Four key steps to creating a DEX Operations Centre

Even before the internet was invented, businesses have had security operations centers (SOCs) to monitor, manage and secure the enterprise. This was because protecting data, applications, and the network were all seen as integral to the success of the business. Today, no serious enterprise would ignore the importance of its network operations.

Yet when it comes to an even more valuable resource – employees – it’s only recently that businesses have started to assess and improve the quality of the digital employee experience (DEX) and its subsequent impact on productivity. One way some organizations are tackling the problem is the creation of DEX Operations Centres (DOC), i.e. a function designed to maximize the digital experience for all employees by removing blockers, reducing stress, and enabling better focus.

However, building a new function can be a tricky business if it isn’t planned right. Happily, creating a DOC doesn’t need to be a convoluted or onerous process. Having worked with multiple organizations, I can testify that, with the right approach and executive support, it’s possible to launch a small, but fully functional one after only a few key steps.

Avoiding the big mistake

Launching any new tech-related initiative can be daunting. Every business has its own set of horror stories about projects going sideways or costly implementations that got botched.

One of the most common reasons for this is that, too often, businesses start by purchasing expensive technology and then trying to retrofit a structure and rationale to justify it afterwards. This is precisely the wrong approach, especially when building a DOC. Technological solutions and tools need to be the final piece of the puzzle, after the organization has developed a full understanding of the purpose, scope, and structure of the proposed DOC.

Four workshops

While there is no one ‘right’ way to build a DOC, having been involved in multiple such initiatives, there are four key elements that should be addressed. Fortunately, while these are vital steps, they do not have to be particularly drawn out. If all relevant stakeholders are available and engaged, a DOC can be created with four targeted workshops:

1. The mission: The first workshop is the most high-level, but also the most important: the mission of the DOC must be clearly defined. Once there is a clear definition of the mission and vision of the DOC that covers why it’s necessary and what it aims to bring to the business, a whole host of subsequent decisions become easier. Moreover, this helps position the DOC within the organization, clarifying which teams it will be working with, and what the reporting structure could be. As an example, a business might launch a DOC with the vision to provide the best possible digital experience for all employees.

2. The service catalogue: After defining the vision, the mission and the positioning of…