CASE STUDY change was introduced systematically and effectively across the complete banking ecosystem.
A toolkit of resources, ranging from templates and step-by-step guides to tailored training, ensured that even banks without dedicated change managers could adapt and implement the changes effectively. These resources provided clarity and consistency, enabling banks to align their individual strategies with the goals of the Rapid Payment Platform.
To drive success, Change Logic worked closely with BankservAfrica’ s teams, building their capability through training to manage change and ensuring that change management became an integral part of project execution. This effort extended beyond BankservAfrica’ s internal teams to include external stakeholders.
“ The structured change management framework enabled us to align stakeholders, accelerate deployment, and deliver a transformative payment solution,” said Bruce Turvey, Executive at Change Logic.
Post implementation gains
The results of the partnership between BankservAfrica and Change Logic were transformative. PayShap was successfully launched, offering banks and customers a real-time payment solution. The change management framework introduced by Change Logic ensured that the programme not only met its objectives but did so efficiently and with measurable impact.
The implementation process was achieved in record time, in an industry where similar initiatives have often faced significant delays. For example, in Canada and US, similar initiatives have stretched over a decade due to inefficient change management.
“ Our partnership with Change Logic proved that even the most complex initiatives can succeed, delivering tangible benefits for stakeholders” said Rodney Govender, EPMO Portfolio Manager- Shared Services, BankservAfrica.
With Change Logic’ s framework, BankservAfrica was able to harmonise the efforts of multiple stakeholders, ensuring consistent alignment and overcoming the hurdles that typically derail complex, multistakeholder projects.
The framework’ s clarity and cohesion accelerated deployment and generated widespread recognition. Industry participants praised the change management approach, giving it high ratings, while internal readiness assessments revealed support for the project. Change management turned out to be a strategic enabler and not just a support function.
“ This combination of speed, precision, and collaboration has established a new benchmark for payments modernisation in South Africa,” adds Govender.
“ Our data-led dashboard gave us real-time visibility into adoption trends, customer behaviours, and key performance metrics across the PayShap rollout,” said Anton Hingeston, Executive at Change Logic.
“ Our change management framework will be central to future projects, simplifying user experiences and enhancing efficiency as we continue to digitise,” said Sindiswa Tshabalala, Manager Scheme Realtime Payments, PayShap, BankservAfrica.
The success of PayShap’ s implementation has reinforced the value of structured change management, and BankservAfrica is already integrating the lessons learned into upcoming initiatives. p
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