In the quest for digital transformation and its numerous benefits, user adoption and behaviour is often overlooked as part of the transformation process. A clear understanding between organisational culture and technology is essential to ensure that tools, processes and systems realise their full potential and are not left by the way side as “another” failed initiative.
The Tech-Savvy Employee
As a plethora of devices and applications continue to find their way into working lives, organisations need to create a dynamic workplace environment which fosters a self-service culture among employees in relation to technology. The more compatibility that enters an organisation, the more potential issues that may arise when using these on a daily basis, which all have to be managed and responded to accordingly. Organisational culture should be focused around making the employees feel supported and empowered enough to manage and resolve any issue themselves, especially when related to technology. Issues should be prevented in the first place, however when issues due occur, encouraging users to solve their own issues, results in a workforce that is agile and able to act faster and more effectively; to seize opportunities, resolve issues, improve quality, and ultimately exceed customer expectations.
Visibility of available supportive resources is important, and digital tools, such as mobile apps and intuitive web portals, ensure that employees are able to access the information they need, from a wide range of locations, at any time. This serves to drive overall operational efficiency, as employees can self-serve their own IT issues and gain knowledge articles or support, to future proof their device issues in relation to general issues, e.g. password resets or software upgrades. Over time this will deliver positive outcomes that will result in behavioural change, as employees will not be dependent on IT or technical teams to resolve the majority of issues that arise, minimising employee and system downtime. It also enables employees to collaborate across departments and locations, improve decision-making and critically reduce time-to-market.
The key thing to remember here is that successful digital transformation should enrich working lives, promote improved work/life balance and improve productivity and therefore results – a win-win for employer and employee.
Business Champions – Digital Transformation Leaders
As the IT service desk evolves, its role as the central hub for technological innovation within the workplace remains. However, the first step in a transformation strategy, is culture. Culture incentivises behaviour, and companies must begin by ensuring workforce behaviour is well-suited to the technology solution at hand, to truly maximise its adoption and use throughout the workforce.
One approach to ensuring desirable behaviour is instilled amongst the workforce is through the deployment of “business champions” when adopting new solutions or technologies. These are appointed members of the workforce who help foster change and act as a conduit for feedback from the wider workforce, ensuring behavioural change matches working needs.
A recent example of where this has worked is with Hays Recruitment who wanted to provide employees with a broader choice of engagement channels to interact with IT service teams. This was in a drive for increased productivity enabled through the minimisation of system downtime. Hays have historically been positioned as the leading digital recruitment agency, being the first in the industry to adopt truly digital recruitment selection and placement. Revenue generation at Hays is dependent on the productivity of its 2,200-plus UK sales consultants, and with technology playing an ever-increasing role in the selection and placement of client’s, employees’ IT queries and issues need to be dealt with quickly. If using webchat they can continue to work whilst getting help.
At the end of 2015, Hays became an early adopter of Computacenter’s Next Generation Service Desk (NGSD) solution. The NGSD offering was well positioned to manage the business needs of Hays, providing a consumer-like, user-centric experience with anytime, anywhere IT support and knowledge delivered via an intuitive online portal and mobile app.
Although the NGSD solution can be integrated to existing infrastructure, the success of the solution was not simply a silver bullet. Instead, Computacenter and the team at Hays needed to create a desirable business environment that would encourage the whole workforce to truly understand the capabilities of the technology, adopting the behaviour into their working norms. In order for this to take place, Computacenter offered a new approach to service desk deployment asking internal employees to agree, nominate or suggest business champions for each team, division or office.
Proof is in the Productivity
In the case of Hays, NGSD helped to transform the employer – through service desk interaction – and the proof is in the productivity. Hays reported over 60 per cent of transactions take place directly through the portal – well above the original target of 50 per cent.
What’s more, in an age of messaging apps, online chat capability remains imperative. Hays registered approximately 1,180 chats per month since the adoption of NGSD and over 370 self-logged incidents per month compared with 40 previously.
Importantly, self-service portals such as NGSD are 24/7, so employees in any location, working any particular hours can log incidents at all times instead of having to wait for the service desk to open.
The bottom line is simple – by taking a user-centric, digitised approach to IT support, organisations can maximise staff productivity, drive profitable growth, and both attract and retain the very best talent inside a cutting edge digital workplace.
With software taking up an ever-increasing share of an organisation’s IT budget, it is becoming increasingly important to manage, control and protect your software assets. Having great control of the software life-cycle process and understanding your license position can definitely help your organisation avoid unnecessary expenditure and potentially save money!
As a result, we’ve been busy this year developing our capabilities around helping our clients to manage and control their software estates. We understand that the cornerstone of developing a Software Asset Management (SAM) strategy is to create an Effective License Position (ELP) i.e. understand what you have actually purchased versus what you are actually using versus what you actually need. It is also becoming increasingly more difficult to develop this multi-dimensional view as it contains aspects of commercial and technical information and can span assets that cover a wide and distributed estate.
To this end, earlier this year we launched our C3 Software service which is a suite of SAM services that can be delivered either as individual components or as a complete solution through Computacenter. Stage one of developing an effective strategy is to provide the visibility of the licenses that have been procured and acquired across the business. To cut the time and expense associated with developing this view, we have worked with one of our partners – License Dashboard to build this aspect as a “cloud” service where we have taken all of the pain associated with designing and staging the platform and turned it into a secure, accessible service that can be procured and used on a consumption basis . This easy-to-use deployment model and interface enables any organisation to start taking control of the full ISO/IEC 19770-1 Software Asset Management life-cycle without needing extensive, in-house license management knowledge or invest in significant infrastructure.
We think it is a service that many of our customers could benefit from and with the growing list of challenges in:
- data storage & retrieval
- mobility & remote working
- workplace modernisation
- and not to mention “the cloud”
The need for an organisation to develop an ELP that can cope with this diversity is only going to grow and we don’t believe that any other solution can help build an ELP faster!
We’ve been delighted by the response to our service and while we are on-boarding our first clients we were also thrilled to win Innovation Partner of the Year at the recent 2012 License Dashboard awards. If you are interested in learning more, you can read about our wider C3 Software solution approach in our online Briefing Guide here