Rogers Communications Powers Citizen Developers to Successfully Scale K2 Initiatives

Rogers Communications and K2

At K2, we see firsthand how customers can achieve broad success with our platform by scaling beyond siloed departmental business process automation solutions managed by a core set of domain experts.

The citizen developer model, which many of our customers have embraced, is one in which potential workflow subject matter experts are identified and given the support to be successful in building out K2 applications across departments, thus enabling greater scale of the platform. Although these companies have similar goals, there can be differences in the way a citizen developer initiative can be implemented.

Rogers Communications is one such example of a company successfully implementing such a program.

In 2012 Rogers, a leading diversified Canadian communications and media company decided within IT to adopt a workflow tool to address inefficiencies they were seeing in the business. They performed a proof of concept and K2 was implemented on a relatively small scale, with organic growth throughout the organization, but adoption wasn’t significant. Five years later, however, senior leadership in IT, upon identifying several broken, disjointed and manual processes, decided to make a more comprehensive purchase decision.

A new proof of concept was performed, and once again K2 was chosen as the business process management platform of record. The major challenge though was how to approach a broad adoption of K2 to foster innovation and scale business process automation throughout the company. To address this, Rogers came up with the Workflow Hero program to scale expertise above and beyond what the core workflow automation and transformation team could provide. According to Jordan Haberman, Manager Workflow Automation at Rogers Communications, “A big part of our workflow hero program is about having a citizen developer model where we can have a tool that’s easy to learn and adopt, where you don’t need to spend much time learning it. K2 and its low code approach was a great fit for this need.”

Jordan initiated the Workflow Hero program by performing a pilot with 500 individuals in IT with the idea to educate people to enable a self-service model across the company. The goal in the first year was to deliver at least 15 major Workflow Hero projects across several business units within Rogers.  Prior to this approach projects were externally funded with business groups providing the IT department funds to facilitate and build workflow projects. With the new Workflow Hero model, the business units, for the most part, don’t need to provide funding anymore. They now come to the workflow team and are provided all the tools to be able to use K2 to automate their manual processes using their subject matter experts.

“The Workflow Hero Program is an IT sponsored initiative that gives Rogers employees the opportunity to leverage K2 to automate internal manual processes," said Jordan Haberman, Manager Workflow Automation, Rogers Communications.

Details of the Workflow Hero program

The core focus of the Workflow Hero program was to empower the employee, making sure they get the right tools, education, and support to be successful in their journey, with the right candidates having the will, the skill and the time to work with K2. Essentially the right candidates have:

  • The will – Demonstrate enthusiasm about wanting to automate business processes.
  • The skill – A baseline level of technical skills such as Excel macro development to learn K2.
  • The time – Commit to five to ten hours a week to learn and configure K2 with oversight by the workflow team for the duration of the project.

Additionally, the program has a guiding set of principles that help define the concept to appropriate audiences:

  • Empower employees to work smarter.
  • Partner with employees to ensure that they are equipped to succeed.
  • Diligently tracking business benefits on every engagement. Organizations see the benefits of having someone dedicating their time to learn and build using K2 and see efficiencies but are not sure what the tangible value is. The program analyzes the business benefits to quantify the value so that the executive teams see that it’s not just about the qualitative benefits but also the quantitative and what Rogers is realizing in terms of savings and increased efficiencies.
  • Striving to improve engagements to ensure delivery excellence.

Rogers has taken great care to map out the employee journey to ensure that it's formalized and repeatable so efforts to onboard new members to the program can scale if needed. An initial intake process verifies that a candidate meets all eligibility criteria to be successful with workflow projects. Projects are also vetted for eligibility by mapping out the workflows, assessing project requirements, and looking at current states and where they see success with the project. This also includes a design review to ensure it meets the standards of the stakeholders.

During the automation phase of the project, the core team partners with the new project lead to provide online training as well as oversight of dev/test, configuration and launch as well as providing support as the project transitions to a production environment. The Workflow Hero program also provides a documentation process and infrastructure, providing a SharePoint site to evangelize and go through project lifecycle deliverables. They also have user forums for members to socialize any issues.

Implementing a citizen developer initiative with the Workplace Hero program has proven successful at Rogers as more and more use cases and users are onboarded on an on-going basis. If you would like to learn more about K2 and how citizen developer may help streamline your processes, you can take a look at the following resources.

Driving Competitive Advantage by Empowering the Citizen Developer

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