HIGH LEVEL JOURNEY of DIGITAL TRANSFORMATION

I. CONTENTS
1.

Executive Summary ....................................................................................................................................... 2

2.

Client Name As Is..................................................................................................................................... 3

3.

Our Goal ........................................................................................................................................................ 4

4.

Our Methodology .......................................................................................................................................... 5

5.

Execution (Our Journey to To-Be)............................................................................................................... 6

5.1 Phase 1 Execute Everything (BAU) .............................................................................................................. 6

5.2 Phase 2 - Enable Everything (Developments) ................................................................................................. 7
5.3 Phase 3 Excite Everyone (SMAC Initiation).................................................................................................. 8
5.3.1 Social ............................................................................................................................................................. 9
5.3.2 Mobile ......................................................................................................................................................... 10
5.3.3 Analytics ...................................................................................................................................................... 11
5.3.4 Cloud ........................................................................................................................................................... 13

1. Executive Summary
<Brief about client and why we are in this journey of Digital transformation with client>
DT (Digital Transformation) is defined as Usage of digital technology to improve performance of the
organization drastically. In short, it is about usage of SMAC to improve the performance of your ERP. It
is about taking the organization from inward focus to outward focus. By usage of digital technology, you
are defining as how internal functions of the organization work not only with each other but also how
they cross the boundary of the organization and interact with outside world. Having said that, Digital
Transformation is a journey, not destination. It is a journey where you are not only supporting your
existing business, but also simultaneously transforming to a digital organization. It is a journey where 2
sets of team co-exist; One is living in present, while the other is living in future. Gartner calls this BiModal IT and we ensure to make this journey for you as smooth as possible.
Our methodology for DT is based on a 3 phase model as depicted below:

Execute Everything
Enhance the current IT support (BAU) by bringing in Standardization, Repeatability & Governance

Enable Everything
Create a framework for IT development model using Agile processes and introduce the concept of
Desirability, Feasibility and Viability for prioritization of IT developments

Excite Everyone
Initiate Digital Transformation roadmap in the form of SMAC (Social, Mobile, Analytics and Cloud
transformation) framework and start showing value to the organization

All along this roadmap, we will introduce right KPI and Governance model to ensure that we are creating
an organization that is:
Scalable to cater to continuous growth and diversification
Reporting real time analytics on all the key parameters
Simplification in all transactions
Integrated with the outside partner eco-system

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2. Client Name As Is
After initial discussion with Client, we realized that there are 8 parameters that are important for the
organization and its future. We rated all these 8 parameters and depicted the picture in the form of
Spider Chart shown below.

<Explanation of each of these parameters a bit>

In the next section we present a roadmap to move the rating of these parameters from current state to
desired state. This will also depict a detailed working on How we are going to perform this
transformation over the next 18 months.

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3. Our Goal
Successful digital transformation comes not from implementing new technologies but from
transforming the organization to take advantage of the possibilities that new technologies provide. Our
digital transformation approach is centered on same philosophy.
As we have seen, client falls under fast growth companies and in order to cater to this growth, the
boundaries of work need to expand beyond the organization. This is where client need IT transformation
to redesign how internal functions of the organization Work, Interact and Cross the boundaries of the
organization.
Our goal is to perform this transformation in 3 phases in next 18 months using our DT Methodology and
improve the ratings of all 8 parameters as depicted below:

At the end of this transformation, we visualize an organization that is:

Scalable to cater to continuous growth and diversification
Reports real time analytics on all the key parameters
Provides simplification in all transactions
Securely integrated with the outside partner eco-system

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4. Our Methodology

Our intention to ensure that all the pain areas listed in section 2 (As-Is) are addressed in these 3 phases.
In first phase, we engage with Medi at the lowest possible level and ensure that we bring the
organization at a level where person dependency is minimized while increasing process orientation in
anything and everything we do in IT organization. Our goal is to bring in Stabalization and Repeatibility in
all the support functions.
Next phase takes care of key development areas where we ensure a higher level of participation and
best value with right mix of support and development projects. We introduce the concept of Program
Management at this stage whereby Program manager work closely with CIO to ensure we have right
amount of KPI and governance model in place, thereby creating best value for the organization. All the
development projects are passed through Desirability, Feasibility and Viability in order to prioritize the
engagements.
Phase 2 also pave way for Digital transformation using SMAC framework whereby we leap into the final
transformation phase and have our footprints in SMAC.

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5. Execution (Our Journey to To-Be)

5.1

Phase 1 Execute Everything (BAU)

While we address the futuristic needs and alignment of Client Business with IT, it is very important
that we ensure the current business is not impacted. As a result, as a starting phase, we
complement the client existing IT team and provide a framework to move towards more
standardized and repeatable support model.
Challenges addressed
By bringing in our experience of CMMi Level 3 serviecs along with our recruiment and induction
processes, we intend to eliminate following pain areas in first phase:
1. Resource Attrition
2. IT Support
Moving Closer to our end goal

Key Activities

Enhance IT Support levels and Introduce Key SLA to measure effectiveness of support
Seamless Recruitment and Induction by USM for any Resource Attrition
Ensure BAU is more process driven and actions are repeatable
Remove Person dependency by bringing in CMMi Level 3 processes

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5.2

Phase 2 - Enable Everything (Developments)

In this phase, we pick all the Must have applications and start rolling out mini-developments that
are important for the business. We bring in the concept of Desirability, Feasibility, Viability in order
to prioritize all the development work. And most important, we ALIGN all the development with our
SMAC initiative. This means we bring in the concept of AGILE methodology, DevOps & Social Culture
in this phase and make the organization ready before actually we jump on to SMAC initiative.
A Step Closer to our end goal

Key Activities
Identification and Prioritzation of all development projects using Desirability, Feasibility &
Viability
All developments are executed using Agile methodology with 100% transparency and updates
CIO engage with development and support team to work in the capacity of Program manager
Business Process around integration rules to bring the maturity of how internal functions Work
& Interact with each other
Concept of DevOps introduced and alignment with SMAC initiative kick start
Start adressing the Social culture of the organizaiton to align with SMAC initiative

Project Backlog

Sprint Backlog

User Stories

Demo

Deliverables

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5.3

Phase 3 Excite Everyone (SMAC Initiation)

For any brand to survive it must evolve. This phase is explicitly designed to evolve the organization to
next level of maturity.
While we take care of Support work (SLA based) and Development activities (Mini-projects), it is
important to look at futuristic business models and initiate roadmap for SMAC. This phase will
define as how internal functions interact with each other and cross the boundary of the
organization

Challenges addressed
By initiating SMAC initiatives we will ensure that all the applications and infrastructure is scalable for
future activities and growth the Client is targetting. This phase directly addresses the following 2
pain area:
1. Scalability
2. Moving towards a Futuristic organization
Final Step towards our end goal

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5.3.1 Social
The biggest and foremost need of Organizations incorporating social media in their strategy is the ever
changing customer. Today our customer is much smarter because they have the social media to
research potential purchases prior to even contacting us.
Though Sales is number 1 priority why organizations use Social media, it is actually extensively used by
organizations to stay connected with clients & to understand the feedback of their product / services.
Extensive usage of Social Media within the organization is also visible to engage employees and
incorporate their suggestions and feedbacks.
Most of the organizations mistake social media as usage of LinkedIn, Facebook, Twitter etc. etc. It is not
about usage of tool. It is about culture. The best social media plans are tool-agnostic. One of the leading
publisher said it very wisely Social impacts all corners of the company, and should be more like air
(everywhere) than like water (you have to go get it)
Like any other culture initiative, Social media initiative also has to move in slow and steady pace. Any
social initiative will constitute 3 key elements:
Connect Meet new people
Learn What people are talking about our product
Educate Writing blogs, articles, pictures for spreading education (Not selling)

It is only once we are able to setup the culture in the organization, we are able to fix the one thing that
we are going to target, we know who our audience is, and we have defined the success parameters, we
move towards talking about which tools to use.

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5.3.2 Mobile
A recent report published in one of the leading analysts publication talks about 87% of young population
not leaving mobile night or day..!!

This is the power of mobility solutions that organizations need to be part of. It is very important to keep
in mind that mobility is all about Customer experience and Employee experience. The entire mobility
solution should be designed considering experience in mind and not business process in mind.

Discovery

Reviewing and documenting

core business processes
Identifying mobility
opportunities
Reviewing current security
processes and requirements
for mobile access
Conducting an organizational
scan to document the current
level of experience with
mobile technologies and the
current infrastructure in place

Analysis

Call to Action

Conducting a gap analysis based on current and future

states for enterprise mobility
Developing criteria for prioritizing mobility opportunities
Developing user and solution profiles, and then
developing a mobile solution development strategy
based on these profiles
Developing a lifecycle deployment plan that supports
mobile devices
Developing reference architecture for the top mobility
solutions
Developing a high-level enterprise mobility governance
model
Developing a comprehensive support model for both
consumers and internal employees

Developing the overall mobility

strategy
Developing a mobility
roadmap that identifies the
tactical steps needed to
implement the strategy
Developing a high-level cost
model for implementing the
mobility strategy
Developing recommendations
for mobility policy and
governance

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5.3.3 Analytics
The objective of Analytics is to equip the organization make smart decisions and ensure every decision is
not only right but productive. It is important to define the GOALS of Analytics at very high level before
initiating any Analytics project. Goal to Outcome is the approach that we adopt in our Analytics
engagements.

As an example, if we choose Product Sales as one of the area where we kick start analytics campaign, we
will have following KPI and activities to track, measure and predict performance.
1. Acquisition
We start by looking at how traffic was acquired. How were users sent to the website and from where?
Some of the sample goals / KPIs we can track
Organic Search (SEO)

Paid Search Marketing (SEM)

Social Campaigns

Banner Campaigns

Links from External Sites

Links from Online Videos

Email Recipients
2. Engagement
Next we will consider what sort of user activities we could be implementing and the corresponding
micro-conversion goals we could set. The idea here is to engage more with users.
Sample goals / KPIs:

Account signup / Email signup

Saving product to wish-lists

Adding item(s) to cart

Contributing product ratings or reviews

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Watching video

3. Conversion
Next, we will convert that prospect into a paying customer. This is the point at which were finally able
to attribute cost and value to all of the efforts and begin making some decisions.
Some of the sample goals / KPIs we can track
Return on ad spend (ROAS)

Return on investment (SEO, Social)

Revenue

Average order value

Average time to complete order

Average visits before conversion

4. Loyalty
Lastly, the analysis can only be valuable, if you do not take it in isolation, particularly if you have return
visitors or a more sophisticated sales and marketing operation that involves multiple touches prior to
conversion.
Some of the sample goals / KPIs we can track
Acquisition Rate

Attrition Rate

Retention Rate

Wallet Share

Customer Participation

Customer Price Elasticity

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5.3.4 Cloud
Though Cloud comes at the end of SMAC, it is one of the most critical and important element of entire
SMAC initiative.
Built up over a decade of development, most of the applications in the organizations are evolved as the
shape of the business evolves. Obviously business is not able to do away for even a minute without
these applications and moving these applications to cloud is not as simple as it sounds.
The key objective of any cloud readiness initiative is to achieve Standardization, Automation and
Optimization to deliver IT services through a network. In technical terms, this is called DevOps.
With this objective in mind, lets see various options available. There are 3 cloud service models that are
developed to cater to cloud services:
IaaS (Infrastructure as a service)
PaaS (Platform as a service)
SaaS (Software as a service)
Easiest way for cloud migration is moving As Is, however, it gives you nothing more than elasticity and
utility pricing. There is no business transformation in this approach. Unless your applications are
developed as web-service in first place, it will need architecture driven modernization.
We recommend following 2-step model to migrate the applications to cloud and derive bigger benefits
of business transformation:

Application and Data Architecture migration

o Legacy application first need to be modernized using conversion tools to .Net / Java
o Redeploy on Public / Private cloud and utilize Cloud architecture principles such as
Microservices
o Break up large monolith software into an array of small self-contained services making it
easier to implement change at a faster pace.
o Incorporate DevOps culture - Continuous deployment at faster pace
Business Architecture migration This is where business model itself is transformed
o With web and mobile platforms established, Business executives can easily build social
communities around their core business processes and explore beyond traditional scope of IT
o This is how cloud investment is justified and not by mere migration As-Is

Our Cloud service offerings include following 6 services:

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