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Presentation on Intranet Conference in Oslo, november 2014: How to turn your intranet into a solid business case. With four Danish examples from Intra2 | Share Intranet Real Practice
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How to turn your intranet into a
Solid Business Case
Mads Richard
Confex: Intranett 2014 – November 24th 2014
Confex_141124 © Intracom Consult
Background
• Consulting company founded in 2000. Business implementation of intranet and digital workplaces
– Advice and coaching. Strategy and implementation. 80+ customers.
• Share Intranet Real Practice – Online Community sharing intranet data and more than 3500 intranet
screenshots from more than 250 Danish companies
– Join us at Intra2.dk
• Events – Conferences, workshops, Intranet SiteSeeings, Groups of interests
– Next Event: Intrateam Event Copenhagen 2015 – February 25th – 27th
• Intranet User Survey and Benchmark – In collaboration with Worldwide Intranet Challenge
Confex_141124 © Intracom Consult
Presentation in two parts
• The digital landscape – Intranet vs. Digital Workplace
– Traditional intranet vs. Social Intranet
• How to turn your intranet into a solid
business case
Confex_141124 © Intracom Consult
The digital landscape
MOBILE
Personal PC
Infoboard
Smartphone
Shared PC
Labtop
PDA
Tablet
STATIONARY
Confex_141124 © Intracom Consult
The digital landscape
Internal
systems
External
services
Digital Workplace
Synergy Availability
Confex_141124 © Intracom Consult
Where is your intranet
in the digital landscape?
Digital Workplace
Useful
Nice to
Business Critical
Internal
systems
External
services
Confex_141124 © Intracom Consult
The digital palette
Library
• Navigation
• Search
News Channel
• Articles
• Updates
Tool
• Order and book
• Update data
• Report and
approve
Meeting Place
• Contact
• Dialogue
• Collaboration
Pull
Self service
Push
Collaboration
Digital Workplace
Confex_141124 © Intracom Consult
What’s your intranet?
Library
• Navigation
• Search
News Channel
• Articles
• Updates
Tool
• Order and book
• Update data
• Report and
approve
Meeting Place
• Contact
• Dialogue
• Collaboration
Pull
Self service
Push
Collaboration
Digital Workplace
Traditional intranet
Digital workplace Social intranet
Confex_141124 © Intracom Consult
Useful Nice to
Business Critical
Your intranet starting point
The digital landscape The digital palette
Confex_141124 © Intracom Consult
How to turn your intranet into a
good business case
• Know your starting point
• Don’t try eating the elephant in one bite – Divide the intranet into well defined business cases
• Find relevant, business critical problems – With owners and budgets
• Help solving problems – In dialogue with owners
Confex_141124 © Intracom Consult
Selected Intranet Business Cases
• Bank
• Local Municipality
• Ministry of Foreign Affaire
• Public Supplying Company
Confex_141124 © Intracom Consult
Intranet Business Case
Bank
• Background – Strong increase in customers demand for financial
advice
• Problem – Shortage of competent advisors
• Stressed advisors
• Different advice from different advisors
• Customers going to other banks
• Goals – Shorter preparation time -> more customers pr. advisor
– More flexibility between advisors
– Quicker introduction for new employees
– Better and more standardized advice
Confex_141124 © Intracom Consult
Intranet Business Case
Bank
• Possible solutions – Accepting present situation
• Saying no to customers
• Continue getting unsatisfied customers
– More training
– More standardized procedures
– More employees
– More employees working overtime
• Targeted portal for customer advisors – Responsible: Product Managers
Confex_141124 © Intracom Consult
Intranet Business Case
Bank
See screenshots from this presentation on
Confex_141124 © Intracom Consult
Intranet Business Case
Local Municipality
• Background – Strong increase in internal mails
• Problem – Combined over- and under information
• Difficult for top management to reach all employees
– Time wasted in sending and finding relevant news
– Different versions of same news in different media
• Goals – Slimmer, better and more relevant news flow
• Avoiding over – and under information
– Easier to find old news • Avoiding personal archives and redistribution of old news
– Easier for news provider to select right channel • Including top and local managers
Confex_141124 © Intracom Consult
Intranet Business Case
Local Municipality
• Possible solutions – Letting go
– Mail governance: • Restricted politic for mails to different target groups
• Shared news groups
– Other kind of media
– Education
• Segmentation and personalization – Responsible: Communication
Confex_141124 © Intracom Consult
Intranet Business Case
Local Municipality
Before
Same front
page for all
See screenshots from this presentation on
Confex_141124 © Intracom Consult
Intranet Business Case
Local Municipality
Same
Segmented
Personalized
After
See screenshots from this presentation on
Confex_141124 © Intracom Consult
Intranet Business Case
Local Municipality
• Effect – No more ‘mails for all’
– Reduction up to 1/3 of department mails
Confex_141124 © Intracom Consult
Intranet Business Case
Ministry of Foreign Affaires
• Background – Annual shift of responsibility and working location for
25% of employees - involving many different departments
• Problem – Lots of manual working procedures in getting,
checking and updating new data
– Bad service to employees being moved
– Many old or wrong data in phonebook – long time after the changes has taken place
• Goals – Quicker and better service for moved employees
– More correct information in phone book – quicker
– Saving man hour
Confex_141124 © Intracom Consult
Intranet Business Case
Ministry of Foreign Affaires
• Possible solutions – Accepting present situation
– More central employees
– Decentralization of responsible to local units
– Better and more standardized procedures
• One stop moving self service on intranet – Responsible: Service Desk
Confex_141124 © Intracom Consult
Intranet Business Case
Ministry of Foreign Affaires
See screenshots from this presentation on
Confex_141124 © Intracom Consult
Intranet Business Case
Water supply and sanitation company
• Background – Management wanting higher quality in customer
service
• Problem – Difficulties for customer service to find relevant and
available employees
– Customers hanging on pending phones
– Experienced employees used as interim steps
• Goal – Less time used for finding relevant and available
employer
– Minimizing sending customers around
– More satisfied customers
Confex_141124 © Intracom Consult
Intranet Business Case
Water supply and sanitation company
• Possible solutions – Accept present situation
– Implement special competence overview in customer service
• Competence directory in phonebook – Responsible: HR / Management group
Confex_141124 © Intracom Consult
Intranet Business Case
Water supply and sanitation company
See screenshots from this presentation on
Confex_141124 © Intracom Consult
Intranet Business Case
Water supply and sanitation company
See all screenshots from this presentation on
Confex_141124 © Intracom Consult
Selected Intranet Business Cases
• Bank – Targeted portal for customer advisors
• Local Municipality – Segmentation and personalization of news portal
• Ministry of Foreign Affaire – Workflow for annual change of locations
• Public Supplying Company – Competence finder
Confex_141124 © Intracom Consult
How to turn your intranet into
a solid Business Case
• Know your tool / media / platform – The long term potentials
– The short term capabilities
• Focus on the core business – People, problems, goals and resources
• Help the business to find, implement and maintain good (intranet) business cases - themselves!
Mads Richard
[email protected] – Mobile +45 22 17 95 95
www.intracom.dk
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