Telkom Indonesia and the Open ROADS Community review the Open Digital Maturity Model as a Digital Transformation tool
The Open ROADS Community held a Preparation Workshop with Telkom Indonesia (Telkom Group) in Jakarta from January 12 to 13th, 2017. More than 40 Telkom executives attended, led by Indra Utoyo, Telkom Group Chief Strategic Officer and Chairman of the Transformation Steering Committee, and Saiful Hidajat, Director of Telkom Group Transformation Project. Attendees included Telkom’s Chief Financial Officer, Chief Human Capital Officer, Telkomsel’s Senior Vice President Customer Experience, and Vice-Presidents of customer-facing and functional units.
The Workshop provided participants with an introduction to the Open ROADS Community and its objectives, as well as a detailed review of the assessment categories in the Open Digital Maturity Model (ODMM) framework. The ODMM is a rigorous assessment tool developed by the Open ROADS Community which allows communications operators and other enterprises to benchmark their digital transformation progress to become Digital Service Providers (DSPs). It helps enterprises identify the steps required to achieve its digital business aspirations, and ranks its current capabilities along sixdimensions:
- Strategic Dynamism
- Digital Culture & Skills
- Optimal Customer Experience
- Data Centricity
- Service Innovation & Operational Excellence
- Digital Technology Leadership
Each dimension, developed by a cross-functional Working Group of Open ROADS Community members, is a critical suite of digital capability, and together they comprise a comprehensive portfolio of the assets, processes and strategies of a successful DSP. Enterprises need to understand where they can improve their capabilities and processes within their digital transformation initiatives , and identify specific actions to make these changes successfully. The ODDM provides carriers and other enterprises with a precise gauge of where there digital businesses are, and how to eliminate the gap between their present state and their aspirational one.
Open ROADS community Technology Diplomats engaged in extensive discussions with Telkom executives around their 2017 strategic targets, and how they linked to the various dimensions of the ODMM.
Pak Indra shared Telkom’s 2017 strategic plan, which, in addition to implementing an ODMM assessment, centers on three areas for improvement in 2017: Telkom seeks to create an Optimal Customer Experience through improving the company’s Digital Culture and Skills, and Service Innovation & ‘Optimized Delivery’—Telkom’s preferred term over ‘Operational Excellence’ as, as Pak Indra explained to the Open ROADS diplomats, “to win customers in our competitive marketplace, we must optimized in delivery”.
Telkom Group Focus Improvement in 3 categories
Telkom executives also shared with Open ROADS diplomats their own innovation initiatives, the progress they have made towards achieving their goals, and the digital transformation challenges they have experienced thus far. This dialogue and experience sharing provided significant detail which can be further incorporated into the ODMM and other Open ROADS Community tools and frameworks.
Workshop with Telkom
There were four in-depth sessions over the two days of the workshop, in which Technology Diplomats worked with Telkom executives to align the ODMM with Telkom’s three primary 2017strategic targets.
Telkom currently leverages large amounts of customer feedback using big data analytics and social media analysis. It also looks closely into trends surrounding customer demand for product and services and ‘micro-demands’. Telkom’s goal is to build on this platform to achieve cross-functional accountability to develop a centralized customer experience department to orchestrate and integrate customer-centric programs across the group.
Telkom workshop and Open ROADS Community attendees both worked to understand the ways that governance can be used to drive business units to promote new innovation services. Participants also discussed the preparation and implementing plan for driving digital transformation.
During workshop discussions, Telkom participants shared challenges and successful transformation experiences to date, as well as their future transformation targets. Keen to ramp up their digital culture and skills capabilities, one area Telkom executives discussed at length was how to develop the best remuneration and incentive schemes to inculcate a “founder’s mindset”—start-up principles and entrepreneurial thinking—within team members across the organisation, in order to encourage continuous innovation. All of Telkom team members’ examples and suggestions in the ODMM workshop were recorded by Open ROADS technology diplomats, to ensure that these lessons learned will be incorporated into future iterations of the Community’s digital maturity assessment process.
ODMM brainstorming session
ODMM brainstorming session
Organizing the discussion around ODMM categories helped focus the discussion current industry thinking and best practices, and to build a holistic view of an organization’s digital assets and capabilities, which allows attendees to see each digital transformation dimension in relationship with every other category.