Docstoc

Global Intranet

Document Sample
Global Intranet Powered By Docstoc
					How to achieve a successful intranet
….. well-informed employees and
transformed services

Martin Greenwood,
Socitm Insight programme manager

26 June 2007
Better connected intranets:
Emerging good practice in driving efficiency

Our question for you today

How can we help you further
in improving your intranet?




                Socitm Insight 26 June 07   Page 2
Better connected intranets:
Emerging good practice in driving efficiency

•   Introduction
•   Process of development
•   Structure and content
•   Case studies




                Socitm Insight 26 June 07   Page 3
Why are intranets important?
 ‘A platform for council-wide efficiency and business process
transformation…………But more than that, theloop has
succeeded in two key areas which require a tricky balancing act
to achieve.

On one hand, it ticks plenty of corporate boxes by offering
access to information, services and applications, which
offer up plenty of efficiencies year on year.

On the other hand, it is popular. It has become an online
community across directorates and buildings, helped boost
morale, established a channel for workforce engagement and
consultation and, not least, sparked a culture change in the
authority.
         Paul Morris, deputy chief executive, Chorley BC

                    Socitm Insight 26 June 07                 Page 4
Why are intranets even more important now?
Comprehensive Spending Review 2007

• No more funding for online services
  (in England at least)

• Tighter squeeze on budgets all round

• Stronger focus on transformation and efficiency



                Socitm Insight 26 June 07           Page 5
Why are even more intranets important now?


•   Customer-centric services >>>
•   Radical review of all business processes >>>
•   Need for stronger internal communication >>>
•   Focus on intranet as tool for communication and
    efficiency




                Socitm Insight 26 June 07        Page 6
Why intranet important?


•   To help employees to do their jobs effectively and
    efficiently

•   To share knowledge

•   To play an important role in team building, (esp for
    those who may work away from office)



                 Socitm Insight 26 June 07          Page 7
Just over six years ago ……………


Local e-government:
Learning from the best

We carried out an in-depth
analysis into CISCO Systems




                Socitm Insight 26 June 07   Page 8
Best in class …
An organisation that has already responded to the challenge
and built its reputation around the power of Internet.
• Selected by the Economist as example of best practice in
   wide ranging analysis on e-management (18 Nov 00)
• Voted by its employees as organisation best to work for in
  Sunday Times survey on Top 50 Companies in UK (4 Feb 01)
• Chosen by Gartner, leading IT analyst worldwide, as main
  focus of its keynote presentation at 2001 European Spring
  Symposium in illustrating Net Liberated Organisation.
• Featured by The McKinsey Quarterly in analysis of impact of
  economic downturn on future of networked company
  (18 Apr 01).


                  Socitm Insight 26 June 07              Page 9
Intranets .. One of 10 lessons from CISCO
For several years now Cisco has been innovative in
using its intranet to modernise its workplace and
assist and motivate its employees. It has turned the
intranet into the vehicle that drives the company. All
internal processes are now fully electronic. If
employees want a payslip, they print it themselves, or
else they do not receive one. They can look up
their previous payslips, overtime claims, mileage
and expenses on-line.


                Socitm Insight 26 June 07         Page 10
Intranets .. One of 10 lessons from CISCO
Another example is the Employee Directory. All
employees can access their own staff record in full
and correct and/or update any personal information.
Departmental and location changes are on the system
within 48 hours, ensuring that directory information is
reliable. Employees benefit from a company culture of
accessing people as senior as necessary to get
answers or solve problems and being able to access
the executive information system and all external
Information available to customers / suppliers, etc.
                Socitm Insight 26 June 07         Page 11
    Intranets .. One of 10 lessons from CISCO
Lessons to learn for local e-government

•     Discard all form-based processes

•     Give employees full access to the intranet

•     Broaden employees’ organisational knowledge




                   Socitm Insight 26 June 07       Page 12
    Intranets .. State of development
•     The intranet is still in its infancy. It has not yet exploited its potential
      for creating value for the organization, according to the 2006
      Global Intranet Strategies Survey.

      Key findings of survey include:

•     The intranet has entered maturity as a primary information tool.
      However, its value as a productivity and collaboration tool is not yet
      fully established, and its potential for creating business value is far
      from being understood.

•     Senior management perception of the intranet is out of sync with
      reality on the ground. It is largely unaware of the usefulness of the
      intranet for employees for their work.




                          Socitm Insight 26 June 07                         Page 13
    Intranets .. State of development (2)
•     In general, intranets lack sufficient funding and resources, although
      almost half of the respondents say they expect their 2007 and 2008
      budgets to increase.

•     Decision-making is an issue for most organizations. It is slow and
      suffers from political issues.

•     The primary strategy drivers for the intranet are "building a common
      culture", and facilitating knowledge sharing, collaboration and
      teamwork.

•      A primary obstacle for the intranet achieving its full potential is that
      is it too communication-oriented.

•     Intranet evaluation is irregular and inconsistent.



                         Socitm Insight 26 June 07                       Page 14
    The Global Intranet Strategies Survey
2007 survey now launched … results Oct 2007

What's new in 2007

•    The 2007 Survey includes some of the same questions as
     2006 in order to track evolution on key indicators. It deepens
     other areas such as collaboration and web 2.0 tools,
     localisation and language aspects, and findability and search
     issues.

•    The major new feature is that participants will be asked to
     share Best Practices and Lessons Learned around specific
     topics.

Visit http://netjmc.com/engl/survey01.html

                     Socitm Insight 26 June 07                Page 15
What is intranet?
Internal website for organisation for use and benefit of
employees, eg

•   Internal services and applications (eg processing
    expense claims)
•   Communication between managers and
    employees
•   Collaborative working between teams and work
    groups
•   Document repository

                 Socitm Insight 26 June 07         Page 16
How should intranets be developing?
Move towards transactional status

• Make expense claim
• Record absence
• Book room
• Book catering
• Process visitor to offices
• Receive payslip
etc etc


                Socitm Insight 26 June 07   Page 17
How project carried out?


•   Initial approach from SPiN after survey of its
    members

•   Pilot workshop December 2005

•   Four workshops June 2006 (Stirling,York, London
    and Birmingham)

•   34 organisations participated


                 Socitm Insight 26 June 07           Page 18
How report is structured
•   Process of developing an intranet

•   Structure and content of the intranet

•   Supported by four case studies:
       Shire district (Chorley BC)
       Shire county (Lincolnshire CC)
       Unitary (Borough of Poole)
       London borough (RB of Kensington & Chelsea)


                Socitm Insight 26 June 07     Page 19
Process of development
Intranets are different

Technology and much of information is the same, but
two important differences:

•   Audience is closed community
•   The user is in the next office




                 Socitm Insight 26 June 07      Page 20
Process of development
Intranets are different
As a result,

• Users much more likely to use intranets more
  frequently (x times per day) but will only do so if
  information up-to-date

• Usability testing should be quite easy and no
  excuse for having an intranet that is not easy to
  use.

                 Socitm Insight 26 June 07            Page 21
Process of development


‘My ideal intranet………

 …………….is used’



     An intranet that nobody looks at
     is a complete waste of resources.



              Socitm Insight 26 June 07   Page 22
Process of development




                                        Key elements
                                        of success




            Socitm Insight 26 June 07              Page 23
Engagement

•   Develop content and structure
    based on user research

•   Make use of frequent opportunities
    for feedback

•   Conduct quick online polls on range of topics

•   Carry out regular usability testing
      (design, navigation and content)




                  Socitm Insight 26 June 07         Page 24
Leadership



•   As corporate tool,
    intranet needs support of chief
    executive and senior management.

•   Also needs strategic direction based on user engagement
    and consultation




                  Socitm Insight 26 June 07             Page 25
Governance




•   Ensure right skills of web team
•   Develop active network of trained and supported
    contributors
•   Provide guidelines and standards




               Socitm Insight 26 June 07       Page 26
Development


•   Manage as a project
•   Set clear objectives
•   Define relationship with public website
•   Aim for 100% access
•   Make business case
•   Plan launch for maximum impact
•   Review the project
•   Plan to improve




                   Socitm Insight 26 June 07   Page 27
Sustainability




•   Think of development as iterative cycle
•   Ensure regular contributions to keep information
    up-to-date
•   Have process for removing out-of-date content
•   Develop as vehicle for all internal services
•   Support contributors with regular meetings and contact




                  Socitm Insight 26 June 07                  Page 28
Structure and content
•   Useful   Does the intranet have the information
             that employees are looking for?

•   Usable   How easy is the information to find and
             use on the intranet?

•   Used     How well used is the intranet?




                Socitm Insight 26 June 07        Page 29
Criteria for useful content
Information     Do employees find answers to their questions?
Currency        Can employees rely on the intranet being up to date?
Links           Are employees referred to another organisation if
                the intranet does not have the information?
News value      Does the content capture employees’ attention by
                its newsworthiness?
E-mail          Can people do business by e-mail with the
                council?
Transactions    Can employees transact business via the intranet?
Participation   Do employees influence council policies and
                decisions?




                   Socitm Insight 26 June 07                   Page 30
Criteria for usability
Ease of finding   Can people find the site easily?
Use of A to Z     Can people find their way easily to a specific topic?
Use of search     Does a specific word or phrase point employees
engine            to the information they want?
Use of location   Can employees find information easily using a map or
                  postcode?
Navigation        Can employees rely on a clear and consistent style in
                  finding their way around?
Design of         Can employees use online forms and transactions
transactions      easily?
Accessibility     Can employees use the intranet if they have a
                  disability?
Readability       Can employees understand what the intranet says?
Resilience        Can employees rely on the intranet to be available
                  and working properly?



                      Socitm Insight 26 June 07                  Page 31
Criteria for usage
Access        Do all employees have access to the intranet?


Measurement   Are employee numbers and interactions increasing?


Feedback      What do employees think about their experience in
              using the intranet?


Promotion     Is the intranet being fully marketed to all employees?




                  Socitm Insight 26 June 07                    Page 32
Criteria – two examples


•   Transactions Can employees transact business via the intranet?



•   Promotion    Is the intranet being fully marketed to all employees?




                     Socitm Insight 26 June 07                    Page 33
Transactions … Top ten applications
•   Phone directory                         •     Catering: lunch menus, online
                                                  food ordering
•   Bulletin boards: classifieds,
    discussion, lost and found,             •     Geographical information
    events                                        systems (GIS)

•   Human resources                         •     Committee information
    applications: absence                         system: agendas and
    recording, flexi-time                         minutes
    management, expense claims
                                            •     Leader’s briefing/monthly
•   Job vacancies                                 message from heads
                                                  of directorates
•   Room bookings
                                            •     Employee discounts: cut-
                                                  price cinema tickets,
                                                  restaurant meals, travel

                      Socitm Insight 26 June 07                           Page 34
Some innovations

•   ‘Baguette and Go’                        •     Visitor passes.
•   Traffic bulletin
                                             •     On-line course booking
•   Photo library                                  facility

•   Corporate ‘e-induction’                  •     Flowers on-line

•   Chief executive’s blog
                                             •     Competitions




                       Socitm Insight 26 June 07                       Page 35
Promotions
•   Take advantage of captive audience

•   Maximise opportunity from launches of new
    versions

•   Promote intranet regularly




                 Socitm Insight 26 June 07      Page 36
Promotions
•   E-mails to employees, counting down to launch
    day
•   Posters in communal areas
•   Banners in car parks
•   Launch pack on every desk, containing items
    such as an intranet branded mouse mat
•   News items in all regular forms of communication
    such as team briefings, internal newsletters etc.
•   Launch events with demonstrations,
    opportunities to try the intranet and refreshments
•   Roadshow taking the demonstrations to all offices

                 Socitm Insight 26 June 07        Page 37
Naming and branding
•   @ Work (with strapline ‘Connecting you at work’
•   — South Lanarkshire)
•   Barnetwork (LB of Barnet)
•   GEORGE (Lincolnshire CC)
•   Harinet (LB of Haringey)
•   Insider Online (East Renfrewshire)
•   Theloop (Chorley BC)
•   The Loop (Borough of Poole)
•   SINBAD (stands for ‘Staff Internal Network for
•   Basingstoke & Deane BC’)
•   Stockton Connect (Stockton-on-Tees BC)
•   Wave (Brighton and Hove)
    and
•   BORIS (Bracknell Forest)

                  Socitm Insight 26 June 07           Page 38
Case studies


•   Shire district (Chorley BC)

•   Shire county (Lincolnshire CC)

•   Unitary (Borough of Poole)

•   London borough (RB of Kensington & Chelsea)



                 Socitm Insight 26 June 07    Page 39
Chorley BC          Strong on process of
                    development




             Socitm Insight 26 June 07     Page 40
Lincolnshire CC Strong on user engagement
                                  •     Hands-on study with
                                        individuals doing tasks

                                  •     Workshop with cross-
                                        section of users

                                  •     Global questionnaire to
                                        whole workforce




            Socitm Insight 26 June 07                          Page 41
Borough of Poole                Strong on marketing




            Socitm Insight 26 June 07             Page 42
RB of Kensington                Strong on leadership
& Chelsea




            Socitm Insight 26 June 07             Page 43
RB of Kensington                       Strong on leadership
& Chelsea

Yesterday I attended our quarterly briefing for senior
management by the chief executive. On several occasions
during his talk he mentioned that the relevant document or report
could be found on the intranet. This information was received as
a normal and accepted practice and all senior managers
understood that to be fully informed within RBKC meant that they
needed to be active users of the RBKC intranet

        Trevor Ridley, eManager, Internet and Media Team



                   Socitm Insight 26 June 07                Page 44
•   Any comments or questions?




               Socitm Insight 26 June 07   Page 45
Better connected intranets:
Emerging good practice in driving efficiency

Our question for you today

How can we help you further
in improving your intranet?




                Socitm Insight 26 June 07   Page 46
How to achieve a successful intranet
….. well-informed employees and
transformed services

Martin Greenwood,
Socitm Insight programme manager

26 June 2007
               Thank you for listening

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:7
posted:8/27/2011
language:English
pages:47