The Challenge: Resolve ongoing poor staff experiences

A Northern Gas Company were suffering from inconsistent and poorly performing business applications. In turn, these applications were affecting staff morale, productivity and the overall human experience.

As their prime supplier NGC turned to Vodafone to resolve ongoing experience issues and provide an overall performance improvement. In particular, NGC tasked Vodafone with regaining lost productivity. In turn Vodafone engaged with Actual Experience who have experience in identifying productivity gains in similar multi towered environments.

At risk by doing
nothing

$4 million

Working hours
recovered

200,000

Productivity
recovered

$3.5 million

How Human Experience Management helped

An initial Human Experience Audit was conducted across the entire digital ecosystem. The Audit report provided a common business language anchored on employee experience and identified a number of actionable, (otherwise undetected) insights, across the whole ecosystem of multiple providers to improve application delivery and staff productivity.

With this information Vodafone were able to provide NGC with useable and actionable instructions to manage their other suppliers and for Vodafone to make data driven recommendations into NGC’s application delivery strategy.

 

Why is this important

Vodafone were able to take on the consultative role of strategic advisor and through the use of actionable data gained from the Actual Experience Audit provide valuable insight to enhance NGC’s digital ecosystem.

NGC were also able to regain lost productivity through improvements in Human Experience. Then with empirical evidence provided by Vodafone and Actual Experience, NGC made the appropriate data driven investments to their application delivery systems to enhance the ongoing employee experience and productivity gains.

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