The news is full of depressing stories, political controversy and plenty of fear. Certainly, these are tough times and many people around the world are suffering in ways nobody would have predicted a mere few months ago. Still, there are good stories around the world, coming in all shapes and forms.
Companies are moving at a fast pace to keep up and adapt. Yes, there have been layoffs and the worst may still be ahead in some organizations, but when we look deeper, there are many encouraging, feel-good stories coming from this crisis.
Here at Eagle, we had a huge win within our back-office team. Most of the company has worked in a predominately electronic environment for many years with the ability to work virtually anywhere and an existing work-at-home program made the move from office to home seamless. However, our Accounting Team still had a few processes that depended on paper, creating a reliance to work in a centralized location. This pandemic has been an opportunity to completely transition from paper. Impressively, the team built and implemented new processes in a matter of days! Not only does this result in a positive environmental impact, but the morale boost will be long-term. Even after offices open up, this team will now have the option to work-from-home, impacting their work/life balance in a positive way.
Eagle's story is just one, minor example of using technology to make improvements in the wake of a crisis. Eagle's founder, Kevin Dee, set out to find more examples and published a series of LinkedIn Posts highlighting tech wins across Canada. Here are examples from three very different Canadian organizations who all used technology to overcome unique, challenging situations:
Canada Revenue Agency (CRA)
It's unusual to see the CRA in a good news story, but credit is certainly due given what these public servants pulled off for the country. When Justin Trudeau announced the Canada Emergency Response Benefit (CERB) in mid-March, the news brought relief to millions of Canadians, but stress to the employees at CRA. There was no existing system to manage the volumes and speed at which this system needed to deliver.
Still, the CRA team was able to deliver a system in three weeks that not only processed the volume of applicants in a timely manner but also introduced direct deposit payments to banks, which the CRA had not done previously, other than as a pilot. In the end, this helped millions of Canadians and gave the government a high-profile story about a successful, fast implementation.
TD Bank also successfully used technology in two areas to lead the way through the COVID-19 crisis. The first comes from their Trader Group, which was housed on a massive floor of a high rise building, a situation screaming of health risks at the onset of the pandemic.
Trading was soaring as the markets responded to the pandemic so work had to continue. Most companies were sending their people home, or at least splitting teams into smaller groups, and TD Bank knew that they needed to act quickly and effectively in order to compete. They assessed all of the risks and obstacles of suddenly sending their teams home, including security, hardware options, process issues and communication issues. In the end, they managed to pull off the impossible and got 300 of 357 traders home, replicating a high-tech trading floor in hundreds of residential dining rooms and spare bedrooms.
The bank also pulled off a similar feat with its 15 call centres located across North America, employing 9000 people. They moved 95% of those people to a home office and kept the call center operations going. The logistics involved were huge, but the bank was able to overcome all of them. In both of these examples, TD Bank transformed the way they do business, which is rare in such a traditional industry. Similar to Eagle's story, both their Trader Group and call centres have the option to work remotely long after this crisis is over, boosting employee morale and saving them real estate costs.
The final example comes from the Oil & Gas sector in Calgary and demonstrates how proper planning pays off. For the past couple years, TC Energy, which has approximately 8,000 employees - 50% of whom are in Calgary, has been working on a digital transformation project. The project embraced big data analytics, machine learning and artificial intelligence while migrating systems to the cloud.
Because of this preparation and embracing the latest technologies, when the COVID-19 pandemic hit, TC Energy was successful at moving to a work-from-home environment in just one weekend. Furthermore, their ability to hire and onboard staff has barely been affected, a major stumbling blocks for many large companies.
Adversity has potential to bring out the best in individuals and companies alike and these examples are a handful of the stories we can find all around us. As we work through tough times, continue looking for positive stories and recognizing those who are overcoming hurdles every day. It's this attitude that will help you come out stronger on the other side.