A people-first approach to save time and money, and boost the client experience
We began our digital transformation in 2016 by examining PwC Business Services, our back office and shared services center and functions, located primarily in Tampa, Florida. We identified operational improvements that could reduce costs and reinvested some of those savings into a transformation, based on PwC’s Fit for Growth methodology. We committed to “leave no one behind” with a firm-wide Digital Fitness program that would help both accelerate adoption and upskill employees.
Bringing together people with business strategy focus (B), human-centered design experience (X), along with the right technologies (T), we used our BXT approach to plan, develop and implement solutions together.
The only way we could transform our back office was to put the experience of our people first. We needed to know exactly where the pain points were in Business Services. First, we sent a survey to our 3,500 partners, asking what slowed down their work and the work of the people who worked for them.
By tapping into the entire community, we quickly identified 25 processes that had to change, including human resources, learning and development, finance, IT, real estate and administrative services. Everyone had something to address to help transform our process and our people, especially since our processes impact multiple activities.
We also asked leaders of our individual Business Services functions to help us figure out how to use that information to create more value from our transformation for the people who do the work day to day. And that also had to create a better user experience for their people. They identified approximately $100 million in cost savings, largely from eliminating manual and repetitive activities that took up employee time. As importantly, these leaders, with the help of their teams, identified areas that would benefit from investments in automation as well as other types of service delivery. Every leader and staffer also thought about what new skills were needed to help our people deliver greater value.
Ultimately, all of this would bring our back office talents to the “front office” to help our client service teams develop products and services that benefit our clients and society.