How to achieve a successful intranet .. well-informed employees and transformed services

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