Employee experience is a key to success: Improving our museum from the inside out


Wednesday, April 07, 2021: 1:30pm - 3:00pm - - Paper Session

Wendy Pryor, Museums Victoria, Australia

Published paper: Employee experience is a key to success: Improving our museum from the inside out

In 2018 Museums Victoria (MV) in Melbourne, Australia re-focused on employee experience as a key input to successfully delivering its ambitious strategic plan. The primary project input was a staff survey consisting of considered and open questions to elicit specific pain points or barriers to getting work done. The survey results were used as impetus for two related initiatives: the Business Improvement Group and the Digital Technology Plan. The Business Improvement Group was defined and animated by a Terms of Reference. Its membership was sufficiently broad and focused to be representative without being unwieldy. The initial portfolio of projects were classified either as quick wins or major projects. Each addressed concerns raised by the staff survey and were scaled to achieve momentum through early, fast achievements. The Digital Technology Plan is a blueprint for the evolution of digital technology. Its purpose is to propose directions for the digital technology backbone such that it enables all the digital activity for MV, and for work tools that are easy, convenient and fit for purpose. The digital workplace is a key domain; it comprises connected staff, data for decisions, tools that work, and digital devices. Each stream of activity has delivered key benefits to staff. By describing the process and highlighting transferable features, as well as lessons learned, the paper presents an example of a scalable approach to back office improvement in museums. Ideally readers will be inspired to begin or to revisit their own digital transformation strategies from the inside out, leveraging new and ever more readily available technologies to improve employee experience.

These are examples of the type of information that inspired the initiatives described in the paper.