1JTC Consulting Group

Knowledge Management System

Jennifer LeighCarlos PenaTerry Yong

2

Agenda

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

Overview

Solution

Delivery & Deployment

Change Management

Solution Demonstration

Middlesex University

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

Large private university (~15,000 students)

Headquartered in Waltham, MA. Several academic units (schools)

School of Law School of Engineering School of Medical School of Veterinary Medicine (SVM)

External Relations IT

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Business Context

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

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ChaoticOnboarding

Disorganized Documentation

Standardized

Onboarding

SearchableKnowledge

Base

KnowledgeCapture

Current

Problem

Future

Solution

   

Knowledge Loss

Knowledge Management System Resulting In....

Communifire

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

Best of breed collaboration software• Forums• Wikis• Articles• Collaboration space• Smart search• Case management

On-premise or cloud-based implementation

Affordable

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Communifire

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

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MS SQL server database

IIS web server

MS ASP.NET

Well documented REST APIs

Customized Homepage

Help Desk

Trends & Metrics

Overview

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

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User authentication

Key Current New

Communifire

Project Management

Business Intelligence

Intranet Platform

Single Sign On

ForumsCase

ManagementPortal

Search

MS SQL Server

Intranet Platform

ServerData Base

System Architecture

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

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User authentication

Project Management

Data Base Server

Key Current New

REST API

REST API

REST API

REST API

Business IntelligenceVPN connectionODBC ODBC

Single Sign On

List of URLs (HTTP GET)

Redirect + Parameters

Task Updates

Task Creation

Usage Data

Data Requests (SQL)

Security Token

Communifire

Project Timeline

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

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Deliverables

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

▪ Project Planning

▪ Communifire Configuration & Systems Integration Development• Communifire Configuration• SSO Integration• Workfront Integration• Oracle Business Intelligence Integration• SharePoint Integration

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Deployment

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

▪ Communifire Implementation

• Communifire Space Set-up• Communifire Security Set-Up• Documentation & Resource Migration• Training & User Acceptance Testing

▪ Post-Implementation

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TEAM

BASED

Communifire Access

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

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▪ Users access provisioning▪ Communifire roles

Deployment

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

▪ Communifire Implementation

• Communifire Space Set-up• Communifire Security Set-Up• Documentation & Resource Migration• Training & User Acceptance Testing

▪ Post-Implementation

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TEAM

BASED

Change Management

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

▪ Team Leads• Assist in team spaces design • Facilitate team communications• Point of contact for project team

▪ Communications• All Staff Meetings• Newsletters• Team Meetings

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Training Plan

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

▪ Preliminary• Team Leads

▪ Initial• Team Members• Power Users

▪ Post-Implementation • Drop-In Sessions

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Success Metrics

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

▪ Onboarding Survey▪ Reduction in onboarding average time▪ Decrease in onboarding complexity rating▪ Manager’s new employee preparedness score

▪ 20% increase in articles▪ Users

▪ 70% of staff login▪ User login 2+ times per month

▪ 50% Decrease in number of help requests

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How can I get a replacement keycard?

I lost my keycard, how can I get a replacement?

HR, Keycard

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Questions

JTC Consulting Group

Knowledge Management System / External Relations Department, School of Veterinary Medicine

?22

ForumsCase

ManagementPortal

Search

MS SQL Server

Intranet Platform

ServerData Base

Data Flow

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User authentication

Project Management

Data Base Server

Key Current New

Business Intelligence

Single Sign On

Task Updates

Task Creation

Security Token

Communifire

List of URLs (HTTP GET)

Redirect + Parameters

Usage Data

Data Requests (SQL)

ForumsCase

ManagementPortal

Search

MS SQL Server

Intranet Platform

ServerData Base

System Architecture

24

User authentication

Project Management

Data Base Server

Key Current New

REST API

REST API

REST API

REST API

Business IntelligenceVPN connectionODBC ODBC

Single Sign On

Communifire