CONCURRENT SESSION 1B
Wednesday 6 September 2017
Time: 1.30pm - 3.00pm
Enterprise Service Transformation
The organisational process is service and support. Which to each person presents as a different need. By having an organisational approach to service delivery, we can spread ourselves horizontally to hide the business silos and focus on delivering excellent service every time. And when we do it right its praised and shown for all to see. Equally so for when we get it wrong.
It breeds accountability in teams and develops a partnership relationship between the service provider and the customer.
The solution we have built in Dynamics 365 has service excellence written all over it. We’re making use of the service solution, possibly not completely in a manner that it was intended out of the box, but we’ve made it happen and it’s changing our business for the better. It’s using the latest web services from Azure and in phase two December 2017 will be making use of the Luis language and cognitive services engine from the Azure AI services engine connected to our Dynamics knowledgebase.
From here were extending further to bring in social listening, and risk evaluation to dynamically predict who needs us most, so we can be efficient in targeting prevention.
We believe were truly innovating, and meeting the conference theme for strategic support and leadership.
The project vision was outlined as a concept brief in late 2016, where we dug into the business process shortcomings. After participating in the Performance Excellence Study Awards program that year it was clear from an organisational perspective, we had cracks in our service offerings and no way to show our effectiveness.
The customer would be bounced from team to team, and in some cases forgotten. We were not able to manage the transition between teams, or monitor the progress or health of the customer within our business. Now we have single platform that holds the customer as the focal point and we deliver the service and support around them. No matter if, it’s a flicking light in a study space, broken computer, or blocked toilet. There is one place and one service metric.
This service project was about the customer, but also about how our organisation could become excellent. Now we can show what we do and how it helps to achieve our strategic goals. It gives staff a method of seeing progress amongst the business as usual, and pulls teams together to row in the business’s strategic direction.
In September 2016, we began evangelism workshops with all service departments, effectively selling them the vision for a centralised service system. We had a lot of apprehension. Many of the departments were quite happy working from a shared mailbox, and didn’t really see a need for change.
In November 2016, we started the functional and design thinking workshops with all the stakeholders. The net result of this was a detailed set of requirements and views in all known perspectives. From this, we were able to go out to market to select a partner and technical solution.
In December, we began detailed documentation of the solution. This would form the project timeline.
In January 2017, we started physical development of the system in DEV/ UAT and now Production. It has been very complex and time consuming to date, but it’s an excellent solution.
People: Teams not thinking they needed a system to manage their workload. It took many hours of conversation and examples to bring on-board.
Product selection: So many on the market, difficult to dig through the sales material for real use cases.
Being First: As far as we know, were the first in NZ to have developed a system that reaches this far across our organisation.
We evaluated at Salesforce, WorkflowMAX, ZENdesk & Dynamics 365. Our solution development partner was selected as Fusion 5 with product Microsoft Dynamics 365 online - Service.
Our solution is built in Microsoft Dynamics 365 Online. This is where the bulk of our data, customisations and integration work has been developed. Feeding this are various Azure app services and webjobs to push and pull data from our Azure Active Directory into CRM.
Our on premise data was integrated to Dynamics 365 using the Kingsway Soft tool, which is working well for bi directional sync.
Our customer portal is using the out of the box Microsoft Dynamics 365 portals, which has been customised by our in house development team.
Steven Turnbull is the Chief Information Officer at Otago Polytechnic He has over 15 years experience, spanning from hands-on technical roles (service, engineering, operations management) through to director leadership roles. Steven also forms the learning environment entity (IT and Facilities) at the polytechnic and understands the needs of the industry. He is also a member of the Otago chamber of commerce, and various national voluntary organisations.