The situation
A public-sector team needed people in different roles and locations to understand the same incident without slowing the response. A single delivery format would not work for both desk-based and operational staff.
What changed
The team treated behaviour support as part of the response runbook. Self-service and facilitated sessions used the same scenario, decision points and evidence requirements. Local owners could deliver the material without inventing a new process each time.
Why it matters for ACP
The useful lesson is operational, not numerical. Controls work when accountable owners can trigger the right support, record who received it and retain the decision trail. Behaviour-change support is included with paid ACP; it is not sold as a separate product.
