When “human-centric” mindset guides the AI-First journey

With that philosophy, FSOFT’s Digital Transformation and Operations (iDO) not only invests in technology systems to enhance the experience for all FPT Software employees, but also focuses on developing its people internally—continuously accompanying each member on the transformation journey, creating motivation for every individual to grow sustainably together with the company.

Let’s join Cucumber in meeting Ms. Dương Kiều Oanh – Head of iDO – to hear her sharing on how iDO supports its team in the AI-First era: from creating motivation and nurturing capabilities to retaining talent, so that each individual can grow steadily and stay committed for the long term.

Cucumber: With the human-centricphilosophy, how is this being specifically demonstrated at iDO in terms of investment in and support for employees?

Ms. Oanh: iDO is the unit that develops and operates management and production application systems for all of FPT Software. Simply put, many day-to-day activities within FPT Software run smoothly thanks to the systems built and maintained by iDO. At the same time, iDO is also one of the pioneering units in applying AI-First to its own internal operations.

That’s why, for iDO, without putting people at the center, it would be very difficult to transform successfully. Technology – even AI – ultimately only truly creates value when users can master it.

Recently, iDO has focused heavily on reskilling and upskilling the team, especially skills related to AI. We organize many sharing sessions, mentoring, and work-related discussions so that everyone understands what AI is, what it can be used for, and how to use it in each member’s daily work. The working environment at iDO also aims to be trusting, open, and willing to experiment—so people aren’t afraid to learn or change, but instead actively learn and are ready to change.

Cucumber: Across different development stages, how has iDO changed or adjusted its approach to attracting, retaining, and developing people to better match the team’s real needs and the market context?

Ms. Oanh: In the early stages, iDO needed people with a pioneering spirit – ready to do things that had no precedent, learning while doing. People paid out of their own pockets to buy AI licenses, researched on their own, and used them. At that time, the biggest challenge wasn’t a lack of work, but a lack of experience and reference models.

Later, when we became confident using our own AI-driven SDLC – especially as AI has been developing very quickly – our people’s approach also changed. iDO focuses on helping all members of the team become better every day by learning to use AI together.

AI training and sharing programs are held continuously and are closely tied to real problems. More importantly, leaders and managers proactively listen to understand what difficulties employees are facing and what support they need, then adjust the approach accordingly – rather than expecting everyone to figure it out on their own.

Cucumber: In a volatile context, how is iDO recognizing even the smallest contributions/efforts of employees so that it goes beyond rewards and truly creates trust, motivation, and long-term engagement?

Ms. Oanh: Building systems and running operations – especially serving internal customers – often doesn’t produce “flashy” results. But without stability, the whole organization will be affected. Therefore, iDO truly appreciates the silent contributions of team members.

We try to recognize not only final outcomes, but also efforts throughout the process: from a small improvement, an idea to apply AI that saves time, to contributions that keep systems stable for tens of thousands of internal users.

Besides formal recognition, being trusted with more responsibility, being involved in new AI and transformation initiatives, and being given the opportunity to be a “speaker” sharing with the entire unit are also ways iDO shows recognition and its expectations for the team.

Cucumber: Could you share a few specific stories about iDO employees that impressed you – how iDO supported their development journey?

Ms. Oanh: There are quite a few such stories, especially during the period when iDO has been promoting AI-First thinking and ways of working. I’ve seen people who were initially quite hesitant when they heard about AI – feeling that the new technology was distant and difficult.

But thanks to joining internal sharing sessions and receiving support from teammates and mentors, they gradually understood more and began trying to apply AI in their work. Some moved from only using AI for reference to proactively proposing process improvements, even stepping up to share back with the team.

What impressed me most wasn’t how well they used AI, but the change in mindset and their confidence. And that is exactly what iDO hopes to achieve when accompanying each individual.

Cucumber: As the leader of iDO, what message would you like to send to employees to strengthen trust, maintain the spirit of companionship, and grow with the company in the long term?

Ms. Oanh: AI and digital transformation will certainly continue to change many aspects of how we work. But I want to emphasize that at iDO, people are always at the center of every system and every strategy. As you all know: “If you want to go fast, go alone; if you want to go far, go together.” For FSOFTers or iDO-ers, now we can both go fast and go far when we accompany one another and also accompany AI.

Cucumber would like to sincerely thank Ms. Oanh for her heartfelt and inspiring sharing. Wishing the entire iDO family continued unity and breakthroughs, so that together we create many outstanding milestones on the “Level Up” journey.