Project Compass
Comms and engagement plan
Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple
Who hears what about Project Compass, in what order and from whom, for about 1,250 people, from UAT in February to NSW hypercare in June 2027.
Changed in v0.2 Updated v0.2
- Banker message from Richard Vance's champions added as step 13, Mon 15 Mar. From T4 (change C-4).
- School-holiday roster reminder added as step 14, Mon 22 to Thu 25 Mar, with leader comms paused Fri 26 Mar to Sun 11 Apr. From T5 (change C-4).
- Guardrails sign-off gate moved from Fri 26 Mar to Fri 9 Apr in steps 03 and 04. From T5 (change C-3).
- Step 16 session calendar lists the early, late, make-up and 7:30am blocks (change C-4). Version raised to v0.2 (C-7).
Dates match the phased rollout, training schedule and UAT schedule. The change plan carries a short summary.
Five streams, February to June 2027
The Gantt shows on wider screens. Every step and date is listed under its stream below.
Out of scope: a separate all-staff email, printed flyers and a branch activation desk. Messages go through channels the bank already runs.
Stream 1
Policy and guardrails
Staff hear one plain set of rules for Compass Assist before they use it.
- 01Confirm the test set and sign-off date in writing (A-27). Updated v0.2 from T5Fri 5 FebEmailFatima Haddad
- 02Draft the one-page use rules from T3.Mon 8 to Fri 26 FebIntranetChange lead, Ben Okafor
- 03Run the test set and sign off, ten days before go-live (was Fri 26 Mar). Updated v0.2 from T5Mon 15 Mar to Fri 9 AprSign-offFatima Haddad
- 04Issue the approved rules; NSW leaders get them on Mon 10 May.Mon 12 to Fri 16 AprLeader briefingDaniel Nguyen, Fatima Haddad
Leader briefing (Daniel Nguyen, Mon 12 Apr and Mon 10 May): leaders take the one page back to huddles. Intranet page (Fatima Haddad, Mon 12 Apr): the rules, an example drafted case note, an example labelled complaint draft, and who to tell when a draft is wrong.
Stream 2
Intranet and Teams
One intranet page and one Teams channel carry the dates, the how-to and the answers.
- 05Open the intranet page with dates and the two waves.Mon 15 to Fri 19 FebIntranetChange lead, Internal Comms
- 06Open the Teams channel for leaders and champions.Mon 22 FebTeamsChange lead, Jorge Alvarez
- 07Add the training calendar, booking link and FAQ; update Mon 12 Apr and Mon 3 May.Mon 22 to Thu 25 MarIntranetSam Petrovic
Intranet page (change lead, Internal Comms): the single place for dates and guides. Teams channel (change lead, Mon 22 Feb to Fri 18 Jun): answers within one working day.
Stream 3
Audience and leaders
Every team leader knows who in their team is trained when, and has checked their roster.
- 08Confirm staff lists by team and state (808 in Wave 1, 445 in Wave 2).Mon 8 to Fri 12 FebEmailChange lead, HR
- 09Standing leader briefing item; paused Fri 26 Mar to Sun 11 Apr.Mon 15 Feb to Thu 25 Mar, then Mon 12 to Fri 30 AprLeader briefingDaniel Nguyen
- 10Check rosters for leave and Easter trading.Mon 1 to Fri 19 MarLeader briefingTom Gallagher, Aroha Williams
- 11Brief NSW leaders; confirm the NSW school calendar first.Mon 3 to Fri 21 MayLeader briefingNSW HR business partner
Leader briefing: a fixed ten-minute slot, fortnightly from Mon 15 Feb; the change lead sends three items to Daniel Nguyen the Thursday before. Team huddles (Tom Gallagher, Aroha Williams, Tue 23 to Thu 25 Mar, then from Mon 12 Apr): leaders read one prepared line and one action. No leader comms from Fri 26 Mar to Sun 11 Apr.
Stream 4
Messages
Each group hears a short message from someone they listen to, in a channel they already read.
- 12Sponsor note: why it is happening and what changes.Mon 15 FebIntranetHelen Marchetti
- 13Business banker message to the 45 Victorian bankers: pre-load, 7:30am sessions, Compass Assist opt-in. Updated v0.2 from T4Mon 15 Mar (NSW bankers Mon 3 May)TeamsIsla Fraser, Dev, Karina
- 14School-holiday roster reminder: check leave, confirm cover, book the week of 12 Apr block. Updated v0.2 from T5Mon 22 to Thu 25 MarTeam huddlesTom Gallagher, Aroha Williams
- 15Countdown, go-live and close-out notes.Victoria Mon 12 to Fri 30 Apr; NSW Mon 31 May to Mon 21 JunIntranetHelen Marchetti, Daniel Nguyen
Sponsor and go-live notes end with one thing to do. Champion messages: Isla Fraser, Dev and Karina speak to bankers in their own words on Mon 15 Mar; Callum Reid does the same for NSW regional branches on Mon 3 May.
Stream 5
Training
People book a session that fits their shift, finish it, and know where to get help.
- 16Publish the calendar: early, late, make-up (Wed 14, Thu 15 Apr) and 7:30am banker blocks. Updated v0.2 from T5Fri 19 MarIntranetSam Petrovic
- 17Open Wave 1 booking before the holidays; reminder on Mon 12 Apr.Open Mon 22 MarTeamsL&D team
- 18Open Wave 2 booking for Parramatta, NSW branches and NSW bankers.Mon 3 May to Fri 4 JunTeamsL&D team, NSW HR business partner
- 19Send leaders a Monday list of who has not finished; 90 percent per wave group.Mondays from 12 Apr and 31 MayLeader briefingSam Petrovic, team leaders
Booking link (Sam Petrovic): people choose a session from the calendar, and a recording is available for anyone on leave. Weekly completion list: a one-page list per leader from the learning system export.
Who to talk to
The six people to meet first. The other six are one click down.
| Who | Ask for | What comes back |
|---|---|---|
| Helen Marchetti Sponsor | Sends the sponsor note on Mon 15 Feb and the go-live notes. | Approved text within three working days. |
| Daniel Nguyen Program director | A standing ten-minute briefing slot and the programme calendar dates (E3). | The slot and sign-off of each fortnight's items. |
| Tom Gallagher Head of contact centre | Rosters, early and late block cover, and a huddle line for the reminder. | The roster pattern from Mei Tan. |
| Aroha Williams Head of branch network | Branch rosters, Easter trading and who is on leave over the holidays (E2). | Branches needing the first block in the week of 12 Apr. |
| Richard Vance Head of business banking | Agreement to the banker message and to release bankers at 7:30am (T4). | Agreement if the pipeline view is better on day one, and his three champions. |
| Fatima Haddad Head of compliance | Written confirmation of the test set and sign-off date,. | The date by Fri 5 Feb (A-27) and the approved page by Fri 9 Apr. |
| Who | Ask for | What comes back |
|---|---|---|
| Priya Raman CIO | Confirms the page and channel run on standard platforms. | A technical contact; no new tool or licence. |
| Isla Fraser, Dev, Karina Banker champions | Write the banker message and report what bankers say. | A draft by Fri 5 Mar (A-24 names the other two by Fri 5 Feb). |
| Louise Chen Complaints manager | Wording on how complaint drafts are labelled and sent. | Plain wording and the category list, due Fri 5 Feb. |
| Sam Petrovic L&D lead | Confirmed trainer blocks and the booking window. | A calendar by Fri 19 Mar and a Monday completion list. |
| Jorge Alvarez Northgate Digital | System answers in Teams and a known-issues list. | Answers within one working day. |
| NSW HR business partner Role to be named | Briefs NSW leaders and checks the NSW school calendar. | NSW leader list and dates. TBC: name of NSW HR business partner |
Questions to settle
Six questions are open: Q-01, Q-02, Q-03, Q-04, Q-06 and Q-07. Q-05 is answered (stream 1). See the open questions register and the action list.
- Q-02, prompt changes after go-live: the rules page must say who a leader tells when a draft is wrong.
- Q-04, complaints queue: the contact centre message and training content depend on it.
- Q-03, branch training location: roster reminders and booking text differ for each answer.
- Q-01, legacy CRM data: the sponsor note and FAQ wait for it.
- Q-07, bankers' client notes: the banker message promises a pre-load that may not include notes.
- Q-06, NSW trainers: NSW booking opens Mon 3 May only if trainers are named.
- TBC: confirm NSW school calendar and TBC: named page owner after BAU handover on Tue 22 Jun.
How we know it worked
Learning system export. At least 90 percent complete in each wave group before go-live.
Leader briefing log, by Fri 19 Mar. Target to be set.
Intranet statistics. Weekly views of the Project Compass page, by wave. Target to be set.
Sources: T1 programme planning | T2 contact centre workshop | T4 business banking workshop | T5 steering catch-up | E1 sponsor note | E2 branch rosters and Easter | E3 programme calendar | E4 business banking note | See also stakeholder list, risk register, shared facts