The Challenge
Rolling out MFA to around 15,000 people across a healthcare organisation meant moving beyond fragmented tracking. Delivery, support and programme teams needed one dependable view of who had registered and who still needed help.
Without that view, follow-up relies on manual service desk effort and progress reporting becomes guesswork.
The Approach
- Built a focused tracking tool to record enrolment status, surface adoption trends and highlight cohorts needing follow-up.
- Used the tool to coordinate user communications, registration and adoption, with clear daily and weekly progress reporting.
- In parallel, developed the strategic blueprint for the wider cloud transformation programme across infrastructure, identity and Microsoft cloud services.
The Outcome
Targeted support and communications for the cohorts that needed them, with consistent progress reporting throughout the rollout.
Reduced reliance on manual service desk processes during onboarding.
A defined target direction for the organisation's wider cloud transformation.