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Working the Modern Way
1.
STORIES Using a digital
hub to connect, collaborate and create Working the modern way
2.
Copyright © 2022
Accenture. All rights reserved Frictionless experiences As we move toward our vision of a reimagined future of work, we are unleashing our people’s potential and inspiring how they work. And to do so, we give them access to the right experiences, tools and environment in the ways that best suit their behaviors and desired outcomes. Beyond embracing digital technologies that empower our digital workers, we want our people to make an impact wherever they are working—using any channel, any platform and even any dimension. With 118,000 new joiners every year and nearly 700,000 digital workers across Accenture, we strive to help them feel connected, included and that they belong, regardless of physical location; we call this being omni-connected. Whether people are working from home, in an Accenture office, at a client site, on the go or in virtual reality, we provide a frictionless work experience, tailored to our people’s specific needs at a particular moment in time. With the rapid growth of technology innovation putting power in people’s hands, understanding new ways of working and which tools to use so that they can be at their best, every day, isn’t easy. We created a single destination where our people can easily discover the right technologies to enable them to work in a more modern, smart and secure way. Our dedicated digital worker site brings everything together to help our people connect, collaborate and create—anytime, anywhere. Over the last few years we’ve been breaking down traditional boundaries and discovering new ways to work so that our digital workers can act and innovate more effectively. SARAH DUGAN Managing Director—Global IT Journey & Change Management, Accenture Call for change
3.
Copyright © 2022
Accenture. All rights reserved Improving outcomes When tech meets human ingenuity Understanding how our people work and what they are trying to achieve was essential as we built the digital hub. Three specific elements helped to focus our efforts. We wanted to: Establish role-based solutions: We identified six personas that help us better understand and relate to our users and provide the insights needed to support them. These personas cover the wide range of roles within our business and offer detailed advice and tips for their future “day-in-the-life” (see Figure 2) Create a gateway to information: We established one place for everything, making it easy to find information around productivity and collaboration tools. In particular, we created a “When to Use What” section that starts with the most common types of use cases, such as building a survey or sharing a file, and recommends the best solution. In this way, we can inspire more behavior-focused solutions that lead end users to the right technologies first time. Introduce frictionless working: In a new era of remote working or hybrid working, the digital hub helps our people learn how to successfully use technology in an omni-connected way focusing on the ways we work, such as meetings, workshops, collaborating and communities. The hub explains how to work differently when working face-to-face, virtually or a combination of these working practices.
4.
Copyright © 2022
Accenture. All rights reserved When tech meets human ingenuity Underlying these elements is support and communications. Aside from dynamic support to help users on how to get started with a recommended tool, we used modern technologies, such as 24/7 chatbots to improve user experiences by finding the most appropriate answer for any given natural language input. We provide regular updates about new capabilities and tools by communicating through the medium of blogs, videos and podcasts to drive return visits. And we employ storytelling, using real-world stories to help digital workers understand how our tech is being used. We invite people to share their own story of what being a digital worker means to them. As our own Managing Director of User Infrastructure Services, Tony Leraris, notes on the hub: “Being a digital worker is not about using every single tool and app that's out there. It's about understanding the technology, playing with the tools, so that you can optimize them for your personal productivity needs at any given point.”
5.
Copyright © 2022
Accenture. All rights reserved Omni-connected people Gone are the days when our people had to visit many different sites to discover what they needed to do their jobs effectively. Now, we have a single site—one that continues to evolve to stay in line with how our people work. By migrating from a tool-based approach to an experience-based model, we can build stronger communities across our global workforce. What’s more, our integrated, user- centric change management approach across all our tools has enabled employees to work in a modern way. The hub brings benefits to our internal teams; as one user noted: “It’s organized around the way I think and do work, making it far easier to find the information I need at the point of need. It’s the first place I go for “how to” support.” We’re using the digital worker hub to help our people work from anywhere and reimagine the future of work, as well as sharing these benefits by creating an offering for our clients. As a project lead from our Strategy and Consulting team told us: “We not only used the digital worker hub ourselves— drawing creative inspiration from its interactive decision-making capabilities and engaging design—but also built a customized solution that has helped the client to better use digital collaboration in hybrid work settings.” Our clients have been asking us to advise them on the best ways to enable their digital workers. With the digital hub, we can show them how Accenture operates— and give them an idea of how to do the same in their own organizations. LAURA RASMUSSEN Senior Manager—Talent & Organization, Accenture A valuable difference
6.
Copyright © 2022
Accenture. All rights reserved A valuable difference 595K unique site visitors between January 2020 and March 2022 37 reduced number of support sites 25X growth in Yammer user base (from 23K to 584K in 11 months) 200% increase in Microsoft Viva Insights users (from 22K to 45K in 12 months) Here’s how our digital hub has made the difference to our business: Shift from tool-centric “how-to” approach to use case-based guidance enabling different types of digital workers and addressing their specific tech needs. Bring learnings and leading practices to life through user stories. Create a single “home base” for people to find the tools they need and avoid duplicative messaging. Collect feedback and learnings from users through community sites and chatbots to continuously evolve and improve.
7.
Copyright © 2022
Accenture. All rights reserved 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. Meet the Team Sarah Dugan Managing Director Global IT Journey & Change Management /sarah-dugan Wendy Lee Manager Global IT Journey & Change Management Bryan Asmus Senior Manager Global IT Digital Experience, Journey & Change Management /bryan-asmus /wendy-lee Related capabilities How Accenture does IT Our global IT organization is driving technology-powered business transformation across Accenture. Talent & Organization/ Human potential Helping leaders create transformation by enriching the relationship between people and technology. Laura Rasmussen Senior Manager Global IT Talent & Organization /laura-rasmussen
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