DCODE-ing post-COVID outsourcing model. Carpe Diem !
During and aftermath of the COVID crisis, businesses have adapted and are adopting new methods to the emerging new scenarios. Falling revenues and closed offices are probably the most common among all sectors. But many corporates have also stumbled upon solutions that can work with less disruption, innovate with new processes and continue to serve the clientele. The IT industry has taken the lead as a significant quantum of work was already remote.
When the world was grappling with the issues of leadership teams from Baby boomers serving Gen Z customers, COVID has now created another dimension which is probably a leveler. All of us now officially belong to Gen C. C for Corona Impact.
In the ITES world, the interruptions have served to highlight the key issues and technology-led solutions for them. The essential factors for seamless flow of digital work are:
- Workflow design
- Workforce management
- Market-led Skill development
In addition, customers are also seeking solutions on how to leverage the emerging delivery models. The crowd sourcing model which was built on virtual platforms have created backend infrastructure and models for resource mobilization. Some of them are also serving as a marketplace to connect the clients and service providers.
One of the key services which are not readily available in the Crowdsourcing models is client requirement understanding and transition management. The project managers may be assigned from the freelancing pool, but they are also part-timers and most often, there is no institutional knowledge or processes that back them up to deliver SLAs, which is what the good, reliable service provider organizations bring to the table.
At DesiCrew, we have evolved a model to address some of critical factors that enable more flow of digital work in the post COVID-scenario. This reflects the insights we have obtained during the last ten years of our interaction with Tier I BPM players, the start-ups and international customers. Disaggregation of customer processes is key to transition the work from the existing floors and DesiCrew Outsourcing Design Enabler (D-CODE) has been developed taking into account key factors like:
1. Data security
2. Confidentiality of the process
3. Skill up-gradation requirement
4. Physical Nature of the tasks
5. Voice requirement
6. Tool customization
We have tested this model during our transitions from some of our customers and found it to be useful in planning.
D-CODE relies on two components – Task classification and Transition TimeLine.
Task Classification assesses the readiness of the customer ecosystem for a digital workflow-based solution. It looks at factors like confidentiality (financial data, for example), voice requirement (need to integrate data and voice), and so on. Some of these factors are assigned binary values (physical requirement, for example, is a NO-GO at this point – Walk-In interviews as a case in point).
The model assigns suitable weightages to these factors and arrive at a DCODE Index. The lower the DCODE Index, the more amenable the customer process is for dis-aggregation and transition.
The transition Timeline part includes the preparatory work which would enable the work to flow out of the customers’ ecosystem. It will focus on infrastructure, software/tools, training requirements, etc. Obviously, the aim here is to assign timelines and pick the short durations ones for initial pilots.
To enable a common understanding, the model has provision for DesiCrew (Service Provider) and the Clients ratings/scores.
Workforce management in the new WFH environment has opened up many dimensions that were not obvious before. What has emerged is beyond the conventional BCP planning scenarios including Nuclear, Bio, and Chemical warfare. With the situation surrounding the coronavirus outbreak continuing to spread further, we at DesiCrew had taken multiple measures to ensure its minimal impact on our Business and safety of our employees.
DesiCrew’s WFH Setup
Resilient models are being developed across the industry and some of the key factors that need to be taken into account in the current scenario:
1. Infrastructure and Information Security:
a. DC Private Internet cloud is formed by aggregating all primary and secondary Internet links available across DC delivery Centres
b. Secured tunnels created between WFH device and DC Network
c. The link allocation to WFH Users is done using a combination of LUDA (Link Utilisation and Dynamic Allocation) and Round Robin techniques
d. Vulnerability Assessment Tests are being carried out by InfoSec teams
2. Seamless Operations
a. Virtual Floor Environments created
b. Suitable Collaboration Tools and Techniques adopted
c. Performance reviews are conducted at increased frequency
d. WFH User wise Location Environment Profiles created while considering GSM Network availability, Signal strength, Traffic congestion time slots, and power shut down conditions
3. Quality Assurance
a. Customized robust techniques adopted to track the quality, detect deviations, and deploy effective control mechanisms
b. Special Task Force is created to monitor the adherence
More than ever before, learning and mastering the new-age skills is imperative for all of us. We can observe that in the increase in the learning modules across the globe. While the importance of skill development cannot be denied, now there is a need to converge with the market needs as perceived by the sales teams. We also encouraged our employees to sign-up for skill development courses through D-TOUCH, our in-house online training program with design inputs from Sales, Operations, and HR teams. Thought leaders (Captains) are identified to lead the learning process for each of the marketable skillsets.
DesiCrew’s ecosystem gave a unified collaborative experience across mobile and web platforms without having to compromise on security, productivity, and quality. We believe the road to recovery from the impact of COVID19 would be long and are preparing ourselves to adapt to the new norms, without altering our business model, i.e. Creating IT/ITES-based jobs in rural areas, which has been the need of the hour for a fairly long time.
Finally, C is not for Corona Impact. It is for Carpe Diem !