{"id":49761,"date":"2020-12-10T17:46:00","date_gmt":"2022-10-18T17:46:07","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=49761"},"modified":"2022-10-31T01:25:43","modified_gmt":"2022-10-31T08:25:43","slug":"qa-how-veolias-collaborative-it-drives-digital-first-businesses","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/qa-how-veolias-collaborative-it-drives-digital-first-businesses\/","title":{"rendered":"Q&#038;A: How Veolia\u2019s Collaborative IT Drives Digital-First Businesses"},"content":{"rendered":"\n<p><b>Di Terry:<\/b> At Veolia, how did you redefine the way technology is managed in the business?&nbsp;<\/p>\n\n\n\n<p><b>Ben Sullivan:<\/b> We made changes to put digital at the forefront of what we do. Globally, the digital side of the business had been building and we needed to reflect that locally. We created a five-year digital transformation plan to support our strategic plan called Impact 2023, and began to reshape how we operated based on four pillars: digital employees, digital customers, digital operations and digital offers.&nbsp;<\/p>\n\n\n\n<p>My role \u2013 Chief Digital Officer \u2013 is a new role in the business, and we recruited a Chief Data Officer who reports into me, as do marketing and communications. &nbsp;<\/p>\n\n\n\n<p>We had a CIO reporting to me, but it became apparent that we needed to be more agile. We needed to flatten the structure slightly, so the role of CIO was taken out, and the Head of Applications, Head of Infrastructure &amp; Cyber Security, and the Service Desk all became part of my leadership team. &nbsp;<\/p>\n\n\n\n<p>Ultimately, we wanted everyone to work more closely with the data team, because strategically, we want to become a data-driven company.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Having all of the teams together helps everyone understand the components of the project, and appreciate what each contributes to the overall project outcome.<\/p><cite>Ben Sullivan<\/cite><\/blockquote>\n<span class=\"citation-role\"><a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/employee-experience-report\/?d=7010M000000jPwNQAU&amp;nc=7010M000000jPwbQAE\" target=\"_blank\" rel=\" noopener\">Read more about IT leaders\u2019 role in <\/a><br><a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/employee-experience-report\/?d=7010M000000jPwNQAU&amp;nc=7010M000000jPwbQAE\" target=\"_blank\" rel=\" noopener\">motivating and enabling teams in <\/a><br><a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/employee-experience-report\/?d=7010M000000jPwNQAU&amp;nc=7010M000000jPwbQAE\" target=\"_blank\" rel=\" noopener\">the APAC Employee Engagement Report<\/a><\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fqa-how-veolias-collaborative-it-drives-digital-first-businesses%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Having%20all%20of%20the%20teams%20together%20helps%20everyone%20understand%20the%20components%20of%20the%20project%2C%20and%20appreciate%20what%20each%20contributes%20to%20the%20overall%20project%20outcome.\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Having%20all%20of%20the%20teams%20together%20helps%20everyone%20understand%20the%20components%20of%20the%20project%2C%20and%20appreciate%20what%20each%20contributes%20to%20the%20overall%20project%20outcome.&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fqa-how-veolias-collaborative-it-drives-digital-first-businesses%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 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\/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Having all of the teams together helps everyone understand the components of the project, and appreciate what each contributes to the overall project outcome.\" https:\/\/www.salesforce.com\/au\/blog\/qa-how-veolias-collaborative-it-drives-digital-first-businesses\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p><b>Di: <\/b>That seems like a lot of business areas to have as essentially one team \u2013 why did you think it was important to do that?&nbsp;<\/p>\n\n\n\n<p><b>Ben:<\/b> It\u2019s probably not always seen logically as one team, but as a leadership team, it is united. We meet regularly, and we\u2019re seeing everyone\u2019s goals becoming more intertwined in the delivery.&nbsp;<\/p>\n\n\n\n<p>For example, we\u2019ve recently put in a new HR and payroll system. Of course the communication requirements in the change management process were just as important as the security and data management.&nbsp;<\/p>\n\n\n\n<p>In that instance, it was a lot easier in my role to have the corporate communications team with me.&nbsp;<\/p>\n\n\n\n<p><b>Di: <\/b>And how does it work for them?&nbsp;<\/p>\n\n\n\n<p><b>Ben: <\/b>Well, they might get a bit bored when we\u2019re deep-diving into cybersecurity and talking red hats and blue hats! But ultimately having all of the teams together helps everyone understand the components of the project, and appreciate what each contributes to the overall project outcome.&nbsp;<\/p>\n\n\n\n<p><b>Di: <\/b>You had this structure in place before COVID-19. How did it work during the crisis? &nbsp;<\/p>\n\n\n\n<p><b>Ben: <\/b>I\u2019m sure many people in business have said similar over recent months, but I\u2019m proud of what all of the different teams have done in response to the pandemic, from an internal and external perspective.&nbsp;<\/p>\n\n\n\n<p>Internally, we asked people to do what they could to reduce the overtime they were working and take leave that was due \u2013 we asked people to \u2018take what you can afford\u2019 and led this example from the top, and the team did.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>We had a real desire and drive to get the solution out, get it complete, help our colleagues in the call centre by reducing call volume \u2013 and help our customers, too.<\/p><cite>Ben Sullivan<\/cite><\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fqa-how-veolias-collaborative-it-drives-digital-first-businesses%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=We%20had%20a%20real%20desire%20and%20drive%20to%20get%20the%20solution%20out%2C%20get%20it%20complete%2C%20help%20our%20colleagues%20in%20the%20call%20centre%20by%20reducing%20call%20volume%20%E2%80%93%20and%20help%20our%20customers%2C%20too.\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 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in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fqa-how-veolias-collaborative-it-drives-digital-first-businesses%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"We had a real desire and drive to get the solution out, get it complete, help our colleagues in the call centre by reducing call volume \u2013 and help our customers, too.\" https:\/\/www.salesforce.com\/au\/blog\/qa-how-veolias-collaborative-it-drives-digital-first-businesses\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>We then had to work with our customers, to support them and their needs \u2013&nbsp;many didn\u2019t need our services while their businesses were shut down, and needed to cancel or postpone. We couldn\u2019t have all of those calls come through to a call centre in a short period \u2013&nbsp;like so many call centres were in that early stage of the shutdown, it would have been flooded.<\/p>\n\n\n\n<p>Luckily, we\u2019d developed a customer hub with Salesforce six months before, and it was still very much a version 1.0, a minimum viable product. We spun up an agile team in eight weeks to create a customer hub 2.0 \u2013 this was with everyone working remotely during May and June.&nbsp;<\/p>\n\n\n\n<p>I actually think if we were in the office, we wouldn&#8217;t have been able to achieve it in that same timeframe \u2013 we wouldn\u2019t have had that burning platform. When we were in the situation, we had a real desire and drive to get the solution out, get it complete, help our colleagues in the call centre by reducing call volume \u2013 and help our customers, too. Everyone was involved, and everyone knew the outcome we needed to achieve and the impact it would have.&nbsp;<\/p>\n\n\n\n<p><b>Di:<\/b> I think it\u2019s fair to say that pre-COVID-19, Veolia was a rather traditional employer in terms of communications. How did you change your staff engagement?&nbsp;<\/p>\n\n\n\n<p><b>Ben:<\/b> Our Achilles\u2019 heel has always been effective communication flow to all levels of the organisation \u2013 it has traditionally been straight down from the management and distributed via email. That can be hit and miss \u2013&nbsp;whether it\u2019s via toolbox talks or posters on the wall, some managers are better at communicating than others.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Our engagement figures for the first time were in the 80 to 90 per cent bracket. Traditionally, we score around the 50 per cent mark.<\/p><cite>Ben Sullivan<\/cite><\/blockquote>\n<span class=\"citation-role\"><a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/employee-experience-report\/?d=7010M000000jPwNQAU&amp;nc=7010M000000jPwbQAE\" target=\"_blank\" rel=\" noopener\">Read more about IT leaders\u2019 role in <\/a><br><a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/employee-experience-report\/?d=7010M000000jPwNQAU&amp;nc=7010M000000jPwbQAE\" target=\"_blank\" rel=\" noopener\">motivating and enabling teams in <\/a><br><a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/employee-experience-report\/?d=7010M000000jPwNQAU&amp;nc=7010M000000jPwbQAE\" target=\"_blank\" rel=\" noopener\">the APAC Employee Engagement Report<\/a><\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fqa-how-veolias-collaborative-it-drives-digital-first-businesses%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Our%20engagement%20figures%20for%20the%20first%20time%20were%20in%20the%2080%20to%2090%20per%20cent%20bracket.%20Traditionally%2C%20we%20score%20around%20the%2050%20per%20cent%20mark.\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Our%20engagement%20figures%20for%20the%20first%20time%20were%20in%20the%2080%20to%2090%20per%20cent%20bracket.%20Traditionally%2C%20we%20score%20around%20the%2050%20per%20cent%20mark.&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fqa-how-veolias-collaborative-it-drives-digital-first-businesses%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fqa-how-veolias-collaborative-it-drives-digital-first-businesses%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Our engagement figures for the first time were in the 80 to 90 per cent bracket. Traditionally, we score around the 50 per cent mark.\" https:\/\/www.salesforce.com\/au\/blog\/qa-how-veolias-collaborative-it-drives-digital-first-businesses\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>We needed a new method of communicating, so we asked for mobile numbers. There\u2019s always been a line between work and private that people have been unwilling to cross, but this time 95 per cent of our people did share their mobile details.&nbsp;<\/p>\n\n\n\n<p>We began sending short videos from the CEO with updates, and tips on keeping safe and mental health. Then we started sending pulse surveys, and we\u2019ve been able to get some great instant feedback. This has significantly improved our communication, and our engagement figures for the first time were in the 80 to 90 per cent bracket. Traditionally, we score around the 50 per cent mark.&nbsp;<\/p>\n\n\n\n<p>It has helped build trust and improve the digital skills of our employees too.&nbsp;<\/p>\n\n\n\n<p><b>Di:<\/b> Looking forward, how do you see the business and structure developing?&nbsp;<\/p>\n\n\n\n<p><b>Ben: <\/b>I think everyone\u2019s got a greater understanding of digital and the value of that role of IT in an organisation \u2013 it\u2019s proven critical in terms of contingency planning and survival. And that\u2019s exciting for people leading the IT function and working in it, too \u2013 because, wherever you are on your digital journey, you\u2019re going to have a new journey.&nbsp;<\/p>\n\n\n\n<p>The important thing is that you make sure whatever you allocate time and resources to is a priority. There are going to be a lot of good ideas thrown around, and it can be easy to get distracted. But if something is not a clear priority and relevant to what the business needs to achieve, don\u2019t do it.<\/p>\n\n\n\n<p><i>To find out more, download the <a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/employee-experience-report\/?d=7010M000000jPwNQAU&amp;nc=7010M000000jPwbQAE\" target=\"_blank\" rel=\"noopener\">APAC Employee Engagement Report<\/a>. You\u2019ll also deep dive into the relationship between technology and employee engagement, and what office workers want from IT leaders now.<\/i><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/employee-experience-report\/?d=7010M000000jPwNQAU&amp;nc=7010M000000jPwbQAE\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"590\" height=\"180\" data-attachment-id=\"55727\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/qa-how-veolias-collaborative-it-drives-digital-first-businesses\/image-2\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/image-2.jpeg\" data-orig-size=\"590,180\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;1&quot;}\" data-image-title=\"image-2\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/image-2.jpeg?w=590\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/image-2.jpeg?w=590\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/image-2.jpeg?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-55727\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/image-2.jpeg 590w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/image-2.jpeg?w=150&amp;h=46 150w\" sizes=\"auto, (max-width: 590px) 100vw, 590px\" \/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>A change of structure at Veolia provided the foundation for the business to tackle the demands of COVID-19. Di Terry, Salesforce\u2019s Vice President, Australia \u2013 Solution Engineering caught up with Ben Sullivan, Chief Digital Officer, Veolia Australia &#038; New Zealand to discuss the non-traditional structure, launching a customer hub, and becoming a data company.<\/p>\n","protected":false},"author":1,"featured_media":49765,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"531ac5252a204d98af1061cce33a0379","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2480,2520,2484,2467,2504,2464,2537],"sf_content_type":[],"coauthors":[2571],"class_list":["post-49761","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-success","sf_topic-customer-story","sf_topic-digital-transformation","sf_topic-future-of-work","sf_topic-it","sf_topic-leadership-insights","sf_topic-cio"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Q&amp;A: How Veolia\u2019s Collaborative IT Drives Digital-First Businesses | Salesforce<\/title>\n<meta name=\"description\" content=\"A change of structure at Veolia provided the foundation for the business to tackle the demands of COVID-19. Di Terry, Salesforce\u2019s Vice President, Australia \u2013 Solution Engineering caught up with Ben Sullivan, Chief Digital Officer, Veolia Australia &amp; New Zealand to discuss the non-traditional structure, launching a customer hub, and becoming a data company.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/blog\/qa-how-veolias-collaborative-it-drives-digital-first-businesses\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Q&amp;A: How Veolia\u2019s Collaborative IT Drives Digital-First Businesses\" \/>\n<meta property=\"og:description\" content=\"A change of structure at Veolia provided the foundation for the business to tackle the demands of COVID-19. 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