Customer Devotion: How We’re Bringing OneDuty to Life

PagerDuty is undergoing a transformation called OneDuty to adapt to a world increasingly reliant on virtual work, aiming to reimagine the future of work for its employees and customers by focusing on smarter work practices and customer-centric outcomes. The company is exploring changes in workspace design to facilitate collaboration and social interaction, while ensuring inclusivity and equal opportunities for remote, office-based, and hybrid employees. By implementing the RACI model, PagerDuty seeks to enhance decision-making and time management, allowing for a swift response to customer needs. The initiative emphasizes behaviors such as ruthless prioritization, risk-taking, and a bias toward action, aligning with the company's value of championing the customer. As part of OneDuty, PagerDuty is embedding efficient practices into daily operations, seen in examples like the automation of manual processes and innovative solutions developed during dedicated times for creative thinking. This strategic shift is intended to drive sustainable change, support long-term growth, and enhance the company's ability to scale, despite the inherent challenges of such an extensive change program.