Project Compass
Executive one-pager
Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple
A one-minute read for Helen Marchetti, Chief Customer Officer: where Salesforce and Compass Assist readiness stands, what has been done, and what happens next.
Changed in v0.2
- The Compass Assist guardrails gate moves from Fri 26 Mar to Fri 9 Apr, ten days before Wave 1 go-live. From T5.
- Wave 1 training keeps its dates but is reworked around the school holidays and Easter. From T5.
- Richard Vance moves from Resistant to Conditional, and three banker champions join. From T4.
- Risk count is 14, with R-03 raised to High and R-13 and R-14 new. Sources T4 and T5.
- Your request in T5 for a one-page customer-experience scorecard before Wave 2 is now action A-28, due Fri 19 Feb.
Salesforce and Compass Assist readiness
Project Compass | two waves: Victoria on 19 April, New South Wales on 7 June
Summary
- Planning is on track for both go-lives. Dates are unchanged: Victoria on Mon 19 April and New South Wales on Mon 7 June 2027.
- Two sessions this week changed the plan: business banking agreed an approach for the 80 bankers, and steering moved the Compass Assist approval gate to Fri 9 April.
- The one clash is the school holidays and Easter, which fall in the first two weeks of Victorian training. The handling is agreed.
Milestones
- Tue 12 Jan: planning session. Fri 29 Jan: this update.
- Mon 8 Feb: UAT starts. Wed 17 Mar: UAT sign-off.
- Fri 9 Apr: Compass Assist gate (moved from Fri 26 Mar).
- Mon 19 Apr: Wave 1 go-live. Mon 7 Jun: Wave 2 go-live. Tue 22 Jun: business as usual.
Progress to date
- Five working sessions held: programme planning, contact centre, risk and compliance, business banking and steering.
- All change artefacts issued at v0.1 on 22 January and updated to v0.2 today.
- 10 of 28 actions are done. 15 are open and 3 are overdue, the same three as last week.
- Compass Assist may draft written complaint responses; the complaints officer must edit and send them.
Current status Amber
- Both go-live dates hold. UAT starts Mon 8 Feb and signs off Wed 17 Mar.
- 4 of 14 risks are rated High: bankers on spreadsheets, Compass Assist approval, shift cover and data migration.
- 6 questions are open, including which legacy data comes across (due Fri 5 Feb).
- Richard Vance is now Conditional: he will engage if the pipeline view is better on day one.
Next steps
- Fri 5 Feb: complaint categories mapped, guardrails test set and gate date confirmed in writing, and Isla Fraser names the other champions.
- Mon 8 to Fri 12 Feb: UAT kick-off sessions. Fri 12 Feb: Docklands early and late trainer blocks confirmed.
- Fri 19 Feb: one-page customer-experience scorecard outline to you (A-28).
Scale of the change
About 1,250 people became two waves
- Wave 1: Docklands 200, Victorian branches 340, Victorian bankers 45 and 223 head office staff.
- Wave 2: Parramatta 150, New South Wales branches 260 and New South Wales bankers 35.
- Eight learning and development staff deliver all training in both waves.
School holiday flag
Go-live on Mon 19 April is clear. It is the second Monday of Victorian Term 2. The first two of the three Wave 1 training weeks fall inside the school holidays and Easter, Fri 26 Mar to Sun 11 Apr. Leave, parents on rosters and contact centre shift cover are the effects.
Steering decided on 28 January to keep the dates. Training starts Tue 30 Mar with early and late sessions for Docklands, a branch first block in the week of 12 April for people on leave, and make-up sessions on Wed 14 and Thu 15 April. Decision recorded in T5. New South Wales has no clash in its training or go-live window; TBC: confirm NSW school calendar.
Commentary for the presenter (editable)
Sources: T1, T2, T3, T4 business banking workshop, T5 steering catch-up, E1 sponsor note. Counts are from 21 Action list, 02 Risk register, 15 Go/no-go and 22 Shared facts. Weekly detail: 20 Weekly status.