Public-sector digital transformation

System Introduction, Training and Ongoing Support for Public Institutions

A system only succeeds if it is actually used. We organize the introduction of new systems in phases, train staff by role in plain language, provide user guides and technical support after go-live, and gradually build the internal team's ability to run the system.

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What we offer

We plan the introduction with the institution: which unit starts, when paper-based work stops, how ongoing cases are handled during the transition, and who supports users in the first days. We rely on key users within each unit who receive deeper training and become a point of reference for colleagues.

Training is practical and role-based: front-desk staff learn to register applications, specialists learn to review and route, authorized officials learn to approve and monitor, and system administrators learn to manage users and settings. We provide short guides and video material in Arabic.

After go-live we provide technical support under a clear agreement on response levels, collect feedback regularly and turn it into planned improvements, and document knowledge so it does not depend on specific individuals.

Who it is for

Institutions launching a new systemTo organize the transition and limit disruption to daily work.
Institutions with under-used systemsTo retrain users and address the reasons for low adoption.
IT departmentsTo build internal capacity to manage systems and support users.
Multi-branch institutionsTo align training and usage across branches.

Problems we address

Systems that were bought or built, after which staff went back to paper.
Short generic training that does not match each role's tasks.
No clear point of support for users after go-live.
Knowledge of the system resting with only one or two people.
User feedback that is never collected or turned into improvements.

Tasks and deliverables

Rollout plan: Go-live phases, units, proposed dates and how cases are handled during the transition.
Role-based training programme: Hands-on sessions for each user group with exercises based on the institution's own cases.
Key user enablement: Deeper training for selected staff to act as a reference in their units.
Guides and training material: Short guides and video material in Arabic for each role.
Post-go-live support: Receiving and resolving support requests according to agreed response levels.
Periodic reviews: Collecting feedback and usage indicators and proposing improvements.

Who does what

What IAG does

Preparing the rollout plan in coordination with the institution.
Designing the training programme and material and running the sessions.
Accompanying users during the first period of operation.
Providing technical support as agreed.
Transferring knowledge to the technical team and key users.

What specialists, partners and authorities do

The institution decides the go-live phases and when paper-based work ends, and issues the necessary internal instructions.
The institution makes staff time available for training and names the key users.
The institution approves any change to procedures or permissions resulting from feedback.
The institution decides who administers the system and who contacts support.

Practical example

Illustrative scenario

Introducing a correspondence system in three directorates

An institution has decided to adopt an electronic incoming/outgoing system at headquarters and two branches.

Training the central registry and key users first.
Running headquarters for a defined period with daily accompaniment.
Adjusting settings based on feedback.
Training and launching the two branches one after the other.
Post-go-live review and handover of guides to the internal team.

This is an illustrative scenario describing our way of working, not a client reference or an existing project.

How we work together

Planning
Defining phases, units, key users and the timetable with the institution.
Preparing material
Producing guides, exercises and a training environment.
Training
Hands-on, role-based sessions shortly before go-live.
Accompanied go-live
Intensive support in the first days and quick resolution of issues.
Support and improvement
Ongoing support, periodic reviews and planned improvements.

Intended results

Actual use of the system in daily work.
An orderly transition that limits service disruption.
Internal capacity to support users and administer the system.
Continuous improvements based on user feedback.

What we need from you

A management decision on the rollout plan and its dates.
A list of users with their roles and units.
Named key users and a system administrator.
Suitable rooms for training and available devices.
An internal channel for collecting user feedback.

Basis for cost and timeline

Cost depends on the number of users, units and sites, the number of training sessions, the need for video material, the length of accompaniment after go-live and the level of support required. Rollout and training can be priced with a fixed scope, ongoing support under a periodic agreement.

Frequently asked questions

Do you train on systems you did not develop?

Yes, after studying the system and with suitable access to it and its documentation.

Is training on-site or remote?

Both are possible. We prefer on-site for the first, hands-on sessions, with remote material for review.

How long is support provided after go-live?

It is set in the agreement according to the size of the system and the institution's needs, and can be extended.

How do we avoid permanent dependence on you?

By enabling key users and the technical team and handing over documentation and guides.

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