How often have we engaged in a truly innovative process that leaves us in no doubt that we have entered a new era? Not very often I’d wager, especially on a daily basis. If we look at how business services are designed, there’s a massive disconnect between what happens at the consumer facing front-end and the servicing back-end.
- A consumer sees an apartment they’d like to buy. They reach for their mobile device and decide to try the new mobile mortgage application process. They proceed through the steps only to be asked to print, sign and send in the form.
- You need to submit your expense claim. You complete the form online, which requires to be authorized by your boss. Only, when they’ve done this you’re then notified by email to print off the form and post it in with paper receipts stuck to a sheet to be manually scanned in at the office.
Everywhere you look there are broken processes and promises. The disconnected enterprise is all very apparent and so is the lack of true innovation.
Connected trends, disconnected
Look at the graphic at the top of the article. I chose this on purpose because it typically represents how we view integration: a collection of jigsaw pieces that must fit together. Forrester talks of interoperability, integration brokers and interconnection, building and making use of component and business service APIs, and the ever present enterprise message bus, but we are far from delivering a truly connected enterprise. If you followed a consumer process from start to finish you would be amazed at just how many touch points occurred from a system perspective, how many times data is passed from one service to another, and the data transformation needed to make it fit for purpose for each application before moving on. [Read more...]