BRK2183
Boosting Workforce Agility with a Digital
Workplace
Mike Gotta
@MikeGotta
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Harnessing The Next Generation of
Digital Workplace Technologies
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Aligning Purposeful Collaboration
With Business Outcomes And
Customer Experience
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Linking Employee Engagement
And Collaborative Culture To
Getting Work Done
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
The New IT Charter: Moving Beyond Traditional
Boundaries of Infrastructure & Operations
Digital Workplace Initiative
A business strategy to promote employee agility
and engagement through a more consumerized
work environment
Employee
Engagement
Workforce
Optimization
Prepare for Next Generation Technologies
Focus On Purpose & Outcomes
Innovation
Sales
Performance
Prioritize Employee Engagement
Reimagine the workplace
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Service
Delivery
Customer
Experience
Boosting Workforce Agility with a Digital Workplace
Employee Engagement
Cultural
Change
Purposeful
Collaboration
New Ways of Working
IT Organizations Have The Strategic Opportunity To Work With
Business Leaders To Re-Imagine The Workplace
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
How Do We Get There …
Digital
Workplace
Technologies
Purposeful
Collaboration
Employee
Engagement
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
The 4th Generation Of Digital Workplace Technologies –
Are You Prepared?
Generation 1
Generation 2
Generation 3
Generation 4
Productivity &
Communication
Workspaces & RealTime Collaboration
Mobile, Social,
Information & Analytics
Algorithms, Smart Machines
& The Enterprise of Things
• E-Mail
• Virtual Team Room
• Blogs & Wikis
• BYO Everything
• Calendar
• Instant Messaging
& Presence
• Profiles & Follow Lists
• Mobile Messaging
• Activity Streams
• Algorithms & Graphs
& Machine Learning
• Group scheduling
• Discussion forums
• Audio Conferencing
• Video Conferencing
• Web Conferencing
• Enterprise Portals
• Expertise location
(room systems)
• Micro-blogging
• File Sync & Share
• Social analytics
• Mobile, Cloud, Smart
Phones, Tablets…
Notable Vendor
Notable Vendor
• IBM Lotus Notes
• Microsoft SharePoint
9
• Smart Agents,
Advisors & Peopleliterate Technologies
• Quantified Workplace
Notable Vendor
Defining Vendor
• Jive, Salesforce
• TBD
• Box, Dropbox
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
• Enterprise of Things
• Apple, Google
Mobility & Cloud Help Promote Converged Experiences
And A More Consumer-Like Computing Experience
Unified
Communications
Content
Portal
Social
Personal
Apps
"Work Apps"
Collaboration
Personal
Online Services
BYO
Everything
Productivity
“Cloud Office” Blended With Personalized Ecosystems
Activity
Dashboard
Smart Machine
Services
My Work
Network
Conversation
& Community
Algorithms
& Graphs
My Agents
& Advisors
Enterprise
of Things
Smart Work Environment
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
My Personal
Apps & Tools
Security &
Management Tools
Shifting the Inbox From Message Store to Connecting
Work Relationships & Insights
Drains
Productivity
Fragments
Context
Inbox
Today
Least Common
Denominator
Limits
Insight
Tried: Activity Stream as "Inbox"
Stores, Streams
and Filters
My Timeline
and Notifications
Inbox
Tomorrow
My Personal
Analytics
My Attention
and Action Items
Next Step: Algorithmic Dashboard
Missed information and notifications
Situational context and attention aware
Incomplete filtering and organization
Algorithms & extended network analysis
Does not eliminate existing inbox
Transformation in user experience
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Shifting Focus From The Mechanics Of Meetings To
More Immersive Experiences
Meeting Room Personal Assistants
Enterprise of Things
Beacons, Sensors, Smart Objects
Search, Graphs, Machine Learning
& Algorithms
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Sources: Bluescape, Gridspace, SMART Technologies, Microsoft
Ending The Duality Of Treating Space & Place As
Separate Design, Tool & Application Domains
Primary Collaboration Design Factors
Quantified Workplace Design Factors
Activity
Information
Thing
Conversation
People
Quantified
Self
Place
People
A Quantified Workplace Enables Design of More Contextual Experiences
That Encourage or Facilitates Collaborative Interaction
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Leveraging “Thing & Place” Proximity To Improve
Information Flows
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Leveraging “Thing & Place” Proximity To Encourage
Collaborative Experiences
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Leveraging Quantified Self To Transform
The Employee-Customer Experience
Source: Ginger.io and Vimeo
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
How Do We Get There …
Digital
Workplace
Technologies
Purposeful
Collaboration
Employee
Engagement
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Purposeful Collaboration Should Connect To Business
Outcomes & Customer Experience
Product Leadership
Customer Intimacy
Market
Responsiveness
Demand
Management
Sales
Effectiveness
Product Development
Effectiveness
Customer
Responsiveness
Supply
Management
Support
Services
Supplier
Effectiveness
Operational
Efficiency
Human
Resources
Responsiveness
Talent Management
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Target Market
Index
Product Portfolio
Index
Sales Opportunity
Index
Cost of Sales
Index
New Products
Index
On-Time
Delivery
Service
Performance
Supplier On-Time
Delivery
Supplier Service
Performance
Cash to Cash
Cycle Time
Recruitment
Effectiveness Index
HR Advisory
Index
Market Coverage
Index
Channel
Profitability Index
Sales Cycle
Index
Forecast
Accuracy
Feature Function
Index
Order Fill
Rate
Customer Care
Performance
Supplier Order
Fill Rate
Supplier Care
Performance
Conversion
Cost
Benefits
Administration Index
HR Total
Cost Index
Market Share
Index
Configure-ability
Index
Sales Close
Index
Customer
Retention Index
Time to Market
Index
Material
Quality
Agreement
Effectiveness
Supplier Material
Quality
Supplier Agreement
Effectiveness
Asset
Utilization
Skills Inventory
Index
Opportunity/Threat
Index
Sales Price
Index
R&D Success
Index
Service
Accuracy
Transformation
Ratio
Supplier Service
Accuracy
Supplier Transformation Ratio
Sigma
Value
Employee
Training Index
Operational Excellence
Connect Key Performance Indicators To Needed
Collaborative Capabilities
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
The Journey Towards Discovering “Purpose” Is More
Valuable Than The Statement
Purpose Statement
Structure
Which people,
collaborating
why, to deliver
what value to
themselves, the
community, and
the business.
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Sample Opportunity Statements
• Employees collaborate on posing and
answering customer questions and
can locate people for expert advice,
providing community support and
improved customer service.
• Sales and product teams collaborate
on ideas for new or enhanced product
packaging to make selling easier
thereby increasing revenue per
salesperson.
• Service staff collaborate on ways to
improve processes (such as towel life
cycle management) to make their job
more efficient and accelerate the pace
of new hotel assimilation.
Purpose Alone May Not Suffice For Work That Where
Participation Is More Volitional
Collaboration Archetypes …
Greater Sense of Ownership
Transactional
Methodical
Communal
Improvisational
Exploratory
Form-Based
Project
Case
Management
Management
Innovation
Work
Exception
Handling
Lower
Level of Autonomy and Voluntary Participation
Typical design approach:
Consider adding:
• Business requirements
• Ethnographic methods
• Process mapping and role
dependencies
• Social network analysis (SNA)
• User experience needs
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
• Communities of practice
Higher
New Design Approaches Are Warranted To Devise ValueAdd Roles For Smart Machines
Design Elements For
Smart Machines
Not Just Tools
Not Just Purpose
But Also Behavior,
Relationships and
Cultural Nuances
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
My Customer
Advisor
My Team
Information
Assistants
My Project
Advisor
My Meeting
Assistant
Consumer Surveillance Fears Can Become Employee
Fears Regarding The Digital Workplace
Forbes Magazine, July 10, 2014
“After The Freak-Out Over
Facebook's Emotion
Manipulation Study,
What Happens Now?”
Tracking My
Documents
Tracking My
Location
Tracking My
Interactions
Tracking My
Wellness
Tracking My
Relationships
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
How Do We Get There …
Digital
Workplace
Technologies
Purposeful
Collaboration
Employee
Engagement
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Employee Engagement Gaps Thwart Efforts To Improve
Business Outcomes
Employee Engagement Has A
Ripple Affect Across Workplace
Productivity, Collaboration, And
Ultimately Business Performance
Source: https://hbr.org/2015/03/engage-your-long-time-employees-to-improve-performance
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Connect Employer & Employee Goals To Encourage A
Win-Win Relationship
Employee
Career Flexibility
Employer
Collaborative
Culture
Peer
Communities
Productivity
Digital Dexterity
High-Performing
Teams
Meaningful
Work
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Workforce
Optimization
Democratized
Decision-Making
High Quality
Service Delivery
Personal Value
Business Value
Engaged Employees: Anyone Can Act On A Great Idea
Or Be Your Next Startup
Seed money I
What's in the box?
Visible — tangible …
Inclusive — anyone
can participate
And how do I get one?
Results: 1,000+ participants producing 22+ business plans and products
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Source: Adobe
Build a Sense of Community by Valuing Employee
Fitness and Health
Wellness Program Impact:
• Races across the company
and across countries
• Employees building skills
applicable to "their day job"
Source: Genentech — A member of the Roche Group
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Inspire Design Contributions From the Community: "If
You Hack It — You Own It"
Hacking
Workflow
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Hacking
Products
Hacking the
Workplace
Hacking
Code and
Data
Hacking
Customer
Service
Create A Sense of Belonging Encourages Engagement and
Collaborative Culture
Sense of Belonging:
The Back Stage of Work
Purpose and Tools:
The Front Stage of Work
Team Leaders
Talented
"Idea Person"
Department
Passionate Wellness
Advocate
Manager
Synergies
Process
Project Team
Respected Coach
and Mentor
Popular Community
Leader
Personal Support, Relationships, and Trust in the Backstage
Energizes Collaboration in the Frontstage
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Source: http://knowledgecafe.care2share.wikispaces.net/Social+Network+Analysis
New Roles For The Digital Workplace –
Ignoring These Can Thwart Success
User Experience
Designers
Design
Centers
Well-Being
Champions
Data Scientists
Community
Managers
Smart Machine
Architects
Digital Ethics
Advocates
Workplace
Ethnographers
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
The New Charter For IT Organizations In The Digital
Workplace
ITO Partnership With Human Relations:
• Promotion of employee engagement
• Focus on work/life balance, wellness, user experience
• Data on demographics, changing work, changing roles and responsibilities
An Expanded Role For The IT Organization:
• Brings "Shadow IT” and employees themselves into overall strategy
• Consumer-like focus includes branding, marketing, and employee experience
• Involved in non-traditional IT activities
Focus on Organizational Change:
• C-suite visibility and commitment to a collaborative culture
• Constantly challenge existing practices and assumptions
• Engagement is the foundation for collaboration in the digital workplace
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Recommendations
Do:
Approach Digital Workplace as a multi-year program
with varying levels of business, organizational and
employee (personal) metrics
Include multiple strategies that mix top-down / middleout / bottom-up
Invest in governance and community-building across
leadership & workforce
Redo:
Re-visit ongoing portal, content, collaboration,
unified communications and enterprise social
networking for DW inclusion
Re-think IT application and service delivery as a
means to improve engagement between IT and
employees
© 2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Don't Do:
Treat Digital Workplace as a technology-driven
effort
Approach Digital Workplace as a single project
Forget the HR partnership
Ignore the need for organizational change
Undo:
Digital Workplace is the next-gen intranet
Digital Workplace is just the convergence of
portal, unified communications, collaboration
and social
Employee engagement is the job of human
resources and not the IT organization
Recommended Gartner Research
 Special Report: Boosting Workforce Effectiveness with a Digital
Workplace
 Strategic Approaches for Digital Workplace Leaders
Matthew W. Cain and Mike Gotta (G00276529)
 CIO Survey Uncovers the Need to Focus on Digital Workplaces and
Engaged Workforces
Matthew W. Cain and Mike Gotta (G00262912)
 Digital Workplaces Create New Demands for HR Service Delivery
Helen Poitevin and Others (G00264810)
 Boost Employee Engagement With Social Technologies in the Digital
Workplace
Nikos Drakos and Mike Gotta (G00274271)
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