The User Revolution – How Covid-19 Kickstarted a New Watercare Digital Experience

1. Ben Mountain
Watercare
THE
USER
REVOLUTION

2. INTRODUCTION
• End User Compute Platforms Manager
at Watercare
• Passionate about Digital Technology
• Trains Brazilian Jiu-Jitsu
• Loves playing Golf

3. THANKYOU TO OUR SPONSORS

4. The User Revolution
How COVID-19 kickstarted a new Watercare Digital Experience
Ben Mountain – End User Compute Platforms Manager, Watercare

6. We supply more than 400 millionlitres of water
to Aucklandevery day.
We collect, treat and dispose of around409
millionlitres of wastewaterdaily.
Each day, we provide
lifelineservices to 1.7
million Aucklanders.

7. From sky to sea

8. Our scale

9. Diversity of workplace

10. Managing & extending
the network
Our teams work night and day to upgrade
and expand our waterpipes, wastewater
pipes (sewers) and other assets.

13. Our challenges in 2019
• End of life technology – Windows XP & Windows 7
• Poor user experience
• IT was getting in the way of the business
• No proactive management or remote support
• Technology friction
We needed to make some changes!

14. Trends driving workplace transformation
Mobile – anywhere, anytime
5G will be 10x quicker than broadband and allow staff to be connected from almost anywhere.
Distributedworkforce
Many staff expect to work from home, with partial working from home becoming the norm.
Cloud growth
Widespread and accelerated adoption of cloud-hosted workplace technologies to support flexible
workstyles.
Cyber Security
Remains challenging for organizations that have not adjusted technology, processes and procedures to
support a highly distributed workforce.

18. Our Guiding Principles
1. Self service
2. Devices that fit user needs
3. Work from anywhere at any time
4. Be proactive, not reactive

19. 2020

20. Deployed 300 laptops in the first 3 days of
lockdown to our most critical workers.
Over the following 3 weeks, deployed a
further 300 laptops to traditionally
desktop bound staff.

21. Designed and implemented new remote
access solutions.
Beefed up our Cyber Security tooling and
practices.

22. Rolled out Microsoft Teams to everyone
in the company.
Ran virtual ‘Teams 101’ training sessions
to upskill staff.

23. What next?

24. Why doesn’t my laptop work like my mobile?
Easy to deploy
Starts up immediately
Always up to date
Battery lasts for a day
Rarely crashes
Same Experience
Everywhere
?

25. Legacy Device Deployment
Deploy image to a new
computer, overwriting what
was originally on it
Build & maintain a custom
image, which becomes out
of date quickly
DRIVERS POLICIES
OFFICE & APPS
SETTINGS
Cost significant time and
money, making this very
inefficient

26. Modern Device Deployment
Un-box and turn on
off-the-shelf Windows PC
Setup process with minimal
user interaction (Windows
Autopilot)
Device is ready
for use

27. New Device Lifecycle
Key Benefits:
 Less maintenance of images, drivers &
BIOS
 Integration in the device supply chain
 Simple process for users and IT
 No need for IT to touch the devices
 Reset device back to a ‘business ready’
state and redeploy easily!
Business ready
Break fix
Retirement
Management
Procurement Deployment

28. Self Service
Applications
• Over 150+ applications
available for installation.
• Licensing & governance
happens behind the
scenes.
• Applications are forced
to automatically update
to ensure security.

30. Reporting and Analytics
APPLICATION
RELIABILITY
• App ReliabilityScore
• App Performance
• Model Performance
• Device Performance
• OS Version
Performance
STARTUP
PERFORMANCE
• Start Up Score
• Model Performance
• Device Performance
• Startup Processes
• Restart Frequency
PROACTIVE
REMEDIATIONS
• Scripted remediations
• Automaticallydetect &
fix common issues
• Notify end users
• Reduce the number of
Service Desk calls

31. Real world
examples

32. Cyber Security
Secure biometrics
• Hardened biometric
implementation in
Windows & hardware
• Biometric never leaves the
device
Strong authentication
via multiple factors
• Uses two factors for
authentication (e.g.: PC +
PIN or Biometric)
• Asymmetrical Keys
(Private/Public)
User credentials
protected by hardware
• Hardware generated
credential (keys)
• Credential isolated and
protected by hardware

33. Tackling our mobile devices

34. The benefits
1. Staff get devices fast and can be productive in 30
minutes.
2. People can self service install applications they
need.
3. Staff get devices to match their needs.
4. Device upgrades or replacements are easy.
5. Our solution is easily scalable and secure.

35. The challenges
1. Staff working in very remote locations
2. Multiple lockdowns complicating device upgrades
3. Long lead times on new IT hardware
4. A very complex laboratory environment, plus a
unique field team use case
5. Unpicking legacy ways of doing things that don’t fit
the “new world”

36. Where to next?

37. Legacy Modern Dual Screen Modern Single Screen
Workstation Design

38. MeetingRooms

39. Redesigned for productivity, creativity, and ease.
At a time when the PC is playing a more central role in our lives,Windows 11 is designed to bring
you closer to what you love.

40. Quickly organize open apps. Quickly group open apps.

41. Windows 365 Cloud PC

42. Our biggest learning

44. THANKYOU TO OUR SPONSORS

45. EVALUATIONS
We value your feedback!
Please tell use what you thought
(also available on mobile app)