Customer Not Digital Transformation

Having just completed arguably the #1 transformation in Australia (possibly the world) I have learnt (the hard way) a thing or two about what to focus on.

In a published whitepaper from the Gartner Group, our transformation was called “Exemplary Public-Sector Digital Service Model”

Vivek Kundra (ex US Fed CIO for Barack Obama) said “The mistake you guys have made is this… you think you are #1 in Australia; I want to tell you, what you have done here… you are #1 in the world”

A couple of proud moments (yep, I tell everyone!) for our team.

What is interesting here is the language used.  Gartner didn’t call it a digital transformation.  They called it a Digital Service Model… because that is what it is.  In reality it is a Customer Service Transformation (underpinned by digital channels and technology).

I have met with over 40 institutions who are getting ready to start their transformation journey.  95% of these were focusing on the technology and not the customer.

Digital Transformation – The process of using new technologies to become more innovative, agile, and above-all else, customer-centric.

Don’t ever forget, Continue reading Customer Not Digital Transformation

Leadership Tip (series) Achieve

No-one likes a long running task.  Day after day, coming in to work to do more of the long running task.  Its a demoraliser…

I teach teams an agile/SCRUM trick, and that is to create your tasks so they can be completed within one day.  This way you go home with a sense of achievement, not dread!

Impossible you say… well let me explain a bit more.  I don’t mean Continue reading Leadership Tip (series) Achieve

Dirty Agile

The other morning I was a guest presenter (I really don’t like that word… I interacted with people) at a breakfast with Deloitte in Brisbane.  The topic was, agile, how I’ve implemented it and the results achieved at my latest client.

Half way through this session I chuckled to myself and coined the phrase ‘dirty agile’ – agile from the trenches.  Since then I have received a lot of interest in dirty agile.

The term dirty agile reflects scrum after many retrospectives.  The flavor of agile that we now run throughout this program can be clearly traced back to the manifesto principles and you can see its roots are in SCRUM, however it fits the organisation, their risk tolerance and low project maturity very well.

Jeff Sutherland – the founder of SCRUM explains that SCRUM is ‘onboarding for agile’.  It is a set of ‘rules’ to get you going, it is not Continue reading Dirty Agile

How to get people to innovate

My plane from Sydney has just been delayed 4 hours.  I’ve just finished up facilitating a day long workshop with a high energy client.  My brain is alive with ideas, i’m pumped, so what better time to write a blog on innovation.

Ok, i’m going to correct myself right here.  You don’t GET people to innovate.  As a leader you create an environment where innovation, ideas and suggestions are the norm.  Then, using the right ‘tools’ you stimulate and capture innovation.

Innovation, sadly its a term that has been used to death, but I hope that it never loses its importance in peoples priorities.

The days of having an idea then milking the market for 20 years with the same idea are all-but-gone.  Companies, and now Governments need to continually be coming up with better ways to do what they do, continually changing what they do, testing, ditching the failures, leveraging the wins and trying again.

… but how to do embed a culture of innovation through our your team, your department, division or enterprise?

I have implemented what I call the ‘Innovation To Implementation Cycle’ which has consistently shown great results – it is not easy to implement, but if you don’t…

I’m going to put some Continue reading How to get people to innovate