Digital transformation in sales for government

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my name is bill malek i'm vice president for infrastructure strategies with trend micro and my topic is digital transformation for government we digitized the supply chain we began with bill of materials processing using computers to keep track of stuff we began using database build materials you could ask more than one type of question we extended the capability to enterprise resource planning and then we broke down boundaries crossing businesses with supply chain management now we're verging on industry 4.0 which takes us beyond supply chain chain management specifically with um the introduction of 5g and edge computing this is going to give us the ability to visualize processes uh globally this is traditional digitization to go into more detail once upon a time we use computers for money it's simple money is one-dimensional in the 1970s we started using it to handle stuff stuff is more complex than money stuff ages stuff has expiration dates and then in the 90s we began using computers to manage people identity management the problem is that people are multi-dimensional we change skills we change careers we change names we change addresses we change focuses of interest we change careers this makes identity management a much more complex problem and this is understanding this problem is crucial to being able to uh create this thing i'm calling the identity workspace here's what a real digital platform does this is a farmer and he's looking out at his fields and he's also looking at a display that shows a number of pieces of information it's going to tell him about the crop health the need for fertilizer the need and availability of water the time until harvest and maybe optimum harvest strategies based on selling points the important point is the digital platform that screen is not in itself the whole solution that screen is an aggregation of information from different sources there may be information about water from the local municipal water authority there will be information about plant health and the need for fertilizers perhaps from a manufacturer of of such things of pesticides and fertilizers the information about the market conditions may come from you know a stock service or a trading service to define what's being done so this farmer has a near real time let me emphasize near real time view real time enough to be able to make the best possible decisions uh another example of a true successful digital platform we're seeing here an individual performing maintenance on a piece of machinery now he's using a vr augmented reality so he's looking at the machine but he's seeing their instructions on how it goes provided by the manufacturer of the machine he may also see approved vendor lists to buy replacement parts lubricants etc he may also see links to training if he's not quite sure which wire goes where he's also going to have information about the problems he faces the decisions he makes and the information sources he depends on fed to his supervisor so that they can discuss ways to improve the process improve performance and optimize the use of that machine in the corporate physical infrastructure may also include links to what other steps in the process do so this worker is fortified with enormous amount of get near real-time information to be able to perform the right kind of maintenance at the right time and perhaps you know stop problems before they occur this is a true digital platform but if we really want to understand digital platforms and why we're talking about the identity workspace we have to go beyond the tasks and individual faces perhaps supplemented by guidance from a peer or manager and talk about the real truly successful digital platforms and by that i mean uh multiplayer games the quality of the graphics and of the music in these uh products is staggering leading edge it was gaming chips after all that enabled vector processing used for artificial intelligence a very very uh high level of in innovation and invention to create these platforms and because of the rich and engrossing nature of that environment the people who are playing these games interact with each other highly effectively my uh daughter and her husband are very involved in many gaming platforms some of which are the traditional you know how fast can you go on this racetrack you know how quickly can you and a group of colleagues uh slay the monster but there are a multitude of games far beyond anything you've seen there one that i've recently become somewhat enamored of is called gris spanish for gray the point of the game is to help a young woman recover her ability to sing and as you successfully meet the conundrums the puzzles that the game throws up to you you're able to create color in the background you're able to enrich the musical soundtrack and finally you reassemble elements of the infrastructure and this young woman is able to sing again and flowers come into bloom it's it's a wonderful healing metaphor uh and i have heard of this and similar games being used to help people who have been struggling with ptsd so there's much more here than just you know um hunt the whompus we've got a rich platform engrossing platform that really can bring people together and focus them on task and that's what we're gonna exploit with the identity workspace why is this happening well uh we have sufficient bandwidth we have near real-time data and the reason i keep saying that is that it's a it's a subtle pitch for edge computing being able to defeat latency by having stuff nearer to you in terms of time having near current data with minimal delay the xero trust architecture first of all i have to say it's a terrible name because obviously it's not zero trust if you were in a room with zero trust you couldn't ask anybody for help or directions what it means is minimize the assumption of trust one's presence on a network does not by its very fact mean that you have rights to everything the network touches um key points of zero trust architecture of those of you familiar with network access control or the jericho foundation will understand where this came from in the 90s and 2000s that's the opportunity but what drives this are the constraints we face working from home the fact that managers cannot manage by wandering around once upon a time individuals who worked from home were making a conscious trade-off to you know escape from the drama of the office but the trade-off was their activities weren't seen their contribution was not perhaps noticed as effectively they didn't participate in the water cooler gossip they didn't hear much of the scuttlebutt and so you consciously traded off uh the opportunity perhaps for razor promotion in exchange for a more peaceful environment but now that everybody's out managers have to adopt a new style they have to figure out a new way to determine who's doing a good job they've we all have to take advantage of a broader corporate infrastructure in order to make better use of the capabilities of our non-at-home workers and let me speak a bit about the productivity renaissance because that's the key to this whole thing because we have to now measure our productivity effectively because we have to pick the right metrics the ones that can be sampled as through the example of the fellow doing maintenance we now have the ability to correctly and thoroughly document the real processes the necessary inputs and resources and the absolutely critical outputs that each individual is involved with in the course of their task and once you've got a decent process description like that that links all of the tasks together you can now do some house cleaning you can now do some pruning you can get rid of redundant unnecessary or duplicative effort and instead focus on exactly what needs to be done you can eliminate dead time simply by looking at the map of the overall set of processes and that's where the productivity renaissance lies so let's talk about the identity workspace being stuck at home has revealed the problems with sustaining corporate culture the unwritten assumptions about networking within the i'm not talking about computer networking i mean finding somebody who knows something that is now a somewhat more complex process the informal communications have been flattened and the dependencies of the office workforce are now highlighted and that means that we have to be clear about what we want we have to be explicit in our discussion of what we expect and that means we can put appropriate measures in place to effectively manage what's going on so what do we need from managers managers have to figure out what stresses workers face they have to figure out what the problems are associating with other managers who they may not have seen face to face for a year we have to reconsider what organizational behavior elements we want to stress we've got to make sure that people stay connected and the way to do that is to put together a platform that's not just zoom or teams or go to meeting it's something more something engaging something that allows us to explore and create not just perform a rote task what are our dependencies on technology clearly need more out of the network we need to cope with a much wider enterprise attack surface every one of us working at home is augmenting the set of vulnerabilities that our business faces my home is i'm not particularly technophile but my home has a tremendous amount of technology in it and that stuff is itself a vulnerable and that network is the same network i'm talking to you on assuming that optimum continues to perform uh and so there's a vulnerability there's a risk i don't use a vpn when i get into the office because each of the key applications provides its own encryption and the notion of me sitting here at this device in my home office with a wide open unmanaged tunnel to core office functions is a bad idea to use the phrase from the high-tech world of information security we have to figure out how to build and sustain teams how to attract good people and we have to figure out how to stay in touch so what do we do we understand the vulnerabilities we put programs in place we defend ourselves in depth against those threats we build teams by making sure we're hiring for values and this chart on the right is something i learned from a couple of years at a startup that i was at a while ago and that is performance comes down to in this analysis two key dimensions the first is is the person generating results or not that's the vertical axis and the horizontal axis is are they living the values uh an individual who's doing neither is in the lower left hand corner and they're not helping now you see i was at gartner for 11 years and so magic quadrants are kind of you know my bread and butter a person on the other hand who's living the values but just not putting up the numbers that's a real headache for a manager how do you inspire somebody how do you guide them how do you create the desire to learn how do you help train how do you give them the materials and hope they follow because you wanna you wanna get them going now the biggest problem is the top left though that's the individual who's hitting the numbers but they're causing a lot of problems they're a an eeo lawsuit waiting to happen that's where you're going to see a lot of broken glass and those individuals are a cancer on the organization you have to be able to figure out that they're dangerous and not helping and undercutting the values and they have to be shown somewhere else to be productive somebody who's doing both definitely want to be a keeper for those so what do we do boost the infrastructure take advantage of this once in a lifetime opportunity and i mean that sincerely to use the pandemic as a platform on which to build the digital uh platform to transform your enterprise this doesn't come around that often use your identity management capabilities make them more comprehensive so you can build and sustain that identity workspace the place where people go to feel that they are part of something important the important thing being the mission of your organization and create that digital platform to enrich society