Organically Building a Digital Transformation Program
- Darcy Patten
- Mar 31, 2018
- 3 min read
Sharing my story of continuous organic evolution as I launched and continue to build a Digital Transformation Program. Starting with a private cloud utilizing a low code application development platform, the program systematically transformed every area of our team including culture, process and work styles. Two years after launch we have 900 users, over 35 production systems and the platform is used by every ministry in the Government of Alberta.
Video Transcript Notes:
Hello everyone, my name is Darcy Patten and today I want to explain how we built a digital program, the Dynamics service.
In August 2015, the concept for a new GoA program was established. The goal, to launch a private cloud using the Software as a Service distribution model offering the Dynamics CRM product to the GoA user community.
The Dynamics Service officially became available in Feb 2016 and this marked the start of a journey of innovation and transformation. A little over 2 years later we have over 35 production applications with almost 900 users across every ministry.
Today the Dynamics Services uses fast feedback loops for continuous learning and this video will show how this became the key to our success.
Key Events In Our Evolution:
On May 3rd, 2016, the Fort McMurray tragedy was just beginning due to a wildfire nicknamed “The Beast”. This catastrophe resulted in the highest insured natural disaster in Canadian history. However, Alberta and the world responded and the Dynamics Team became involved, automating an emergency call center that managed up to 8000 calls a day. In one week, with daily releases of new functionality, the call center was transformed into a paperless environment that provided better service to citizens, the RCMP and Red Cross.
After the emergency, we identified these 3 success principles:
1) a prebuilt application platform,
2) accelerated low-code software delivery,
3) an Agile method of collaborating and communicating with the client
In April, 2017, the Dynamics team started a journey with the Executive Council to build a new system for all ministries to track initiatives with the added pressure of a cabinet retreat on the horizon. In 8 short weeks, a brand new system was stood up, cross functional teams were organized that built a culture of trust, community, cooperation and support and these teams successfully rolled out the system for 180+ users across 22 ministries in the GoA. To satisfy auditor requirements and still meet timelines, the Toyota A3 lean document template was implemented for the majority of written deliverables. The resulting business value justified subsequent phases over the next year and resulted in the initiative being nominated for the Premier’s Award. Three success principles were identified:
1) Cross Functional Teams
2) A Culture without fear
3) Lean techniques
In May, 2017, the Dynamics team started a project with the Ministry of Transportation to deliver the Ignition Interlock Program – a system that manages devices installed in vehicles of those convicted of driving under the influence. The power of a connected customer ecosystem was leveraged through multi-platform integrations linking Dynamics to the Moves mainframe application and an external business partner system. Micro service patterns were designed with an enterprise vision of reuse and distribution through a community of practice for other development teams on the Dynamics platform. Repeating the feedback loop, the following lessons were learned:
1) Enhance the Customer Experience
2) Plug and play solutions
3)Foster and grow a Dynamics Community
So what are we doing today? Well, we have started the development of an Agile training course to help our clients understand what it means to work in an agile way. We are also holding brown bag communications to socialize the art of possible and share the lessons we have learned in our travels. And we have flattened our team structure and empowered those team members with the knowledge to make the decisions that align with a clearly defined purpose. Building on our principles:
1) Remove the hierarchy
2) Encourage free thinking human beings
3) Provide a clearly identified target
So why does all this matter? Well, rapid speed to market for applications built with a centralized repository on a shared platform triggers a cascading effect. One that leads into new and instant reporting that allows for a deeper understanding of the effectiveness of a business. This ultimately provides a realization of customer pain points through data accuracy, reliability, and consistency. Which finally leads into business process change and innovation. With the trust built with the Dynamics team, the cycle is then repeated leading to continuous improvement. And the final principle we have learned:
1) Everything we do drives business innovation
So what is the Dynamics Service? Simply put, It is an ongoing journey of Digital Transformation
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