The Workflow Hero


The Workflow Hero

In our recent webinar, The Rise of the Citizen Developer, we discussed a rising theme alongside Forrester Research, which is that businesses are looking at utilizing less-technical resources to solve technical business problems. During the webinar we invited Rogers Communications to discuss how they’re applying a citizen developer strategy to scale process automation across its large, industry-leading organization. And today, we’re publishing details and best-practices in a first-of-its-kind paper.

The Workflow Hero is a paper unlike any we’ve published before. This paper describes Rogers’ program and approach, and provides a set of recommendations for others considering or implementing similar automation programs. You’ll learn about the drivers of the program and its core elements, project selection guidelines, project journeys, and more.

Rogers Communications is a leading diversified Canadian communications and media company. They are Canada’s largest provider of wireless voice and data communications services and one of Canada’s leading providers of cable television, high-speed Internet and telephony services to consumers and businesses. Jordan Haberman, Manager of Workflow Transformation at Rogers, has been spearheading the program along with his dedicated team of engagement primes. Additionally, Jordan and his team have fostered strong partnerships with the Rogers K2 development team and with the citizen developers from across the Rogers business units. Collaboration among the three groups has been one of the key pillars of the Workflow Hero program.

Automate every process in every organization. That’s the mission. Automate is the most important word, but the operative word in that mission is ‘every.’ In our eyes, it isn’t good enough for a process automation platform to automate ‘some’ processes, or even ‘most’ processes. It’s about automating every one of them. And to do that, process automation must be scalable across an entire organization. With heavier burdens being placed on IT, creative thinking and new ways of solving the ‘do more with less’ problem have accelerated. One such theme we’re seeing is the use of ‘citizen developers’ to achieve this very type of scale.

The term ‘citizen developer’ may mean various things to you, or it might mean nothing. When reading that term, you may ask yourself, “Who is a citizen developer, what does that mean?” When we at K2 use the term, we simply mean a non-technical resource that typically resides outside of IT and in a line of business department. It’s less of a title for a person, and more of a title for how solutions are built and work gets done. For instance, common titles of ‘citizen developers’ that we come across include Business Analyst, Knowledge Manager, Project/Program Manager, and SharePoint Administrators, just to name a few. But, that list does not capture everyone that does this type of work today, and the types of individuals that will do this work in the future will broaden significantly.

Despite the murky definition of the term, the idea of citizen development isn’t new. (Check out Brandon’s post from a few weeks ago about that, and about why it’s entering mainstream now.) However, developing frameworks and strategies to enable this kind of work has gained traction only recently. As with anything new, the only way for it to grow is to learn about it and apply various lessons to find success. We take this role of learning and applying for success very seriously, as we aren’t just providers of technology, we are servicers of that technology as well. Our platform is only valuable if you are successful with it.

We hope you find a lot of value in this paper and learn something you can apply. K2 customers all over the world, in many industries, are using different tactics to accomplish the same goal as Rogers Communications. We plan to share more of these stories with you throughout the year. Stay tuned!