Knowledge, Collaboration, Crowdsourcing and the Future of...

Knowledge, Collaboration, Crowdsourcing and the Future of Service Work

Alex Kass Digital Workforce Innovation

Initiative Accenture Labs

Hi, I’m Alex Kass, A Fellow in Accenture Labs. Thanks for spending this time with me!

•  Ph.D. in Computer Science / Artificial Intelligence

•  >25 years experience working at the intersection of technology, cognition, and human performance.

•  Worked in academia, startup, and then joined Accenture Technology Labs in 2004.

•  Currently lead the Digital Workforce Innovation Initiative

•  Help Accenture and its clients leverage new technology to re-imagine how to get work done.

•  The team, in Silicon Valley and Bangalore, defines and proves out new approaches to collaboration, knowledge sharing, and bringing the crowdsourced liquid workforce to life.

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Digital Workforce Innovation is about leveraging technology to re-imagine how a large enterprise gets work done…

Copyright © 2017 Accenture All rights reserved.

…at the individual level: the team level: and the organizational level.

…Intelligent assistance; just-in-time access to knowledge…

…new collaboration tech, especially for distributed teams …Static hierarchies replaced by

dynamic labor markets.

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How have leading organizations driven workforce transformation with digital technology?


Copyright © 2014 Accenture All rights reserved. 5

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© 2015 Accenture All Rights Reserved.

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Contextual Expertise Recommendations

Intelligently-Filtered Chatter Feeds

Automated Context Capture

Integrated Social Workflow

Multi-Channel Mobile Collaboration

!  Right Skilling !  Learning on Demand !  Improved Incident Resolution

Marrying Process Execution and Social Collaboration On the Spot (SCOTS) SCOTS integrates SFDC Chatter and mobile workflow support with automatic context capture to support the mobile field force.

Field Engineer gets recommendations on relevant experts on the service request

While working on a service request, relevant experts who could help the field engineer on the given request are suggested

The biggest change we see coming is at the Organizational level

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Manage a fixed team of

resources you own

Orchestrate ad-hoc teams of resources sourced on

demand via a variety on online labor markets

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Benefits

Agility•  Accesslargeuniverseoftalentondemand

Elas/city•  Scaleup/downfast

Efficiency•  Op8mizedu8liza8on

•  Self-service/disintermediatedresourcealloca8on

Engagement•  Employeesspendmore8meworkingonwhat

theycaremostabout.

SupportExecu8onwithLiquidTalent

EnableLiquidTalentSourcing

Unleashing the Crowdsourced Liquid Workforce AddAutoma/on

toReduceFric/onatScale

Crowd Advisor

Digital Workspace Test Plan Inspector for Crowd Crowd-Powered Process Toolkits

Helping task owners and talent owners find each other

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Post Jobs


A simple form guides the posting of a job.

You can target the profile of people on the bench based on:

location, skills, and level. An email is sent to all resources matching this profile on the

bench

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Discover Open Jobs


Open jobs with details are listed here to which

anyone can apply

Talents matching the job parameters are notified via

email and can apply through a link

We created Labs in a box with a hybrid team (18 people total) crowdsourced from both internal and external crowds

External public crowds come in many flavors. Different service models and different kinds of talent

Diversefreelancingtalent:Graphicdesign,

coding,wri8ng,videography..High-enddevelopers Mul8-weekInnova8on

ChallengesTes8ng

DevTeams ContentModera8on

Alliance, minority interest, MSA, numerous hands-on experiments

MSA near completion

Initial conversations, ready to start experiment

Consul8ngStrategy

Initial conversations

Initial conversations

Expertdatalabeling

Pilot in progress in Operations Pilot conducted

Labs has run a series of experimental projects leveraging external freelancers and hybrid teams - in partnership with CIO and others, (From 3-person video projects to 30 person app development)

3. Large process-digitization portal

1. Short BD video 5. Innovation prototype

4. Develop Mobile App 6. AWS migration 8. SSO-Enabled cloud

app

7. Content-management Website

2. Extended project marketing video

Automation example : Crowd Advisor – Automating selection of candidates

•  Save1-2hrsselec8ngpertask•  Results=topainstakingmanualselec8on

I – FOUR SETS OF CROWD-READY TOOLS ENABLE CROWDSOURCED TEAMS TO EFFECTIVELY COLLABORATE AND COORDINATE WITH EACH OTHER

CLOUD 9 FOR DEVELOPMENT

UXPIN FOR DESIGN

MURAL FOR WHITEBOARDING

TRELLO - PROJECT PLANNING

ONEDRIVE - SHARED REPOS

INTERNAL LABOR MARKET

EXTERNAL LABOR MARKET

SKYPE TEAMS FOR BUSINESS

GOOGLE HANGOUTS

SLACK STORYBOARDING TOOL

1 ONLINE LABOR MARKET FOR HIRING TRANSIENT CROWD

2 COMMUNICATION & ALERT FOR EFFECTIVE COORDINATION

4 COLLABORATIVE WORKSPACE FOR EFFECTIVE JOINT WORK

3 CROWD READY PROJECT MANAGEMENT & SHARED REPOS

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Summary: We need to understand how the future of service work is going to change the ways that knowledge is learned, and used

Knowledge, Collaboration, Crowdsourcing and the Future of...

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