Jessica Browne
Rather than rushing into technology and implementor procurement, the Highland Council, supported by public sector consultancy Civiteq, chose to focus first on strategy, data, and user experience, ensuring the right foundations were in place before embarking on system change.
A strategic pause before technology change
Facing outdated HR and payroll systems, the Highland Council initially sought an options appraisal for ERP. However, early engagement with Civiteq revealed that a successful transformation required more than just new software.
The council needed to clarify its strategic drivers, understand its current systems landscape, and review its application support model. This approach ensured that any future investment would be aligned with organisational goals and deliver real value for staff and citizens.
Civiteq’s consultants worked closely with council teams, conducting workshops, interviews, and desktop analysis to map out the current state and identify improvement opportunities. This collaborative discovery phase culminated in a robust options appraisal and an outline business case, empowering the council to make informed decisions about its ERP pathway.
“The real success is we’ve been working in partnership with people who really understand what they’re talking about. There’s that whole depth of experience, and we felt we were dealing with people we could trust. Success depends on having the right people you can work with, and that’s certainly what we experienced with Civiteq.” – Jon Shepherd, chief officer (business solutions) at the Highland Council
Putting users at the heart of transformation
A defining feature of Highland’s approach was its commitment to user-centred design. Civiteq facilitated user surveys, process mapping, and the creation of end-user personas, ensuring that the voices of staff and service users shaped the future way of working. This focus on empathy and collaboration helped the council move beyond technology for technology’s sake, instead designing processes that could genuinely improve the experience for staff and citizens.
Remote engagement was key to overcoming the geographical spread of Highland’s teams, while Civiteq’s flexibility and experience across local government ensured the project adapted to evolving needs. The result was a set of clear, actionable recommendations and a council workforce ready to embrace change.
“Civiteq’s collaborative working style was the key. They’re willing to listen and change course if needed or, equally, to suggest a better way of doing something. Their breadth of experience gained from working with similar organisations was very important, and their change management expertise was valuable around how we engage with our diverse stakeholders.” – Chris Donaldson, strategic improvement & performance at the Highland Council
Lessons for senior leaders
Highland Council’s HR and payroll journey highlights several themes relevant to senior leaders:
Strategy before procurement – Take time to understand your organisation’s needs and ambitions before selecting technology
User-centred design – Engage staff and service users early and often, to co-create solutions that work in practice
Data as an enabler – Invest in understanding and improving your data landscape to support better decision-making
Change management – Success depends on winning hearts and minds; collaborative working and clear communication are essential.
By prioritising these principles, councils can de-risk digital transformation and deliver sustainable improvements for their communities.
For more information on Civiteq visit: civiteq.co.uk/case-studies/
