BRK2183 Boosting Workforce Agility with a Digital Workplace Mike Gotta @MikeGotta © 2015 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. This publication may not be reproduced or distributed in any form without Gartner's prior written permission. If you are authorized to access this publication, your use of it is subject to the Usage Guidelines for Gartner Services posted on gartner.com. The information contained in this publication has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information and shall have no liability for errors, omissions or inadequacies in such information. This publication consists of the opinions of Gartner's research organization and should not be construed as statements of fact. The opinions expressed herein are subject to change without notice. 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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 © 2015 Gartner, Inc. and/or its affiliates. All rights reserved. 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 © 2015 Gartner, Inc. and/or its affiliates. All rights reserved. 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) For more information, stop by Gartner Research Zone. © 2015 Gartner, Inc. and/or its affiliates. All rights reserved. http://myignite.microsoft.com