A digital transformation requires a digital workforce that can access and share information and collaborate across the organization. Ideally, the organization will move toward developing integrated technology tools within the context of a digital culture.
— By Shaniqua Thomas
A digital transformation is not simply a matter of adding new technology tools and calling it done. The word “transformation” itself is a clue that it is a process involving more than buying the latest and greatest technology and presenting it to employees as the wondrous software or application that will revolutionize how they work.
The reality is that a digital transformation means the organization has developed a digital culture that provides context, a set of integrated technology tools that provide seamless access to information and support collaboration, and a digital workforce of skilled and knowledgeable users and supporters of the technologies. It is the workforce that enables the transformation, which is why the process starts with people or the employee experience. People must be willing and able to use the technology to its fullest advantage to improve work and organizational performance.
Culture is critical to the digital workplace, but the culture will only thrive if employees use technology to get and share information, present new ideas, collaborate, learn and develop, ask questions of experts, and communicate with managers at all organizational levels. For many organizations, this requires major employee behavior changes.
A digital transformation takes time and an investment of resources, but it also requires a change in the culture. Technology is only as productive as the people who are willing to use it and have proficiency in its use. This is why beginning internally and improving the employee experience makes sense.
Ultimately, people should be able to go a single place to get information, collaborate with other employees, share creative ideas for innovation, and access management. They also need the ability to access the information and collaboration tools 24/7; access the digital tools in the preferred manner, from computers to smartphone apps; and have access to various information forms, from enterprise social media and programs to emails and instant messaging. The culture must change because it is a 360-degree change from a create and push information system to one in which people are motivated and engaged to seek and share information as a path to more efficient and higher quality job performance and career progression.
Companies are at various stages of digital transformation. The most advanced are already using artificial intelligence (AI) to transform knowledge sharing and help employees grow.
Mott MacDonald is a London-based global engineering, management, and development consulting firm. The company operates in 50 countries, and it has 180 principal offices and 16,000 employees. If the company could create a knowledge network that leverages the vast amount of expertise, knowledge and skills in such a complex large workforce, organizational performance would be greatly enhanced. Company projects range from engineering feats like transforming the John F. Kennedy International Airport in New York to using advanced analytics to help keep New Zealand beachgoers safe from polluted water. To promote knowledge and information sharing, Mott MacDonald chose Microsoft 365's Project Cortex.
For Mott MacDonald, Project Cortex uses AI to develop a knowledge network that automatically connects and organizes content into topics, generating topic cards. Employees can click on a topic card and find information, gain new knowledge quickly, and access expert advice. Each topic card gives access to documents, videos, diagrams, and so on. The cards can direct employees to colleagues on a global basis who may have needed expertise or the right knowledge. The knowledge experiences build on the company's existing SharePoint content services (which includes a large cloud content repository) and are integrated with work tools like Microsoft 365. AI extracts information from structured content like forms and invoices and unstructured content like legal contracts. Metadata is added, and documents are classified into topics.
Knowledge sharing through technology enables new employees to start performing much faster and provides the workforce with access to a unified, intelligent search experience. The Mott MacDonald model has all the necessary features to promote collaboration and learning.
Seeking and Sharing Information
Many other companies are on the path toward a unified information system but are not implementing AI-driven systems – yet. There is little doubt that AI will impact most companies at some point, especially those that pursue a digital transformation.
Companies are at different stages of progression toward a digital workplace, but there are some key principles to adopt.
One is ensuring communication barriers are removed. This is difficult for some companies that are used to restricting communication access and the type of business conversations held. Traditionally, employees talk about products, services or responsibilities as specifically related to their jobs. They were not encouraged to cross functions or submit ideas for projects outside their job description.
The digital workplace is focused on sharing intelligence, and making information available when and how they want to access it. The information made available can include everything from customer conversations to technical product information. Virtual assistants are increasingly used to help collaborators and information seekers get to what is needed.
The Digital Culture of Empowerment
The digital culture is a critical element. Without the right culture, employees will not be willing to take advantage of enabling technology, and a digital workplace requires significant changes in employee behaviors. They must be empowered and actively engaged in the transformation process, and in return the digital workplace contributes to the empowerment by providing the right tools to access the information, collaborate, and share perspectives and creative thinking.
The digital culture is based on employee autonomy and transparency, choice, and personalization. Moving from a traditional business culture to a digital culture can lead to enhanced employee engagement, better communication, more satisfaction, and higher productivity.
The fact is that a digital workplace is a human-centered workplace despite its reliance on technology.