How digital champions are critical to transformation plans

MAG is the UK’s largest group of airports, which owns and operates Manchester, London Stansted and East Midlands Airports. MAG’s workforce is made up of both office-based and frontline colleagues.

The challenge

People within the business were using different suites and applications to complete their work, for example some colleagues would use Survey Monkey while others would use Microsoft Forms. This led to inconsistency and confusion, for instance when several versions of the same document were in circulation it was near impossible to find a single source of truth – this way of working was not cost-effective, collaborative or productive. When the first lockdown hit, a true picture of the variance in digital skill levels across functions of the business became apparent. 

The solution

MAG chose to adopt Microsoft 365 to allow streamlining and smarter use of technology already deployed. This streamlining has led to a sense of commonality in building skills together as staff can now share learnings and advice via channels like Yammer. 

The 365 Campaign was launched in the spring of 2019, starting with office-based colleagues (the primary users of these applications) before branching out. The move to using the new technology was familiarised via roadshows, demonstrating the ‘wow factors’ of the tools available. Focussing promotions on one application each month, colleagues had time to lean in and understand how this technology would lead to smarter ways of working. Follow up sessions were held over Teams, enabling specific departments to understand the technology in more detail and how each application could specifically benefit their teams and project delivery. A Yammer community was set up with the strapline ‘all in a day’s work…’ putting a spotlight on what can be achieved in a day with each 365 application.

Whilst adoption was positive, the pandemic vastly changed perception and approach to 365 and the digital advantages it could offer colleagues across the business. As working from home became the norm for non-operational teams, it was clear that the business needed everyone on Teams to ensure collaboration and productivity continued through such challenging times. Suddenly adopting 365 was no longer a want, but a need. As the world shifted to remote working almost overnight, people were now more aware of the value in embracing the technology in order to adapt to this new, remote style of working. 

As the dust settled post-Covid and colleagues at MAG returned to the office, the switch of devices from laptops to Microsoft Surface Pros took place. Now the groundwork in using Microsoft technology had been laid, the switch to more modern and innovative devices, was seamless. And there was now, a notable culture shift – people were embracing the technology, sharing advice and helping colleagues.   

Make it personal

Developing ‘Champions’ to spearhead change projects such as these is a great place to start. 

Jacqueline made sure to upskill herself first to ensure she was delivering the highest quality training and tutorials. Businesses need to remember that the champions will also need time to become proficient in using the tech. Once people are confident in the tech, they can be proud of their new specialism and confidently teach others. It’s OK not to know everything! A willingness to learn is the most important thing. 

Jacqueline explained that a staff member asked for permission to go home and fetch blankets for an elderly passenger stranded at an airport. Thanks to Yammer, this story reached the upper rungs of the business and brought a sense of pride and value for the worker. Stories like this really helped bring staff together and this would not have been possible without everyone being technologically connected in this way. 

The outcome

A revolutionary culture shift was achieved across all levels of the business. People can now communicate and elevate the work they are doing and MAG has successfully closed the gaps between how different teams collaborate and complete projects – any time, from any place. Speed and productivity have also increased now that people are no longer limited to working off of multiple confusing drafts (shout out to OneDrive and Teams!).

Advice for other businesses

• Make it personal. Look at what people care about and make sure that training is not a tick box exercise.  Don’t just tell, show! Continuously involving the audience as you talk them through new applications helps embed the knowledge. Your staff should feel empowered to embrace new technology and ways of working. 
• Don’t underestimate the value of external support networks. We are seeing an increase in peer communities – people from different organisations doing similar digital reskilling projects are coming together to share learnings and advice. Don’t make digital skilling transactional. Taking care and showing a willingness to help each other at a time when people needed that support the most, was crucial.