Presentation for first in-person meeting of LinkedIn Group for West Coast Intranet Managers
- 1.The Group Health Intranet : A Quantum Leap Forward Integrated
Health Care Requires Integrated Collaboration October 12, 2011
Becky Kaplan Farone
2. Agenda
- Where we started - devising a new strategy
- Getting approval and funding
- Getting org buy in on homepage
- Overcoming tech challenges
- Change management challenges and wins
3. Where we started 4. InContext 5. The A3 6. Problem Identified
via A3
- Employees responsible for care delivery and health plan
administration cannot find, or use well, the information they need
to do their jobs.
The foundation for achieving our 2012 targets will be our
ability to implement our strategies effectively, through
operational excellence. 2010 Business Plan Summary 7. This Is Your
Intranet
- Started 1992-95 on a shoestring; over 15 years old
- Team of 3 (manager + 2 Web Usability Consultants) for 9000+
staff
- 300+ Web Authors/Section Managers
- 176,642 pieces of content on InContext; 1.7 mill. in SharePoint
(not linked)
- Multiple info repositories (InContext, SharePoint team sites,
shared drives, blogs, individual brains)
Does the intranet enable our staff to support our strategy? 8.
Cant Work Without It Staff User Survey 9. How our intranet isnt
supporting our strategy (Staff Focus Group feedback)
- It feels like the tools are not in touch with what the
frontline needs to do their job. Suzanne, Network Case Manager
Content such as policies and procedures are too
department-focusedif Im on the floor, I dont want to think about
hierarchy- I just want to go straight to it. -KT, Nurse Supervisor
Ive stopped using searchIve tried entering in Medicare Compliance
and get results in the top 5 that include memos from 1998. -Fiona,
Strategic Services I have a hard time finding the right contact in
clinics. Not all temporary or part time staff are listed so I cant
always find people when there are mistakes. If Im not able to help
a patient it makes me and GH look bad. -Jesse, Patient Account
Representative Integrated health system? Regulatory and quality
scores? High Gallup engagement scores? (tools needed to do my job?)
Quality ? 10. Solution :integrated INTRANET platform on SharePoint
2010 I can find it all in one place Content I need is organized by
tasks I need to complete them I only need to learn [and support]
one tool. Note: Our proposed solution does NOT include any
re-design work on the existing SharePoint team sites. These have
been and will continue to be- under the management of individual
departments and site owners. 11. Getting approval and funding 12.
Making the Case
- What solution? Are you sure?
13. Why Now?
- OneWeb project deadline , server going away = December
2011
- Rapidly growing employee content= increasing by at least 12,000
items/year flat rate)
- SharePoint 2010 upgradelack of training/support/automation =
even more confusion
- Aggressive company goals,esp. staff engagement
14. Three Options Need Tech Strategy Decision A decision today
required to meet OneWeb deadline
- Staff Directory + Home page update only Not Recommended
- No change to content structure
- No change to SharePoint support issues
Option 3
- One Web SharePoint Foundation Only
- Same as above but 36-60 months to move content (3-5 yrs)
- Remain in 2 intranet state for duration + old content
structure
Option 2
- Full Intranet Replacement Recommended
- SharePoint 2010 intranet; templates; CMS; security
- SharePoint staffing/support/governance
- 12-18 months to migrate content
Option 1 15. Why SharePoint? Experts Weigh In 55% of
organizations have implemented or are considering implementing
SharePoint ( Global Intranet Trends 2009 report - 227 participant
organizations) 50% of 2009winning intranet sites SharePoint 70% of
2010winning intranet sites SharePoint Nielsen Norman Group
http://www.useit.com/alertbox/intranet_design_2009.html 16.
Important Dates Critical Paths
- Strategy Decision = Today February 10, 2011 (ITSC)
- Funding Decision = February 2011 (Ric Magnuson)
- Confirm resources/contracts = March 2011 ( Intranet Team )
- Content Clean Up = Feb Dec 2011 ( Web Authors )
- Start Build (same as OneWeb )= April 2011 ( Vendor )
- Finish Build = Dec 2011 ( Vendor )
- Start Move In (site migration) = Jan 2012 ( Vendor )
- Finish Move in (site migration) = June2013( with vendor help
)
-
-
- = June2016( without vendor help )
17. New Intranet Project = Managed Change
- Process itself supports increased staff engagement.
- Staged approach = time to get used to SharePoint intranet
- No new work for Web Authors until 2012 (supported Content Clean
Up in 2011)
- Clear communication plans starting ahead of changes
- Training for Content Authors + on demand help for all
staff
- Coordinated schedules (where possible) with other tech
teams
18.
- OneWeb deadlines threatened and/or stuck with 2 intranets if
dont go further.
- GHC staff continue to have issues getting their work
done.Increased complexity from health reform .
- Missed opportunity to use intranet/technology to meet staff
engagement goals (esp. new employees)
- Problems with SharePoint continue + get worse
- No content management system = cant manage/track content/fully
support collaboration
- Attracting & retaining staff who expect more (admin and
clinical)
What if we dont invest now?Risks A new intranet is Whats Next
for the health of our patients and the communities that we serve.
19. The SharePoint Element 20. Current GHC SharePoint Experience
21. What other companies are doing with SharePoint 22. Contained
Project
- External SharePoint vendor for Design/Dev/Test
- External SharePoint vendor for content migration
- External training vendor for initial training of authors +
recorded in situ training on intranet
- Carefully timed site migration plans + 30 day redirects to
maintain productivity
-
- Formalized SharePoint support structure/plan
-
- FTE SharePoint dev to join intranet team
-
- Temporary maint. contract with vendor as needed
-
- Steering Committee/Working Group
-
- On going content author user group mtgs (have now, technology
switched to SharePoint)
- Existing intranet team owns all support, trouble-shooting,
communication, migration planning,
- MSS/PMI already committed to SP 2010 team site migration
23. Why SharePoint? Tech/Usage reasons
- SharePoint 2007 + 2010 both include robust collaboration,
workflow, content management, central design control, etcfeatures
that meet our current + future needs.
- Office 2010 + Windows 7 to be installed greater
integration/collaboration.
- SharePointalready installedat Group Health +42%of GHC staff
already use it
- Costsfor licensing/servers already built into existing
operating/capital budgets.
- Active Directory in place=links to employee info databases form
viable basis for new Staff Directory; more data to present + easier
to keep current
- SharePointsearch can integrate with Vivisimosearch (already
contracted) = avoid paying for FAST.
- The most respected intranets use SharePoint .
24. SharePoint 2010 Migration
- Setting expectations for new consultation/support levels
- Creating new support processes w/tech, Help Desk, vendor
teams
- Build it and they will come?
25. The new homepage 26. Group Health Homepage Goals
- Reflect the company Group Health is now and in process of
becoming: a patient/member focused organization using modern
technology.
- Provide an effective starting point for top tasks for all staff
types at Group Health. These are appropriately represented.
- Drive traffic to home page to get necessary organizational
updates and support transparent communication.
- Support People goals of increased Gallup scores for Group
Health is a good place to work with a Homepage that helps attract
and retain employees who expect up to date tools.
27. Homepage Content Requirements Process
- 2010 Intranet User Feedback Forum
- 2010 Focus Groups & individual staff interviews
- 2011 Homepage Working Group
- 2011 Open & closed card sorts (global& homepage
navigation)
- 2011 Vendor (Allyis) experience
28. Voices Represented
- At least 25% of all GH Staff!
- Branding Communications & Public Relations
- Clinical Representatives:
- Human Resources/Total Health
29. Intranet Creative Requirements Process
- Typicallya creative brief tells a designer these things:
- Messages? Features? Benefits?
- Desired behavioral change?
30. Intranet Creative Brief
- Problem to solve? Employees responsible for care delivery and
health plan administration cannot find, or use well, the
information they need to do their jobs. [A3]
Audience? Group Health staff, contractors and verified partners
(VM, etc) Messages? Features? Benefits? Well, its an intranet not a
marketing piece. But there are still goals and benefits a visual
design can communicate. [ Refer back to our extensive research and
explicit homepage goals.] 31. Intranet Creative Brief, cont.
Desired behavioral change? 1. Feel like the GH intranet supports,
not hinders work getting done. 2. Believe GH cares about staff
enough to provide up to date tools 3. Enthusiasm about being part
of the GH community. Voice? Image? If the intranet was a persona,
what would it be? we were asked. Collaborative, energetic, helpful,
engaging. inspired, and dressed in business casual, we replied.
[Also based on new GH brand goals from Lin + GH Brand Standards.]
32. Round One Multiple Options 33. Final Design!
- Planned System Downtimes indicator
- More treatment/icon in News
34. 35. Overcoming tech challenges 36. Staff Directory + Photos
A New Frontier
- Previous attempts to update, esp photos, failed
- Required Staff Photo Rodeo
- Ownership of staff data in question
- Phone numbers + clinical operations connection
- Vamoose project + photos in Outlook 2010 before new staff
directory
37. Current Staff Directory 38. SharePoint 2010 Staff Directory
39. Search Almost Google
- No control over meta tags
- Inadequate search refiners
- Results fromm different data sources mixed in
- No actual management, confi, tuning.
40. Data but no results 41. SharePoint Search 42. Change
Management 43. Communication & Adoption
- Work closely with internal communications, HR, legal
- Executive Steering Committee
- New intranet naming contest
44. Different Audiences
- Huge range of tech interest and abilities
- Varying usage of intranet + SharePoint
- Varying degrees of acceptance/opinion of intranet +
SharePoint
- Shared workstations + individual systems
- Varying degree of control over schedules + locations
45. Training
- Budget for external training resources but still formulating
plan
- Microsoft on demand video training option
- Planning for in person sessions + modular topics
46. Where we are now 47. Calm before the storm
- Recent launch date change
- Two sprints complete + demos of new site in action
- IRP mailbox monitoring/early feedback
- Hiring process for new team member