Consumerizing Service Delivery: Breaking Down Organizational Silos to Deliver Services to a Global, Mobile Workforce

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2 Consumerizing Service Delivery: Breaking Down Organizational Silos to Deliver Services to a Global, Mobile Workforce KAREN ODEGAARD SENIOR MANAGER, Cloud Advisory

3 ACCENTURE S SERVICE LANDSCAPE ACCENTURE S SERVICE TRANSFORMATION JOURNEY TECHNOLOGY & TRANSFORMATION Copyright 2017 Accenture. All rights reserved. 3

4 ABOUT ME Name: Karen Odegaard Title: Senior Manager, Accenture Operations Role: Enterprise Strategy and Delivery Lead Company: Accenture Experience: 12+ years leading enterprise service transformation Expertise: Solution design, application development, capability roadmap, ITSM Achievements: Led Accenture s migration from multiple service management tools to a single cloud solution and drove Accenture s consumerization of IT approach Current Projects: Service transformation at Accenture, IT Strategy at multinational manufacturing company, Cloud Account Lead at an energy client Copyright 2017 Accenture. All rights reserved. 4

5 OUR COMPANY Name: Accenture Industry: Professional services Market Focus: Serving clients in more than 120 countries and across 40 industries and all business functions Primary Products/Solutions Strategy Consulting Digital Technology Operations Company-Wide Initiatives Invest in capabilities to enhance our differentiation in key growth areas Focus on operational excellence to enhance our competitiveness Invest in talent to ensure we have specialized skills our clients need Copyright 2017 Accenture. All rights reserved. 5

6 OBJECTIVES Objectives What you will learn Share how Accenture evolved to an employee-centered service strategy How to present enterprise services in a unified, personalized, intuitive way How to digitally connect cross-organizational services from an employee's point of view How ecosystem platform capabilities accelerate implementation of your employee experience Copyright 2017 Accenture. All rights reserved. 6

7 ACCENTURE SERVICES LANDSCAPE 400K+ End Users Corporate 6 Functions 10K+ Services Integrating Systems 40+ and Platforms Finance Legal 14K+ Fulfillers 120 Countries HR IT Marketing Operations 7K+ Applications Copyright 2017 Accenture. All rights reserved. 7

8 MARKET AND WORKFORCE IMPERATIVES ACCENTURE RECOGNIZED SEVERAL TRENDS IN THE GLOBAL MARKETPLACE AND WORKFORCE THAT REQUIRED US TO CHANGE HOW WE THINK ABOUT IT BUSINESS SOLUTIONS + Evolving business model Increasing customer expectations Young, dynamic workforce Consumerization of IT Real business value for Accenture Copyright 2017 Accenture. All rights reserved. 8

9 STRATEGIC GOALS ACCENTURE SAW AN OPPORTUNITY TO LEVERAGE PLATFORM-AS-A-SERVICE (PAAS) TO MEET ITS DIGITAL AND EMPLOYEE EXPERIENCE GOALS From To Multiple channels and lack of integration Disconnected transactions & processes Interaction with tools via legacy laptop Overlapping service management tools Limited ability to change with the business Multiple custom and third-party add-ons EXPERIENCE SERVICE DESIGN DIGITIZATION CONSOLIDATION SCALABILITY RATIONALIZATION User need and desire for simplicity Services, not websites, to meet user needs Accessibility and style that emulates consumer IT Single instance and integration architecture Support for better capability and future flexibility Increase value by decreasing destinations Copyright 2017 Accenture. All rights reserved. 9

10 EMPLOYEE EXPERIENCE TRANSFORMATION ACCENTURE BEGAN ITS EXPERIENCE TRANSFORMATION BY CONSOLIDATING ENTRY TO MULTIPLE CORPORATE FUNCTION SERVICES AND SYSTEMS OF RECORD VIA A CENTRALIZED INTERFACE From How corporate services are organized To How people expect services to be delivered Human Resources Finance Learning Procurement Technology Support Workplace Solutions Personal and Relevant Intuitive Accessible on Demand I plan to take or return from leave of absence I need to travel for business I am starting to work for the company I need services for my client project I need phone or computer support I want to use my own device, laptop or phone Opaque, passive, disjointed, transactional Transparent, proactive, integrated, human Copyright 2017 Accenture. All rights reserved. 10

11 EMPLOYEE EXPERIENCE TRANSFORMATION ACCENTURE LEVERAGES DIGITAL CAPABILITIES TO BREAK DOWN ORGANIZATION SILOES, SIMPLIFY END-TO-END SERVICES, AND PROVIDE SEAMLESS NAVIGATION FOR THE EMPLOYEE SERVICE IDENTIFICATION Catalog disparate support sites across organizations SERVICE CONSOLIDATION Establish single destination, Accenture Support Portal, for all enterprise services SERVICE MODELING Optimize endto-end services, streamline processes and model interdependencies SERVICE PRESENTATION Orchestrate and present services through an intuitive, personalized interface Copyright 2017 Accenture. All rights reserved. 11

12 SELF-SERVICE EVOLUTION Local IT Enterprise IT Software Hardware HR Finance ACCENTURE IS MAKING THE LEAP FROM ORGANIZATIONAL-DRIVEN TO EMPLOYEEDRIVEN DESIGN Procurement Relocation Services. Central support hub for all corporate services Multiple disparate tools to consolidation and embedment to an evolved experience Key design themes Branding Personalization Discovery Collaboration Copyright 2017 Accenture. All rights reserved. 12

13 CROSS-ORGANIZATIONAL COLLABORATION ACCENTURE INTEGRATES TECHNICALLY AND FUNCTIONALLY ACROSS THE IT PORTFOLIO TO MAXIMIZE REUSE AND MINIMIZE DATA DUPLICATION CONNECTED FUNCTIONS BORDERLESS TECHNICAL INTEGRATION IT HR FINANCE IT service and asset management HR case management Master data and service management Proactive monitoring Approve new business Vendor Tools MEDIA Video and broadcast services Create cost centers LEGAL FACILITIES MARKETING OPERATIONS Compliance, privacy, counsel requests Workplace services Creative and content services Accenture support portal Purchase office supplies Leave of absence Approve time reports Custom Corporate Apps Copyright 2017 Accenture. All rights reserved. 13

14 INCREASING ADOPTION WITH IMPROVED DESIGN ACCENTURE USES FLEXIBLE PAAS SOLUTIONS TO OVERCOME LEGACY UI LIMITATION BARRIERS Common Employee Feedback This looks like an IT tool. This looks like a ticketing system. I want a particular look and feel for my forms. It will take months to meet my UI requirements. Human Resources Procurement Finance With the flexible PaaS capabilities, limitations with UI customizations are virtually obsolete Unique and in-demand skills are required to deliver a consumer-grade experience Copyright 2017 Accenture. All rights reserved. 14

15 SKILLS TO ACHIEVE SUCCESS ACCENTURE DRAWS ON RESOURCES WITH THE RIGHT SKILLS TO EXECUTE AND BRING OUR EMPLOYEE EXPERIENCE VISION TO LIFE Traditional Business Analysts Platform Administrators Testers Deployment Specialists User Experience Experts Front-End Developers Front-End Expertise VALUE Disruptive innovation; thinking outside the boundaries of existing frameworks Quality visual design of solutions that delicately meet competing needs of both end users and stakeholders Usability efficiency gains and accessibility considerations Intuitive designs requiring little to no training Copyright 2017 Accenture. All rights reserved. 15

16 CUSTOMIZED EXPERIENCES ACCENTURE UTILIZES PAAS SOLUTIONS TO MEET CUSTOM DESIGN NEEDS Portals Forms Responsive Apps AT SPEED Modern Dynamic Widgetized Copyright 2017 Accenture. All rights reserved. 16

17 TECH VISION TRENDS ACCENTURE LIVES THE ACCENTURE TECHNOLOGY VISION 2017 BY LEVERAGING DIGITAL CAPABILITIES AI IS THE NEW UI ECOSYSTEM POWER PLAYS WORKFORCE MARKETPLACE DESIGN FOR HUMANS Leverage machine learning to suggest services based on trending or personal history Integrate Internet of Things; e.g. printers request supplies, coffee machines report failures Aligned bot strategy Connect multi-platform economy Develop industry playbook for packaging complementary (and competing) technologies Enable rapid and secure onboarding of liquid workforce with borderless process Improve workforce transition of ventures and acquisitions Enable on-demand services and real-time help for the digital, mobile worker Address employee experience via system of engagement strategy Reduce landing pages and mobile sites through smart and intuitive consolidation THE UNCHARTED New employee services and experiences Copyright 2017 Accenture. All rights reserved. 17

18 KEY TAKEAWAYS 1. Incorporate the 2. Engage critical 3. Use the right customer perspective into your design skills to design best-in-class solutions technology to bring your experience to life Copyright 2017 Accenture. All rights reserved. 18

19 THANK YOU KAREN ODEGAARD SENIOR MANAGER, Cloud Advisory