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BPO User Experience Impacts on Workplace Productivity (Digital…
BPO User Experience
Impacts on Workplace Productivity
Procurement
standard equipment not keeping pace with where their business is taking them - not consistent across CA / US
approved tech is perceived as too expensive and cost prohibitive
tech refresh cycles are not consistent nor are they keeping pace with tenant / market modernization
policy and process drives people to go to Best Buy and expense it -
in 2016 62% of IT spend was done through Concur
process is over engineered / burdensome - takes too long to get anything
Usability & Learning
desk phones are expensive and only basic features used by most users
decisions for new tech don't seem to be drivin from a usability perspective
IE is dated , most people use Chrome
Infoxchange is difficult to find things because the content is not actively curated
learning content is not meeting the needs of the business
no guidance or training on using individual tech effectively
little to no tech training for new hires
Digital Productivity
other than email, can't do much on a mobile phone
follow-me printing in NYC and not in TO
conference room tech
not consistent or balanced across the rooms to meet business needs
too complex to operate and users tend to avoid it because of technical issues/challenge risk during meetings
confusion and conflicting knowledge on how to use it productively
Wi-fi can be unstable, connectivity to enterprise apps is "sluggish" from the properties
too many password prompts forcing people to rest
remote / mobile access discourages people from connecting away from the office
sharing large files is challenging even internally - easier to use Dropbox, Google Drive
distribution list are a challenge and impacting communications
Service Desk
generally people see little to no value in the service desk, they will avoid calling if they can
User tickets are closed without resolution, they feel the Service Desk's motivation is to meet their SLA and not provide a solution
they are not advocating for the user, so users beleive that you need to "be on top of them" to get proper closure
getting access to business systems can takes up to 3 weeks
Desk-side people are great, getting desk-side people following protocols is painful and not timely
Power-users fell like they have no one they can go to for support
properties feel like nobody cares about them and people on the Service Desk don't understand our business
Service process is perceived as inefficient and illogical
users beleive that approvals are required for "everything", and the approval rules are inconsistent with other authorization policies
user feel that too many tickets are required for the on-boarding process
Approvals get stuck in workflows when employee change, disrupting efficiency
Communication & Procedure Clarity
when new tech is rolled out it does not appear to be well coordinated or communicated
users are not clear on BYOD policies
no transparency of corp mobile plan usage and coverage
on-boarding process is complex and not clear
Many people are not clear on who to contact for what, or where to find information they need
little to no meaningful feedback on status of incidents and requests
Approval request emails are missing information to allow recipients to take immediate next actions
People are not clear what the back-up and recovery process / policies are