Implementing a Digital Workplace makes it possible to unify all of the company's communication tools (social networks, email, instant messaging, etc.) and its document management (collaborative workspaces, digital documents, etc.) and thus contribute to the organization's digital transformation. It is also an excellent way to meet employees' expectations, when 82% of employees surveyed want the quality of their digital experience at work to be improved, and 61% of them say that IT problems are frequent (according to the Nexthink study on the digital experience of employees in 2020)!
But the implementation of such a project and the post-roll out monitoring and management are two different things. And each of them has its own importance. So how do you define (and monitor) the relevant KPIs to ensure that your Digital Workplace is evolving well?
Here are some of the answers.
Reminder: what is a KPI?
A KPI (Key Performance Indicator) is an indicator that is intended to help measure the performance achieved in relation to an objective. It is used to guide action to achieve a predefined strategy, but it can also be used to define new strategies, based on the results obtained.
Defining the objectives of the Digital Workplace
The main objective of a Digital Workplace is to positively transform a company in digital matters. By bringing together the digital tools used by companies, the Digital Workplace makes it possible to increase productivity and efficiency and to encourage collaborative work. This objective is nonetheless very broad: if you want to measure and analyze the performance of a Digital Workplace, it is important to define more precisely the objectives and expected impacts on the organization. For example: to increase the level of information available to employees in the company by X%, to reduce the number of meetings from X to Y, to achieve such and such a level of savings thanks to the reduction in the number of trips, to strengthen the employer brand and improve recruitment...
The SMART method, which stands for Specific, Measurable, Achievable, Realistic, Time-bound, can be used as a guide. The objectives defined must therefore have these characteristics.
The SMART method enables a sufficiently precise and therefore effective strategy to be put in place, which precisely measures the stages and results of a project.
Here is an example of a SMART objective when implementing a new collaborative tool in your company:
- Specific: The objective is to facilitate the adoption of the tool and to facilitate collaboration between employees
- Measurable: This involves measuring the general adoption of the tool, using indicators such as the rate of engagement (user interaction with a publication), the number of active users, the average number of shares of posts and news, etc. For example, a company can set a target of 500 active users, for an engagement rate of 5%.
- Achievable: This is about setting a goal to achieve, fairly and consistently. If your company has 1000 employees, for example, it is unlikely that you will get 500 active users in a month.
- Realistic: The target set should be reasonable and concrete, taking into account the company's size and characteristics.
- Time-bound: The objective must be limited to a set time-frame, with deadlines and a well-defined target date. For example: an increase in the rate of engagement of 3 to 5% within 1 month at such and such a date, a doubling of the number of active users between month X and month Y...
Linking KPIs to selected objectives
Each objective chosen by the company (e.g. improving collaborative working through the Digital Workplace) must be associated with a KPI.
In general, several metrics can be analyzed:
- Usage metrics (tool usage rate, most viewed sections, time spent on each section, etc.);
- Engagement metrics (number of documents shared, number of shares, number of "likes" under each post, etc.);
- Efficiency metrics (improved productivity and team dynamics, time savings, etc.).
Here are some examples of objectives and associated KPIs if you want to improve collaboration through the implementation of a Digital Workplace:
- Foster collaboration by measuring the new tool's adoption rate, the engagement rate, the rate of interaction between employees:
- Increase employee engagement by measuring the number of likes and shares of posts;
- Optimize your internal communication by measuring the opening and reading rate of your communications;
- Promote knowledge sharing by measuring employee interaction, number of post shares and productivity rate;
- Increase user satisfaction by measuring the tool's satisfaction rate, participation rate and engagement rate.
Once you have defined your objectives and the KPIs that follow on from them, you need to determine how you will collect your data.
KPIs can be collected in several ways, including
- Via specific software (Microsoft Power BI, dashboards, etc.);
- By collecting information directly from users, with tools such as surveys, polls, suggestion boxes, etc.