SCOPE
Collaborative culture and organisational transformation
Challenge
Timor Telecom is Timor-Leste's incumbent operator, a brand with a strong emotional bond with the country, but one that is losing customers and relevance to the competition, especially among young people and in rural areas. As part of a wider transformation project, the challenge was to start building, together with the teams, a younger and more dynamic TT that would inspire everyone and make the Nation proud.
Process
We started with 18.5 hours of interviews with people from every department. Then, in an 8-hour co-creation session in Dili with 24 participants, we shared the key insights and set two challenges: improving internal communication and collaboration; and attracting young people, renewing the brand image, winning new customers and creating integrated offers for different audiences.
The work included active listening, round-the-table ideation, an investment exercise "as TT's CEO", defining the purpose, an empathy map of young people, and an exercise in which TT entered the market as if it were a brand-new company.
Results
More than 285 ideas generated, with internal priorities voted on by the teams themselves.
A first draft of purpose: connecting Timor-Leste to the world, and the world to Timor-Leste.
Four concrete recommendations: an internal recognition programme, an internal communication channel, an innovation lab and team social moments.
