Orange improves its employee experience using digital services

A vital role in the work environment

"With the launch of the Orange Group's new real estate projects, our first thought was to design digital services for regular occupants," says Véronique Karcenty, Director of Managed Services and User Services (DISU). "Our most mobile employees also needed tools to work comfortably while on the move. With COVID-19, everything accelerated, and a massive need for remote working environments emerged. In just three months, we achieved what was initially planned for the next two to three years."

At the same time, the Group wanted to rationalize its internal offer to make it easier to monitor. This involved providing equipment according to employees' actual needs, as well as compiling a list of digital services covering the majority of needs. "An emblematic project like the Group's new headquarters, called Bridge, enabled us to create this catalog of useful services for all the sites," explains Véronique Karcenty.

With COVID-19, everything accelerated, and a massive need for remote working environments emerged. In just three months, we achieved what was initially planned for the next two to three years.


 

Véronique Karcenty, Director of Managed Services and User Services (DISU)

Work to categorize uses

In order for the Group to offer its employees the same innovative solutions it provides to its business customers, the DISU worked with its internal partner, Orange Business, to analyze in-house requirements: focus groups, questionnaires and employee feedback surveys were used to define several usage categories linked, for example, to the business line or the geographical area. The services in the DISU's catalog that best met these uses were then selected to be implemented onsite and to make the digital journeys as streamlined as possible.

End-to-end services that streamline employee journeys

"The services integrated within our premises first and foremost address simple daily requirements: booking a meeting room or box, printing documents using a smartphone, ordering lunch from the canteen, etc." Among the digital Interactive Office solutions deployed by the DISU with the help of Orange Business is the Facilities Now application, which employees can use to prepare their day in the office, book a parking spot, a meeting room or a dynamic workstation or to guide them around the site. In terms of mobility, Office 365 and an application portal will soon be rolled out to easily switch between working on a PC or a smartphone, making the work environment accessible everywhere. According to Véronique Karcenty, "Beyond the technical success of these services, it is essential to ensure they are adopted by all employees, meaning we need to provide support and training."

From the outset of the health crisis, the DISU deployed the latest updates for remote working solutions overnight. The network was scaled to ensure that 90,000 employees could log in to their work environment simultaneously. "We offer our employees end-to-end services, from installation to user support, because by guaranteeing a high level of satisfaction and security, we are contributing to the company's performance," explains Véronique Karcenty.