DESIGNING A DIGITAL ORGANIZATION

Digital Transformation

Need to digitally transform

Drive superior customer experience

Adopt analytics and new technologies

The Goal The JourneyOrganization Structure and LeadershipTalent: New vs. Re-skillingCulture and ChangeCreate capacity to investManage legacy

DESIGNING A DIGITAL ORGANIZATION Gail Evans Mercer

REIMAGINING TO DELIVER BUSINESS IMPACT

PARTNERS

STARTUPS

MERCERLABS

INSIGHTS

AUTOMATION

AGILITY

Leveraging vendor partner collaborations to solve business problems

Engaging startups to test and pilot new technologies and solutions

Increasing agility through use of secure,

open-source technology

Using predictive analytics for new insights into

customer journey

Blending the world of physical and digital to increase productivity

Enabling Mercer’s innovation centers to incubate ideas into solutions

INNOVATIONCUSTOMER

EXPERIENCE

KNOWLEDGE FABRIC

CLOUD-FIRST

M E R C E R O Spowered by

DESIGNING A DIGITAL ORGANIZATION Bill Francis IAG

Technical Strategies & Strategic Principles

• Adoption of Hybrid Cloud while driving data centre simplification

• Solutions based on industry standard ‘open source’ technology, exploiting web services architecture

• Design for secure access of data via API gateways to drive automation and self-service

• All hardware and software assets/licenses can be shared across the Group

• Vanilla package solutions, configured, not customised

• Common architecture to support multiple business models

• Service criticality level default set to ‘Bronze’

• Operating costs will be scalable at market rates

• Outsourced solutions developed as a fixed price package

• External development resources at a ratio of 90:10 off-shore and off-site

‘Snapback’ to a new default position and justify any exceptions

DESIGNING A DIGITAL ORGANIZATION Erik Slootan eir Ltd

Living & Being• HR• Internal governance• Collaborative

Customer Interaction• Discovery• Buy (Procure & Pay)• Fulfilment• Use/online

Data & Security• Protect

• Monitor• Report

• Regulate

Process Digitalisation• Product simplicity(Legacy)

Modelling• Intentional

• Controllable• 24/7

• Searchable

Digitalization

Experie

nce Efficiency

Enable Protect