Situation

A large electric and gas utility recognized that its technical training programs were no longer keeping pace with evolving operational demands, workforce expectations, or the scale of change facing the organization. Internal benchmarking, focus groups, and executive engagement highlighted the need to modernize training curricula, facilities, and instructional approaches—while also restoring confidence in the training function. 

At the same time, the utility faced a familiar constraint: how to introduce meaningful change across operations without overwhelming a workforce already managing safety‑critical work and competing priorities. 

Complication

While training modernization promised long-term benefits, it introduced significant organizational challenges. Changes to curriculum design, instructional methods, and supporting technologies affected instructors, supervisors, and frontline employees differently, increasing the risk of misalignment, resistance, or uneven adoption. 

Without a coordinated approach, modernization efforts could easily become fragmented—focused on tools and content rather than on how people would adopt, reinforce, and sustain new ways of learning and working. 

Resolution

Mosaic partnered with the utility to provide program leadership and embed organizational change management throughout a multi‑year Training Modernization initiative. Rather than treating change as a separate workstream, Mosaic integrated change management directly into curriculum redesign, instructor enablement, and training rollout. 

The engagement focused on: 

• Integrated change management and communications, ensuring consistent messaging across workstreams about what was changing, why it mattered, and how each role was affected. 

• Role-based communications and leadership enablement, including targeted messaging for instructors, supervisors, and field personnel, supported by executive talking points to reinforce alignment and sponsorship. 

• Instructor and supervisor enablement, delivering instructor workshops, supervisor-focused On-the-Job (OTJ) checklists, and supporting materials to reinforce new expectations through daily work. 

• Readiness and feedback mechanisms, using quarterly pulse surveys to assess adoption, surface resistance early, and inform course corrections. 

• Program and project coordination, maintaining alignment across curriculum design, facilities, simulators, classroom technology, and structured OTJ training to ensure change activities remained synchronized with technical delivery. 

By embedding change management into every stage of training modernization, Mosaic helped the utility align learning programs with real operational workflows and workforce realities—reducing friction and strengthening adoption.