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January 14, 2022

Globe Telecom's 2021 AWARD FINALIST CASE STUDY: Best Achievement in Process Automation

Read this article about Globe Telecom, Finalist in the Best Achievement in Process Automation (RPA, Intelligent Automation, Digital Process Automation, Machine Learning, Cognitive Learning, Blockchain etc), selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.



Accelerating Digital Transformation through Citizen Development

Digital transformation is one of the strategic directions of the company, but many business process automation initiatives remain inactive due to the following reasons:
● Pitching an idea is intimidating. It is easier for junior employees to follow manual processes than build a business case and defend it to the department heads.
● Solutions are expensive. Process automation will require programming or platform licenses that would be too expensive for niche applications.
● There are no available project resources. The management will always prioritize projects that can provide the highest benefit to the company. Relatively small initiatives will always get deprioritized.

Last May 19, 2020, Globe Telecom introduced Citizen Development through a No-Code Hackathon program. A total of 107 teams participated nationwide, each with a business process challenge that they would like to solve. It was converted to a fully online program to adapt to the pandemic.

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After eight weeks of training, coaching, and mentoring, 59 No-Code applications were created. The submitted solutions vary from risk assessment automation from our audit team, service vehicle usage reporting from our field engineers, digital application forms from our store specialists, to digital site access requests from our security team, and many others.

Screenshot - 2021-12-12T183526.334Through the No-Code Hackathon, we were able to learn that:
● Employees can solve the problem correctly because they are the end-users
● Some of the issues are not visible to the top management until citizen developers solved them
● Employees are motivated when they are empowered with tools and skills to solve challenges in their function
● Citizen developers still need support from IT through facilitated training, coaching, and mentoring

The problem is, we assess process automation initiatives individually instead of collectively. Through Citizen Development, we should be able to empower employees to create their business process automation and address the execution barriers:

Provide platform access to all employees by default. The solution should be available to all employees without requesting approval. In this way, they can focus more on building solutions than making presentations.
No employee cost. Similar to our email accounts, employees should not be charged per usage. The IT department will absorb all fees.
Do-It-Yourself approach. The solution should not require a person to have programming knowledge to build an application. If the employee is willing to invest time and effort, a process automation application can be created without a programmer.

Process automation initiatives will now have an alternative implementation path by taking out the approval process, cost, and IT programming requirements to build applications.

1b0fcc86-8a6d-409b-a702-9c39d176d88f-photos_of_your_team_s_-Globe-Telecom-Inc_Team-MembersSample Apps from different groups:

Baratillo App by Finance and Administration
● An e-commerce app exclusive to Globe Employees
● 92% improvement in processing time, 87% improvement in administrative handling, 90% reduction in customer inquiry, 87% improvement in payment validation, and 4.8/5 star satisfaction rating from users.

Track Gear by Field Engineers
● Reports upload of vehicle usage, expanded the app to support gas reimbursement, accident reporting, and field engineer onboarding.
● 98% TAT reduction, 15% gas consumption savings, and have more time to focus on engineering functions.

Inventory Tracker by Store Personnel
● Inventory for the critical stock count, item age, orders, assignments, and reports.
● Reduced TAT for order processing, stock reconciliation, and reporting by 80%.

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Offboarding Central by Human Resources
● Offboarding app process for Employee clearance existing Globe
● 98% clearance completion within 14 days, 82% TAT reduction, and zero complaints since launch.

As of August 31, 2021, we have trained 663 employees and have 180 active apps deployed across the organization, with 12,700 unique active users. These apps improved our business processes by 79.8%.

Digital Transformation & Operational Excellence Industry Awards 2021


About the Awards

The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at the Loews Portofino Bay Hotel at Universal Orlando Resort.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.



Highlight Video 


The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level. 

Quick Links



BTOES Awards 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

For more information please email

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