This document describes the Employee Experience Management process at GT Infrastructure and Operations. The process aims to identify ways to measure, improve, and enhance the quality, efficiency, and effectiveness of services, technologies, and processes for employees. It does this through understanding moments of truth, escalations, metrics analysis throughout the service lifecycle, and implementing improvement initiatives. The document outlines the various components of the Employee Experience Management process including employee interaction management, service analysis, service improvement, surveys, and reporting.

1. 1 Presentation name
GT Infrastructure and Operations | Friday, 22 April 2022 | Slide No. 1
January 2018
Employee Experience Management

2. 2 Presentation name
GT Infrastructure and Operations | Friday, 22 April 2022 | Slide No. 2
Employee Experience Management
This document is a description of the Employee Experience Management process, designed to give all teams within
the process the required understanding to carry out their duties in a controlled and measurable manner.
Employee Experience Management is concerned with identifying ways in which services, technologies and
processes can be measured and improved in quality, efficiency and effectiveness for customer. This done by
understanding MOT, escalations, analysis metrics throughout the entire Service lifecycle and implement
improvement initiatives.
We are a bunch of
passionate individuals
with a goal to take
Employee Experience
to another level
through “CAN DO”
attitude.
EXPERIENCE SERVICE
DIFFERENTLY

3. 3 Presentation name
GT Infrastructure and Operations | Friday, 22 April 2022 | Slide No. 3
Employee Experience Management
Employee Interaction
Management
Employee Service
Improvement
Employee Service Analysis
Employee
escalations
Rene
Employee complaints
Rene Breached service
analysis
Sarel
Service improvement
plans
Boris
Employee Experience
Forum – present and
action
Boris
Enhancement/New
requests
Boris
Survey Management
Rene
Combined analysis
Sarel
Reporting and
trending
Sarel
I&O staff
engagement
Employee
engagement
Boris/Rene
NEW
• Gamification
• Competitions
• Awards
NEW
• Webinars
• Crowdsourcing
• Bring client to work
MOT
Employee Surveys
VOC & VOS
Depending of the analysis,
either customer or employee
focus, or both
Boris/Rene
TO BE REVEALED AT A
LATER STAGE

4. 4 Presentation name
GT Infrastructure and Operations | Friday, 22 April 2022 | Slide No. 4
Employee Experience Management
Employee Interaction
Management
Rene Employee escalation via TechZone portal or TechzoneICU@nedbank.co.za email address
• Trigger for escalation – client capturing comments in the client comment box on Techzone or
contacting Help Desk
• This prompts a request for interaction on Service Manager
• Request Analyst monitors the interaction queue
• Depending on the interaction the Request Analyst makes the decision to escalate
• The escalation is submitted once the Request Analyst changes the assignment group to “SERVICE
MONITORING”
EMPLOYEE ESCALATION
Requests & Incidents
INTERACTION
Internal communication with
Fulfilment Team
External communication
with Client
• Client communication
• Client feedback
• Client satisfaction
ESCALATION
CREATED
• Escalation is now in the Service
Monitoring queue
• Rene actions the escalation by
interacting with the client and
fulfilment team
• Interaction with the fulfilment
teams
• Prompting for feedback
• Attending to escalation until
closure
• Update escalation register for
trend analysis
NEW REQUIREMENT
• Agree to escalation process, escalation hierarchy and OLA’s
• Red cross escalation object on Service Manager - visible for every
request and incident once Rene has put the client in ICU
• Escalation bumps the ticket in the queue to the top
• Implement the Escalation process for incidents

5. 5 Presentation name
GT Infrastructure and Operations | Friday, 22 April 2022 | Slide No. 5
Employee Experience Management
Employee Interaction
Management
Rene
SURVEY MANAGEMENT
Voice Of Staff – biannual
survey
Voice Of Customer –
quarterly survey VOC survey questions related to:
• TechZone user friendly or not
• Service Delivery received
• Client expectations
• Client suggestions
• Extract survey results for trend analysis
VOS survey questions related to:
• Use of Service Manager queues/re-
assigning/closing/impact to client
• Delivery impact to client
• Delivery impact to “next in line” fulfilment team
• Client suggestions
• Understanding OLA’s and SLA’s
• Extract survey results for trend analysis

6. 6 Presentation name
GT Infrastructure and Operations | Friday, 22 April 2022 | Slide No. 6
Employee Experience Management
Employee Service Analysis
Sarel
Incident Analysis
• Analysis will be spread into sections, or directed by request analysis
(to look for similar trends/issues)
• Logical name” and “affected items” columns are not always defined in
Service Manager, therefore “brief description” will be used for
analysis. This will be open to analyst’s description (not standard), in
order to match request analysis
Request Analysis
• Poor performing requests will be analysed, meeting criteria (more
than 10 requests, SLA below 75%). The threshold will change as the
overall SLA improves
• Report is generated with detailed information and graphs exposing
area of improvement
MOT, VOC and VOS analysis
• Moment of Truth, escalation, Voice of customer and Voice of staff
analysis
• Report will be generated providing information relevant to service
improvement
Combined Analysis report
trends and findings
• Individually analysed reports will be merged into one report
• Similarities in analysis will be extracted
• Combined report will be generated for the benefit of overall service
improvement

7. 7 Presentation name
GT Infrastructure and Operations | Friday, 22 April 2022 | Slide No. 7
Employee Experience Management
Employee Service
Improvement
Boris
SERVICE
• Present analysis at the Employee Experience Forum
• Initiate service improvement plan with fulfilment teams
Operational/Technical manager based on analysis
• Evaluate completed SIP
• Sign-off SIP
• Measure improvement
• Conduct bimonthly improvement review meeting
TECHNOLOGY/PROCESS
• Present analysis at the Customer
Experience Forum
• Initiate service enhancement request
• Evaluate service enhancement
request
• Seek approval at the Customer
Experience Forum
I&O Demand Management
Service Portfolio Forum
NEW SERVICE
• New service request received
• Evaluate service enhancement
request
• Customer Management approval
Employee Experience Forum
MONTHLY REPORTING
• High level stats information on
incidents, requests
• Service underperformance graphs
with trends and analysis
• Service improvement plan
performance tracking
• Enhancement request –
new/enhanced for presentation and
approval