How do Data Driven Operating Models, Agile Operating Models and Business Experience connect in Public Sector and Healthcare Organisations?
Neil Bacon
Management Consulting | Digital Transformation | NED | HR Transformation | Target Operating Model | Strategy | Sales & Presales Leadership | Coaching | General Management | Managing Director | Cloud Practice Development
It only seems like a few weeks ago that I was writing about Agile and Data Driven Operating Models.
The past week, I have been struck by the number of conversations that I have had about both items. So often I get asked questions like “how do I actually implement one?” or “I am not sure if this fits with my strategy?”. The final question I have been asked I will probably tackle as its own Blog – and that is “how do I execute both my strategy and operating model effectively”. ?
I would like to start by talking about Business Experience, as it’s an area that I am helping our own Digital Strategy team think about and develop a proposition around. Business experience is a broad subject that brings together the Business Capabilities and Architecture alongside business purpose, values and beyond into how an organisation focusses on both employee and citizen experience.
Many private sector companies have seen the power of customer experience, and some have made it core to their business model, such as Amazon or Disney. Everything has changed since COVID – how people buy, how they work and even how they interact with others. The technological advancement, globally, has been swift and visionary.
The behaviour shifts are not a short-term blip in time. I would argue that some of these shifts are here forever.
What I am observing is that organisations have realised the power of CX and some are even starting to go beyond the basic CX philosophy and to actually arrange and organise the business around delivering amazing experiences. Governments are at the forefront of this change, which may be a surprise to some. A great example is Australia whereby embracing CX with elements of BX and now moving at a rate more than double that of the market averages!
Many organisations seem to be out of sync, too rigid or moving at a pace that is slower than consumer change. In the private sector, if an organisations experience fails to meet the standards set by the leaders in the space, they will struggle to recover and complete. Citizen and Employee expectations have changed and have become far more advanced and fluid – they no longer compare the experience with those in the same space. The slight exception is with Government, where I often hear the comment “Government is Government – I have no choice but to deal with them, no matter how bad the experience might be”
Source: User Testing.com F,33
In the below article2 by my ex-colleagues at Accenture, they surveyed a number of Public Sector workers and found that ?86% of UK public sector employees said that their work aligns with their desire to do something meaningful and that any EX transformation must, therefore, reflect this feeling of purpose and connect with employees on a deeper level.?
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It is exciting to see the opportunity and yet it does require a shift in mindset. One of the biggest shifts for Governments will be to embrace agile operating models from fixed processes and command and control to shifting the decisions down and across the organisation. Even once you consider this, you can start to see where other shifts need to occur. For example:
·?????Technology and architecture need to shift away from enabling business processes or business capabilities towards enabling customer and employee centricity at massive scale.
·?????HR and Talent requires a move away from traditional performance management and metrics towards inspiring and incentivising outcomes for the greater good of the whole organisation and it’s citizens.
·?????From Operations teams delivering efficiencies for the customer in terms of cost savings that often limit growth to providing efficiency for the Citizen. See the below link to the Citizen Dividend
·?????CEO’s need to shift from being concerned about profit or achieving targets towards achieving business purpose and delivering experience. ??
How can Governments achieve this shift? Well, consider the problem statement to be like an onion. Onions has multiple layers that as you extract a layer can look and feel very different. This is the best way to view how to achieve success. You require three core layers:
·?????Business and Strategy Innovation
·?????Service Innovation
·?????Delivery and Execution Innovation
In my next blog, I will explore how to execute each of these layers.
Neil Bacon