Enable Your Collaborative Culture Contents

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Collaboration

Enable your collaborative culture Contents

Digital 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 Collaboration

Digital transformation begins with culture

The last decade has seen digital based start-ups quickly gain market Enable collaboration share, their philosophy: Research undertaken by Deloitte and Google2 has shown that when •• Focus on the end user experience and all else will follow. Australians collaborate they are able to complete work 15% faster, •• It’s best to do one thing really, really well. with 73% feeling that they do better work, and 60% feeling they are more innovative and satisfied. Over half of employees and managers •• Fast is better than slow. acknowledged that the time saved in completing tasks was an outcome of collaboration. 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 today Become a digital To stay relevant and competitive in the digital age, organisations are realising a cultural shift in their workplace is required. In fact, only 23% business, not just of Australian businesses have rated themselves as highly prepared for digital transformation.1 a business with Improved organisational collaboration provides the best opportunity for digital. organisations to build an agile enterprise that achieves customer centric operational excellence today while delivering innovation for tomorrow.

1. Australian Change Readiness Score, Optus Future of Business Report 2015 2. The Collaborative Economy - http://www2.deloitte.com/au/en/pages/economics/articles/collaborative-economy-unlocking-power-of-workplace-crowd.html

3 Collaboration

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

Are you standing still? 55% 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

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

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

4 Collaboration

The collaboration landscape

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.

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

Collaboration technology

Video Conferencing as a Service (VCaaS) Unified Communications Immersive video rooms Contact Centre as a as a Service (UCaaS) Online Video Virtual meeting rooms Service (CCaaS) Mobile collaborators Skype for Business (Content streaming) Interoperability Omni channel Mobile collaborators Empowered agents Employee engagement Learning and development

6 Collaboration

Adoption of collaboration technology at Optus

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.

Customer focused United and connected Empowered and Passionate and Future oriented trusted committed > > > > > Integrated Connecting Drive Increase staff Collaboration collaboration people quickly productivity by engagement is at the heart environment and efficiently empowering by facilitating of providing permits an through utilising staff to connect simple, rich contemporary agile workfoce integrated anytime, and engaging digital services, capable of being collaboration anywhere from collaborative products and more responsive services across any device. User experiences tools for staff to customer the organisation, choice around needs there by participation breaking down and internal barriers collaboration and silos including the ability for time shifting, device selection and attendance method

7 Collaboration

Strategy: moving towards an innovative organisation

Top down cultural change – “the message” Bottom up technology change – “the platform” Fostering key values of empowerment and trust is a key requirement The workforce will develop an increased appetite for change as a result from senior leaders, and the executive team, in order to drive a change of the new culture within the organisation, driven by the leadership in their own and staff behaviour. This combined with availability of team. Provisioning for experiential learning along with embedded collaboration capabilities will enable staff to adopt the required change accountability and ownership will speed the benefits realisation process in behaviour. and thus provide for increased staff satisfaction and higher productivity.

Effecting a new collaborative culture requires unwavering support and To enable adoption by staff it will be necessary to rollout the agreed communication of the initiative from senior leaders. Organisations must collaboration toolset, ensuring its widespread availability and staff consider developing marketing and communications strategies that trained in its use. 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 Described as the ‘bottom up’ element of the strategy, staff will be enabled culture will bring. provided with access to the collaboration toolsets, and have a choice of how they wish to engage in events, for example – immersive video A critical starting point, and arguably the most important first step, conferencing in a dedicated room, via video conferencing at their is for the senior leadership to demonstrably embrace collaboration desktop; or if the staff member cannot get to a video device, then via with continual use of the collaboration technology. Leadership must voice only technology (desktop/laptop/tablet/smartphone), this device communicate with staff, conduct meetings, and share information via or method is the choice of the staff member. the collaboration toolset.

Collaboration transformation strategy

Empowerment

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

Capabilities

Enables Collaboration Transformation

Self enablement Enablement

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

The road to a transformed state

Cultural ambition Technology adoption Technology is only one of the enablers for change, organisations must For collaboration to be successful it must not simply be deployed, it have the drive and willingness to nurture an innovative and agile must become ingrained in daily operational work practices. In order to workforce. A cultural identity cannot simply be imposed by the senior encourage and familiarise broader teams with new tools, executives leadership, it must be approved and embraced by all employees as a must lead from the front in both communication and usage of the new whole otherwise it will fail and the organisation will default back. collaborative capabilities. A critical starting point for this, and quite possibly the most important first step, is for the senior leadership to Executive sponsorship demonstrably embrace the collaboration toolsets. Executing 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.

9 Collaboration

Optus Collaboration

At 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 on World class partners Optus Managed Collaboration Services is an We work with and are accredited by best- Australian based team with a proven track in-class vendors to ensure you have the best record of fostering cultural change in some of available collaboration tools. Australia’s biggest organisations. Our team •• Cisco Gold Partner with ATP Telepresence of experts make sure all of your collaborative Master tools are online and ready for the day of meetings ahead. •• 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

Give us a call .

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 conversation

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