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Building a more productive digital work environment 
– service by service 
The 
Digital 
Workplace 
Photo 
credit: 
Mabar,...
The Employee Productivity 
Challenge
Constant change is the new normal 
Yesterday 
Predictable & stable business 
environment 
Allowed for long term planning 
...
Time pressure 
Workload 
Cost cuts 
Dependencies 
Pace of change 
Complexity
I am actually not following a 
process… I’m following a 
cloud of activities.
Employees struggle with finding answers to 
the most basic questions 
What is happening? 
How to collaborate? 
How can I i...
Barriers prevent collaboration and sharing 
Large & complex 
organizations 
Physical 
distance 
Lack of 
technology 
suppo...
People work in silos, causing suboptimization 
and ineffectiveness 
Tried to 
collaborate
Truth is, most people still work like it’s 1995* 
Email 
Files 
Phone 
SMS 
Email 
Files 
Meetings 
*John 
Stepper, 
Deuts...
Houston, we have a problem…
Symptoms 
44% in US & Canada 
“unsatisfied” with their jobs.* 
“Around the world, employee 
engagement is eroding.”** 
* R...
Employee engagement is critical to 
productivity 
Increased 
engagement 
Lower 
absenteeism 
Increased 
productivity 
High...
A disconnected and 
disengaged workforce 
operating in a rapidly changing 
and complex work environment 
means lost produc...
6% individuals 
94% 
the system 
Around 94% of the possible improvements belong to 
the system - the responsibility of man...
15 
”The most important contribution management 
needs to make in the 21st century is /…/ to 
increase the productivity of...
What’s Wrong With The Current 
Digital Work Environment?
IT complexity is rising for the employee 
More tools 
Too many features 
Hard to access 
Inconsistent design 
Functional o...
The effective usage rates of enterprise software are 
down compared to two years ago, with users 
experiencing productivit...
This idea wasn’t really that bad 
Communicate 
Share 
information 
Find people 
Plan 
meetings 
Manage 
tasks
So what’s wrong with this digital workplace? 
Desktop only 
Document-centric 
Stovepipes 
Non-collaborative 
Communication...
We are in the middle of a paradigm shift 
We are leaving static desktop work for mobile working 
By our desktops at the of...
We introduce new tools but don’t change 
ways of working 
New tools 
Current 
tools 
Paving cow paths 
ExisEng 
ways 
of 
...
We throw complex technology at the users
We fail to see the big picture – and hence to 
R&D 
Marketing 
coordinate our efforts 
FinanceIT 
HR 
Communication
85% of executives see complexity, in one form or the 
other, as the main barrier to seizing business 
opportunities and be...
We misunderstand user needs because we 
don’t try enough to understand the users
User-focused organizations outperformed the tech-focused 
companies, achieving 23% higher revenue-per- 
employee against t...
Why are we more 
powerful as 
consumers than we 
are as employees?
Most of all, it’s an organizational problem 
Lack of a 
shared 
mission and 
vision 
Lack of 
collaboration 
and holistic ...
The Digital Workplace
A holistic and people-centric approach to 
support digital working.
What it all comes down to: empowering 
people to work smarter together 
Efficiency 
Engaged &Effectiveness 
Empowered 
Foc...
The fragmented and complex digital work 
environment makes it hard to get work done 
ICC 
Business 
function 
IT 
delivery...
The Digital Workplace has the answer… 
Business 
The Digital workplace 
IT service provider 
Customer 
Customer 
Customer ...
…and the answer is service-orientation 
Business 
Digital workplace 
CoordinationGovernance 
IT service provider 
ICC 
Cus...
1. Adopt a people-centric approach that puts 
the customer and value-creation in focus 
Individual 
Location 
Environment ...
2. Explore opportunities while minimizing risk 
with short cycles 
Success 
Start 
Failure 
Time
3. Move from change projects to a process of # 
continuous improvements 
Process of continuous improvements 
Project Proje...
4. Establish common governance and 
coordination 
Management 
Coordination 
Governance 
BU 
BU 
BU 
Competence Center 
Ser...
How To Get There
"That is what strategy is all 
about. It’s about a point of view 
about the future and then making 
decisions based on tha...
Understand where you are starting from 
Approach 
Technology-driven 
Process-driven 
Customer-driven 
Delivery 
Big bang 
...
The Mission 
The Vision
Understand the customers, their tasks and 
their working conditions 
Specialists 
Outreach 
Collaborative work 
Flexible h...
Identify what services the customers need to 
get their jobs done and achieve their goals 
My Tasks My Expenses 
Find Peop...
Get the UX on par with commercial services 
My Tasks My Expenses 
Find People & 
Expertise 
My Profile 
My Blogs My Meetin...
Embrace Service Design principles 
• User-centric – The service must be experienced through the eyes of the user 
• Co-cre...
Focus on improving services used for basic 
tasks 
Share 
information 
Discuss with 
people 
Find 
information 
Find peopl...
Design for easy execution in different 
situations 
Find 
information and 
develop idea 
Read, review and 
comment 
Meet a...
Focus on change and adoption from day 1 
Will I manage the pace of change? 
WIIFM? 
How does management behave? 
Do they ”...
Want to know more? 
about.me/oscarberg 
twitter.com/oscarberg 
thecontenteconomy.com
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The effective usage rates of enterprise software are
down compared to two years ago, with users
experiencing productivity losses of around 17%.
It’s like giving everyone Friday off.
IT Adoption Insight Report, 2012, Oracle UPK & Neochange

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