Optimising internal communication can be crucial for companies in order to improve the flow of information and promote collaboration between departments. Magdeburger Verkehrsbetriebe (MVB) has tackled precisely these challenges with the introduction of the Polario employee app. In this interview, Jonathan Herbing, IT Project Management and Digital Transformation MVB, talks about the reasons for introducing the app, the goals, the challenges and the successes achieved.
Polario: Thank you, Jonathan, for taking the time to talk about the introduction of the Polario employee app at Magdeburger Verkehrsbetriebe. What was the main reason why MVB introduced an employee app?
Jonathan Herbing: ‘Our internal communication processes were ineffective. There was a frequent loss of information and we had difficulty reaching employees. There was also a silo mentality, as there was little or no cross-departmental communication. We spent a lot of time disseminating information, but updates and disruptions in the line network could not be communicated promptly. All of this led to a certain resignation among employees.’
Polario: What specific goals is MVB pursuing with the employee app and what challenges should be overcome?
Jonathan Herbing: ‘Our main aim was to improve internal communication for all employees. This applies in particular to the transport service, administration and maintenance. We wanted to break down information silos, promote cross-departmental collaboration and minimise misunderstandings and time wastage. Another important goal was to ensure the flow of information for the transport service so that drivers are always informed about the latest developments. Finally, we wanted to make communication between administration and the route network more transparent in order to speed up decision-making and increase operational efficiency.’
Polario: What are the main functions of the MVB Employee App by Polario and how do they support employees?
Jonathan Herbing: ‘One of the most important functions is real-time communication. All employees receive important company news and updates directly on their smartphone, regardless of their location. This enables us to disseminate the latest information quickly and reliably. The app also promotes cross-departmental collaboration through group chats and forums. Here, employees can ask questions and clarify problems directly. We also have dynamic directories that allow employees to quickly find their colleagues’ contact details and static directories that provide important documents such as company agreements or training materials.’
Polario: How was the MVB employee app received by the employees? Are there certain features that were particularly well received?
Jonathan Herbing: ‘The app was very well received at the beginning. Within the first six months, over 80% of employees had downloaded the app. Employees particularly liked the user-friendliness thanks to the intuitive design and clear menu structure. However, we noticed that usage decreased by around 20% over time, which was due to non-functioning integrations. Overall, however, the feedback on the app was very positive.’
Polario: Have there been any measurable successes since the app was introduced? What positive changes have you observed?
Jonathan Herbing: ‘Yes, there have been several measurable successes. The introduction of the app has enabled us to significantly reduce paper consumption, as internal messages and information are now provided digitally via the MVB employee app. In addition, the involvement of the specialist departments in communication has improved. We have also noticed that our employees’ digital understanding has increased and that they are more willing to use digital tools. We have also defined specific KPIs to measure the success of the app. These KPIs include the number of app downloads, user activity and employee satisfaction.’
Polario: How does the employee app integrate into MVB’s existing IT infrastructure and HR management systems?
Jonathan Herbing: ‘We have successfully integrated the app into our IT infrastructure. This includes user management via Microsoft Exchange and Entra ID, which automatically synchronises new employees into the app. The integration of web applications such as the driver portal or internal appointment booking was also possible without any problems. However, connecting our existing self-service portal proved to be a challenge. In the end, we had to decide against integration, as usability would otherwise have suffered too much.
Polario: How would you describe the collaboration with Polario and plazz AG during the introduction of the app?
Jonathan Herbing: ‘The collaboration was very respectful right from the start. The continuous support from plazz AG, which helped us integrate the app into our existing IT infrastructure, was particularly positive. The one-day workshop for the launch was also very helpful in customising the app to our specific needs. We would only have liked more expertise in the area of change management, as this was new territory for us.’
Polario: Is there any advice you would give to other companies that want to introduce similar digital solutions?
Jonathan Herbing: ‘An important piece of advice is to view the introduction of an employee app as a strategic internal communications project and not purely as an IT matter. The communications department should take the lead to ensure that the app supports the company’s objectives and reflects the culture. It is also crucial to provide sufficient editorial resources to populate the app with relevant, up-to-date content. Finally, be prepared for the fact that digital projects require continuous maintenance and customisation.’
Polario: How is the MVB employee app being adapted to the changing needs of employees? Are there plans for future updates?
Jonathan Herbing: ‘Yes, we are planning continuous updates. One of the most important enhancements we already have in the works is the more seamless integration of the transport service portal. This will allow drivers to view their rosters, shifts and operating times directly in the app. We are also working on integrating more entry points for digital workflows, e.g. to our document management system (DMS) or our ticket system, into the app via forms so that important internal processes, e.g. ticket creation, notifications, etc., can be accessed digitally and on the move by everyone. We are also planning to introduce company tablets for the transport service, which can be used for both private and business purposes.’
Polario: Jonathan, thank you very much for this exciting insight into the digital employee communication solution at Magdeburger Verkehrsbetriebe! It sounds like the Polario employee app is a real asset for the employees and the company.
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