Collaboration

Enable your collaborative culture

ContentsDigital transformation 3

The collaboration landscape 5

Collaboration technology 6

Adoption of collaboration 7 technology at Optus

Strategy: moving towards an 8 innovative organisation

The road to a transformed state 9

Optus collaboration 10

3

Digital transformation begins with culture

Become a digital business, not just a business with digital.

1. Australian Change Readiness Score, Optus Future of Business Report 20152. The Collaborative Economy - http://www2.deloitte.com/au/en/pages/economics/articles/collaborative-economy-unlocking-power-of-workplace-crowd.html

The last decade has seen digital based start-ups quickly gain market share, their philosophy:

• Focus on the end user experience and all else will follow.

• It’s best to do one thing really, really well.

• Fast is better than slow.

In order to compete in the digital era, organisations are undergoing change. They are striving to collaborate better, faster and with greater results than ever before. Many organisations have recognised the need to innovate, as well as offering a great environment for people to work, and to meet the increasing expectations of staff and customers.

The way we work todayTo stay relevant and competitive in the digital age, organisations are realising a cultural shift in their workplace is required. In fact, only 23% of Australian businesses have rated themselves as highly prepared for digital transformation.1

Improved organisational collaboration provides the best opportunity for organisations to build an agile enterprise that achieves customer centric operational excellence today while delivering innovation for tomorrow.

Enable collaborationResearch undertaken by Deloitte and Google2 has shown that when Australians collaborate they are able to complete work 15% faster, with 73% feeling that they do better work, and 60% feeling they are more innovative and satisfied. Over half of employees and managers acknowledged that the time saved in completing tasks was an outcome of collaboration.

Collaboration

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63%

Customers are moving towards always interacting with organisations online Interaction with business, digital tools • 63% of customers interacted with business’ digital tools in the previous 3 months

Customers expect to interact with knowledgeable employeesWell equipped employees deliver outstanding customer experience • 71% of of businesses with well-equipped employees delivered outstanding or very good

customer experience

Are you standing still? Readiness for digital transformation • 55% of Australian businesses display some preparation for digital transformation • 23% believe they are highly prepared for digital transformation • 22% show low preparation for change

55%

71%

Source: Optus Future of Business Report 2014 and Optus Future of Business Report 2015 optus.com.au/business/futureofbusiness

Collaboration

5 Image by courtesy of Cisco Systems, Inc. Unauthorized use not permitted

Many organisations are often confused as to where to start with their collaboration technology investment decisions. It is important that organisations have an understanding of a number of specific collaboration technologies that can be adopted. Employees may select to undertake elements individually, or as a whole suite, depending on their choice of working style. These capabilities range from modes of communication to methods of sharing knowledge, and more.

One challenge that organisations face is that they see all of the elements as a must have, and this is often daunting. The benefits that are available as a result of the workplace and collaboration transformation programs will be delivered by integrating collaboration capabilities with the right devices and supported by concurrent enabling programs.

Collaboration transformation will be enabled by:

• The delivery of capabilities, both collaboration and supporting

• Various devices

• Client software and

• Other enabling strategies.

The collaboration

landscape

Collaboration

6

Collaboration technology

Contact Centre as a Service (CCaaS)

Omni channelEmpowered agents

Unified Communications as a Service (UCaaS)Mobile collaborators Skype for Business

Mobile collaborators

Video Conferencing as a Service (VCaaS)

Immersive video roomsVirtual meeting rooms

InteroperabilityOnline Video

(Content streaming)Employee engagement

Learning and development

Collaboration

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Adoption of collaboration technology at Optus

Integrated collaboration environment permits an agile workfoce capable of being more responsive to customer needs

Customer focused

>

Connecting people quickly and efficiently through utilising integrated collaboration services across the organisation, there by breaking down internal barriers and silos

Drive productivity by empowering staff to connect anytime, anywhere from any device. User choice around participation and collaboration including the ability for time shifting, device selection and attendance method

Empowered and trusted

Increase staff engagement by facilitating simple, rich and engaging collaborative experiences

Passionate and committed

Collaboration is at the heart of providing contemporary digital services, products and tools for staff

>

United and connected

>

Future oriented

> >

The adoption of collaboration technology and culture has been critical to the success of Optus. Over the last few years we have envisioned and then created an organisation in which our people:

• Communicate openly across business functions and departments

• Are always aware of the company’s objectives and priorities, even as they rapidly evolve

• Fulfil multiple different functions during the day

• Self–select for projects based on interest, expertise and importance to the business

• Locate needed information in real time

Our cultural ambition towards collaboration focusses on customer outcomes.

Collaboration

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Top down cultural change – “the message”Fostering key values of empowerment and trust is a key requirement from senior leaders, and the executive team, in order to drive a change in their own and staff behaviour. This combined with availability of collaboration capabilities will enable staff to adopt the required change in behaviour.

Effecting a new collaborative culture requires unwavering support and communication of the initiative from senior leaders. Organisations must consider developing marketing and communications strategies that highlight the upcoming changes. It should clearly define what it is going to do, articulate why it’s being done, and what benefits a collaboration enabled culture will bring.

A critical starting point, and arguably the most important first step, is for the senior leadership to demonstrably embrace collaboration with continual use of the collaboration technology. Leadership must communicate with staff, conduct meetings, and share information via the collaboration toolset.

Strategy: moving towards an innovative organisation

Bottom up technology change – “the platform” The workforce will develop an increased appetite for change as a result of the new culture within the organisation, driven by the leadership team. Provisioning for experiential learning along with embedded accountability and ownership will speed the benefits realisation process and thus provide for increased staff satisfaction and higher productivity.

To enable adoption by staff it will be necessary to rollout the agreed collaboration toolset, ensuring its widespread availability and staff trained in its use.

Described as the ‘bottom up’ element of the strategy, staff will be provided with access to the collaboration toolsets, and have a choice of how they wish to engage in events, for example – immersive video conferencing in a dedicated room, via video conferencing at their desktop; or if the staff member cannot get to a video device, then via voice only technology (desktop/laptop/tablet/smartphone), this device or method is the choice of the staff member.

Collaboration transformation strategy

Empowerment

Demonstrated by using

Enables

ManagementCulture

Self enablementEnablement

Capabilities

It is recommended that the collaboration transformation required to be achieved through the adoption of a strategy where managerial empowerment, combined with staff enablement, delivers the necessary collaboration commitment for success

Collaboration Transformation

Collaboration

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Cultural ambitionTechnology is only one of the enablers for change, organisations must have the drive and willingness to nurture an innovative and agile workforce. A cultural identity cannot simply be imposed by the senior leadership, it must be approved and embraced by all employees as a whole otherwise it will fail and the organisation will default back.

Executive sponsorshipExecuting a new collaborative culture requires unwavering support and communications in the initiative from all of the senior leaders. Organisations should consider developing marketing and communications strategies that highlight the upcoming changes. It should clearly define what is going to happen, articulate why they are doing it, and what benefits a collaboration enabled culture will bring.

It is important that staff feel encouraged to establish their own collaboration sessions using the new elements, and feel empowered and trusted to work collaboratively – to acknowledge mistakes, move forward without blame, recognise effort, and share information – this will speed the process of empowerment and trust.

The road to a transformed state

Image by courtesy of Cisco Systems, Inc. Unauthorized use not permitted

Technology adoption For collaboration to be successful it must not simply be deployed, it must become ingrained in daily operational work practices. In order to encourage and familiarise broader teams with new tools, executives must lead from the front in both communication and usage of the new collaborative capabilities. A critical starting point for this, and quite possibly the most important first step, is for the senior leadership to demonstrably embrace the collaboration toolsets.

Collaboration

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Optus CollaborationAt Optus, we know the key to digital transformation is cultural change – creating a culture of innovation by encouraging collaboration between departments and partners.

We have worked with our key partners to help us deliver world class collaboration tools. While our partners are focussed on the tools, we are focussed on making them work for your organisation.

We can help your organisation to adopt the collaborative tools required to digitally transform your business.

Ask us about • Borderless collaboration

• Workspace transformation

• Adoption services

• Consultation services

Service you can count onOptus Managed Collaboration Services is an Australian based team with a proven track record of fostering cultural change in some of Australia’s biggest organisations. Our team of experts make sure all of your collaborative tools are online and ready for the day of meetings ahead.

World class partnersWe work with and are accredited by best-in-class vendors to ensure you have the best available collaboration tools.

• Cisco Gold Partner with ATP Telepresence Master

• Polycom Platinum Partner

• Microsoft Gold Partner

For more information visit optus.com.au/enterprise/collaboration or call the Optus Business hotline on 1300 555 937

Collaboration

© 2017 Singtel Optus Pty Limited GMO_N 0344 1117MZ

Together, we’ll uncover the opportunities collaboration can deliver, contact your Optus Account Manager or call the Optus Business hotline on 1800 555 937

Join the conversation1800 555 937 optus.com.au/enterprise @optusbusiness

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