Cisco Project Lifechanger Briefing
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This is a description of Cisco's project Life Changer program focused on empowering the lives of employees and people with disabilities.
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Cisco Project Lifechanger Briefing
- 1. Patrick Romzek, Founder, and Executive Consultant Employ. Empower. Transform. The lives of people with disabilities. October 25, 2017 CHANGER LIFE The Future of Work Podcast
- 2. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Agenda 1 Introduction 2 What is LifeChanger? What are we doing at Cisco 3 Global Issue and Opportunity 4 Tools and Technology 5 Results and Impact 6 Lessons Learned 7 Where do we go from here?
- 3. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Introductions Cisco: 16 Years in Sales Leadership Roles Most Recent “Day Job”: Worldwide Leader of Cisco’s Cloud sales strategy, market acceleration, and sales operations Cisco Community Leadership: Founder Cisco Special Children’s network, Cisco Disability Awareness Network Executive Committee member. External Community Leadership: Board of Directors US Business Leadership Network, Board of Directors Abilities United, Board Member and Parish Committee Chair – Archdiocese of Detroit Special Needs Council Committee Member National Catholic Partnership on Disability Patrick Romzek, LifeChanger Executive Consultant and Program Lead Former VP Cloud Strategy and Operations (retired March 2017) Special Needs Dad
- 4. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Work is something you do, not a place you go! The LifeChanger Perspective P
- 5. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential • Embed into Cisco processes • Expand hiring • Build our own supply Systemization• Conceptualized • Collaboration with NGOs Incubation • San Jose, Bangalore, Brussels, Sao Paulo • Business Case Pilots • Mainstream processes and tools • Build “supply chain” • Collaborate with customers Full Integration How are we integrating LifeChanger? 2015 2016 2017 2018 ~5 hires ~40 hires ~40+ hires ~50-70 target K
- 6. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential LifeChanger Hiring Mix Primary Disability Location Visually Impaired 32% Bangalore India 47% Dev. Disability & Autism 20% Brussels, Belgium 6% Mobility Impaired 41% San Paulo, Brazil 16% Hearing Impaired 7% San Jose, CA 6% RTP 11% Krakow Poland 2% Other / Misc. 12% Total Total Note: Figures are estimates as Cisco does not have a self ID program nor do we capture and store disability information
- 7. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential United States Spain Germany: Italy: Brazil 4% Poland: South Africa Japan Russia Singapore Mexico Canada UK Luxembourg Philippines Thailand India Belgium China: Korea Australia Significant Global Opportunity 1. Penalties, levies, and incentives linked to disability employment in many countries. 2. Strong cultural, governmental and workforce focus on Disability Inclusion. 3. Global Workforce, business and brand potential P
- 8. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential What is LifeChanger? Use of technology to expand and innovate employment Cisco Collaboration solutions and Accessibility technology Process change and executive support To embed disability hiring into the Processes, culture and fabric of Cisco Building talent supply chain; innovating employability Demand driven supply: Universities, NGO’s and LifeChanger Talent Incubation Program (LTIP) Network Academy K
- 9. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential LifeChanger Talent Incubation Program (LTIP) Employ. Empower. Transform. The lives of people with disabilities. LIFECHANGER TALENT INCUBATION PROGRAM LTIP STRATEGIC OVERVIEW 1. Leveraging successful Veterans Talent Incubation Program model for people with disabilities. 2. Create a pipeline of talent for disabled persons for jobs at Cisco and Partner Organizations 3. Put students through a learning and development program to accelerate role readiness 4. Provide on-the-job experiences to prepare students for real jobs 5. Provide full-time job opportunities for students that successfully complete the program 6. Expanding to target people with disabilities in Raleigh NC, Bangalore India, Krakow Poland, and Dalian China VTIP Prototype Summary 26 of 55 graduated 25 of 26 graduates hired 9 of 25 were PWDs LTIP Target Goals 60% graduation rate 100% of graduates hired
- 10. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Marc Holloman Director of Global Technical Services EMPLOYMENT: 100 hired, +100 planned PRODUCTIVITY: +220% COSTS: Lower turnover, error rates, absenteeism, and levies BRAND EQUITY: +$$B LifeChangerBusinessImpact LifeChangerWorkforceImpact “These are some of our best employees. The benefits to Cisco are far greater than people realize. They bring an attitude, approach to the customer, and empathy for the customer … that is a real asset for us.” Business Case: Results we are achieving K and P
- 11. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential India Project LifeChanger Pilot 2016 Global TAC | Service RequestAdministrators Daily team productivity increased 250%: from 20 per SRA to 55 Featured in Economic Times “PWD India Success Stories in Tech Companies” 34 People Hired 21 Visually Impaired, 1 Hearing Impaired, others with Autism Decline in error rates attrition rates voluntary time off Service Request closure rate increased from 60% to 85%. 75,000 TAC SRs followed up Proven Success
- 12. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Cisco Award for Disability Initiatives 3 LifeChanger Industry Awards and Interest Cisco Innovation Everywhere Winner 1 4 Disability Matters Award Winner Diversity Journal Innovation Award Winner 2 External Interest: Customer, Partners and Industry Groups 6 USBLN: Best for Disability Inclusion 5 P
- 13. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential What we learned: Critical success factors Executive sponsorship and Work-stream leadership: Senior executives and operational leaders with ownership and commitment 1 Target and focus on best opportunities for success: Start with few roles and locations 2 Build and Leverage Business Case: Tangible results + social impact drive the most behavior change. 3 Establish talent commitments (Demand) Roles, organizations, and locations 4 Build Supply strategy, partnerships and supply chain: NGO ‘s, Universities and build own talent supply 5 Clear communication and training plan Internally (employees + manager), Externally NGO’s, Universities, candidates, and partners 6 1 2 3 4 5 6 P and K
- 14. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential What we learned: Layers of barriers Misperceptions Perception PWD cannot do job (“Not a fit”, lack of awareness, one size fits all) Breaking the barrier Education and Executive Support 1 Employment Access Transportation and accessibility issues Breaking the barrier Virtual employment = Collaboration + Accessibility 2 Process Barriers Don’t get through employment process Breaking the barrier Process re-design, focused recruiting 3 Bias “Not sure”, “No jobs here that fit”, etc. Breaking the barrier Business case 4 Employable Skills Lack workforce and education background required for some roles Breaking the barrier Building own supply chain – training and on-boarding academy and programs 5
- 15. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Summary Requires Mission, Strategy and Execution: “Top Down” and “Bottoms up” Company-wide focus to drive employment acceleration. Significant opportunity: To positively impact our workforce, culture, business, and brand. Demand and Supply enabled by innovation, Impact focused: Strategic focus + Technology + Process + Culture. Significant Workforce, Business and Brand Benefits: Good for people, society and business. Huge pool of untapped talent: Overcoming barriers, expanding employment and innovating employability. Opportunity to Change the World: Change the way the world works, lives, plays and learns.
- 16. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential For More Information: @promzek Patrick Romzek lifechanger@external.cisco.com Contact me: LifeChanger: promzek@yahoo.com
Notes de l'éditeur
- We are excited to share an innovative and provocative program with you that is making a difference at Cisco in our business, transforming our workforce and enhancing our brand. We see this as the embodiment of our vision to “Change the Way the World Lives, Works, Plays and Learns”., This strategy is being embedded in our culture and integrated in our business and workforce strategy. We see it as impactful and provocative and how you do as well. This program is not a proprietary asset of Cisco and we are happy to share our successes, challenges and learnings. We hope this is inspiring and helpful to you to also enhance your brand, business and workforce………and in the process transform lives. Introduction - Background on me Problem Lifechanger Solution Results Lessons learned Why success Depends on three things What you learned What you experieinced who you are Why Character Matters Why people with disabilities are your "best employees" Call to Action Employers - start a project Pilot Iniative Systemization Demand commitment supply chain
- I am happy to share what problem we saw and the unmet need we endevoured to address with Lifechanger. I can then share what it is, what we are doing, what impact we have had, and where we are headed.
- When we started Project Lifechanger 2 years ago, our idea was simple - to use our collaboration technology to enable employment of people with disabilities through a flexible work environment including in many cases work from home. Our vision is “Work is something you do not a place you go” We have evolved and expanded our approach since then, but collaboration solutions continue to be a great enabler of disability employement for us. It provides freedom for people with disabilities to work from anywhere to anywhere. Collaboration solutions overcome the barriers often encountered by people with disabilities around access and transportation. We are using accessibility technology integrated with our collaboration solutions to create an accommodating work environment to enable and empower people with disabilities for employment. Employment of people with disabilities who would otherwise not be working leads to economic self sufficiency, self esteem and transforms their life. It is a transformative for them and for all the people they touch.
- We have come a long way in a little over 2 years. We started in 2015 with a concept that tested with a pilot in the Bay Area of California in partnership with the State of California and other local non-profits focused on disability employment. We used our technology and partnerships to facilitate employment. The model worked. IN 2016 we then expanded with additional prototypes in Bangalore India, Brussels Belgium, and Sao Paulo Brazil. We hired a number of additional people and benchmarked their success. We saw great benefit and developed a very compelling business case which I will review with you next. This success lead to further expansion in 2017. Because of success of our pilots, we are in the process of integrating the Lifecahnger model and Disability inclusion into all our processes and tools at Cisco. This process, we call “systemization” is being led by a core team within our office of Inclusion and Collaboration. Our plan is to have this model fully integrated into the fabric and processes of Cisco globally by next year.
- This is a global problem and government focus. The countries here are just the ones we know about at Cisco that impose targets, tariffs, levies, penalties and incentives to hire people with disabilities. Most global companies are simply paying these fines and levies as they have been unable to accelerate disability employment. Over 164 countries have now signed the UN Convention on People with Disabilities. This is a global compact modeled after the US Americans with Disability Act (ADA) that strengthens the rights of people with disabilities and advocates for their inclusion in society and employment.
- As we have learned and evolved our Lifechanger model we focus on 3 things: We are innovating employment using our collaboration solutions. This technology enable and empowers people with disabilities for employment, We are driving process change and leveraging our strong executive support to embed disability inclusion into the fabric of Cisco – our culture, our processes and our business. We are leveraging our very successful Network Academy program and curriculum to innovate employability of people with disabilities. As we began hiring more and more people we found many people with disabilities had the desire, potential and character traits for success, but lacked the skills or experience. We addressed this by using our own Network Academy curriculum as the centerpiece of a Lifechanger Talent Incubation Program (LTIP) which develops the skills and experience in a 6 month accelerated program to move directly into roles at Cisco. In our first two cohorts of LTIP we hired 100% of the graduates and they have had great success at Cisco. As a result we are expanding the LTIP program to other markets and using it as a model to expand the Networking Academy for others to develop talented PWD outside of Cisco.
- While this project clearly has workforce benefits and benefits to the people we hire, it also has clear business benefits. This is not just a Corporate Social Responsibility project or “charity work”. It is good for our business. We have now hired almost a hundred people with disabilities under this program and plan to hire at least a hundred more in the next year. Our business leaders are continuing to expand this program not just because it is the right thing to do or because of social justice, but are doing so because it is good for our business and a great source of great talent. We benchmarked the performance of the people we hired in our Technical Assistance Center (TAC) in Bangalore India. We have very clear measures of performance in these roles. We know how may cases each agent opens, closes, how long they are open, and what the customer satisfaction is. We found that the productivity of the people with disabilities we hired had productivity 220% - or 2.2 times that of their co-workers in the exact same roles that did not have a disability. We also found that they had lower error rates, lower turnover, and higher retention as well. In talking with our TAC leadership, they have commented that the people we hired with disabilities were some of our best workers, were deeply committed to their success and their team’s success, and had great customer empathy. Customers have contacted our leadership to commend the empathy of some of these employees not knowing they were people with disabilities. 80% of the people we hired in this group were visually impaired. We are realizing business and brand benefits of being viewed as a leading global company in disability employment and there are millions of dollars of potential financial benefits to us – both in terms of reduced fines, and levies, but also sales opportunity associated with our leadership in this area. in organizations focused in the pilots (TAC, IT, HR, Ops)/ Most site projects suspended prior to project revitalization in Q4. Focused Systemization project re-established in Q4 to drive program
- We are proud of our accomplishments and humbled by the recognition we have received both inside Cisco and from leading Disability Inclusion Industry groups. In 2016 Cisco leadership iniatiated an employee innovation contest called the Innovation Everywhere Challenge. At the suggestion of people in Cisco, Lifechanger was submitted as an entry and ultimately was selected as the winning entry among 1100 employee initiated projects and 2000 employee submissions. 40,000 votes were cast and this was the winning project. This not only speaks to the innovation of Lifechanger and the impact it is having, but also speaks to the culture and hear of Cisco. Lifechanger has also been recognized by the leading Disability Inclusion organizations globally including: Disability Matters 2016 North America and 2017 Asia Pacific award winner, Diversity Journal innovation award in February 2017, and the USBLN recently recognized Cisco as one of the “Best Places to work for Disability Inclusion” in August 2017. We have had numerous industry groups, governments, customers and partners approach us to learn more about our experience and success with Lifechanger. This program has also been featured in major disability employment summits as a disability employment best practice including the Zero Project Summit, Disability Matters, USBLN Global Employment Summit, International Labour Organization Global Disability Summit and the Harkin Institute Global Disability Summit. While we are proud of this recognition, we know there is a lot more to do and much more impact we believe we can have.
- We have learned through our pilots and rollout there are critical factors for success. It is critical to have strong executive sponsors willing to publicly endorse the program and drive success in their organizations. This is key for both Country or Geographic leaders as well as functional leaders. An executive mandate alone is not enough to drive change. We have had success with strong support from both geographic (i.e. sales leaders in a country) and functional leaders of organizations we are hiring into (TAC,, AS, IT, employee services, etc.). Executive sponsorship is not enough by itself. We have a workgroup of leaders who drive execution of the project both in individual locations and across our functions globally. We found that it is best to target specific roles that we know are a great fit with the talent pool. We find that entry level roles in Services, support, employee services, IT, and virtual sales are a great place for people to enter the company and grow into the company. We are focused on hiring in major employment centers where we have critical mass rather than targeting a few people in remote or isolated locations. We start by working with our leaders to identify, commit and plan for talent demand and commitment to build lifechantger into their organizational talent strategy. We then build the supply of talent through NGO and university partners, as well as building our talent to meet the talent demand through our LTIP program. We communicate broadly across the organization of what we are doing, why we are doing it, what the benefits are, and training for managers.
- We are proud of what we have achieved so far with Lifechanger, but we know there is much more to do and much more impact we can have. We are on a mission with Company-wide focus and leadership to drive inclusion, employment acceleration, and process integration which accelerates disability employment. We recognized the global opportunity when we started this project, but it is even more evident to us now. We can see the positive impact on our workforce, our people, our culture, and our business. We believe the business benefit is significant through both sales expansion and brand impact. There is a very large talent pool of highly capable people that is not very visible. We are enabling employment for them and they are having real impact at Cisco. We are driven by our passion to the mission, leveraging innovation to make a difference, and focused on making a difference We are inspired by the opportunity to employ, empower and as a result, transform the lives of people with disabilities. We are enriching our culture and transforming lives – both of the people we hire and everyone they touch. We see this program as one of the greatest embodiments of our vision – TO CHANGE THE WAY THE WORLD LIVES WORKS PLAYS AND LEARNS. We hope you found our Lifechanger story interesting and informative. We hope you realize the workforce and business benefits people with disabilities represent. We hope you are inspired as we are and hope you join us in transforming lives through employment of people with disabilities. Thank you.