Product Showcase - Abdi Hamisi
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In a new digital-era, every business must strive to deliver a better digital experience. To be successful, a holistic approach must be taken, which addresses the service experiences of both customers and employees. In this session, Abdi will reveal how the Hornbill Platform and Hornbill Service Manager Application are evolving to enable service delivery teams to keep pace with the needs and demands of modern business.
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Product Showcase - Abdi Hamisi
- 1. A Digital Employee Experience Abdi Hamisi PRODUCT SHOWCASE: THE FUTURE OF SERVICE MANAGEMENT Abdi Hamisi
- 2. Agenda The Future Of Service Management • A Digital Employee Experience Product Showcase • Hornbills Employee Experience is Evolving • Solution Demo
- 3. DigitalTransformation DigitalTransformation is more than just a buzzword - it's a process of using technology to radically change your business
- 4. A Digital Employee Experience Employee Experience is the sum of everything an employee perceives, lives and engages with during their journey within an organisation Empowering employees digitally is about increasing: • productivity • fostering innovation • collaboration • creativity • satisfaction & retention
- 5. Digital First? shouldn’t it be - People First? Your Digital Employee Experience should: • deliver a rich contextual engaging experience founded on personalised services, knowledge and support • transcend departmental silos & physical boundaries • embrace orchestration & automation • minimise spending and enhance productivity
- 6. Digital First? shouldn’t it be - People First? “Those convinced against their will are of the same opinion still.” Dale Carnegie
- 7. Expectations of a ModernWorkforce The consumer demand for mobile first, connected, and personalized experiences is seeping over into what employees want from their workplaces. Source: The Second Annual “State of IT” Report Salesforce Research
- 8. Reality Check Are you delivering OR on the receiving end of an Analog Employee Experience?
- 9. Reality Check Analog Employee Experience? Onboarding a New Employee • How is this achieved today? • What visibility does the recruiting manager get? • How well integrated are the various departments involved? • Where are the bottlenecks • What can we automate? • Has the overall service/process been clearly defined? • Is each department clear on its responsibilities and where the boundaries are?
- 10. Service Domains that are: • ‘in step’ with each other • following common service management objectives to support business needs and increase user satisfaction: • service design • service transition • service operation • focused on delivering a consumerised employee experience • measured on performance and operational efficiency An Enterprise Service Management Approach
- 12. The Hornbill ESM Critical Capability Recruit Enable Facilitate User Induction Facilities Onboarding Head-Count Finance Onboarding IT Provisioning-New Starter IT Training
- 15. A Digital Employee Experience Abdi Hamisi Hornbill: Solution Preview Employee Portal Experience
- 16. An Evolving Experience We have been listening you asked for: A more focused employee self service experience The ability to simplify the user experience Approvals & Activities for non Power Users Your general feedback on the Service Portal experience
- 17. Hornbill:An Evolving Experience A New Employee Portal • First step to delivering improved Employee and Customer focussed experiences • Separate codebase for the Service and Customer Portal • Refreshed UI and Improved Experience • A platform for much more to come! • UnifiedView • Service Portal (web self service) brought in to the Hornbill User App enabling: • A single destination Authorisations & Activities for Employee Portal Users* *Co-worker subscription
- 18. Solution Demo
- 19. Preview • As of tomorrow …. • as Power Users will have access to the New Employee Portal under a 30 day preview • Be part of the conversation on the forum • Preview II (part deux) • Once the initial Preview of the Employee Portal is completed a second 30 day Preview will be made available to End Users • Including a notice on the Service Portal • Chance to run both views side by side for 30 days • Cut Across
- 20. ThankYou
Editor's Notes
- Welcome Good to see so many of you here today!
- Digital transformation is accelerating and changing the way we live and work, and many times deciding who succeeds in business. As PAT said earlier – Digital Business Transformation is about people, and how well they work together, to remove friction from the service experience, and deliver value to the customer. The focus on Customer Experience is central to most organisations digital transformation strategy. All to often however, to the detriment of digital transformation efforts, Employee Experience is overlooked
- Comprised of your employees’ technology working environment - all the technologies people use to get work done in today’s workplace The digital workplace is the natural evolution of the workplace. For many, you may be closer that you think to The benefits of adopting a Digital Employee Experience or Digital workplace increasingly outweigh the costs. As the workplace continues to evolve, and employee expectations shift, organizations that do not embrace the digital workplace risk falling behind.
- A digital workplace delivers significant benefits, but these are sometimes perceived as intangible. You need to clearly define a strategy and approach this from the employees perspective – as you would when looking at Customer Experience – take what you have learned as an organization there and apply this thinking to the Employee Experience. Support changes in working styles that enable employees to work more transparently, that allow employees to stay connected, collaborate more effectively to get their jobs done. Orchestrate and Automate wherever possible - seeking always to engineer out routine tasks or processes Provide employees with the right tools and right information at the right time.
- But most of all Your Digital Employee Experience should: Start with an exercise of PUTTING YOURSELVES IN THE EMPLOYEES SHOES and asking the question: WHAT'S IN IT FOR ME?
- Good news is most of these Employees have already undertaken a transformation outside of the firewall and are ready and waiting for things to improve at work. Just as social, mobile, data analytics and personalization technology has shaped expectations around customer experience they are now starting to increasingly influence employees’ expectations of the workspace. IT has the power to build extraordinary experiences for employees. By looking beyond satisfaction on their own teams and investing in low-code platforms, they can more quickly deliver better digital experiences for employees across the business.
- How well do the above departments and functions deliver Services and processes both individually OR together where required ? Lets take a look at an example of a process that spans a good number of these business areas or departments? TAKE A MOMENT AND THINK ABOUT YOUR OWN EMPLOYEE EXPIRIENCE HOW DO YOU ACCESS AND CONSUME SERVICES? HOW DOES THAT COMPARE WITH YOUR LIFE OUTSISE THE OFFICE - AMAZON
- Lets take one process On Boarding Employee – this is grat process to show up any issues… It could be any Business Process – We could be Amazon and looking at the Order Fulfilment Prcess where multiple departments and functions are involved in delivering the items we purchase.. As an end user we don’t – truth be told care if this was a one stage process or multi stage multi department – what we care about is getting that all important gift, garget on time – reality is we don’t really care what the internal machinations are. Should the same not be the Employees Experience ? Every time you pick up the phone or email for an update or progress - both the requestor and the fulfiller are being inefficient
- Service design: the creation and deployment of a service catalog that is offered to relevant internal teams. The catalog defines the processes, resources, and delivery standards required to implement the services. Service transition: the implementation of change in a controlled way, such as modifying or adding services, processes, systems, or infrastructures. Service operation: the management of daily operations, including how requests flow in order to best solve problems, deliver services, and provide information in most efficient way possible
- Service Domains – here are some examples of where our customers are using the Hornbill Platform to deliver Services and underpinning processes.
- ESM for Hornbill is about Orchestrating the Processes at the service domain level – where each domain has the ability to define and publish its services. These may well be underpinned by automation. For the matter of clarity lets call these Domain Processes and Business Processes The future for Hornbill and our vision of ESM is to elevate this to begin to facilitate and orchestrate Enterprise Processes = these are processes that the business would recognise as in this case the process of Employing, Enabling and Facilitating a new employee. This could be in retail the rolling out of a new outlet or in Customer Service the Onboarding of a new customer as we ourselves do! The essence here being that under the hood the IT or Finance team can improve their individual Domain Processes and fine tune them – the overall outcome of the Business Process remains constant as the keyInputs and Outputs of the process would e constant. Hornbill is working towards being able to offer up to a line of business user I.e. HR the ability to drop in the Domain Processes into an overriding Business Process much in the way one would define a process today with the BPM components.
- After all we want a Happy Manager and a Happy Employee DON’T WE?!