Knowledge, Collaboration, Crowdsourcing and the Future of Service Work
Alex Kass Digital Workforce Innovation
Initiative Accenture Labs
Hi, I’m Alex Kass, A Fellow in Accenture Labs. Thanks for spending this time with me!
• Ph.D. in Computer Science / Artificial Intelligence
• >25 years experience working at the intersection of technology, cognition, and human performance.
• Worked in academia, startup, and then joined Accenture Technology Labs in 2004.
• Currently lead the Digital Workforce Innovation Initiative
• Help Accenture and its clients leverage new technology to re-imagine how to get work done.
• The team, in Silicon Valley and Bangalore, defines and proves out new approaches to collaboration, knowledge sharing, and bringing the crowdsourced liquid workforce to life.
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Digital Workforce Innovation is about leveraging technology to re-imagine how a large enterprise gets work done…
Copyright © 2017 Accenture All rights reserved.
…at the individual level: the team level: and the organizational level.
…Intelligent assistance; just-in-time access to knowledge…
…new collaboration tech, especially for distributed teams …Static hierarchies replaced by
dynamic labor markets.
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How have leading organizations driven workforce transformation with digital technology?
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Contextual Expertise Recommendations
Intelligently-Filtered Chatter Feeds
Automated Context Capture
Integrated Social Workflow
Multi-Channel Mobile Collaboration
! Right Skilling ! Learning on Demand ! Improved Incident Resolution
Marrying Process Execution and Social Collaboration On the Spot (SCOTS) SCOTS integrates SFDC Chatter and mobile workflow support with automatic context capture to support the mobile field force.
Field Engineer gets recommendations on relevant experts on the service request
While working on a service request, relevant experts who could help the field engineer on the given request are suggested
The biggest change we see coming is at the Organizational level
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Manage a fixed team of
resources you own
Orchestrate ad-hoc teams of resources sourced on
demand via a variety on online labor markets
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Benefits
Agility• Accesslargeuniverseoftalentondemand
Elas/city• Scaleup/downfast
Efficiency• Op8mizedu8liza8on
• Self-service/disintermediatedresourcealloca8on
Engagement• Employeesspendmore8meworkingonwhat
theycaremostabout.
SupportExecu8onwithLiquidTalent
EnableLiquidTalentSourcing
Unleashing the Crowdsourced Liquid Workforce AddAutoma/on
toReduceFric/onatScale
Crowd Advisor
Digital Workspace Test Plan Inspector for Crowd Crowd-Powered Process Toolkits
Helping task owners and talent owners find each other
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Post Jobs
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A simple form guides the posting of a job.
You can target the profile of people on the bench based on:
location, skills, and level. An email is sent to all resources matching this profile on the
bench
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Discover Open Jobs
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Open jobs with details are listed here to which
anyone can apply
Talents matching the job parameters are notified via
email and can apply through a link
We created Labs in a box with a hybrid team (18 people total) crowdsourced from both internal and external crowds
External public crowds come in many flavors. Different service models and different kinds of talent
Diversefreelancingtalent:Graphicdesign,
coding,wri8ng,videography..High-enddevelopers Mul8-weekInnova8on
ChallengesTes8ng
DevTeams ContentModera8on
Alliance, minority interest, MSA, numerous hands-on experiments
MSA near completion
Initial conversations, ready to start experiment
Consul8ngStrategy
Initial conversations
Initial conversations
Expertdatalabeling
Pilot in progress in Operations Pilot conducted
Labs has run a series of experimental projects leveraging external freelancers and hybrid teams - in partnership with CIO and others, (From 3-person video projects to 30 person app development)
3. Large process-digitization portal
1. Short BD video 5. Innovation prototype
4. Develop Mobile App 6. AWS migration 8. SSO-Enabled cloud
app
7. Content-management Website
2. Extended project marketing video
Automation example : Crowd Advisor – Automating selection of candidates
• Save1-2hrsselec8ngpertask• Results=topainstakingmanualselec8on
I – FOUR SETS OF CROWD-READY TOOLS ENABLE CROWDSOURCED TEAMS TO EFFECTIVELY COLLABORATE AND COORDINATE WITH EACH OTHER
CLOUD 9 FOR DEVELOPMENT
UXPIN FOR DESIGN
MURAL FOR WHITEBOARDING
TRELLO - PROJECT PLANNING
ONEDRIVE - SHARED REPOS
INTERNAL LABOR MARKET
EXTERNAL LABOR MARKET
SKYPE TEAMS FOR BUSINESS
GOOGLE HANGOUTS
SLACK STORYBOARDING TOOL
1 ONLINE LABOR MARKET FOR HIRING TRANSIENT CROWD
2 COMMUNICATION & ALERT FOR EFFECTIVE COORDINATION
4 COLLABORATIVE WORKSPACE FOR EFFECTIVE JOINT WORK
3 CROWD READY PROJECT MANAGEMENT & SHARED REPOS
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Copyright © 2017 Accenture All rights reserved.
Summary: We need to understand how the future of service work is going to change the ways that knowledge is learned, and used