NKD

Australia Post was undergoing a transformation. Faced with declining mail volumes, rising parcel demands and evolving customer expectations, it launched its Post 26 strategy, a comprehensive plan for modernisation. 

The organisation partnered NKD and developed Our AP Way, a programme that built the foundations for delivering on the broader Post 26 strategy. The multi-year engagement programme encouraged emotional engagement and explained the rationale for the change ahead, motivating staff to participate and embed a culture of innovation and customer-centricity. 

Through storytelling, behaviour navigation, engagement sessions, leadership training and digital learning technology, Our AP Way “empowered employees to embody Australia Post’s values and drive strategic imperatives”, leading to long-lasting, impactful change. 

NKD “outlined Australia Post’s challenges, and positioned the Post 26 strategy and Our AP Way as the crucial activators”, with this story serving as the programme’s cornerstone. An Our AP Way GPS, a behavioural compass based on Post 26 imperatives, was conceived to guide individuals to align their actions with the strategy. In line with Australia Post’s purpose of “delivering a better tomorrow”, NKD designed an interactive half-day session, celebrating the organisation’s heritage and introducing both the Our AP Way story and the GPS. 

More than 800 leaders were trained as facilitators of the programme, and all leaders attended an additional half-day session, Leading Our AP Way. Then, with the programme’s groundwork laid, they developed additional tools for sustained engagement, such as a “self-directed digital adventure” using 360 technology as a refresher, and online versions of the engagement sessions, using a bespoke virtual classroom platform, to reach even rural and remote team members. 

Ultimately, 32,425 team members (94 per cent of employees) experienced the half-day engagement session in person or virtually. Employee opinion survey data showed a more than seven-point increase in team member engagement after completing the programme and leaders reported an uptick of more than three points in engagement metrics. 

The judges said: “The collaboration between Australia Post’s strategic approach and NKD’s unique experience has embedded a very respectful and trusting relationship. NKD was able to clearly outline its approach and methodology, detailing each stage effectively, bringing creativity and innovation in its approach to stakeholder engagement and learning, effectively managing the impressive scope and scale of the endeavour. The entry was a great example of a blueprint for managing change effectively and a solid supplier/client partnership – and is a clear winner for this category.”