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2007 presentation to the exec board of a high street bank - the workplace of the future


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A presentation from 2007 given to the exec board of a high street bank (specific client data removed, so this is what remains ...!)

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2007 presentation to the exec board of a high street bank - the workplace of the future

  1. 1. the changing shape of business – the impact of technology on the business model Jerry Fishenden, 2007 [Edited copy]
  2. 2. agenda • big picture • the bank • the pervasive age • the future organisation in the user-centric age
  3. 3. big picture
  4. 4. ... when the only tool you have is a hammer, every problem looks like a nail ...
  5. 5. … re-thinking the work model in Britain • building / location centric • low productivity • log-jammed in email and paper-process hell • heating already over-heated wealthy parts of the country • wasting £18Bn a year (1.5% of GDP) through inefficient use of property (source: UK Royal Institute of Chartered Surveyors) • traffic congestion is costing UK business £20Bn per annum (source: CBI) – 62% of UK citizens get to/from work by car (source: ONS) – 85% of all journeys are by car – transport contributes 25% of carbon dioxide emissions, 85% of this is from road transport • UK initiatives on: – bringing the disabled into the workforce – transport – Kyoto targets – flexible retirement / benefits / patterns of working … do not even mention the transformational and economic impact of technology as part of core public policy …
  6. 6. questions • if you were designing an organisation today, would you start by assuming you need geographic premises and a traditional "head office“ or town hall? • if you were designing your bank today, would you design it the way it is now? • if you had the luxury of a clean sheet of paper – what would your ideal vision for your bank look like? And what role would technology play in bringing that vision alive?
  7. 7. ... if you’re too focused on your current business, it’s hard to look ahead and even harder to make the changes you need to ...
  8. 8. … a longer look in the rear-view mirror • agrarian revolution – four crop rotation • industrial revolution – Joseph Jacquard’s Loom • mass production – division and specialisation of labour • “digital revolution” – economic and societal innovation: enabled by IT
  9. 9. 1876 1970’-1990’s 2006 an innovation explosion Mobile, VOIP, Video, IM, Blogs …. the landline era
  10. 10. Forrester Research, Benchmark 2006 “Online seniors are more likely than Boomers to get photos by email” “Online seniors are more than twice as likely as Gen Yers to check stock online” “Online Gen Yers are twice as likely as Younger Boomers to pay to download music”
  11. 11. Forrester Research, Benchmark 2006 41% of US households shopping online … (a 5 million increase in 2005 alone …) 5 million seniors shopped online in 2005 ….
  12. 12. the myth of fast technology • the mouse – invented 1964 • the CD – 1965 • the fax – 1843 • LCDs – 1888 • ... “the period from concept to product is about 20 years in the industry in general ...” • “any technology that is going to have significant impact over the next 10 years is already 10 years old” [source: Sketching User Experiences, Bill Buxton]
  13. 13. ... the future workstation?
  14. 14. Source: Sketching User Experiences, Bill Buxton
  15. 15. Your bank … what business is it in anyway?
  16. 16. what is your bank anyway? • a bank? • a financial (services) organisation? • something else entirely …? (hint: third option above ….)
  17. 17. reality? • isn’t your business really about ... storing and managing digital bits – and providing the most effective complementary services? • why focus on some digital bits – and not others? • if you can handle financial bits … why not everything else digital?
  18. 18. future competition? • ... where will competition come from?: – ... other banks, financial institutions ....? – ... or from another business sector that stores other digital bits moving into financial digital bits? (Amazon, Google, etc.) • why does this matter? Well ... – who has big data centres, just like banks? – who has mass consumer reach, just like banks? – and do you understand how they structure and organise their employees and physical facilities and operations? – are you benchmarking yourself against the wrong (potential) competitors? • and what are your real assets and strengths: not just secure data management, but the value of related services such as identity/authentication
  19. 19. mining without the miner
  20. 20. mining services transformation technology adoption enablers • robust, low latency IP based fiber networks • vision enhanced robotics • immersive VR • real-time data-mining and analytics • …. and (most importantly)… • a business culture/vision that understood the need for change and how technology would enable it to happen
  21. 21. talent • how do you identify, recruit and retain the best talent? • typical hi-tech employer examples: – workplace benefits (restaurant, crèche, healthcare etc) – latest s/w and h/w – incentive programmes for recognition – stock awards for long-term retention – broadband provided at home – mail redirected to home – home health & safety checks – flexible working – ability to work reduced / compressed hours (one Exec working full week over just 3 days) – outcome-based rewards (not input or output) – flat(ish) hierarchy
  22. 22. the pervasive age – its implications (pervasive = ubiquitous = seamless = ambient …)
  23. 23. beyond mobility: pervasive computing • pervasive, personal and ubiquitous • any time, any place, anywhere, any device • interact using … – speech and non-speech sounds – gestures and tactile interfaces – navigation through context (glancing) – physiological means
  24. 24. ambient-assisted living • independent living enabled by technology • centred on citizens and their needs • example: – enabling the elderly to continue living in their own home as long as possible, living independently under their own control, with a higher quality of life – bathroom scales, blood pressure monitors, blood glucose monitors, heart-rate monitors that update the patient and their GP (eg. via wireless & broadband) – drugs that tell you when they’re out of date, or if you’ve forgotten a dose • involves sensing and smart processing, evaluation and communication • involves measuring a person's location and using location data in a way that benefits them • (see the EU’s Framework Program 6 & 7)
  25. 25. intelligent environments • office, home and public buildings running embedded technologies: – controlling lighting, heating (energy efficiency) and security – entertainment (music/film etc following you around the house) – dynamically moving calls and content between desk/mobile phones, PCs other devices – knowing you’re there – telling you what’s available
  26. 26. … more than just conferencing …
  27. 27. towards digital communities
  28. 28. the future organisation in the user centric age
  29. 29. towards the organisation of tomorrow • re-thinking the requirements for real estate – new real estate requirements postponed for years – organisations more geographically dispersed – existing building space re-purposed • increase in staff work/home satisfaction • increase in citizen satisfaction – direct contact point • “localisation” of work a reality in ways never previously possible • organisations seen as thought leaders in new ways of working – with technology that employees want to use and citizens and businesses able to interact with services in new ways
  30. 30. the digital community • employees key part of the local economy • key – partnerships between business and the community • drives bigger picture agenda – e-services programme – accessibility – access to work for all
  31. 31. .. its getting personal! • lifetime stores of everything: – articles, books, cards, CDs, letters, memos, papers, photos, pictures, presentations, home movies, videotaped lectures, voice recordings, phone calls, IM transcripts, television, radio …. (mylifebits)
  32. 32. MyLifeBits MyLifeStore Gordon Bell, Microsoft Research,
  33. 33. from personal computing to community computing – grid in the wild • today, SETI@Home • tomorrow …?
  34. 34. supercomputing? … moving out of the lab, and under your desk …
  35. 35. the user at the centre • users as reviewers (Amazon, etc) • users as producers: – videos online – blogs – social networking / tagging, tag gardens and the harvest – personal channels on IPTV • declarative living • impact on business
  36. 36. not user centric – password fatigue
  37. 37. handwriting speech amazing, immersive visualisation new modes of interaction, experience
  38. 38. Microsoft IP Ventures - EON Reality -
  39. 39. zztest.swf
  40. 40. whereabouts clock text2paper TextIt Notes peripheral ink display HomeNote
  41. 41. content connections content presentations/interactions people need to find and act on ANY content relevant to their activities, from ANY application, on ANY device - in the context of their current activity
  42. 42. gotchya! identity, privacy, security, social/cultural
  43. 43. shops at Morrisons (source: loyalty card and credit card) subscribes to Vodaphone (source: mobile phone) overweight (source: connected bathroom scales) iPod owner (source: RFID tag alcoholic (source: The Red Lion EPOS) fashion victim (source: street CCTV) design with human dignity, privacy and security in mind
  44. 44. ... and finally ...
  45. 45. new world of work – key trends • economic transformation: the move from a manufacturing-based economy to a services-based economy will accelerate • one world of business: political and economic dynamics are forging a single global market, a global workforce, global customers, partners, and suppliers. Collaboration across time-zones, across organisations, across firewalls will be commonplace • always on, always connected: the challenges of the “always on, always connected” world will be converting information into insights; managing time and staying focused on high priority tasks; finding the right information and connecting with the right people in an organisation via the best channel; staying in sync with colleagues; and managing the balance between work and family life
  46. 46. new world of work – key trends • the transparent organisation: The systems that make organizations more agile also make them more accountable. • “NetGen meets Baby Boom”: the “net generation” that’s coming of age today has lived its entire life in the digital age. They are rapid adopters of new information technology and are not only comfortable, but expect to work collaboratively with others. They multi-task in ways that seem unfathomable to many and increasingly will use their own devices – blurring work/personal use and turning the workplace inside-out. Email, the Internet, vivid real-time interactive games, instant messaging and mobile devices are as natural to children today as the telephone, television and ballpoint pen were to the previous generation • competing for talent in a shrinking workforce: demographics show an aging, shrinking workforce in most of the developed world over the next 50 years, so maximising the productivity of the workers that are available is critical
  47. 47. talking points • what is an “office” in our new always-connected world? • what does an automated reply with a subject line pre-fix of “Out Of Office” mean? Or a calendar schedule that says I’m “Out Of Office”. Huh? What “office”? • mobility and flexible working are the new reality • ambient / pervasive computing is here • society is changing … can technology keep up? • technology is changing … can society keep up? – eg. how will we cope with people who are both retired and working and moving rapidly, and continually, between both states? – where do jurisdictions start and end? If I work for a “UK company” but choose to do my work from France, what does that mean? • … do we understand these implications? Are we planning for them?
  48. 48. if we can get this right – sample impacts • transport – reduction in commuting, pressure off roads and transport infrastructure • energy – reduction in petrol demand, and the surplus energy requirements of large office environments (potential Kyoto synergies) • housing and communities – impact on distribution and localisation (reduction in tendency for one or two economic hotspots) – preservation of smaller communities through renewed economic viability – citizens staying longer and more capably in their communities • equality of access – disability at work (reducing those in benefits, outside the productive workforce), enabling greater inclusion through technology
  49. 49. ... the reality of technology
  50. 50. summary • the digital era is maturing – moving from administration/operational support to impact on strategy itself • digital isn’t about the tech – escape traditional thinking – work anywhere, anytime is reality – users at the centre (creative, interactive, pervasive): both your own personnel and your customers • engage technology at the inception of business planning – not as an after-thought • top areas? – identity / security / privacy (internal /external) – data-sharing/inter-agency working (interop, ontologies, etc) – information/service access (“business APIs”; intermediaries) – pervasive (ubiquity of access; devices; social impacts) – economics of technological models (what’s best operational efficiency may not be what’s best for local prosperity)
  51. 51. Source: MIX 07. , XB003 - ZAP!, WHAM!, KAPOW!: Windows Presentation Foundation and the Next Generation of Online Comic Book Reading
  52. 52. the changing shape of business – the impact of technology on the business model Jerry Fishenden, 2007 [Edited copy: client specific data removed]