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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• The technology was out of date – in some cases by 15 years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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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

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me

nt

pla

tfo

rm…and 6, 7, 8 +

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Happily ever after…