Empowering Digital Workers

STORIES
How Accenture provides the right
experiences, tools and environment
to work in a modern way
Empowering
digital workers

Copyright © 2022 Accenture. All rights reserved
Creating
frictionless
experiences
Accenture is embracing digital transformation
to enable our organization to work in a modern,
smart way. We want our people to seamlessly
and securely connect, collaborate and create
with team members and clients. And we want to
offer them the experience and capabilities that
means they can perform on their best day,
every day.
For some time, digital has defined how Accenture
operates. At the same time as reinventing the role
of the traditional office to offer a digital workplace
for our people around the world, we needed to
empower our people to embrace new ways
of working.
Whether working from home, in an Accenture
office, at a client site, on the go or in virtual reality,
we don’t want to be limited by the definitions of
hybrid, virtual and flex work. What matters is the
frictionless work experience, tailored to individual
needs at a specific moment in time.
By breaking down traditional boundaries and
bringing together our technologies with human
ingenuity, we aim to improve the overall digital
experience for our people. To empower them to do
their best work we provide the right tools,
technologies and support. And, by applying an
integrated, user-centric change management
approach, we help them to make an impact,
wherever they are.
Call for change

Enabling
modern work
tomorrow
When tech meets human ingenuity
Accenture has a large, diverse employee population of more than 600,000
people who work in different ways—and technology helps them to do so.
Recent Accenture research has found that 85% of people who feel they
can be productive everywhere say that they plan to stay with their company
for a long time. Becoming digital workers makes that more likely.
As a result, Accenture undertook several different sessions and workshops
with our people, project sponsors and marketing and communications
teams to better understand how our people work today and what they need
to enable their work tomorrow.

We put the digital employee
experience first.
Working with the business, the global IT team is focused on
reimagining digital experiences that better suit how our
people work and what could help them feel more empowered
and be more productive in the future. Our experience design
study pioneers a culture focused on defining the business
need and human experience first, with the fundamentals of
user interaction, seamless user experience, mobile standards
and measurable results to ease outcomes.
We support collaboration and to keep everyone on track
we’ve developed a Digital Experience Score—a holistic view
of six dimensions that work together to drive conversations
and actions to improve experience, such as usability
or performance.
Video has proven to be a powerful way to communicate in the
digital age. We want to not only create high-end video and
broadcast productions that communicate effectively with our
digital workers but also engage those same digital workers in
producing their own affordable content. Our dedicated global
studio facilities, Accenture Productions, brings together
cutting-edge IT and television broadcasting technology with
creative talent to connect people through video and live
events face-to-face, anywhere, anytime. While our
extended reality and virtual strategy, coupled with next-
generation streaming standards, contributes to this
powerhouse capability.
Here are some of the major milestones of our digital worker program:
We provided the right tools,
technologies and support.
With an organization of more than 600,000 people, there’s
no one-size-fits-all approach to devices and the right tools.
Accenture has more than 30 different types of personal
computers available in our catalog so that employee choice
can be accommodated. Enablement has been the focus,
especially in recent times where a series of acquisitions has
seen us grow our headcount by 118,000 people in short
order. We are also undertaking a pilot program to roll out
60,000 virtual reality headsets across a number of different
countries to give our tech-savvy people the opportunity to try
this new tech tool.
To be sure we have the right technologies in place we
evaluated more than 100 platforms and applications and then
streamlined and invested in solutions that optimize our digital
transformation goals. Key enterprise platforms include
Microsoft 365, the Microsoft Power Platform, ServiceNow,
Microsoft Teams.
Our global IT organization needs to provide high-quality, multi-
channel, intuitive technology support across a vast, global
employee base at optimal cost, while ensuring high levels of
employee satisfaction. Employee technology support is made
easier through our streamlined infrastructure with a single
application technology platform, more than 95% of Accenture
applications in the cloud and a robust collaboration
infrastructure.
We adopted a robust change
and adoption strategy.
Empowering our people to be a collaborative, productive and
innovative workforce relies not only on having the enabling
tools and technologies, but also making sure people know
how to make the best use of them.
Core objectives in our change and adoption strategy were to
create an integrated, user-centric management approach
across all digital worker tools and to enable employees to
adopt them to work in a modern way. We focused on
behaviors, explaining why they’re using certain technology
and the value it delivers , so that users naturally adopt
changes in their daily flow.

Our change and adoption approach consists
of four key stages:
Defining a clear journey and change management
strategy: Our dedicated Journey & Change
Management Center of Excellence (CoE) helps
Accenture people know how to use our
technology to achieve business objectives
and outcomes.
Adopting a modern approach to IT deployment:
We’ve adopted a user-centric approach with
elements like design thinking, gamification and
next-generation communications. When we offer
live workshops and learning, we employ
storytelling and interaction to bring the content
to life and engage with learners.
Focusing on the vital role of adoption: Adoption
doesn’t end when the new technology is
deployed. It starts after the technology is rolled
out and needs to continue for some time.
Maintaining end-user support and enablement
ongoing: Happy users evangelize more reluctant
users—and bring greater overall stickiness for the
technology for the longer term.
Once we knew how people work and what they needed to
be productive, we looked at the scope, the apps and
hardware used by all Accenture people and we targeted
our efforts; for example, when we rolled out Microsoft
Teams, we took a three-stage crawl (based on social,
community sharing), walk (based on a specific task or
purpose), run (integral to business purposes) approach so
that we could properly explain the benefits and have time
to adapt current behaviors in stages.
We developed a standard measurement approach across
all our initiatives so that we could direct our efforts toward
the areas that needed it most. We measured the
effectiveness of change activities, the adoption of
new behaviors, results and business outcomes and
customer satisfaction.
We empowered our people. Corporate functions and
individuals across the company are no longer waiting for
IT to deliver solutions for them. Instead, they’re using
resources, such as the Microsoft Power Platform, and
building solutions for themselves. They are finding ways
to automate their own work and make their teams more
productive. This shift in mindset has also highlighted the
concept of reusability. Individuals and teams are now able
to create their own assets and make them centrally
available. People across Accenture are making use of
what is already available, resulting in a more productive,
faster workforce.
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Here are some of the means our people can tap into today to be better digital workers:
Windows 10 Microsoft 365 Microsoft Teams Surface Hubs
An innovative as-a-service In-Place
Upgrade tool that enables deployments
at scale and pace.
Employees can work in a browser
and collaborate simultaneously on
documents in the cloud.
From a chat and conferencing tool to a digital
cockpit where work gets done by integrating
third-party applications.
Offer click-to-join on Microsoft Teams and
enable our people to collaborate with meeting
participants on a shared whiteboard.
Media & Content Creation Accenture Portal Accenture Support Portal Mobile apps
Provides a diverse range of video and audio
solutions that work for everyone, regardless
of their level of expertise
The gateway to all things Accenture
and the main means of keeping the
company’s workforce connected, informed
and enabled.
The go-to platform for digital workers to
get self-service support and/or live assistance
to solve technical issues or submit requests.
Create unified, integrated services and experiences
for our people across websites, devices and
touchpoints as they use several types of devices
to do their work.
Enterprise Search OneDrive for Business Social collaboration (Yammer and more) Microsoft Power Platform
Enables “One Accenture” with relevant
content, real-time answers and access
to subject matter experts.
Equipping our people for
collaboration securely,
sustainably and cost-effectively.
Blogs, internal sites, messaging and
people pages are just some of the ways
our people interact with each other.
Empowers our people to become citizen developers
by customizing their own applications. They can
iterate and rapidly prototype to improve what they
deliver and when.

A valuable difference
Building next-level
collaboration
Today, Accenture provides our people with many application choices to collaborate and work—and enjoy what they do.
Here are some of the keys to success in developing digital workers:
New ways to collaborate are being discovered as we focus on improving the relationship
between people and information. Mobility is important, as is extranet sharing, machine learning
and analytics as we seek to understand internal social and collaboration activity. And we will
continue to implement discovery features on our cloud storage platform.
To cultivate digital workers we knew we needed to shift from a tool-centric “how-to” approach to
an open-minded, borderless collaboration. Our people are looking to work smart and find more
value from the tools they use—it’s the perfect combination of technology and human ingenuity.
Don’t be shy of taking risks: We wanted our digital worker toolkit to be a go-to when people
are figuring out how to deliver innovation to our clients. To be different, we need to embrace new
experiences, such as how and where we work, enabling mobility and bringing real stories and
testimonies to life to show what good looks like.
Understand the vision: We did the background work necessary to understand what being
digital worker really means. We felt passionate about the messaging, behaviors and the brand,
but knew that these elements depended on a clear understanding of where we were headed. We
made sure we stayed close to the parameters we had set early on.
People-first approach: We use an employee-centric approach focused on behavior instead of
technology. We took the time needed to tell the story about how technology enables the
behaviors and built a culture of collaboration. Leaders helped us to demonstrate behaviors and
celebrate grassroots adoption.

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.
Contact
Jason Warnke
Senior Managing Director
Global IT
Digital Experiences Lead
Sarah Dugan
Managing Director
Global IT
Journey & Change Management
Tony Leraris
Managing Director
Global IT
Live Technology Services & Support
/jason-warnke
/sarah-dugan
/tony-leraris
Karen Odegaard
Managing Director
Global IT
Technology Platforms
Grant Gengelbach
Director
Global IT
Technology Platforms
Bryan Asmus
Senior Manager
Global IT
Digital Experience,
Journey & Change Management
/karen-odegaard
/grant-gengelbach
/bryan-asmus

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