Provoke: Client Customer View – Dale Heenan, Innovate UK

2. Who are we? • Innovate UK is the operating name of the Technology Strategy Board, the UK's innovation agency • We fund, support and connect innovative businesses to accelerate sustainable economic growth • Total annual budget c£400m • Nanotechnology to life sciences, from digital industries to manufacturing • Since 2007, invested £1.5bn in innovation • Helped 5000 companies, added £7.5bn to the economy, and 35,000 jobs

4. Last year… • No significant technology refresh since 2007 • XP Desktops and laptops • Sharepoint 2003 – intranet? • Blackberry phones Yet in 2014/15… • 50% growth in staff • 70% of staff are field workers • Aim to be independent and separate from a Shared Service • Rebranding underway from @tsb.gov.uk to @innovateuk.gov.uk • Austerity

5. £1,700,000 of benefit 30% reduction in IT cost per head 82% staff satisfaction 45% reduction in licensing costs It just works…..

7. Trends Impacting the Way We Work on your… desktop phone laptop tabletCommunicate with colleagues, vendors, and clients using the same applications on almost any device. Access all your data and communicate with all your contacts virtually anywhere, anytime on your devices through the cloud.

8. 8 Up-to-date customer data on any device, with Office 365 cloud storage Office Worker Mobile Worker Conference / Virtual meeting ERDMS Backup Staying connected is essential... … Any service, any device, anywhere, anytime Data / Information Access Unified Communications OneNet - Hosted Collaboration Services HCS

9. April May June July August Sept Oct Nov Dec Jan Feb Windows 7 project stopped after 12 months New Project Manager New IT Strategy Requirements definition started Office365 path agreed SoW finalised, PO issued Team Champions Forum started Office 365 setup IT and PMO Pilot Information Architecture review Site Collections / Team Sites setup Go live! Account Transfer File Transfer CYOD Device replacement 8.1 Ultrabooks 8.1 Surface Pro 3 OSX Mac Air BYOD Phone replacement iPhone 5C Samsung Core Prime Personal BAU New HR system Crashplan Webex Self Service Device Management Intune Cisco Meraki Legacy XP Office 365 XP Office 365 8.1 / OSX Transformational change is a reality today…

10. It’s not about the technology….. But shiny new things help Technology is only the enabler, it’s how you engage your users and drive adoption that counts Continuous improvement and innovation with internal platforms will help to drive adoption and maintain momentum

11. Digital Workplace It empowers people! • Mobile tools - User generated - Real time messaging and presence - Video • Work tools - Task related services eg HR, product info - Collaborative / social media tools • The basics - Email, Calendar, Staff Directory

12. Intranet, Community of Support, Staff Directory, Self Service

13.

14. Digital Workplace is a reality • Unified Communications and Telephony – IM, Soft phones, Contact Centre • Onenote and Sharepoint for Executive papers – Remove iPads and device specific apps! • Information Rights Management to tackle potential data breaches • Team sites with workflow and structure - Consistent projects in/out of PMO - Approval and Change processes • Salesforce CRM Integration • Continuous Improvement – agile and iterative

15. Questions?

Notas del editor

This is Innovate UK Innovation rarely happens by itself
We are in an event called provoke Do we practice what we preach…. Er no
Just like every other government department… only our staff are going into the field. An employee of the uk’s government Innovation agency Lugging around a 4lb Dell Laptop running XP, with power cable and bags to a business. Staff in the office 1 or 2 times a month – how do you engage with the employee, expenses when in the office. IT was on Corporate risk register Proceed so long as we Daily Mail’ified the programme.. So jumping in. Did we.
Absolutely Spend is less than £500,000
How did we do this. Set up an Improving our IT Experience programme > Improving our foundations New approach was needed to consider what does a modern working environment look like. How do we get the same consistently good IT Experience for office staff, flexible staff who can work from home occasional through to field workers.
Transtion 1: There are multiple factors impacting the way we get things done, the way we interact with colleagues, with clients and business partners. There are a few though that are particularly shaping the way we collaborate and in general, the way we work- proliferation of devices, newer generations have different expectations of work and life, and the transformational aspect of cloud computing. Let’s start with Devices. This is probably the one that is more tangible, because it has an impact in how we get things done in a very personal way, but also in terms of information management. I would guess that every person here has at least one smartphone and a majority have a tablet as well. This proliferation of devices is also changing our expectation on how applications are used and consumed. Transition 2: Switching gears, the way people want to get things done is also evolving. Different generations in the work place have different expectations of work and life. The ability to hire the youngest and brightest, is being impacted by our ability to meet their expectations, and provide the right communication and collaboration tools at work. Why should the consumer experience be different from the enterprise? People use Facebook, Amazon, BBC and News sites, this is their digital expectation. Come into the office, and its oh, okay. Transition 3: Lastly, we have the transformational aspect of cloud. Business increasingly understand cloud as storage and computational power. Only starting to consider the way it changes how we deliver and consume software and applications.
This is our strategy today. Cloud first. Any service, any device, anywhere, anytime. It drives a different behaviour and has different needs. How do we transform the traditional corporate hq as the centre of the world, to maximising the opportunities available today. Are we really wedded to the left hand side, and why? Hotdesks are treated the same as working from home. New sites can be setup in minutes – a wifi connection at its simplest. Secure, and yes provides voice capabilities
We can talk for hours on digital work place, office365, what does it mean to organisations. If you remember the initial slides about the challenges Isnnovate UK … 12 months ago it was XP and Office2010, a company blackberry Today, I use a Surface Pro 3 with 365, and my personal Android phone under BYOD. It doesn’t matter whether I am in the office, on the train or working in London. This is our workplace today. And yes, no increase in the IT budget. We are in austerity after all. What you hear about is possible Our approach – stop a Windows 7 upgrade, why upgrade to a legacy OS, skip from XP to 8.1 but first introduce 365 and benefit of the cloud. 365 – done Initial self service tasks like reset password, users get a text message like their bank - done Device management, loss of laptop on a train and be tracked – done Crashplan for backup and disaster recovery - done Webex to encourage web, audio and video calls over internet, reduce call costs – done Choose your own device for staff, and deployed to 500 staff – done Bring your own device for mobile phones, 2 corporate models or personal – done 12 months. It just works.
Actually its worse than that. Stopwatch from switch on, boot up, open outlook and actually be productive to send an email… Go for a coffee, come back. Lets assume we have 100 staff, can you save each person 20 minutes a day, yes you can. Every time you do that you’ve increased productivity by 1 FTE – redeploy to other tasks, get more work from staff 82% staff satisfaction in the company providing the rights tools to do their job
We’ve done the first aspect of devices. A solid foundation to buil do. So onto Communication, yet Cloud is a golden thread. There are no excuses to get the basics right. Email, Calendar often foundation of any business, so build up.
Bread and butter projects. It just works out of the box. But do not underestimate the added value from good design and ux. Measure twice and cut once.
You don’t know, what you don’t know. Audience has taken the first step by being here…. Social is a waste of time with no business value Better to lock up. Be safe Concern about people wasting time / irresponsible behaviour Regulatory / compliance issues – EU IP vs US and China It does open enterprise to new risks, appetite, Good governance is key Classic changement - emotional responses Innovate UK staff don’t know what we don’t know so… Mando visited last week to go through a benchmarking exercise covering adoption with staff, opportunities for what next. What is best practice, if there are gaps how to move forward. We are willing to be agile and iterative.
The digital workplace disrupts businesses. It challenges traditional ways of doing things. I hope…. Breaks silos, Encourages collaborative working Talk through exampels

Provoke: Client Customer View – Dale Heenan, Innovate UK

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Provoke: Client Customer View – Dale Heenan, Innovate UK

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