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, ensuring no user was left behind.
Sustained Adoption & Measurable Impact
Since launching Oracle Guided Learning at Brent Council, adoption has gone well beyond an initial go‑live spike. Insights shared during a recent webinar with Brent Council highlight strong engagement, high completion rates, and sustained usage over time.
Oracle Guided Learning was first introduced within Time and Absences, where early engagement was particularly strong:
- The Using OGL guide recorded 394 runs in the first month, with 260 users completing the guide, delivering a 66% completion rate
- The Home Page Tour guide was run 1,361 times in its first month following launch
While an initial increase in usage is expected at launch, what has been especially significant at Brent Council is the steady and consistent engagement that followed.
In total:
- 47 Oracle Guided Learning guides have been developed and launched
- These guides have been run over 11,000 times
- In April, 84% of guides were actively used
- Guides launched in December 2025 continue to be used 4–5 months later
These results demonstrate that Oracle Guided Learning can be successfully launched or re‑launched after go‑live, delivering consistent value over time and supporting ongoing change, such as Redwood and future advancements, including AI agents.
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
- Improved User Adoption – Council employees receive step‑by‑step, in‑application guidance at the point of need, increasing confidence and reducing errors during day‑to‑day tasks.
- Reduced Support Demand – “How‑to” and navigation‑related support queries have significantly reduced, easing pressure on Brent Council’s internal Oracle support teams.
- Improved Data Quality – Clear, contextual guidance helps users follow the correct processes, reducing errors in critical areas such as payroll and finance.
- Internal Self‑Sufficiency – Brent’s internal teams have been enabled to create, manage, and maintain their own Oracle Guided Learning content as business‑as‑usual.
- Future‑Ready Adoption – Oracle Guided Learning continues to support users through ongoing Oracle updates, including Redwood UI changes and future innovations.
Why Brent Chose Fudgelearn
“We wanted a partner with public sector experience and proven Oracle Guided Learning expertise to help us get it right from the start. Fudgelearn supported us with best practice and setup, while also enabling us to build internal capability for long‑term ownership.”
— Sharon Higgins, Brent Council
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