Customer Background
Brent Council is one of London’s most diverse and dynamic boroughs, serving a population of over 330,000 residents. The Council delivers a wide range of essential services across housing, social care, education, finance, and community support. With a workforce spread across different functions, ensuring consistent processes and efficient use of systems is critical.
Brent had already invested in Oracle Fusion HCM and ERP to modernise its HR, Finance, and Procurement operations, bringing greater efficiency and standardisation to back-office functions. The next step was ensuring that employees across the organisation could confidently use the system in their day-to-day roles, from payroll officers to line managers and general employees.
The Challenge
Brent Council faced a common challenge for public sector organisations adopting large-scale systems: ensuring successful user adoption. With staff working in varied roles and with differing levels of digital confidence, the Council needed a solution that would provide real-time, role-based support while reducing pressure on its internal support teams.
Traditional classroom training and static reference guides were not enough. Brent needed a sustainable way to embed learning directly into the Oracle platform to make sure no user was left behind.
The Solution
Brent Council partnered with Fudgelearn, a leading Oracle Guided Learning (OGL) partner, to enhance user adoption and provide “at the point of need” support across their Oracle Cloud platform.
The engagement involved three key stages:
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OGL Implementation – Fudge worked alongside Brent’s Oracle Support and IT teams to design and build in-application guidance tailored to the Council’s policies, processes, and terminology. This included walk-throughs, smart tips, and role-specific process guidance across HCM and ERP.
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Capability Transfer – Rather than relying solely on external support, Fudge delivered a Train-the-Trainer programme to Brent’s internal support team. This ensured Council staff gained the skills to design and maintain their own OGL content in the future.
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Ongoing Managed Service – To guarantee long-term success, Brent signed up for a two-year managed service with Fudge. This provides proactive support, quarterly Oracle release alignment, and expert oversight from Fudge’s OGL team – ensuring that content remains relevant and users continue to receive high-quality guidance as processes evolve.
The Benefits
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Improved User Adoption – Council employees now receive step-by-step instructions in real time, boosting confidence and reducing errors.
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Reduced Support Tickets – Staff are empowered to complete tasks independently, lowering the burden on Brent’s IT support team.
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Self-Sufficiency – The internal team has been trained to create and manage their own OGL content, making user enablement a core capability within Brent Council.
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Sustainable Learning – With Fudge’s managed service, Brent benefits from ongoing enhancements, ensuring the system continues to support both new and experienced users effectively.
Why Brent Chose Fudgelearn
Fudgelearn’s deep experience in Oracle ERP and HCM, combined with over 350 years of collective expertise and a proven track record in OGL delivery, made them the ideal partner. By acting as an extension of Brent’s team, Fudge ensured that no user was left behind during this transformation journey.
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