Accenture created a single digital hub to help its nearly 700,000 digital workers feel connected, included and able to work from anywhere. The hub provides role-based guidance on tools, establishes a gateway to information on productivity and collaboration tools, and introduces frictionless working. It has reduced support sites from 37 to 1 and seen large growth in the use of collaboration tools. The hub helps Accenture workers be omni-connected and enables the company to advise clients on enabling their own digital workers.

1. STORIES
Using a digital hub to connect,
collaborate and create
Working the
modern way

2. Copyright © 2022 Accenture. All rights reserved
Frictionless
experiences
As we move toward our vision
of a reimagined future of work, we
are unleashing our people’s
potential and inspiring how they
work. And to do so, we give them
access to the right experiences,
tools and environment in the ways
that best suit their behaviors and
desired outcomes.
Beyond embracing digital
technologies that empower our digital
workers, we want our people to make
an impact wherever they are
working—using any channel,
any platform and even any
dimension. With 118,000 new
joiners every year and nearly 700,000
digital workers across Accenture, we
strive to help them feel connected,
included and that they belong,
regardless of physical location; we
call this being omni-connected.
Whether people are working from
home, in an Accenture office, at a
client site, on the go or in virtual
reality, we provide a frictionless
work experience, tailored to our
people’s specific needs at a particular
moment in time.
With the rapid growth of technology
innovation putting power in people’s
hands, understanding new ways of
working and which tools to use so
that they can be at their best, every
day, isn’t easy.
We created a single destination
where our people can easily discover
the right technologies to enable them
to work in a more modern, smart and
secure way.
Our dedicated digital worker site
brings everything together to help our
people connect, collaborate
and create—anytime, anywhere.
Over the last few years
we’ve been breaking
down traditional
boundaries and
discovering new ways
to work so that our
digital workers can act
and innovate more
effectively.
SARAH DUGAN
Managing Director—Global IT
Journey & Change Management, Accenture
Call for change

3. Copyright © 2022 Accenture. All rights reserved
Improving
outcomes
When tech meets human ingenuity
Understanding how our people work and
what they are trying to achieve was essential as
we built the digital hub.
Three specific elements helped to focus our efforts.
We wanted to:
Establish role-based solutions: We identified
six personas that help us better understand and
relate to our users and provide the insights needed
to support them. These personas cover the wide
range of roles within our business and offer detailed
advice and tips for their future
“day-in-the-life” (see Figure 2)
Create a gateway to information: We
established one place for everything, making
it easy to find information around productivity
and collaboration tools. In particular, we created
a “When to Use What” section that starts with
the most common types of use cases, such
as building a survey or sharing a file, and
recommends the best solution. In this way, we
can inspire more behavior-focused solutions that
lead end users to the right technologies first time.
Introduce frictionless working: In a new era
of remote working or hybrid working, the digital hub
helps our people learn how to successfully use
technology in an omni-connected way focusing on
the ways we work, such as meetings, workshops,
collaborating and communities.
The hub explains how to work differently when
working face-to-face, virtually or a combination
of these working practices.

4. Copyright © 2022 Accenture. All rights reserved
When tech meets human ingenuity
Underlying these elements is support
and communications. Aside from dynamic
support to help users on how to get started
with a recommended tool, we used modern
technologies, such as 24/7 chatbots to improve
user experiences by finding the most appropriate
answer for any given natural language input.
We provide regular updates about new capabilities
and tools by communicating through the medium
of blogs, videos and podcasts to drive return visits.
And we employ storytelling, using real-world stories
to help digital workers understand how our tech is
being used. We invite people to share their own
story of what being a digital worker means to them.
As our own Managing Director of User
Infrastructure Services, Tony Leraris, notes on
the hub: “Being a digital worker is not about using
every single tool and app that's out there. It's about
understanding the technology, playing with the
tools, so that you can optimize them for your
personal productivity needs at any given point.”

5. Copyright © 2022 Accenture. All rights reserved
Omni-connected
people
Gone are the days when
our people had to visit many
different sites to discover what
they needed to do their jobs
effectively. Now, we have a
single site—one that continues
to evolve to stay in line with how
our people work. By migrating from
a tool-based approach to
an experience-based model, we
can build stronger communities
across our global workforce.
What’s more, our integrated, user-
centric change management
approach across all our tools has
enabled employees to work in a
modern way.
The hub brings benefits to our internal
teams; as one user noted: “It’s
organized around the way I think and
do work, making it far easier to find
the information I need at the point of
need. It’s the first place I go for “how
to” support.”
We’re using the digital worker
hub to help our people work from
anywhere and reimagine the future of
work, as well as sharing these
benefits by creating an offering
for our clients. As a project lead
from our Strategy and Consulting
team told us: “We not only used
the digital worker hub ourselves—
drawing creative inspiration from
its interactive decision-making
capabilities and engaging design—but
also built a customized solution that
has helped the client to better use
digital collaboration in hybrid
work settings.”
Our clients have been
asking us to advise
them on the best ways
to enable their digital
workers. With the
digital hub, we can
show them how
Accenture operates—
and give them an
idea of how to do
the same in their
own organizations.
LAURA RASMUSSEN
Senior Manager—Talent & Organization,
Accenture
A valuable difference

6. Copyright © 2022 Accenture. All rights reserved
A valuable difference
595K
unique site visitors
between January 2020 and
March 2022
37
reduced number of
support sites
25X
growth in Yammer
user base (from 23K
to 584K in 11 months)
200%
increase in Microsoft Viva
Insights users (from 22K
to 45K in 12 months)
Here’s how our digital hub has made
the difference to our business:
Shift from tool-centric “how-to” approach
to use case-based guidance enabling
different types of digital workers and
addressing their specific tech needs.
Bring learnings and leading practices
to life through user stories.
Create a single “home base” for people to
find the tools they need and avoid
duplicative messaging.
Collect feedback and learnings from
users through community sites and
chatbots to continuously evolve
and improve.

7. Copyright © 2022 Accenture. All rights reserved
Copyright © 2022 Accenture.
All rights reserved.
Accenture and its logo
are trademarks of Accenture.
About Accenture
Accenture is a global professional services
company with leading capabilities in digital,
cloud and security. Combining unmatched
experience and specialized skills across more
than 40 industries, we offer Strategy and
Consulting, Interactive, Technology and
Operations services — all powered by the
world’s largest network of Advanced
Technology and Intelligent Operations centers.
Our 699,000 people deliver on the promise of
technology and human ingenuity every day,
serving clients in more than 120 countries. We
embrace the power of change to create value
and shared success for our clients, people,
shareholders, partners and communities. Visit
us at www.accenture.com.
Meet the Team
Sarah Dugan
Managing Director
Global IT
Journey & Change Management
/sarah-dugan
Wendy Lee
Manager
Global IT
Journey & Change Management
Bryan Asmus
Senior Manager
Global IT
Digital Experience,
Journey & Change Management
/bryan-asmus
/wendy-lee
Related capabilities
How Accenture does IT
Our global IT organization is driving
technology-powered business
transformation across Accenture.
Talent & Organization/
Human potential
Helping leaders create transformation
by enriching the relationship between
people and technology.
Laura Rasmussen
Senior Manager
Global IT
Talent & Organization
/laura-rasmussen