Helen Wong, the chief manager of Financial Operations and Systems Development, who also played a key role in the implementation, noted how staff will typically recoil in fear when changes are proposed to their workflow and processes but the change in system necessitated the engagement of users to ensure the new system could meet their key requirements.

Tse noted that communications with staff had to be very clear in order to manage expectations. "With a new technology it's easy to offer them a perfect 'rose garden' but to reach there takes time," she said. "Users had to realize we couldn't give them everything at once and they needed reminding what the core goals of the project were to ensure the requirements were realistic." These goals included: Improving information flow between all procurement, finance and HR systems; enabling modernization of key processes; improved efficiency within the HR payroll function; and to ensure an effective system of internal control continued to be in place.