RP Sanjiv Goenka Group

Giving your employees the power to boost automation

An easy yet effective way to address this challenge accelerate the pace is to democratize automation. This guide covers everything from the basics of citizen development to its impact on organizations and the key steps for driving a successful citizen development program. Learn more about how you can create a culture of automation and realize your digital transformation agenda.
Integrating digital technologies empowers people with the right tools to perform at their best. Now, more than ever before, companies are under pressure to speed up this process. The catch? A shortage of IT professionals.


Citizen development: What does it mean and why is it gaining rapid traction?

Citizen development is more than just a buzzword.

In the past, developing and implementing digital solutions was the exclusive preserve of IT. They’ve rolled out a whole host of productivity-boosting, problem-solving apps to support the workforce. Citizen development turns this on its head — by encouraging people on the floor who do the work to identify pain points and design their own automation solutions — using low-code and no-code (LCNC) tools.

Unlike IT, citizen developers automate jobs they themselves do, vastly reducing the gap between supply and demand, leading to high impact automation, faster roll-out and adoption, and robots that are useful to colleagues.

Citizen development presents a unique opportunity for organizations to bridge the gap between the growing demand for automation and the shortage of skilled staff to develop these solutions.

Why is citizen development needed now more than ever?

Currently, 50% of business process automation projects fail. Why is that?

The truth is – automation initiatives are plagued by several common pitfalls. Here’re just a few:

Apart from this, 91% of employees believe their organization should be more willing to invest in digital and technology skills training. The gap is also felt by senior leadership teams, with two-thirds fearing their organization is facing a digital skills shortage.

You won’t be surprised to learn that 84% of companies say digital skills are more important to their business in 2021 than two years ago. But you might (and should) be alarmed to discover that in the last six years, the UK saw a 40% drop in young people leaving university with relevant technology skills. No wonder 76% of businesses think that the digital skills gap could further hit their profitability.”

Sundara Sukavanam,

Chief Digital Officer, Firstsource

So, how does citizen development shrink the gap?

Citizen development presents the perfect opportunity to empower non-IT employees on the frontline with new skills, tools and techniques, and approach problem solving through incremental changes. It helps close the digital skills gap and contribute to improvements by:


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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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