Global Big Bang

13 AUGUST 2014 THE NEW COMMUNITY PORTAL 1

Global Big Bang

Christine Rübner Hultmann, COWI, Head of Global Knowledge Management

COWI SharePoint 2013 Intranet

Agenda

26 AUGUST 2014 COWI POWERPOINT PRESENTATION 2

History

Preperations for go-live

The Global big bang

Ups'ere

Learnings

New features

22 SEPTEMBER 2014 COWIPORTAL UPGRADE - ORGANISATION 3

The history of SharePoint in

COWI

NOVEMBER 14, 2014 COWI POWERPOINT PRESENTATION 4

The upgrade project COWIportal Upgrade

›  Upgrade from Sharepoint 2007 to Sharepoint 2013 solution.

›  We went from a highly customized solution (80% customized and 20% out-of-the-box) to a more standard solution (20% customized and 80% out-of-the box)

›  The project was planed as 1:1 technical upgrade for the intranet and external websites – but it was more than that…

›  The project started up February 2013 with all the consultants and the COWI project members.

26 AUGUST 2014 COWI POWERPOINT PRESENTATION 5

Time schedule COWIportal Upgrade

JUNE 2013 JAN 2014 MAY 2014 JUNE 2014 SEPT 2014 DEC 2014

Step 1 www.cowi.com and the other upgraded websites were launched

Step 2 Launch of upgraded and improved project sites.

Step3 Launch of upgraded COWIportal. Improved community and department sites.

The upgraded solution is developed and lunched in three steps in 2013 and 2014:

Project Manager

Websites, Intranet and Project sites

Consultants

Consultants

IT and Knowledge

Management

SharePoint basis and migration

Consultants

IT

IT security

Search

Consultants

IT and Knowledge

management

Change Management

Knowledge Management

Test management

Knowledge Management

IT

Customers (one from each area)

Project Organisation


COWIportal Upgrade


The great

preparation

›  Across the different project tracks we had a change management track. The primary output was news about the upgrade for the employees.

›  Up till go-live we prepered a new help site with user guides, webinars, FAQ. ›  the help site has been established together with the business owners of Project sites.

After the upgrade we have the same document management.

›  Training of Service Desk in SharePoint 2013 before go-live

›  Global Portal team 2-day training workshop and weekly meetings

›  Broken link tool ›  The new IT architecture resulted in a massive numbers of broken links.

So we bought a broken link tool that fixed 95% of all broken links.

How we prepared the business for the go-live


COWIportal Upgrade


Special taskforce for Business

implementation

With the business implementation track we wanted to: ›  Analyze ways of working by target groups

›  To pre-inform specific target groups about the changes

›  Matching of expectations of resource used in the organisation after go-live

›  To obtain the best basis for user adaption of the upgraded portal

Business implementation


COWIportal upgrade

14/11/14 COWIPORTAL UPGRADE: BUSINESS IMPLEMENTATION TRACK

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Business implementation plan COWIportal Upgrade

Pre-information Before go live Go live General/specific information to different target groups about changes Target groups: Business support managers Community sites (network managers) Departments (organisational sites) Geographic areas, e.g. North America Key messages: - "Today–to-morrow" => "How to do after the upgrade…" - Changes of ways of working after the upgrade - "Where do I find data in the new version of my portal site…" - Handling of errors - Support from Service desk - Help site with guidelines and videos - Webinars

General information to Regional Business Process Managers about changes Key messages: - Short presentation of the new portal upgrade -  How will the project inform the

organisation about the upgrade -  Pre-information phase

General information to whole organisation about changes Key messages: - Portal News about the change - Webinars - Videos - Help site


The Global

Big Bang


The Global Big Bang Rollout strategy

›  The roll out of SharePoint 2013 would impact all sites on the portal with new templates and URLS.

›  We knew migrated content would look different and in many cases require adjustments.

›  We could not open for pre editing on the new solution due to the number of sites and the logistic behind it.

The conclusion: Go for a Global big bang strategy Adjust and rebuild only top level pages. Otherwise prepare for impact and be ready for supporting the business.


COWI Mission control Creating the solution

Here we have the SharePoint out of the box solution

Where should I

plug it in?


COWIportal Upgrade team Preparing for liftoff

Servers are GO

Servicedesk is GO

Solution is GO

Users are kinda GO

Search is GO


Launch of Sharepoint 22 September 2014

COWIportal upgrade

COWI We have a problem

Call ServiceDesk


But then….


The phones are red hot COWI Helpdesk

All yours links broken?

Is COWI India Gone?

You have a empty FrontPage?

Please listen Vice president. All content

should be there!

No Sir. Your news has not been deleted but

is moved

You don't see the News?

No..there is no dislike button in SharePoint.

Sorry madam. You say COWI Tanzania exist. This does not correspond to our

master data You saw the left

navigation yesterday but not today?

So it is a Organisational

publishing site? How does it look like. Oh

that's a normal publishing site. NO

then you cant do that


The impact COWIportal upgrade

›  Massive pressure on 1-2-3 level support. ›  Main support areas was:

›  Finding old migrated content (Pages, lists, docoments)

›  Using the new SharePoint interface (Ribbon, framework)

›  Creating News and defining audiences (3 new types of audiences)

›  Broken links and images (Even with the link tool)

›  Missing sites due to new IT architecture (Masterdata reflecting organization)

›  ServiceDesk got hit with 30% increase in incidents.

›  2-3 level Support in it and Group Communication & Knowledge Management were put down for 10 weeks. We had only expected 4 weeks.

›  Very time consuming support for management due escalation of support case.


The

Learnings


The impact created

Business Disturbance

Some impact was expected but could we have done it better?

We had prepared…

so what was missing?


Aftermath – questions we asked

COWIportal upgrade

›  We had prepared the business but did they really understand what was about to hit them?

›  We thought we knew all the corners of the Intranet but is it possible when handling with a big Intranet as COWI?

›  Were we to focused on the new SharePoint features and forgetting the daily tasks preformed in the old solution?

›  Did we unintentionally prioritize things that we thought was less important and later found out that it actually had great importance for some?

›  Did we forget some key players?

›  Was the Global Big bang strategy the right one?


Simple and yet complicated solution

COWIportal upgrade

›  SharePoint "out of the box" with multiple Site collections sounds very good. Each site collection had its own Governance but in the process we actually created a Governance monster. These differences was hard to communicate to the Organisation.

›  We experienced missing Governance due to new functionalities that we did not know or could not foresee and therefor was unsupported.

›  We changed the way of working through a new IT architecture which the business had a hard time understanding and figuring out. Among things new usage a master data to generated navigation and targeting news. Generating a lot of time consuming high level management support.

›  The migration of content to new solution went very well. But the problem was that people had a hard time finding it and thought content was gone generating a lot of support.


What have we learned? COWIportal upgrade

›  Analysis, analysis and more analysis. When involved in high impact web project do not underestimate the value of a thorough analysis of Business Impact.

›  Reflection areas for future Intranet projects that has to be handled:

›  Stakeholder analysis and audience description

›  As-is - to-be use of system

›  Change of IT architecture - how does it affect users, operation and maintenance

›  Behavior affected and Behavior you want to achieve

›  Potential political conditions

›  Anticipate expected hyper-care activities and volume

›  and much more….

›  Create Super user group for testing and receiving valuable feedback. Talk to people who actually is using the portal. Acknowledge that the days of a central Intranet group that know the entire Intranet is over.

›  Keep the solution simple and prioritize features


Thank you Questions?