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1
Our Digital Transformation
Den Carter
Content and Channels Lead, Colleague Engagement
British Airways
• The most recognised British brand in the world, born in 1919
• 44,000 colleagues + 65,000 contractor/agency workers
• 90% without computer access
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The red flags
BA’s digital workplace had been left unsupported for over five years
• No one ‘owned’ it
• No one cared about it
• The technology was out of date – in some cases by 15 years
90% of colleagues’ main device is a smartphone or tablet – not a computer
• But none of the digital workplace was mobile optimised
BA’s IT, finance and security governance is a challenging minefield
• With a decade of under-investment in employee experience
Colleague NPS was rock-bottom
• Trust in leadership and productivity were low
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Solution principles
Ground-up culture change
Building trust in leadership
Smart devices for everyone
Human
Mobile-first digital workplace
Hyper-personalised
Safe and social
Seamless handovers (SSO)
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We began the biggest people change programme in BA’s history, setting our bold new vision
Telling our story
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Ongoing change
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Evaluate
Hypothesis Alpha Beta Live
Evaluate
OngoingIterations
Digital Workplace roadmap
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2019 2020 2021
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
3 legacy intranets
425 Apps
Print magazine
Yammer
Teams
SharePoint
One
George
Teams
One
350 Apps
Yammer
Teams
SharePoint
One
325 Apps
George
Teams
Trusted partners
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11
Live demo
Introducing One
Our Virtual Assistant, George
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Bot 1
Bot 2
Bot 3
Bot4
Bot 5
IBM
Wats
on
En
gage
me
nt
pla
tfo
rm…and 6, 7, 8 +
13
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Happily ever after…