End-User Services & Collaboration

End-User Services & Collaboration
Are low-code/no-code solutions just a ticking time bomb for future CIOs?

Top Answer : All this low code stuff that's trying to make it easy for you—two years from now the mess that that's going to leave is going to get every CIO just going, "How the hell do I fix this?"

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With a highly distributed workforce, employee engagement is crucial—and digital employee experience platforms are helping Pulse community IT leaders prioritize this.

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Following a growing number of security concerns around communications tools, Pulse asks 100 tech leaders if they’ve changed how they communicate with other executives and their BoDs.

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How did IT departments at hospitals adapt to the surge in coronavirus cases?

Top Answer : The year started out with strategic initiatives and moving the needle on how we can effectively deliver solutions. Our 2020 strategy map included many different areas of growth and transformation - ultimately leading to effective business operations and enhancing the way care is delivered. Part of our journey remained on course, for example enabling a remote workforce. In other areas, we had to shift our priorities due to COVID. We helped eliminate a lot of barriers to that initially (e.g., financing, reluctance for users to adopt either multi-factor authentication, VPN issues) because of the stay-at-home orders that were issued by the state. There was a dramatic increase in employees working remotely, all of which requires the right level of access and ensuring security standards are met. There was a change of pace in our environment at the hospital, a new normal was quickly identified and tasks were reprioritized. We had novel requests come in to address the new needs of the business, most of these tasks were related to COVID & surge planning.  Then we transitioned into the more manageable workload between the summer and fall, we saw an opportunity to go back and work on our projects. Right around Thanksgiving, November/December, things completely went back to what they were like in March, if not worse. Fortunately the prep work that was done in March put us in a better place to handle the winter surge. We successfully deployed and solidified our telehealth platform throughout the enterprise. COVID did dramatically decrease the normal timeline for certain applications to be deployed, what normally may have been a multi-year plan was completed in months. This accelerated pace along with the learnings is something we’re hoping to take with us into 2021 and beyond.  We had to take a pause on growing our business because of the focus on operations. Like many other hospitals, we also experienced a decline in revenue, additionally we noticed a decline in those coming in to get care - our members and patients were worried about contracting COVID for what might have been a trivial visit. To help solve this problem our IT & Marketing teams came together and launched a campaign encouraging everyone to get care.

Do you use virtual desktop infrastructure?  If so, have you found it better than physical desktops?

Top Answer : As an advisor I get access to lots of VDI for various large companies and it’s a mixed bag. One is so good I can hardly tell it’s not my own desktop, others are so bad that the machine drops my productivity by half because I’m constantly dealing with limitations and workarounds. Like many things, you get out of VDI what you invest in it. It’s a good solution for “work anytime, anywhere” but it’s also a bit “last gen” now that everything is moving to web apps with federated auth, MFA, etc.

The banking UI/UX is very much behind the times. What is preventing that from moving forward? Will payments and banking vendors devote some resources to reducing friction, improving the user experience, and increasing transaction speed as part of Digital Transformation and the Consumerization of IT Services?

Top Answer : I think there's a bunch of different things. So, when we look at the transition to consumerization of IT, the very fundamental reason why we saw that is because people started to bring their own devices. And they said, "Why don't I get the same kind of experience in my day-to-day enterprise applications as I do with the apps on these devices ?" Particularly if you're bringing in Apple or anything like that. We always said, "Enterprise systems. Yeah. The bar for user experience is low because people are not demanding it" I had seen that firsthand. So, now there was a demand. Then, people were kind of wondering, "Is it even possible for them to do that?" Next comes the notion of, "Okay, well, it's possible to do that, but is it actually really going to move the needle?" Then comes the budgetary constraints and then comes the technical constraints.  We are kind of going down the opposite way. Starting with thinking about whether it is feasible to do this, instead of saying, "Consumers are demanding it. So, we'll need to go do that." Then we have to consider the macro level understanding of: What is usability? What is user experience when it comes to some of these systems? If you're looking for a report, are you just looking for a better looking statement? Are you trying to understand what the user is actually trying to do when they log into their bank account or their financial account, whether it's investment or just standard banking? We did not have the notion of jobs to be done or user centered design or have any of these aspects implemented into financial institutions up until Mint came along and brought in a certain level of simplicity. They said, "You know what? This is all doable. And let us help you and actually show you by doing it." And suddenly you've seen over the last 10 years or so, how much has come along. However, it's not enough. And here's why: When people log into their bank accounts, they are really more focused on their money. So, they will jump hoops to basically find out, "Did my paycheck get deposited? Did my... How much money do I have? Can I pay my bills?" They're focused on different kinds of things and they are willing to jump those hoops to be able to get there. But if you think about any investment account that you have versus some of the new ones, you realize that there's so much focus on simplicity and usability because they want people to understand it. They want more people to log in and be able to see their money and do the next thing that they want. If I'm going to a Robinhood and I want to do the transaction, the focus is on: You're here, here's how much money and here's the stocks that you're invested in. So, focusing from a user perspective is what the new age companies are driving.

Looking at how grossly inefficient the disbursement of stimulus money has been, what's your perspective on what is wrong with financial network banking and overall “fintech” today?

Top Answer : My experience is, banks don't want to move fast because they make money on the delay of carrying the float. There's no reason why FX conversion and settlements has to be a batch process. And I feel people just accept that for what it is versus pushing on that and narratives like this. Given your experience do you agree that we need to move to a continuous delivery model of financial transactions versus the batch model.

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