State of Ohio, IE and HHS

Organizational Change Management

Change Strategy for State of Ohio Website


The State of Ohio sought Organizational Change Management (OCM) expertise from Navigator to act as state OCM Leads on Ohio’s implementation of the Integrated Eligibility solution. Navigator consultants served as the Contract / Deliverable Manager, Training Lead, Business Process Reengineering Lead, Communications & Stakeholder Lead, Portal Deployment Lead and Portal Designer/Developer / Usability Expert. 


The solution consisted of Accenture’s Self-Service Portal and Accenture’s Benefits Management System, the largest and highest priority business and IT initiative. This multi-phase, multi-year program included:
  • Design and development of the Ohio Benefits website -
  • Establishing the governance model, alignment activities, change strategies and sustainment activities for successful implementations affecting approximately 8000 internal county caseworkers and state stakeholders and approximately 300,000 Ohio residents.  
  • Coordinating OCM workstreams of stakeholder management, communication, training, readiness, business process reengineering and knowledge transfer across the 40+ person consultant team. 
  • Providing 24x7 production support to the portal.


The website was successfully deployed on time in a highly compressed timeframe (less than six weeks) and under budget.

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