Workflow Hero


Scaling Process Automation Enterprise-Wide Through Citizen Development

K2 Community teases out the ideas, best practices and lessons learned from some of the most active and successful people using K2. We want to understand what they’ve experienced, learned and accomplished with K2, and share that information across the community. It is our intent to learn from one another and collectively participate in one another’s success.

This paper is the first in a series that we plan to release in 2018, and beyond. These papers will be focused on how businesses are scaling process automation across their organizations, with particular attention paid to “citizen development” strategies and frameworks that are being employed in organizations today. In other words, how are organizations taking platforms like K2 and enabling the line of business, and non-technical, non-IT resources to build process applications to solve unique business challenges and drive automation company wide. Let’s begin, with Rogers Communications.

Rogers is a leading diversified Canadian communications and media company. 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. We spoke with Jordan Haberman, Manager, IT Process Improvement at Rogers, who leads the Workflow Transformation Team and its ‘Workflow Hero Program.’ This paper describes the program and approach and provides a set of recommendations for others considering or implementing similar automation programs.

Program Description

Market leaders are well-run from the inside-out. Jordan’s team helps the business to maximize their effectiveness through empowerment and selfsufficiency. One of these programs is focused on enabling business units to build and manage their own process automation.

The Rogers “Workflow Hero” program launched in June of 2017 and in 7 months, has engaged 250 employees and pipelined 60 projects. They are currently automating 15 processes and have launched 5 projects into production.

The program centers on two key drivers:

  1. Enablement. The Workflow Hero team has set out to provide their business partners with the tools, knowledge and appropriate support structure to be successful on their own. This framework allows IT and the business the ability to innovate more rapidly and scale more effectively.
  2. Partnership. Building a close connection between IT and citizen developers within the business helps to ensure that business units are well supported and empowered.

Though the Workflow Hero Program is still in its infancy, Rogers IT team is not new to process automation as teams have been using K2 for over six years and their K2 processes already touch more than 10,000 people.