and employees by ensuring the security and confidentiality of their personal data, while minimizing associated risks. To succeed with this complex launch and transformation, the insurer invested in robust change management governance, enabling CGI to coordinate all required activities for a fluid, well-timed implementation aligned with the organization's priorities.

Integrated change management approach

To ensure the success of the program’s execution phase in 2023, CGI deployed an integrated change management approach that included the following:

  • Change management leadership team to provide strategic guidance to executives and program leads in defining the vision, formulating key messages, and adjusting solutions delivered to ensure coherent and harmonious integration across the organization.
  • Comprehensive change management and communication strategy that identified dependencies between sectors and projects, defined success factors, and ensured proactive issue and risk management
  • Strategic change management workshops to educate and align all stakeholders
  • Coordinated communications and reusable content, including a centralized portal for project teams, facilitating stakeholder access to all relevant information
  • Tools for tracking progress, including stakeholder, risk, and impact registers, as well as strategy, communication, and post-implementation support plans

Change management business outcomes

The insurer’s well-coordinated PIP program not only ensured legal compliance, but also strengthened trust and security within the organization and among customers through effective PIP.

CGI’s strong change management and communication expertise and practices led to the successful launch of the insurer’s PIP program, enabling it to achieve its strategic compliance objectives while strengthening its market-leading position. 

Other business outcomes included:

  • Acceleration of the organization’s digital transformation through the smooth adoption of best practices, ensuring compliance with legal requirements and reinforcing the trust of customers, employees, and distribution network partners
  • Stronger collaboration and synergy among different sectors and projects, ensuring greater consistency and efficiency in the PIP program’s deployment
  • Enhanced visibility of the Chief Privacy Officer role within the organization.
  • Direct contribution to the delivery of all PIP program expected benefits

Learn more about CGI’s strategic change management consulting capabilities and work.