1. The Digital Communication Journey in Nama Group Presented by: Mohammed Al Hafeedh DPC
April 2016

2. The Digital Communication Journey
2005
2015 Q4
Integration
NAMA domain
Signature
2016 Q2
2016 Q4
2020
Leading reference for engagement and knowledge sharing
Video Conference Implementation
Implementation Roadmap
Corporate Communication has grown significantly in terms of its channels and content management. Communication is one of the enablers of change. When the Group decided to launch its 5 strategic pillars in 2012, the communication programme was developed to enable all other strategies.
To this effect, we have launched the digital communication project late last year to introduce a number of communication channels:
2005 we used e mail as reference, chatting, sending mails, booking calendars and for all communication purposes
THEN in 2015 Q4 we implemented phase 1 of office 365 which includes (Yammer, Lync, Group Portal and )
WHERE in 2016 Q2 we will implement phase 2 of office 365 which includes (Domain, E mail signature and e mail integration)
2016 Q4 we will implement video conference among the group and will provide the full facilities for meeting and training purposes
As a result we will be the leading reference for utility service excellence in the region by 2020
Office 365

3. vs Yammer

4. Enterprise Social Networking Group Portal
Project Features
Enterprise Social Networking
Group Portal
Instant Messaging & Video Conf.
Single Sign-On across platform
Address Book & Calendar Sharing
Office 365!

5. 1 TB of Online Storage per individual
Additional Benefits
1 TB of Online Storage per individual
Ability to work offline using OneDrive for Business
Latest version of Office for multi-devices
15 devices can be connected
Self Service Password Reset
Always up to date
Access information anytime, anyplace!

6. Communication Channels
Purpose
Examples
IM, Vid/Vc, Conf, Sharing, Meetings
Realtime
Real-time Communication
Lync
Seeking / Sharing Information
Discussions, Polls, Ideas, Opinions, Praise
Yammer
Time vs Reference
Lync is fastest
Group Portal contains policies, tenders, NAMA vision & mission
Confirmation internal + external
Confirmations / Records
Reference
SOPs, Policies or other long term information
Group Portal
Knowledgebase

7. Recap of Project Objectives
Encourage Knowledge Sharing
Increase engagement, satisfaction and retention
Improve customer satisfaction through employee engagement
1 Encourage knowledge sharing
Knowledge sharing happens in a multitude of ways and through various channels. Some of the ways in which this happens are:
- Quick Answers
- Detailed Procedures
- Reference lookups
- Consultations with others
The channels that people usually leverage are:
- Real time interactions
- Looking up articles or reference materials
- People search
- Project search
Microsoft Office 365 provides all these capabilities and once we have completed the requirements and planning phase, we will be able to provide the various platforms within the Office 365 solution to meet the specific needs of Nama Group and its subsidiaries.
2 Increase engagement, satisfaction and retention
By empowering employees with the tools to make informed decisions, Nama Group will increase employee engagement, satisfaction which in turn will reduce attrition.
Every role requires a different toolset and we do not believe in a “one shoe fits all” approach. We will understand specifics of the organization dynamics and structure the knowledgebase accordingly.
3 Improve customer satisfaction through employee engagement
By enabling information free flow in and across organizations, employees will be able to respond to customers quickly and correctly, leading to improved customer satisfaction and improved operational efficiency.
4 Connect employees across the country
With tools such as Yammer, Lync and SharePoint employees no longer need to meet in person. Lync provides online presence which indicates availability of a person for real time communications and Yammer/SharePoint provide for a more ‘disconnected’ communication means.
With all these tools, there is one commonality, which is to reduce the need to travel and the ability to connect to others irrespective of geographical impositions.
In addition, mobile versions of these applications improve availability of employees allowing them to work from “anywhere” and on “any device”.
5 Encourage Teamwork through enterprise social networks
Today employees face an overload of information and channels in which to communicate. It becomes important for an organization to provide guidelines for employees to leverage the right channels for the right job.
For example: s are not a good way to discuss a document, which is better suited for a tool such as Yammer. However, Yammer is not usually intended for external document sharing, where still is the right choice.
This differentiation becomes important as employees are provided with more mechanisms in which to communicate and collaborate.
6 Virtual training through video conferencing
A training is only as effective as the participation it gets. By utilizing the right components for not just delivering the training, but also announcing it and ensuring participation, EHC can improve the effectiveness of delivery of trainings and reduce cost.
Some ideas towards this end are:
Yammer for training (event) announcement and improving participation.
Lync for conducting workshops and training in real-time (and recording for replay later)
SharePoint for providing training archives
Encourage Teamwork through enterprise social networks
Virtual training through video conferencing
Connect employees across the country

8. Four Key Benefits Areas
Therefore, the business case for digital communication project has been developed against monetized benefits. These benefits have been translated into KPIs at the subsidiary levels to ensure that each of the group companies realize the full and complete resource efficiency and cost optimization.

9. Why be part of the digital communication ?
Decrease employer turnover (loyalty created through equal opportunities for interaction)
Increase employee engagement
Reduce training costs
Educate employees
Create a community of champions/Nama Ambassadors
Other benefits
Learn about your colleagues and their achievements
Nurture employees’ knowledge and skills
Source new ideas
Leadership and management can use Yammer to recognize employee efforts, stay up to date on activities in the organization, and broadcast timely info to staff.
Taking care of people and increasing employee engagement is paramount to being a great place to work.
Yammer enables remote working to keep a pulse on happenings within the company.
Yammer accelerated the feedback loop for both clients as well as team members.

10. Organizational success with social media is fundamentally a leadership and management challenge, not a technology implementation.
The Social Organization: How to Use Social Media…
Gartner Research

11. Delivery benefits and embedding the change
Tech
Culture
“Social Enterprise is implemented 80% through organization culture and 20% through technology.”
To Work like a Network is not about simply deploying a technology. Technology is in fact only part of the equation. To get the benefits of open collaboration and transparent communication, it is necessary to align the company culture as well.
This means there is a big component of change management involved to engage everyone in the organization, embrace a culture of collaboration and work openly.
[NOTE: Open up for discussion with customer if appropriate.]

12. Key Components for a successful implementation of digital platforms1 2 3 4
Clarity of vision
Your organization can explain how digital platforms helps them do their job better
Sponsorship & Participation
Executives and key contributors are committed to driving adoption
Integration
The right sources of business data are connected to your digital solution
Community Management
A proactive, analytics-based approach is applied to engaging users
Why is your involvement so important?
Validate the platform: Your presence makes people feel more at home. You WILL experience fear from people not wanting to be perceived as wasting time, which is often associated with social tools. Prove this is a really valuable tool for your business by being present.
Lead by example: Demonstrate the behavior you want to see and explain how this will help achieve the company’s greater vision/goals.
Change Management

13. If this doesn’t work, how can I get help?
It will make difference in:
share experience
Communication
Employee engagement
Team Work
Cost
Communicate with the company's technical support team
Communicate with the communication department in the company
Why do we need to change?
What’s in it for me?
If this doesn’t work, how can I get help?
Is this change going to make a difference?
Increase communication channels
Easy and fast access to data and information
Easy way to attend meetings
Enhance communication
Encourage employees Engagement
Cost efficiency

14. Discussion Points
Processes and policies required to implement virtual training, conference and meetings.
Telecom infrastructure to deliver strong connectivity.
Roles and responsibilities for embedding the change.
KPI reporting mechanism.

15. Thank You