Project Compass
Change plan
Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple
What is changing at Hampton Bank, who is affected, and how the change is managed to handover on 22 June 2027, across Victoria in April and New South Wales in June.
Changed in v0.2
- Training: Wave 1 works around the school holidays and Easter, with early and late Docklands blocks and make-up sessions on 14 and 15 April. From T5.
- Business bankers: 90-minute 7:30am sessions, pipelines pre-loaded, Compass Assist opt-in from week 3. From T4.
- Guardrails gate: Risk and Compliance sign-off moves from Fri 26 Mar to Fri 9 Apr, ten days before go-live. From T5.
- Stakeholders: Richard Vance moves from Resistant to Conditional, and three banker champions are added. From T4.
- Risks: R-03 rises to High, R-01 mitigation is rewritten, and R-13 and R-14 are new. Sources T4 and T5.
- Complaint drafting: Q-05 is now fact. Compass Assist may draft complaint responses; the complaints officer edits and sends them.
Know what changes in your day, practise it before go-live, and have someone on your floor to ask in the first two weeks.
UAT sign-off Wed 17 Mar 2027. Labour Day, Mon 8 Mar, is paused.
Three weeks before each go-live.
Victoria Mon 19 Apr 2027. New South Wales Mon 7 Jun 2027.
19 to 30 Apr, then 7 to 21 Jun. Handover Tue 22 Jun.
School holiday check
Go-live on Mon 19 Apr 2027 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). T5 kept the dates and added flexible sessions. New South Wales has no clash; TBC: confirm NSW school calendar before the Wave 2 roster. Sources: Victorian school term dates and Victorian public holidays 2027.
Hampton Bank is replacing its legacy CRM, Hamlink, with Salesforce: Service Cloud for contact centre and complaints cases, Financial Services Cloud for customers, accounts, branch servicing and the banker pipeline, and Compass Assist, built on Salesforce AI assistant features, to help staff draft notes.
Each group has one strategy line that starts with what the group needs to know.
| Group | People | Strategy |
|---|---|---|
| Contact centre agents | 350 | Know the three-screen workflow is now one screen, and train in 90-minute blocks that fit your shift. |
| Branch staff | 600 | Know referrals now live in the system with an owner, and plan training around month end and Easter trading. |
| Business bankers Updated v0.2 from T4 | 80 | Know your pipeline is already loaded when you first log in, and Compass Assist is your choice from week 3. |
| Complaints and advocacy | 40 | Know your categories and timers are mapped before UAT, and Compass Assist drafts are labelled and yours to edit. |
Operations (120): know which referrals and cases arrive with a named owner. Risk and compliance (25): know the guardrails test set, the gate on Fri 9 Apr and the logging you will review. CRM platform team (30): know your admin tasks before hypercare ends, including who changes Compass Assist prompts. Learning and development (8): know the trainer schedule early, with New South Wales trainers confirmed before Wave 1 ends.
Counts total 1,253 (shared facts). Compass Assist is used only where Risk and Compliance has approved it, and a person reviews every draft.
Richard Vance, Head of business banking, is now Conditional rather than Resistant: he will engage if the pipeline view is better on day one. Updated v0.2 from T4 Fatima Haddad stays Cautious on AI and holds the gate.
| Group | Impact | What changes most |
|---|---|---|
| Contact centre agents (350) | High | Three screens become one; Compass Assist drafts notes. |
| Business bankers (80) Updated v0.2 | High | Spreadsheets give way to a shared pipeline. |
| Complaints and advocacy (40) | High | One case type with timers. Queue sharing is open (Q-04). |
| CRM platform team (30) | High | New skills and new roles as Salesforce administrators. |
Medium impact: branch staff (600), paper forms and emailed referrals move to guided onboarding and system referrals; operations (120), work arrives as owned referrals and cases; risk and compliance (25), a new approval gate and monitoring of AI use; learning and development (8), eight people deliver every session across two states.
Change arising
- Case handling (High) and branch servicing (Medium): one customer view, guided onboarding, referrals with an owner.
- Banker pipeline (High) v0.2: a shared pipeline, pre-loaded from each banker's spreadsheet.
- Complaints (High): a case type with categories, timers and reporting.
- AI assistant (Medium) v0.2: suggested answers and drafted notes, always reviewed. Off for bankers at go-live.
Full list: stakeholder list and org chart. Per-process ratings: as-is to-be impact view.
Engagement repeats a five-step ring for each new group: listen, draft, check, adjust, share. The dated messages, channels and owners are in the comms plan.
Compass replaces the legacy CRM in two waves: Victoria on 19 April, New South Wales on 7 June.
Your spreadsheet is loaded before you train. Sessions are 90 minutes at 7:30am. Compass Assist is opt-in from week 3.
If you are on leave, you have a first block in the week of 12 April and make-ups on 14 and 15 April.
Compass Assist drafts a labelled complaint response. You edit it and send it.
The loop ran once, fed by T4 and T5, and eight changes followed. See the checking loop.
Sponsor and executives get the weekly status and a one-page scorecard before Wave 2 (A-28, due Fri 19 Feb). Champions Updated v0.2 Isla Fraser, Dev and Karina get early pipeline access and a named hypercare contact; Isla names two more (A-24, Fri 5 Feb). Team leaders get roster briefings and the school-holiday reminder; all staff hear through the intranet, huddles and email.
Compliance: Compass Assist is used only inside Salesforce, with no customer personal data in prompts outside it, after approval on Fri 9 Apr.
Eight L&D staff deliver all training, starting three weeks before each go-live. See 09 Learning plan and 16 Training schedule.
What changed in training Updated v0.2
- Docklands gets early (6:30am to 8:00am) and late (4:30pm to 6:00pm) blocks (A-26, due Fri 12 Feb). From T5.
- Branches get a first block in the week of 12 April; make-ups run Wed 14 and Thu 15 Apr. From T5.
- Bankers move to 90-minute 7:30am sessions; Compass Assist training moves to week 3 as opt-in. From T4.
Trainers
Eight L&D staff.
Champions
Isla Fraser, Dev and Karina support the bankers.
Release
Tom Gallagher and Aroha Williams release staff.
| Group | Format | Dates |
|---|---|---|
| Wave 1: Docklands | 90-minute blocks across all shifts, with early and late options. | Tue 30 Mar to Fri 16 Apr 2027 |
| Wave 1: branches | Standard blocks plus a first block in the week of 12 April. TBC: at the branch or on site (Q-03) | Tue 30 Mar to Fri 16 Apr 2027 |
| Wave 1: bankers | 90 minutes at 7:30am; pipeline pre-loaded for at least 90 percent by Fri 9 Apr. | Tue 30 Mar to Fri 16 Apr 2027 |
| Wave 2: Parramatta, NSW branches and bankers | Same formats. TBC: where NSW trainers come from (Q-06) | Mon 17 May to Fri 4 Jun 2027 |
At least 90 percent training completion per wave group is a go/no-go criterion (15 Go/no-go).
Weeks start on Mondays, 1 February to 21 June 2027. Amber hatching is the school holidays and Easter, Fri 26 Mar to Sun 11 Apr. One-page view: 05 Plan on a page.
- Mon 8 Feb to Fri 12 Mar 2027: UAT (Mon 8 Mar paused). Wed 17 Mar: sign-off.
- Fri 26 Mar to Sun 11 Apr: school holidays and Easter.
- Tue 30 Mar to Fri 16 Apr: Wave 1 training, make-up Wed 14 and Thu 15 Apr. Fri 9 Apr: guardrails gate, moved from Fri 26 Mar.
- Mon 19 Apr: Wave 1 go-live. Hypercare to Fri 30 Apr.
- Mon 17 May to Fri 4 Jun: Wave 2 training. Mon 7 Jun: go-live. Hypercare to Mon 21 Jun.
- Tue 22 Jun: business-as-usual handover.
Updated v0.2 from T5 The gate moved from Fri 26 Mar to Fri 9 Apr. The test set cannot be complete before UAT closes.
Good Friday Fri 26 Mar and Easter Monday Mon 29 Mar are public holidays. Anzac Day is Sun 25 Apr with no replacement Monday in Victoria. King's Birthday, Mon 14 Jun, is excluded from Wave 2 hypercare.
Northgate Digital and L&D are on the floor in hypercare. The CRM platform team owns the platform and prompt changes from Tue 22 Jun.
Escalation: item owner, Daniel Nguyen, steering committee, then Helen Marchetti. Actions are in 21 Action list: 28 at v0.2, 10 done, 15 open, 3 overdue. Progress: 20 Weekly status.
| Forum or role | Who | Accountable for |
|---|---|---|
| Sponsor | Helen Marchetti | The outcome, the go-live call and the scorecard. |
| Steering committee | Daniel Nguyen (chair) | Dates, scope and the go/no-go decision per wave. |
| Compass Assist approval gate Updated v0.2 | Fatima Haddad | Written approval of the guardrails on Fri 9 Apr 2027. Without it, Compass Assist does not go live. |
| Change lead | Change lead, Change Made Simple | This plan, the registers, the comms plan and the weekly status. |
Also accountable: Jorge Alvarez (Northgate Digital) for configuration and hypercare; Anika Rao for data loading and prompt changes after go-live (Q-02); Sam Petrovic for trainers.
Change readiness at 29 January 2027
- People: at risk. Eight trainers, and shift cover during the Victorian holidays.
- Process: at risk. Branch and banking as-is is still being confirmed.
- Technology: at risk. Guardrails not yet approved; gate is Fri 9 Apr.
- Data: not ready. Legacy data scope is open (Q-01, due Fri 5 Feb) and banker loading is not scoped (A-25).
- Support: not ready. The hypercare roster is not named yet.
The 16 go/no-go criteria, including banker pipelines and labelled complaint drafts, are in 15 Go/no-go. Updated v0.2 from T5
The full register has 14 risks, four of them High at v0.2. It is in 02 Risk register.
R-01 Bankers keep using personal spreadsheets v0.2
Pre-load pipelines, use champions, run 7:30am sessions.
R-02 Compass Assist not approved by go-live v0.2
Written gate on Fri 9 Apr, test set in writing (A-27).
R-03 Shift cover during training v0.2
Early and late blocks, a first block in the week of 12 April, make-ups on 14 and 15 April.
R-06 Data migration quality
Decide scope (Q-01), reconcile before go-live, scope banker loading (A-25).
Assumptions: dates hold (if not, both go-lives move); UAT testers are released (if not, sign-off on 17 Mar slips); guardrails are approved on 9 Apr (if not, Compass Assist goes live later than the platform); eight trainers are enough (if not, Northgate steps in); NSW school dates do not clash TBC.
Dependencies: complaint category list (Louise Chen, due Fri 5 Feb). Shift roster pattern (Mei Tan). Guardrails test set (Fatima Haddad, A-27). Banker spreadsheet loading (Anika Rao, A-25, due Fri 12 Feb). Northgate Digital: UAT script list, hypercare staffing.
| Version | Date | What changed |
|---|---|---|
| v0.1 | 22 January 2027 | First draft from T1 to T3 and four emails. Twelve risks, Richard Vance Resistant, gate on 26 March. |
| v0.2 | 29 January 2027 | C-1 to C-5 and C-7 applied: stance, risks, gate date, training and Q-05. Sources T4 and T5. |
Impact ratings
3 High: the work itself changes, with different steps, different tools or a different job, and a large effort across many units. 2 Medium: moderate change, or new capabilities added to existing work. 1 Low: minor change. 0 None: no change. Five dimensions: how work is done, tools and systems, roles and responsibilities, skills and knowledge, culture and behaviour.
Project organisation
Reporting lines: 04 Org chart. Sponsor summary: 06 Executive one-pager.
Open items
TBC: Q-01 legacy CRM data scope (Jorge Alvarez, due Fri 5 Feb). TBC: Q-02 owner of Compass Assist prompt changes (Fatima Haddad and Anika Rao). TBC: Q-03 branch training at the branch or on site (Aroha Williams). TBC: Q-04 complaints queue (contact centre and Complaints). TBC: Q-06 New South Wales trainers (Sam Petrovic). TBC: Q-07 banker client notes loaded from spreadsheets (Richard Vance and Anika Rao) New v0.2.
Q-05 was answered in T5 and is recorded as fact in this plan. Full list: 11 Open questions.
All outputsNext: Risk register
Sources: T1, T2, T3, T4 business banking workshop, T5 steering catch-up, E1, E2, E3. Related: 02, 03, 13, 09, 16.