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Digital Employee Experience from Start-Up to Scale-Up

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FROM START-UP TO SCALE-UP
REBECCA JACKSON – DIGITAL WORKPLACE COORDINATOR
Digital Employee Experience
JUNE 2018

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START-UP TO SCALE-UP
SO FAR

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FOUNDED IN 2010
7 DATA CENTRES, 1 IN CONSTRUCTION, 3 IN PLANNING
ASX 200

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Digital Employee Experience from Start-Up to Scale-Up

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Rapid growth at NEXTDC meant that the few small digital workplace solutions that were in place were no longer suitable. Taking a green-fields view they have been building a holistic digital workplace centred around employee experience.

This presentation covers the different aspects of NEXTDC’s digital workplace built around Office 365 including Yammer, SharePoint, Intranet and Skype for Business.

Rapid growth at NEXTDC meant that the few small digital workplace solutions that were in place were no longer suitable. Taking a green-fields view they have been building a holistic digital workplace centred around employee experience.

This presentation covers the different aspects of NEXTDC’s digital workplace built around Office 365 including Yammer, SharePoint, Intranet and Skype for Business.

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Digital Employee Experience from Start-Up to Scale-Up

  1. 1. FROM START-UP TO SCALE-UP REBECCA JACKSON – DIGITAL WORKPLACE COORDINATOR Digital Employee Experience JUNE 2018
  2. 2. START-UP TO SCALE-UP SO FAR
  3. 3. FOUNDED IN 2010 7 DATA CENTRES, 1 IN CONSTRUCTION, 3 IN PLANNING ASX 200
  4. 4. 4nextdc.com 190+ STAFF 5 STATES 8 LOCATIONS MAJORITY OPERATIONAL AND SALES ROLES
  5. 5. 2015 LIMITED TOOLS LOW FUNCTIONALITY
  6. 6. GROUNDWORK FOR DIGITAL WORKPLACE
  7. 7. Source: icansharepoint http://icansharepoint.com/an-everyday-intro-to-office-365/ UNDERSTANDING THE TOOLS
  8. 8. UNDERSTANDING THE TEAM
  9. 9. CONNECTING TO OUR VALUES
  10. 10. ALIGNING BEHAVIOUR WITH TOOLS
  11. 11. BUILDING BLOCKS
  12. 12. 12nextdc.com THE BUILDING BLOCKS OF YOUR DIGITAL WORKPLACE Window to your digital workplace (Intranet) The digital toolbox (Office 365) Service delivery (ServiceNow) Customer relationship management (Salesforce) Business applications Social collaboration Email / Calendar HR information systems Search THE TOOLS FOR EXCELLENT CUSTOMER OUTCOMES OUR DIGITAL WORKPLACE Enterprise resource planning (Great plains) Messaging Document collaboration Project management Supporting systems Discovery We seek answers and provide quality content for others to do the same. Working out loud We openly share what we are working on, to communicate and promote innovation. Flexibility We support customers anywhere, anytime. Action We do the right activity, at the right time for excellent customer results. Collaboration We work together across silos to drive innovation for customers. Reporting Productivity applications
  13. 13. 13nextdc.com #frugalnotcheap #brightideas #oneteam Working out loud #customerfirst #straighttalk #thepursuitof excellence ALIGNED WITH OUR VALUES
  14. 14. 14nextdc.com BUILDING BLOCKS DEFINED
  15. 15. 15nextdc.com ANATOMY OF A BUILDING BLOCK
  16. 16. PROJECTS AND ACTIVITIES
  17. 17. • Comments and co creation • Tracked changes • Sharing links • Video conferencing • File and screen share • Co creation • Common location • Shared resources • From anywhere • Manage a group • Share links and images • Discussion COLLABORATION We need a common view of our work. We share and collaborate on more than just documents. I want to share ideas with my team. I’m working on a document and need others’ input. I need to collect information and ideas about a topic. I’ve got too many versions of the same document being emailed around. I want our team to be able to work from anywhere. I need to manage all the feedback on this document. Document collaboration Real time collaborationWork space collaboration Social collaboration Files | Storage Sharing | Resources Meetings | Conferencing Collection | Discussion We work together across silos to drive innovation for customers. #oneteam #brightideas #customerfirst Our regular conference call is stifling, we need to share visuals, not just audio. I want to bring my team together, but we’re in different locations. We need to do a brainstorm, but not sure what to use. My cross-functional group needs to discuss stuff.
  18. 18. 18nextdc.com DOCUMENT COLLABORATION - ONEDRIVE
  19. 19. 19nextdc.com WORKSPACE COLLABORATION – OFFICE 365 GROUPS
  20. 20. • Notifications • Settings • Send email with purpose • Set tasks • Manage meetings • Note taking • Note sharing • Sketching • Managing services • Working on deals • Internal requests ACTION I want to share my notes with others. I need to manage meeting agendas and minutes. I need fulfil a customer order. I only want pop-ups for the things which are important to me. I’m looking for details about a lead.I want to keep up to date, but I’m not sure what is important. I have so many note books, it’s difficult to keep them organised. My inbox is a mess. Reduce the noise Task focussedTake note Support customers Pop ups | Emails Record | Search | Share Mail | Calendar | Tasks Create | Fulfil | Monitor We do the right activity, at the right time for excellent customer results. #frugalnotcheap #thepursuitofexcellence #customerfirst I need to work on staff requests. I need to manage meetings for myself or my team. I need to contact an external party. I need people to complete a task with a deadline.
  21. 21. 21nextdc.com SUPPORT CUSTOMERS - CAB
  22. 22. 22nextdc.com TASK FOCUSSED – STAYING UP-TO-DATE
  23. 23. • Search people and content • Browse information • Create content for others • Search people’s profiles • Keep your profile up-to-date • Browse and ‘favourite’ content • Ask a question • Look for answers • Share solutions and ideas • Request services • Report problems • Track your requests DISCOVERY I found a cool solution that others can benefit from. I need help solving a problem. I’m looking for someone to help with a product question. I need to find the latest version of a policy. I am looking for information about a topic. I’m looking for what other people say about a topic. I have information to share that is useful for everyone. I’m looking for a document I work on regularly. I want to help people understand my role and my team. Find and create Explore and collectAsk and share Request and report Search | Browse | Create Content | Policies | Communication People search | Profiles | Delve Requests | Request management We seek answers and provide quality content for others to do the same. #thepursuitofexcellence #straighttalk #customerfirst I need to request new software for my laptop. I want to nominate someone for NEXTHERO. I need to report broken kitchen equipment.
  24. 24. 24nextdc.com FIND AND CREATE – INTRANET AND OFFICE 365
  25. 25. 25nextdc.com ASK AND SHARE - YAMMER
  26. 26. • Show when your working • Tell people when you’re away • Share your calendar details • Chat in real time • Show your status • Share your screen • News feed • Calendar • Team and location pages • Share news and ideas • Praise your colleagues • Update your team or group WORKING OUT LOUD I have details of an event people will enjoy. I’d like people to understand what my team does for NEXTDC. Share your working status Give real time updatesBe open with information Post news and ideas Calendar | Email News | Events | Content Chat | Status | Screen share Share | Update | Praise We openly share what we are working on, to communicate and promote innovation. #straighttalk #oneteam #customerfirst I need to chat with someone about my work. I want to let people know my availability today. I want to share information on my screen with someone. I want to share an update with everyone about progress in our project. I have some news for my facility and office colleagues. I found a great news article that I want to share. I want to praise someone from another team for a job well done. I need to show my working hours. I have trouble coordinating meetings with people. I’m not going to be in the office and need to share details.
  27. 27. 27nextdc.com GIVE REAL TIME UPDATES – SKYPE FOR BUSINESS
  28. 28. 28nextdc.com BE OPEN WITH INFORMATION - VIDEO
  29. 29. • Work anywhere • Any device • Work on the go • Desk, bus or data centre • Present anywhere • Policies when you need • Important communications • Your links anywhere • Working from home • Flexible working • Situation dependent FLEXIBILITY I need to look up someone’s number. I want to check the latest corporate news in between meetings. My home situation has changed, I need more options. I’m on the way to work and need to jump on a conference call. I need to check my mail, but my laptop is at work. I have personal commitments and can’t get to the office on certain days. I’m working from home, but want to use my own device. I’m in the data centre and need to check a procedure. I’m visiting a client and have laptop failure. I need an easy way to manage the receipts for my expenses. I have an idea to take down and share. Access anywhere Mobile applicationsMobile intranet Flexible working Web based | Office apps Content | Policies | Communication Windows | iPhone | Android Work-life balance | Flexibility We support customers anywhere, anytime. #brightideas #frugalnotcheap #customerfirst App stores
  30. 30. 30nextdc.com MOBILE APPLICATIONS – STAFF CONFERENCE
  31. 31. 31nextdc.com FLEXIBLE WORKING – POLICIES AND TOOLS
  32. 32. NEXT
  33. 33. 33nextdc.com LESSONS LEARNED • Resistance is futile • Trial and pilot to explore what works • Take a staged approach – no big bang • Senior leadership support is critical, but • Management support is critical too • Any change management is better than none • What works for one organisation may not work for you
  34. 34. 34nextdc.com CURRENT AND COMING PROJECTS • Meeting rooms • Office 365 migration and governance • Microsoft Teams trial • Customer operations digital experience • Intranet enhancements
  35. 35. 35nextdc.com GET IN TOUCH Rebecca Jackson NEXTDC Digital Workplace Coordinator rebecca.jackson@nextdc.com @_rebeccajackson linkedin.com/in/rebeccajljackson/

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