Work, flexibility and integration Social Business in the Public Sector · 2016. 3. 28. · The...

© 2014 IBM Corporation

Work, flexibility and integrationSocial Business in the Public Sector

Stuart McRaeExecutive Collaboration & Social Business EvangelistIBM Collaboration Solutions

ibm.co/smcrae

[email protected]/smcraewww.linkedin.com/in/stuartmcrae www.facebook.com/sjmcrae www.smcrae.com

http://ibm.co/smcrae

mailto:[email protected]

http://www.twitter.com/smcrae

http://www.linkedin.com/in/stuartmcrae

http://www.facebook.com/sjmcrae

http://www.smcrae.comibm.co/smcrae

© 2014 IBM Corporation2

Now it is time to empower citizens to improve government services

World Company Business Government

Public Employees Customers Citizens

SocialNetworking

SocialCollaboration

SocialMedia

SocialCommunities

Smarter Planet Smarter Workforce Smarter Commerce Smarter Cities


Traditionally, Governments designed & rolled out ProgramsWhich either met the needs of the individual, or didn't...


In the digital era, there is another wayEach individual citizen can select personalised services from those available*

* Based on a speech by John Swinney, Scottish Cabinet Secretary for Finance & Sustainable Growth, Digital Public Sector Scotland, 2013


Implementing this requires integration across the Public SectorNot just integrating IT systems, but collaboration between employees

OneIntegratedExperience

Key challenges for government in the social era:Inter-departmental, agency, authority collaborationCollaboration with the third (voluntary) sectorWorking with small & medium enterprisesEngagement with communities of citizens

Key challenges for government in the social era:Inter-departmental, agency, authority collaborationCollaboration with the third (voluntary) sectorWorking with small & medium enterprisesEngagement with communities of citizens


Social Collaboration is about changing employees' behaviour

Culture

SocialBusiness

engage employees in external

conversations

collaborate withpartners to

deliverbetter

outcomes encourage employees to collaborate beyond theirlocal team

Internal External

open upaccess to

knowledge &expertise to

partners

engagecustomers via

social networks web, mobile,

voice & video

provide an open, simple, integrated, collaborative workplace


Success requires an environment that encourages engagement

Culture

Technology

SocialBusinessInternal External

open upaccess to

knowledge &expertise to

partners

engageexternally via

social networks web, mobile,

voice & video

provide an open, simple, integrated, collaborative workplace

engage employees in external

conversations

collaborate withpartners to

deliverbetter

outcomes encourage employees to collaborate beyond theirlocal team


Aspects of social business

Transformational Impact

Citizen SentimentSocial Sentiment andEngagement with the Public

Social Collaboration & TransformationSocial Intranets Empower the Workforceto Improve Service Provision

Service DeliveryCitizen Self Service, PersonalisedExperiences and Community Empowerment

Social PartneringEngagement with volunteers, communities,NGOs, charities and service provision partners

Inte

rnal

Soc

ial C

olla

bora

tion

unde

rpin

s su

cces

sful

Ext

erna

l Eng

agem

ent

Employee

Public

Citizen

Partner


Social Collaboration Empowers Employees to Work Across Silos… to spread knowledge, expertise, ideas from peer to peer across organisational boundaries

Central Government NHS Local GovernmentSocial Services Schools Police


Met with Jill Doe ofBorchester Council anddiscussed their experiencesinnovating their refusecollection contract

Status: In the office

Expert: procurement

Status: At a conference

Evaluating suppliersfor a new refusecollection contract

A Social Business provides employees with tools to build their knowledge networks… to spread knowledge, expertise, ideas from peer to peer across organisational boundaries

Based on: IBM Research's General Technology Outlook, 2012

“Status updates alone on Facebook amount to morethan ten times more words than on all blogsworldwide” - David Kirkpatrick, The Facebook Effect

Source: Gartner Group

Success comes from changing user behaviour

… and the culture from “knowledge is power”to “knowledge sharing is rewarded”

The right tools and adoption strategy are neededto facilitate & encourage this new behaviour

Success comes from changing user behaviour

… and the culture from “knowledge is power”to “knowledge sharing is rewarded”

The right tools and adoption strategy are neededto facilitate & encourage this new behaviour


19th Century collaboration techniques are no longer good enough… we need to change behaviour to address information overload

“I want you to know thissometime, so I will send

it to you now”

Email Model

“... and me”

“... and me”

“... and me”

“... and us too”“... and us too”“... and us too”“... and us too”


The new organisational paradigm is Social Knowledge Sharing

“I want you to know thissometime, so I will send

it to you now”

“I know I candiscover what I need,

when I need it”

Email Model

Social Media Model

“We share whatwe know”



“We share whatwe know!”

“... and me”

“... and me”

“... and me”

“... and us too”“... and us too”“... and us too”“... and us too”

“It’s not information overload. It’s filter failure” - Clay Shirky

Discovery ≠ Search


Move from closed to open conversations to share knowledgeAccess expertise and ideas while making it easier to reuse content & experiences

Conversations aren't just aboutstatus updates

but alsocomments on content, etc.

Follow anyperson or

content youare

interested in

Lead,Learn,Teach,

Spread,Engage,Improve,Motivate,

Influence,Advocate,

Recognise,Understand,

Create Value


While responding to the need for confidentiality and access controlOpen sharing within controlled groups, with moderation & compliance controls available

Only availableto Community

Members


Silos

With an aggregated “home” Activity Stream for each userKeeping them informed what is going across all their Networks & Communities

Open standards (OpenSocial) facilitate the aggregationof business events into the Activity StreamOpen standards (OpenSocial) facilitate the aggregationof business events into the Activity Stream

No Silos:include multiple

internal & externalinformation sources

No Silos:include multiple

internal & externalinformation sources

Anytime, anywhereon any device tomaximise use of

time

Anytime, anywhereon any device tomaximise use of

time


People Tagsidentify subject matter experts

and help people with

Questions find people with the

Answers

Actively help employees understand how their colleagues can help... then let staff easily access their content or reach out directly out to them

Business Cardslink from Content

to the Experts on it

Who do they Communicate with a lot? Who is in the same Communities? Who is involved with the same Activities? Who Blogs about the same sort of thing? Who Tags their Files with the same topics? Who Bookmarks the same sites?

Who do they Communicate with a lot? Who is in the same Communities? Who is involved with the same Activities? Who Blogs about the same sort of thing? Who Tags their Files with the same topics? Who Bookmarks the same sites?

Pervasivelyavailable throughout

the intranet, via abuddy list, and in the

mail client

Or if they are notavailable, find

someone else whocan help


Moving away from the “create & email” modelto focus on the content and the knowledge of experts

Documents,email &

attachments

Onlinedocument

sharing

Communicateknowledgeeffectively

Collaborative creation,mobile access:

focus onteam sharing

Individual creation,discourages sharing:

knowledge locked awayin inboxes


Make document creation a collaborative, social experienceNot just a document library - add context for discoverability & usability

What do others think of it?Who else understands it?

Have they improved it?Recommendations,

Downloads,Comments,

Versions,Sharing,Author,

Tags.

Not just Share with but Share on,or share with a Community

Incorporating existingdocument repositories

Real-time co-editingAuthor presence awarenessCommenting & discussionsAssignment & notifications

Task managementMobile accessOffline editing

Access not just the document, butthe knowledge of the people who

wrote it, reviewed it, used it

...and work together to improve it

Access not just the document, butthe knowledge of the people who

wrote it, reviewed it, used it

...and work together to improve it


Moving away from a document centric model… to focus on surfacing the knowledge of experts so it can be discovered

blogs

status updates

wikis

activities forums

bookmarks tagslikes

commentsshare

followfeeds

postsrss

Documents,email &

attachments

Onlinedocument

sharing

Communicateknowledgeeffectively

Simplify the media to getthe message across better:

sharing is aby-product of work

Collaborative creation,mobile access:

focus onteam sharing

Individual creation,discourages sharing:

knowledge locked awayin inboxes

communities


Discover the most valuable content across all available sources(including external content that others found useful and tagged)

Content Tags(and Social Bookmarks)

let you share ideas & contentacross organisational boundaries

and find content beyond the firewallwhile also connecting you to people

with similar interests or problems

Discover Content inthe Context of thePeople who canhelp you to use it


Build active communities that collect & distill knowledge & expertiseSelf forming, self managed, cost effective

Communitieslet users with

COMMON INTERESTS connectthemselves across the enterprise - andputs all the CONTENT they share into

the CONTEXT of the EXPERTSwho can help you to use it

AGGREGATE different people,content types, discussions and activities

into one CONTEXTwhere users can easily find it

...providing ACCESS CONTROLand MODERATION


Crowdsourcing innovationNot just brainstorming ideas … but putting them into action

Brainstorm Comment Vote Evaluate Graduate Action

“Social should bemore than just a

talking shop”


Capture process knowledge into activity templatesIncrease productivity by permeating best practices through the organisation

Example: More effective meetings

Making Social Collaboration more than just a talking shopGetting things done in a social wayCreate ad hoc activities for all your tasks & share them with others involvedAssign To Do items to yourself & others and track their processAggregate your To Do list & Recent Updates across all your tasksCollect notes, links, documents for a task in one place to access & share

Making Social Collaboration more than just a talking shopGetting things done in a social wayCreate ad hoc activities for all your tasks & share them with others involvedAssign To Do items to yourself & others and track their processAggregate your To Do list & Recent Updates across all your tasksCollect notes, links, documents for a task in one place to access & share


Integrating social collaboration into core business processes iscreating new opportunities for better government

Citizen Engagement:Services Delivery

Effective segmentation ofby demographic enablingcommunity engagementand feedback

Complaint Handling Process:Citizen Services

Find who can best help meaddress this urgent problem for a voter

Software DeploymentProcess: IT

Collaborate better with serviceproviders to deliver ITcapabilities

Talent ManagementProcess: HR

Hire and retain talent thatmatches public service ethos

Delivery of Services: Planning

Use predictive analytics to gather insightsinto local citizen needs by area/demographic


Social Analytics to help users discover relevant content... and help organisations understand and use their workforce better


Social Media Maturity

Present on Social Media

● Have a Twitter ID & Facebook page● Use LinkedIn in recruitment process● Generate reports on social media discussions

Engage via Social Media

● Have a Social Media Team● Answer questions, monitor sentiment● Collaborate with management & staff on insights

Social Media is the way we work

● Staff use Social Media in their jobs● Collaborative service delivery● Open, transparent culture of innovation

Transformational Impact

CulturalImpact

Focus:External

Focus:Internal


Use internal social tools to manage external conversationsEngage all of your employees to use their expertise externally

… populate your web site withModerated Content

from INTERNAL

COMMUNITIES

...whileexternal content

is discussed safely

behind the firewall


Social collaboration is more than social applicationsIt's all about integration of existing collaboration, content repositories, applications, etc.

PublicInternet ECM E-Mail

BusinessApps

ERP,BPM,WebApps,

Workflow,etc.

TeamSpaces WCM

ProfilesWikisBlogsMedia

ActivitiesSearchIdeation

Community

UnifiedComms

Presence,IM,

Audio,Video,

Meetings,Telephony

Social Collaboration Layer(Social Intranet)

DesktopBrowserMobile


Social Collaboration is about adding new capabilities...

Document centric

team

collaboration

People centric

engagement,

organisation-wide

...and beyond

Access Controlled

Authoritative

Workflow

Process

Knowledge Sharing

Expertise Location

Conversations

Get it done

...not replacing existing ones


No need to “rip and replace” existing tools

ProfilesCommunities

Surveys

Activities

Meetings

Mobile

Blogs Ideation

Microblogging

Homepage

Office®

Windows®

SharePoint®

E-mail

Calendar

Create an cross department collaboration layer that integrates with existing tools

Chat

Libraries

Bookmarks

Forums

Wikis

Analytics


to facilitate cross-agency (and even cross government) collaboration

No need to “rip and replace” existing toolsCreate an cross department collaboration layer that integrates with existing tools

ProfilesCommunities

Surveys

Activities

Meetings

Mobile

Blogs Ideation

Microblogging

Homepage

Bookmarks

Forums

Wikis

Analytics


ProfilesCommunities

Surveys

Activities

Meetings

Mobile

Wikis

BlogsIdeation

Micro Blogging

Homepage

and collaboration beyond government to facilitate cross-agency (and even cross government) collaboration

No need to “rip and replace” existing toolsCreate an cross department collaboration layer that integrates with existing tools


Adoption is key to achieving business value

Social Business Strategy

AdoptionPlan


Show the users why it matters

Why doI care?

Why doesmy companycare?


Understand that they want to...

… make mywork easier … get home

on time

… helpothers

… do my jobbetter

… be recognised forwhat I achieve

… beappreciated

… getpromoted

… increasemy bonus

… find anew role


1. Users must TRUST the solution to INVEST in using it

2. Understand the USE CASES & explain WHY users should care

3. Provide LEADERSHIP through HIGH PROFILE users

4. Recruit a CHAMPIONS Community and enable & support them

5. Analyse, survey, assess, review and TAKE ACTION

Five Steps to Successful Adoption (Summary)


Social Collaborationmust become the

WAY USERS WORKnotsomething else they need to doAS WELL AS WORK

Oh, and ONE MORE THING


Social Collaboration: a platform to build a Smarter Workforce

Listen to the voice of yourorganization and engage yourworkforceMake smarter decisions

with Big Data insights

Invest wisely in youremployees

Connect employees to theinformation they need

Attract the very best talentand get them productive

An Engaged workforce is a Smarter Workforce

ATTRACT … RECRUIT … DEVELOP … EXECUTE


Successfully applying social businessRepeatable patterns that improve business processes and provide return

Download the White Paper and see the ROI: http://bit.ly/1i8iUPn

http://bit.ly/1i8iUPn


The Business Value of Social, Collaborative Work Practices


Social business generates better business outcomes

Improve Customer ServiceCan deliver 90% citizensatisfaction with servicesbased on user surveys(2)

Speed up ProductDevelopment

Can develop and bring newproducts to market in 1/3 time (3)

Increase SalesCan increase sales managerrevenue by 40% and improveefficiency by up to 50% (1)

Source 1: VCC case study, Source 2: Trinidad & Tobago customer study, Source 3: Cemex case study, Source 4. Amadori case study Source 5:Independent Study by The Corporate Executive Board, 2004, Source 6 Cars.com Case study, Source 7 Robinson Club

Maximize Employee ProductivityCan retain the knowledge ofseasonal staff within the company,and thus increase customersatisfaction (7)

Reduce Employee TurnoverCan reduce turnover, highly engagedemployees are 87% less likely toleave their organizations than highlydisengaged employees(5)

Increase VisibilityCan increases website traffic by 145million visits (6)

Increase VisibilityCan increases website trafficby 145 million visits (6)


Example: Social Business applied to Further Education

Deliver identified business results:● More applications● Higher quality intake● Increased student retention● Improved final results● Better student placements● Alumni engagement

Deliver identified business results:● More applications● Higher quality intake● Increased student retention● Improved final results● Better student placements● Alumni engagement


“We don’t want citizens to have to go to multiplelocations or to understand the workings ofgovernment just to get something done. We wantto ensure that our citizens have access togovernment information and services 24/7/365anywhere, anytime, any way they need to get it...”

Tracey Hackshaw, Trinidad & Tobagogovernment

90%citizen satisfactionconfirmed by a user surveywith a decreased cost of service deliveryby providing one stop shop accessto government services and information

Trinidad & Tobago

Creating exceptional citizen experiences


Rethink your processes for the digital age

Creating exceptional user experiences

Created customer advocates andredefined how they care for patients toimprove patient experiences and healthoutcomes with private supportcommunities

75% reduction in clinicphone calls

of Dallas


United NationsValidating goals and strategy across a diverse & distributed organisation

Professional Social Network Platform“bringing people together”

virtually connect UN membersacross 132 countries


IBM's Perspective on Social Business– http://www.ibm.com/socialbusiness

Video Case Studies around Social Business– http://www.ibm.com/software/collaboration/videos

How Social Business can transform public services (article)– http://www.scottishpolicynow.co.uk/article/social-business

Social Business in Government (white paper)– http://bit.ly/sbingov

IBM Industry Insights: Social Business for Government on YouTube– http://bit.ly/YoReu6

Applying Social Business (white paper)– http://bit.ly/1i8iUPn

The Business of Social Business: What Works and How It’s Done – http://ibm.co/WYVTW4 (IBM Institute of Business Value)

Becoming a Social Business Community on the IBM web site– http://ibm.co/adoptsocial

IBM's Own Social Business Transformation Story (by IDC)– http://ibm.co/NxpP52

For more information

http://www.ibm.com/socialbusiness

http://www.ibm.com/software/collaboration/videos

http://www.scottishpolicynow.co.uk/article/social-business

http://bit.ly/sbingov

http://bit.ly/YoReu6

http://bit.ly/1i8iUPn

http://ibm.co/WYVTW4

http://ibm.co/adoptsocial

http://ibm.co/NxpP52

© 2014 IBM Corporation

Thank You.

Stuart McRaeExecutive Collaboration & Social Business EvangelistIBM Collaboration Solutions

ibm.co/smcrae

[email protected]/smcraewww.linkedin.com/in/stuartmcrae www.facebook.com/sjmcrae www.smcrae.com

http://ibm.co/smcrae

mailto:[email protected]

http://www.twitter.com/smcrae

http://www.linkedin.com/in/stuartmcrae

http://www.facebook.com/sjmcrae

http://www.smcrae.comibm.co/smcrae

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