Case Study: Supporting Organisational Change and Digital Transformation

Client: ICON Water

Project: Digital Technology Group – Change Team

Icon Water, the ACT’s primary provider of essential water and sewerage services, has been a cornerstone of the region for over 100 years. With more than $2.7 billion in assets, including dams, reservoirs, treatment plants, and critical infrastructure, Icon Water plays a vital role in ensuring the long-term security of the Capital region’s water supply. Following its separation from ActewAGL and subsequent rebranding from ACTEW to Icon Water, the organisation embarked on a large-scale digital transformation initiative. As part of this transition, Icon Water required a structured approach to organisational change management (OCM) to support the adoption of new IT systems and modern business processes.

To support the final efforts in transition, Profectus was engaged to provide experienced change managers who would guide the organisation through this critical phase, ensuring alignment with Icon Water’s established OCM frameworks and methodologies.

Profectus change managers are currently embedded within Icon Water’s Digital Technology Group – Change Team, working closely with stakeholders to develop and execute a structured change management strategy. The focus remains on ensuring employees across both field and office-based roles can successfully adopt the new systems without disrupting essential water and sewerage services. Change impact assessments are being conducted across all business units to analyse workflows, identify challenges, and determine the level of support required for effective transition. Business readiness assessments help measure the organisation’s preparedness for change, informing tailored strategies to support employees at different levels. These efforts are directly integrated into Icon Water’s internal OCM structures, reinforcing best practices and ensuring a consistent, organisation-wide approach to change.

With a strong emphasis on stakeholder engagement, Profectus has developed comprehensive communication plans to ensure clarity at all stages of the transition. Targeted communication materials, including stakeholder briefings, executive updates, and end-user guides, are being produced to address concerns and provide a structured roadmap for adoption. Change impact workshops continue to be facilitated to align leadership, project teams, and employees, ensuring that expectations and transition processes are well understood. Profectus is working closely with Icon Water to manage resistance to change and proactively address feedback, fostering a culture of transparency and collaboration. These activities are designed to complement and enhance Icon Water’s existing OCM structures, ensuring seamless integration of new processes without disrupting business continuity. Training and knowledge transfer remain integral to ensuring long-term success.

Profectus is delivering hands-on training sessions tailored to both technical and non-technical users, equipping employees with the skills to navigate new systems with confidence. Personalised support sessions are being conducted to assist staff in adapting to the changes, while structured knowledge transfer ensures that internal teams will be capable of managing the systems independently. Performance tracking mechanisms are being established to measure adoption success, allowing for continuous refinement of training and support initiatives. These training programs are carefully aligned with Icon Water’s established OCM methodologies, ensuring consistency and reinforcing internal capabilities.

As the project progresses, Profectus continues to play a key role in facilitating a smooth transition to new systems across Icon Water’s operations. Employees are gradually adapting to the changes, with measures in place to minimise disruption to services and maintain operational efficiency. Through targeted training, proactive stakeholder engagement, and structured change impact assessments, Profectus is supporting Icon Water in modernising its digital environment while empowering employees with the tools and confidence to embrace new ways of working. This ongoing initiative, fully aligned with Icon Water’s internal OCM structures, reinforces the organisation’s commitment to operational excellence and long-term sustainability, ensuring that it remains resilient and adaptable to future technological advancements.