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1. How to achieve a successful intranet….. well-informed employees and transformed services Martin Greenwood,
Socitm Insight programme manager
26 June 2007
2. Socitm Insight 26 June 07 Page 2 Better connected intranets:Emerging good practice in driving efficiency
Our question for you today
How can we help you further
in improving your intranet?
3. Socitm Insight 26 June 07 Page 3 Better connected intranets:Emerging good practice in driving efficiency
Introduction
Process of development
Structure and content
Case studies
4. Socitm Insight 26 June 07 Page 4 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
5. Socitm Insight 26 June 07 Page 5 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
6. Socitm Insight 26 June 07 Page 6 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
7. Socitm Insight 26 June 07 Page 7 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)
8. Socitm Insight 26 June 07 Page 8 Just over six years ago ……………
Local e-government:
Learning from the best
We carried out an in-depth
analysis into CISCO Systems
9. Socitm Insight 26 June 07 Page 9 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).
10. Socitm Insight 26 June 07 Page 10 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.
11. Socitm Insight 26 June 07 Page 11 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.
12. Socitm Insight 26 June 07 Page 12 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
13. Socitm Insight 26 June 07 Page 13 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.
14. Socitm Insight 26 June 07 Page 14 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.
15. Socitm Insight 26 June 07 Page 15 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
16. Socitm Insight 26 June 07 Page 16 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
17. Socitm Insight 26 June 07 Page 17 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
18. Socitm Insight 26 June 07 Page 18 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
19. Socitm Insight 26 June 07 Page 19 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)
20. Socitm Insight 26 June 07 Page 20 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
21. Socitm Insight 26 June 07 Page 21 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.
22. Socitm Insight 26 June 07 Page 22 Process of development
‘My ideal intranet………
…………….is used’
An intranet that nobody looks at
is a complete waste of resources.
23. Socitm Insight 26 June 07 Page 23 Process of development
Key elements
of success
24. Socitm Insight 26 June 07 Page 24 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)
25. Socitm Insight 26 June 07 Page 25 Leadership
As corporate tool,
intranet needs support of chief
executive and senior management.
Also needs strategic direction based on user engagement
and consultation
26. Socitm Insight 26 June 07 Page 26 Governance
Ensure right skills of web team
Develop active network of trained and supported
contributors
Provide guidelines and standards
27. Socitm Insight 26 June 07 Page 27 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
28. Socitm Insight 26 June 07 Page 28 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
29. Socitm Insight 26 June 07 Page 29 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?
30. Socitm Insight 26 June 07 Page 30 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?
31. Socitm Insight 26 June 07 Page 31 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?
32. Socitm Insight 26 June 07 Page 32 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?
33. Socitm Insight 26 June 07 Page 33 Criteria – two examples
Transactions Can employees transact business via the intranet?
Promotion Is the intranet being fully marketed to all employees?
34. Socitm Insight 26 June 07 Page 34 Transactions … Top ten applications Phone directory
Bulletin boards: classifieds, discussion, lost and found, events
Human resources applications: absence
recording, flexi-time management, expense claims
Job vacancies
Room bookings
Catering: lunch menus, online food ordering
Geographical information systems (GIS)
Committee information system: agendas and
minutes
Leader’s briefing/monthly message from heads
of directorates
Employee discounts: cut-price cinema tickets,
restaurant meals, travel
35. Socitm Insight 26 June 07 Page 35 Some innovations
‘Baguette and Go’
Traffic bulletin
Photo library
Corporate ‘e-induction’
Chief executive’s blog
Visitor passes.
On-line course booking facility
Flowers on-line
Competitions
36. Socitm Insight 26 June 07 Page 36 Promotions Take advantage of captive audience
Maximise opportunity from launches of new versions
Promote intranet regularly
37. Socitm Insight 26 June 07 Page 37 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
38. Socitm Insight 26 June 07 Page 38 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)
39. Socitm Insight 26 June 07 Page 39 Case studies
Shire district (Chorley BC)
Shire county (Lincolnshire CC)
Unitary (Borough of Poole)
London borough (RB of Kensington & Chelsea)
40. Socitm Insight 26 June 07 Page 40 Chorley BC Strong on process of development
41. Socitm Insight 26 June 07 Page 41 Lincolnshire CC Strong on user engagement Hands-on study with individuals doing tasks
Workshop with cross-section of users
Global questionnaire to whole workforce
42. Socitm Insight 26 June 07 Page 42 Borough of Poole Strong on marketing
43. Socitm Insight 26 June 07 Page 43 RB of Kensington Strong on leadership & Chelsea
44. Socitm Insight 26 June 07 Page 44 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
45. Socitm Insight 26 June 07 Page 45
Any comments or questions?
46. Socitm Insight 26 June 07 Page 46 Better connected intranets:Emerging good practice in driving efficiency
Our question for you today
How can we help you further
in improving your intranet?
47. 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