What are the organisational implications of

technology and digital

Sharon Doherty

C2 - Vodafone Internal Partner Markets HRD Summit May 2017

 The world is
changing … at pace

C2 - Vodafone Internal
Technology has allowed all areas of knowledge to develop at
amazing speed
Evolution of world Internet usage Apps development and availability in all areas
3rd billion Developers are currently submitting more
2nd billion than 1,000 apps to Apple's App Store per day.

<1 % 1st billion 47% worlds 25 categories, including shopping, sports,

population
business, education, finance, health, social
1995 1999 2005 2010 2014 2016 network, communication, entertainment,
10 years 5 years 4 years news, travel and games.
Sources: internetlivestats.com/internet-users, itu.int/en/ITU-D/Statistics/Documents/facts/ICTFactsFigures2016.pdf http://www.ibtimes.co.uk/apple-app-store-growing-by-over-1000-apps-per-day-1504801

Everyday examples of how technology has changed our daily lives… E-commerce and Digital Economy
Travel Mobility Entertainment
More than 1 Billion people have bought
From From From products online

40% of shoppers consult 3 or more

To To To
channels before making a purchase

This global digital economy accounted

for 22 % of the world’s economy in 2015
How will the world feel in the future?
The world is changing….

ORGANISATION JOURNEYS
Combine
Jan has the skills these two
to help here meetings…
Operating
model,
Workforce mix VR & Holographic
structure Robots, diversity, who leads?
& Ways of
Working Different meetings –
“Creative Collisions” Assisted by
bots

CULTURE EXTERNALLY
Always
learning Digital downtime
Experimentation – & wellbeing Travel
prototype quickly
Everyone
codes Data
Personalisation (health, exercise, diary)

C2 - Vodafone Internal
 The Vodafone
‘internal’ journey

C2 - Vodafone Internal
Employee digital journey
2017 Digital everywhere
2015 HR joined up plan
New Digital first brand
2010 VC connectivity 2014 Individual launched at our global Included digital in our company behaviours
across the world functional directors conference: 2017 Move to the
Digital emersion for leaders
Physical workplace: experimentation Tools, Space and Tools cloud starts £70m 3 year investment in enabling tech
introducing flexible Introduced design thinking
working Most HR processes fully digital/mobile now
• Digital day one
2013 • Resourcing
Consolidation • Vodafone University
core IT services • Performance management/Ifeedback
• Talent management
Senior players increasingly paperless – yoga/
Buy like Amazon
Ipad Pro/Goodnotes

FUTURE
Analytics Paperless –
2008 2014/15 2016 Going cross functional no printers
with impact
Centralised Integrated Experimentation new WOWs Youth & Digital
technology c.15k CWW/ Innovation labs, Agile, Yam AR/VR
backbone to ONO/KDG Jams, home working for call Digital Balance
SAP centres, Yammer, Office 365 Partnering
start ups Automation/
Robotics/AI
2015 CEO request to look 2016/17 100 to 500
2012 Board at digital and physical Robots/AI Experimentation with structure
go paperless employee experience Focus on analytics
WHY the Digital Employee Journey Matters

Increase
NPS/ENPS
Support CARE “see it internally, do it externally”

C2 - Vodafone Internal
 Updated slide
Digital first PEOPLE…. 2017 focus

1. ORGANISATION & 2. EMPLOYEE

3. CULTURE
SKILLS JOURNEYS

Serve Customer The Vodafone Way

Digital capabilities ExCo & CEO US safari
The Vodafone Way of Agile Working@Vodafone The Vodafone Way SLT/E bands
PD 2020

4. ENABLERS

SuccessFactors Technology Enablers Minimum Office IT Baseline Robotics

C2 - Vodafone Internal
 Updated slide
1. Organisation & skills – ways of working

What is agile? Example of ING using agile Vodafone best practice

• Best used for product
development
• Customer centred, shorter
release times, continual
testing/reprioritisation
approach
• Cross functional/3rd party
scrums, different team roles,
common working space
• Common vision/goals/one
budget

C2 - Vodafone Internal
 2. Working@Vodafone

JOIN WORK DEVELOP RETIRE/LEAVE

Attracted to Vodafone Collaborate in & outside of Change roles / move Leave/retire Vodafone
VF markets (or to/from Group) and join Alumni
Successful interview,
Search & Get Access to what Understand performance,
offer & acceptance
I need: building, rooms, receive Reward & Benefits
systems & information to do
On-boarding
your job Carry out learning &
development
Complete admin activity
Get and give feedback
Get support & help
Work & be productive from
anywhere
C2 - Vodafone Internal Connect to Company activity
Working@Vodafone - cross functional product roadmap
Q1 Q2 Q3 Q4 H1 H2
Journeys FY17/18 FY17/18 FY17/18 FY17/18 FY18/19 FY18/19 FY19/20
Prime
1. Attracted to Vodafone Taleo ext Automated Digital Career Compass for Youth HR
Graduate flow
JOIN

2. Successful interview, offer/acceptance E2E Cloud

Paperless assessment Candidate exp Portal for HireVue Insights - predictive resourcing SCM
Grads
3. On-boarding Digital Day 1 extension Digital Day 1 completion
Finance
Digital Business Procurement O365 Video
Strategist Technology
Cards
4. Collaborate in and outside of Vodafone Yammer External SharePoint Online External Property

5. Search & Get Access to what I need: iKnowHR MyHR Intelligent Workplace blueprint Easy check-in Employee Shared
Building access, Mapiq Central services
building, rooms, systems & information to Landing Page Landing Page Corporate Portals cleanup Room booking,
Delve enhancement People finding
WORK

do your job Service

SupplyWatch IBM Watson for Procurement (exp) IBM Watson for Procurement Centre
6. Complete admin activity SSC App Mobile Travel &
Rainbow Amelia (new epics)
Expenses
FlexForce
7. Get support & help Amelia (German) One telephone Amelia as 1st access point
Pepper Amelia extension
number One Content Mng System all Service Desks
8. Work & be productive from anywhere CSX trainings
SharePoint Online Planner Teams Exchange
Online
9. Connect to Company activity
Corporate
eRIS ext News App Vizibl

10. Change roles / move markets (or

DEVELOP

to/from Group)
SuccessFactors
11. Understand performance, and Talent SuccessFactors Performance
Compensation
receive Reward & Benefits App Goals, Calibration
Digital Passport and Reward
12. Carry out learning & development VFU Frontline VFU Apps – Digital Vodafone way of
coaching App LP, VStore selling
13. Get and give feedback Instant Feedback App
LEAVE

14. Leave/retire Vodafone and join

Alumni
3. Digital culture shift and The Vodafone Way – adding digital in 2017

AGILITY CREATIVITY What customers ADMIRATION

must feel ….

What customers Customer Digital Ambitious One

company
LIFE LONG STUDENT see …. obsessed
&
first competitive local roots

Because we
COLLABORATION EXTERNAL RADAR operate with …. Speed Simplicity Trust

Readiness to lead

C2 - Vodafone Internal
 4. Enablers
We are investing more than £70m in the next 3 years in enabling technologies
Leveraging the agility of modern Cloud
applications
SuccessFactors, SAP Cloud, Office365

Securing identity and data in the Cloud

Cloud Security / Encryption
Minimum Security Baseline

Enabling seamless access

Identity, Mobile SingleSignOn, Workforce data,
Active Directory, Windows 10

Making information search /discovery easy

and effective
Landing page integrations, Search
C2 - Vodafone Internal improvements, Portals
 Cognitive Chat Bot - Amelia
I can do…
DL & shared mailbox

Available in Amelia performs 20% of Airwatch MDM

service desk interactions Ticket status check

4 markets Windows password
in live markets Bitlocker issues
Outlook troubleshooting
Hardware troubleshooting
Application accounts (UK)

65K received 3000 mobile app Application service requests (UK)

Application incidents (UK)
chats since go live deployments Application password reset (UK)
Fixed line leavers
Public sector DL
Pre-escalation
How to use me?
Amelia automates specific user journeys called
“epics” and she is extending her capabilities
• 15 epics in production
• 20 more epics in development
• 14 German epics in preparation

C2 - Vodafone Internal