Enterprise Collaboration
Strategy & Implementation
Presented By
Karthik Chakkarapani
IT Director
Technology Solutions & Operations
www.aha.org
CIO: IT Leadership StrategiesJuly 14th, 2011 - Chicago
Agenda
About AHA
The Challenge
Strategy &Approach
Adoption Strategies
Requirements & Selection Process
Demo
Architecture
Features & Business Value
Results – Business Use Cases
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About AHA
American Hospital Association (AHA) is the National Organization that represents and
serves all types of hospitals, health care networks, and their patients and communities
Represents 5,000 hospitals, health care systems, networks & providers of care
Represents 12 personal membership groups that comprises 40K+ members.
Ensures members' perspectives and needs are heard & addressed in national health policy
development, legislative and regulatory debates, and judicial matters.
Is the voice of members in Washington, earning respect and attention from political, opinion
leaders and the media.
Focus on federal relations, policy, and communications has resulted in a strong record of
changing the thinking of Congress and the executive branch.
Brings value in the form of service and leadership to the hospital field to promote a higher
performing health care delivery system.
Provides hospital leadership, professional development, performance improvement &
excellence.
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AHA’s Vision, Mission, Values
Vision
A society of healthy communities, where all individuals reach their
highest potential for health
Mission
To advance the health of individuals and communities; the AHA leads, represents and
serves hospitals, health systems and other related organizations that are accountable to the
community and committed to health improvement
Values
People…Integrity…Leadership…Diversity…Collaboration…Excellence…Innovation
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Who We Are? What We Do?
Trustees/Boards (CHG)
Developing excellence &
accountability in governance
Diversity in Leadership (IFD)
Expanding health care leadership
opportunities for ethnically,
culturally, and racially diverse
individuals
Nursing Leadership (AONE)
Shaping health care delivery
through innovative nursing
leadership
Hospital Professionals (PMGs)
Advancing professional
development and capacity
Information & Media (Health
Forum)
Helping leaders to advance
hospital strategy and performance
Hospital Operations (AHA Solutions)
Advancing the adoption of excellent
practices/solutions
R&D (HRET/HPOE)
Transforming health care through
research, education and
dissemination
Community Health (ACHI)
Strengthening community health &
delivery of community benefit
Physician Leadership Initiative (PLI)
Advancing excellence in patient care
Core Organizational
Functions & Services
Optimizing operational
effectiveness & efficiency
Information Technology
Finance, HR, Admin
Legal, Meetings, Travel
Advocacy & Member Relations
Policy leadership, federal relations,
communications & resource Center
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Business Needs & Challenges
Improve & Increase Communication & Collaboration across the Organization
Provide New ways for a diverse group of AHA Business units & Employees with different Skills &
Expertise to Interact, Communicate, Collaborate & Share information and ideas efficiently
Foster Innovation & Creativity across the organization to attain Performance Excellence & Process
Improvements
Break-down Silos across business units and Tap collective intelligence to solve challenges
Facilitate Learning and Capture Knowledge on best practices, standards and methodologies
Discover People, Skills, Expertise and relevant Information quickly & easily
Manage & Collaborate on Projects & Initiatives effectively & efficiently
Provide a Central hub for Information Management, Aggregation & Delivery - Social tools,
Seamless integration to SaaS Apps with Single Sign-On, Shared Services, News & Updates, Events,
Calendar, Enhanced Security & IT Self-Service functions
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Solution Approach
Enterprise Collaboration PlatformSocialtext, Box.Net, Delve Networks, Symplified
Effective Communication + Collaboration +
Interaction + Sharing Knowledge & Ideas
Process Improvement, Process Excellence, Break Down
Silos, Creativity & Innovation across the Organization
Leads to
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Industry Award & Recognition
AHA was named the “2011 Laureate for The
Computerworld Honors Program” under the
“Collaboration” category
2011 Honors Programs Laureates
The Computerworld Honors Program is recognized by the news media
as an award promoting positive social, economic and educational
change through the use of IT
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Social Enterprise Success Factors
To become a true Social Enterprise,
Understand Social Media and make use of Social Networks such as Facebook & Twitter.
Create Enterprise Collaboration platforms for employees to collaborate & communicate.
Create Social Networks for Customers/Partners to understand their requirements better.
Develop and integrate Social Networks & Enterprise Collaboration platform with Enterprise
Applications.
Monitor activities, conversations to drive Business Strategy, Decisions & Development.
Other Names
Enterprise 2.0, Enterprise Collaboration,
Enterprise Social Collaboration, Social Intranet,
Social Business, Social Networking for Business
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Social Media Overview & Market
Mission Control
Future = Mobile + Social
Strategy & Approach – 15 Key Steps
1. Assessment – Understand the Current
Environment/Readiness
2. Develop a compelling Strategy
3. Develop a strong Business Case
4. Develop a Road map/Implementation Plan
5. Form a Steering Committee (Advisory
council or Governance Committee)
6. Define Requirements & Design
7. Evaluate Vendors & Select the right
Platform/Solution
8. Develop an Adoption Strategy & Plan
9. Develop Communication, Marketing,
Change management & Training plans
10. Implement Solution & Adoption Strategies
11. Do Communication & Marketing
12. Conduct Training & Road shows
13. Listen, Monitor and Analyze Usage
14. Do Continuous Improvements and Changes
15. Partner & Collaborate with the Vendor
Click here to see more details on the above strategies
Requirements & Selection Process
Vendor Requirements
SaaS based application
Public & Hybrid Cloud based model
Open Architecture – ability to connect and integrate
seamlessly with other websites, applications, network
security and 3rd party widgets (iGoogle)
Market leader & pioneer with good product strategy,
roadmap & innovation
Ease of implementation & use, robust UI, less training
and support
Ease of product support and maintenance
High performance and ability to scale
Solution Requirements
Has *SLATES capabilities
Creates a sharing culture
Fosters creativity & innovation
Absolute confidence in the adoption rate
Fits the way people work
Aggregates information from many sources
Low Total Cost of Ownership
One Single Sign-On
Less IT support & maintenance
Click here to see SaaS Vendor Selection Framework & Checklist* SLATES - Search, Links, Authoring, Tags, Extensions & Signals
Common Risks & Challenges
Employees will adopt and use the platform more if they can “do” & “get” the work done
more efficiently and effectively.
Employees will not find the Enterprise Collaboration Platform useful – “IF”
• It is just one more place to find information
• Not required to get any work done
• Requires one more login/password
• Not all the employees are on the platform
• Cannot discover people/skills due to lack of profile completeness
• Cannot find important information
• Has more “white noise” rather than useful information
• Lack of participation
• Not used for organization wide communication & updates
• Lack of communication on the purpose of the platform.
Adoption Strategies – 10 Key Steps
1. Provide Single Sign-On to Enterprise Collaboration Platform
2. Provide Seamless Single Sign-On to key Enterprise Applications – “In the Flow”
3. Provide Easy Access to the Enterprise Collaboration Platform – Any location, Any Device, Any time
(Securely)
4. Make the platform as a “One Stop” Hub for Information – “The Intranet”
5. Provide seamless Integration to key Enterprise Applications – “In the Flow”
6. Provide seamless Integration to Document & Digital Media Management – “In the Flow”
7. Implement Strategy Alignment Framework – “In the Flow”
8. Implement Project Management & Collaboration Framework - “In the Flow”
9. Implement Corporate Services Information Framework - “In the Flow”
10. Implement Innovation & Idea Center Framework - “In the Flow”
Click here to see more details on the above strategies
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Technology Architecture & SSOClick here to see the process flow details
Demo
Click here to see the demo video
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Collaboration Platform - Features &
Business Value
Business Value
Discover colleagues and follow people who will be helpful to you
Accelerate and improve communication and collaboration among the people
and teams you work with
Share ideas and solutions
Harness innovation and creativity
Create a hub of information, ideas and expertise on important topics
Get a rich picture of the people behind the work
Bridge across silos and start conversations with ease
Effectively tap the collective intelligence of co-workers
Share quick updates with your team in a targeted way
Manage and collaborate on projects and initiatives
Single Sign-On to Enterprise Applications, IT Self-Service
Run queries against Enterprise Applications systems/data and collaborate on the
results
Features
Social Networking
Microblogging
Collaborative Groups
Distributed Spreadsheets
Dashboard
Wiki Workspaces
Collaborative Blogs
Desktop Application
Mobile Application
Application Connect
Single Sign-On
Intranet
Self-Service
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Benefits & Process Improvements
Next & New Generation Social Intranet, Collaboration platform & Information Hub
Improved Communication, Collaboration & Interaction between Management & Employees
Achieved Effective & Efficient way for Strategy Alignment & Business Unit Initiatives
Provided quick & easy access to AHA’s knowledge base, resources, information, updates & events
Achieved Effective & Efficient way for Project Management, Collaboration & Communication
Increased Awareness of IT Strategy, Services, Support, Projects & Initiatives
Improved Collaboration & Communication between Shared Services & Employees
Eliminated Email Communication on Projects, News & Updates & Alerts
Fostered Innovation & Creativity across the organization and generated a lot of ideas/solutions
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Nursing Leadership (AONE) –
Collaboration & Communication
Benefits & Business Value
Found relevant information faster and easier
Got additional resources & articles
Discovered people & expertise quickly
Formed a new group for collaboration
Information is now available & searchable \
Task force is on “Schedule”
Task Force
Explore how AONE can better meet the needs of
members from small, rural and critical access
hospitals and develop a plan to present to the board
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Strategy Alignment & Initiatives
Benefits
Efficient Strategy Alignment to Projects
Dynamic & Automatic Strategic Mapping
Improved Communication, Collaboration &
Interaction among Management & Employees
Efficient Project Management Collaboration
Increased Employee awareness of Strategies & Goals
Find relevant information faster and easier
Share ideas, comments & solutions faster & easily
Fosters innovation & creativity to problems
Drive towards Organized Communication
Eliminate Email Communication
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Project Management & Collaboration
Benefits & Business Value
Improved Communication, Collaboration &
Interaction on projects among Management & Teams
Efficient Project Management & Collaboration
Efficient Document Management & Collaboration
Increased Employee awareness of projects initiatives
Why, Who, What, When, How?
Find project updates & status via Signals faster
Share ideas, comments & solutions or ask questions
easily via blogs, signals, groups and workspaces
Subscribe to Project Communication & Updates
Fosters Innovation & Creativity
Drive towards Organized Communication
Eliminate Email Communication
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IT Service Management & Support
Benefits & Business Value
Direct communication between CIO, IT Teams,
Business Units & Employees
Improved Communication & Collaboration
Increased Employee awareness of IT Services &
Support available (Service Catalog – ITIL V3)
Seamless Access & SSO to SaaS Applications
Seamless integration to Box.Net & Delve (Video)
Find IT relevant Information & Updates faster
IT Self-Service, FAQs, Self-help Resources
Improved Customer Service & Satisfaction
Drive towards Organized Communication
Eliminated Email Communication
Enterprise Collaboration -
Business Value ExampleIdea to Concept to an Enterprise Initiative - Mobile Applications for Conferences
Business Benefits and Value
Generated new revenue opportunities
Enhanced conference experience for attendees
Provided fast and easy access of event and program information
Provided quick and easy access to resources
Provided attendees with real-time updates and news
Kept attendees connected and engaged via messages
Provided easy, intuitive and interactive maps
Provided more visibility for exhibitors, sponsors and speakers
Provided social media integration – Facebook, Twitter, LinkedIn
“Go Green”
Enterprise Collaboration -
Business Value ExampleIdea to Concept to an Business Unit Initiative - Mobile & Digital Magazines
Business Benefits and Value
User intuitive and ease of use
Access information – any time, any device
Information on “the Go” , “in Pocket”
Robust search (including back issues)
Download for offline reading and print
Share information with others via email and social media
Interactive audio and video – webinars, interviews
In-depth analytics & insights of user readership
“Go-Green”
Additional Adoption Strategies
Strong Commitment From Senior Management On a Continuous Basis
Identify Communication, Collaboration Challenges and Pain-points – Impact?
Identify & define lead Business Use Cases – Need, Value, Metrics etc
Identify and recruit energetic “Champions” & “Believers”
Do Road-shows, Hands-On Training, 101 sessions on Social Intranet (Facebook? Twitter? Blog? Social Media?)
Publish News & Updates, Success stories and Use cases - “Go to” site
Review Analytics and do Continuous Improvements & Minor Enhancements at regular intervals
Listen…..Survey…..Measure…..Monitor…..Analyze……Implement…..Continue this Cycle
Don’t Give Up!!!! Keep the Momentum !!!
Enterprise Collaboration - Closing “Thoughts”
Share a “Knowledge” Cake & Get 2 better “Knowledge” Cakes + a few Chocolates in return
1990 Rule – 1 person creates an article, 9 people edit/update, 90 people view it
(Wikipedia Framework)
Enterprise Collaboration - Closing “Thoughts”
To meet tomorrow’s organization’s needs, we cannot work
on yesterday’s tools
It is time to move and look beyond emails, file shares and static
intranet (Web 1.0) as the business communication & collaboration tools.
Contact Info
Thank You
Karthik Chakkarapani
IT Director, Technology Solutions & Operations
[email protected] [email protected]
LinkedIn: http://www.linkedin.com/in/chakraj
Blog: http://karthikchakkarapani.wordpress.com
Twitter: @kchakkarapani