FCDO

Customer Background

The Foreign, Commonwealth & Development Office (FCDO) is a global organisation with over 30,000 staff operating in multiple regions. With a complex operating model spanning HCM, Payroll, Finance, Procurement, EPM, and bespoke applications, FCDO required a partner that could not only manage Oracle Guided Learning (OGL) but also ensure continuous improvement and adoption for its workforce across the world.

The Challenge

The FCDO faced several key challenges in its transformation journey:

• A need to rationalise and streamline OGL guides to ensure consistency and relevance.

• Establishing clear processes and alignment across multiple stakeholders.

• Ensuring system stability through regression analysis and break-fix reviews.

• Building internal capability by upskilling permanent staff and transferring knowledge.

• Supporting the organisation through quarterly Oracle releases, ensuring adoption, testing, and impact assessment.

• Providing transparent service reporting to maintain confidence in the service delivery.

Our Approach

Fudge Learn partnered with FCDO to deliver a comprehensive OGL Managed Service, focused on both immediate needs and long-term sustainability.

• OGL Guide Rationalisation Review

  • Conducted a full review of existing guides.

  • Streamlined and aligned content to business needs.

• Process Review & Stakeholder Engagement

  • Facilitated workshops with stakeholders to agree process frameworks and governance.

  • Developed a stakeholder engagement plan to secure commitment.

• Regression & Break-Fix Alignment

  • Analysed regression processes, ensuring alignment with business-critical workflows.

  • Provided clear documentation and guidance for continuous improvement.

• Upskilling & Knowledge Transfer

  • Trained a permanent FCDO resource to take some ownership of OGL.

  • Developed a structured Training & Knowledge Transfer Plan.

• Evergreen Support for Quarterly Releases

  • Delivered impact assessments and regression testing.

  • Recommended and implemented improvements for each release.

  • Outlined a quarterly support approach, including number of days required.

• Driving Adoption

  • Ensured end users and super users were fully supported with OGL.

  • Maximised the value of Oracle investment through blended adoption strategies.

• Service Reporting

  • Provided monthly Service Level reporting covering availability, response times, and performance across all service elements.

The Results

• Streamlined OGL content, making it easier for staff to navigate and use effectively.
• Improved process alignment, ensuring smoother regression and release cycles.
• Sustainable knowledge transfer, with an upskilled internal resource empowered to manage OGL.
• Enhanced adoption and confidence among end users and super users.
• Continuous improvements delivered each quarter, ensuring FCDO gets the most from its Oracle investment.
• Clear visibility through monthly reporting, building trust and transparency in the service.
  
  

Customer Impact

By partnering with Fudge Learn, the FCDO achieved not just a managed service but a strategic adoption journey. With ongoing evergreen support, end users worldwide can now confidently navigate Oracle Cloud, supported by guides, processes, and a strong super user network.

“Without Fudge Learn, our users would not have had the confidence to adopt Oracle Guided Learning so quickly and effectively. Their proactive support has ensured we continue to see value from our Oracle investment.” – FCDO Programme Team