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Using SharePoint to drive information managementfor Service Improvement

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Speaker: Rita ArrigoEmail: Rita.Arrigo@pitcher.com.auMobile: 0488 486633www.linkedin.com/in/rarrigo

Date: Wednesday August 24th

About Rita Arrigo Graduate of Engineering and Marketing Over 20 years in Technology 10 Years in Online and Digital SolutionsKey Clients

Passionate about the benefits of TechnologyFlexible and add value across sectors

About Me

Agenda

Information management maturity Workshop Attendees Discussion and Results Translation Key Features of SharePoint to Deliver on IM Requirements Case-studies from

1. National Australia Bank2. Gilbert+Tobin3. Mallesons4. Corrs Chambers WestGarth

A road map for your service improvement needs from a legal perspective with SharePoint, search and business intelligence quick wins

IM Maturity

Level Name Detail

Level 1 Aware There is an awareness that problem exists but the organization has taken little action regarding data quality

Level 2 Reactive Awareness and action occur in response to issues. Actions is either system or department specific

Level 3 Proactive Information Development is part of the IT Charter and enterprise management processes exist

Level 4 Managed Information is managed as an enterprise asset and well-developed engineering processes and organisation structures exist

Level 5 Optimized Information Management is a strategic initiative, issues are either prevented or corrected at the source and best in class solution architecture is implemented. Focus is on continuous improvement

The Meta Group discusses Information Management Maturity based on 5 levels as follows:

The issue

Legal Practitioners need to obtain information from multiple applications through the day‒ Billing Information‒ Work Product‒ Saved Email‒ Matter Contacts‒ Forms

Launching Various applications to navigate complex menu resulting in frustration and time wasted

Based on the International Legal Technology Association (ILTA), managing e-mails management is the No 1 issue

What does the Legal Community want?

Greater Control over Content Ability to collaborate with the team and their clients A framework that supports

1. The discovery and preservation of all enterprise content

2. Manages the document lifecycle in compliance3. Content that is easy to find4. Collaborative creation and tagging

How do you best utilise your intranet, Extranet and Internet for better customer engagement?

Business User Experience

Business Collaboration Platform

Data Infrastructure and BI Platform Data Infrastructure and BI PlatformAnalysis ServicesReporting ServicesIntegration ServicesMaster DataData Warehousing

Integrated Content and CollaborationThin ClientsDashboardsBI SearchContent ManagementCompositions

Familiar User Experience Self-service Access and InsightData Exploration and AnalysisPredictive AnalysisData VisualizationContextual Visualization

Our Solution Layers

Enterprise

Team

Extranet

Business Applications

SharePoint across the enterprise

Individual

Division

Internet

Reduced Training – The consistent platform means that there is less training, and users can use the same familiar office interface for intranet and extranet.

Scalability - SharePoint 2010 can include tens of millions of items in a single library. Files can be intelligently routed and stored based on metadata, eliminating the need to identify exact folder locations.

Document Repository Integration – Microsoft has worked with the ECM ecosystem to drive rich integration with Documentum, OpenText, Meridio, and TRIM. Other integration is provided through the External Storage API.

SharePoint also integrates with SAP, Siebel, Oracle, and MS-CRM.

Workflow Events – SharePoint 2010 extends your workflow options and capabilities, by providing pluggable services. So your workflows can go beyond SharePoint, so that can deploy workflows that can interact and integrate with external systems such as SAP, CRM, and custom applications.

Internet

Intranet

Extranet

Implementing an IM Strategy

Key Example is the client portals 1. Consistent navigation experience across multiple

environments (i.e. the intranet and extranet), allows the experience to be similar for both clients and internal users.

2. Collaboration allows for a cultural shift. This means that the big impediments uninterested end-users and lack of senior management buy in can be reduced as the framework is adding value and not creating extra work

3. Enforcing metadata and governance strategy in SharePoint is can be formal or allow for social features like tagging, usage ratings

Intranet

Extranet

Internet

IntranetIntranet Features

Business Intelligence eg :Executive Dashboards and personalised dashboardsMobile Enabled AccessEvent Planning and other project sitesRecently Authored Content and ability to post, tag and likeExpertise FindersSocial Networking Features, Wiki’s BlogsService Portals

Intranet

Intranet

Extranet

Intranet

Extranet

Internet

Extranet FeaturesFlexible Security Options including Active Directory or directory services like Forms Based Access ControlSearch features available to any level as SharePoint now trims contentBusiness Connectivity Services now supports read and write operations with LOB applicationsClient PortalExpertise SearchSocial Networking Blogs, wiki’sJob Candidate Applications

Extranet

Internet

Intranet

Extranet

Intranet

Extranet

Internet FeaturesCross-browser supportW3C standards and accessibility complianceDynamically Changing Page LayoutsIn context Text EditingOne Click Page Creation or Office EditingEasy to add rich media via a specialised asset libraryProduct Catalogues Multi- Media ContenteCommerce Features

Internet

Internet

Discuss and EngageEnable team interaction with social media tools

Discuss and share insights with a rich blogging experience

Locate useful information with content rating and navigation with tag clouds

Relevant SearchFind structured and unstructured data

Find reports, workbooks, and people seamlessly with relevance

Refine and filter to get what you want the first time

Increase visibility into key team and organizational

objectives with dashboards

Display business data in context

Enable continuous analysis and iterative decision making

with new chart types

See interdependencies with strategy maps

Increase Organizational VisibilityTrack key metrics

About Metadata in SharePoint

Metadata drives discovery and action− Navigation− Search− Interaction

− Rating− Comments− Tagging

Managed− Taxonomy

Unmanaged− Folksonomy

Features and Benefits

Office integration Word Automation Services The Content Organizer Metadata

‒ Navigation Compliance

‒ Multi-stage disposition Accessibility

What’s Makes A SharePoint Document Different? Metadata

‒ Finding content‒ Managed metadata services

Content Types Rich media management Document Sets

FolksonomyManaged Taxonomy Open Hierarchies

Level of Control

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Case Study

1. Gilbert+Tobin2. Mallesons3. Corrs Chambers WestGart4. NAB5. Brit & Gordon

Gilbert+Tobin Lawyers

200 Lawyers rolled out FRANK – For Realising Advocating and Networking Knowledge based in SharePoint

The new system presented content in a refreshing newway with more of a familiar website look and, as a result, usage of FRANK significantly increased. Collaboration was an important feature with lawyers

contributing content and being actively involved in peer review.

The Result

The result, according to the knowledge manager, lawyers could produce higher quality work and be far more efficiently.

The cultural shift was managed by clearly developing the information life cycle management, removing the reliance on e-mail and file sharing, driving improved content management through collaboration and locking down permissions into folder and document levels

Corrs Chambers Westgarth

Approx 600 staff and 600 lawyers BI Platform that delivered data to partners including

‒ Staff Utilisation‒ Work in Progress‒ Team Members Billable Hours

Looking to extend BI Platform beyond partners to managers and other staff and ensure the metrics were relevant to them

Issues current platform expensive to licence and difficult to use, resulting in rogue reports and different versions of the truth

Solution

Proof of Concept Development based on Microsoft SQL Server

Also CCW were fully licensed for SharePoint Able to extend their BI with familiar tools so that every

team can have access to utilisation and budgetary information.

Ability to calculate value of marketing due to accurate profitability analysis.

Mallesons Connect

Mallesons wanted to provide predictable service levels, demonstrate value, provide round the clock service.

Mallesons Connect provides clients with‒ Project Progress‒ Financial Reports‒ Alerts‒ Training‒ Resource Availability

People Finder

Users can update the details on intranet and automatically be available on Internet

Lewissilkin

Innovative Law Firm in the UK with 300 employees They needed a simplier more scalable method for

sharing documents with clients. They wanted to integrate an extranet to the firms

existing intranet document library. They used SharePoint for both their intranet and

extranet using the built in security of forms based authentication and rights protected content.

Result

Saving money in maintaining just one document management and collaboration platform and reducing their training budget as they were already familiar with the SharePoint Intranet.

NAB – Business Intelligence

The Vision• To reposition NAB

Finance as a Service Delivery Organisation

The Journey• Worked with NAB BISC to establish

key operational issues:• Knowledge Management• Operational Sources of

Information and the need FAQs and a central repository

• Difficulty in Finding Reports• Engaged end-users of

finance data to understand their needs

• Worked with Microsoft for hands on experiences to enable learning like the Customer Immersive Environment.

• Pitcher Partners designed and developed the Proof of Concept

The Result NAB - Proof of Concept

Accordion to easily display large sets of information and ratings of documents based on usage.

About the Proof of Concept• Vision to reposition NAB Finance as a Service Delivery Organisation• Demonstrate the business intelligence capabilities of SharePoint 2010, SQL Server 2008 R2, SQL Server Analysis Services.

Demonstration 1 – The Portal

Scenario One

End User Customer of The Finance Department

Searches Service Catalogue and finds the Banker Dashboard

The Service Catalogue

IncludesSilverlight PivotSee for more detailshttp://www.microsoft.com/silverlight/pivotviewer/For a live example:http://www.microsoft.com/silverlight/case-studies/

Scenario Two

Power User of the Finance Department - Developing a report for consumption by the business

This report is to show the sales of a particular service line of the last few years

The demonstration is designed for a power user

Banker DashBoard

Demonstration 3 – BI Portal

Scenario Three

New Employee to the Finance Department

Finding out about a service offering Locate a Service Owner Search for relevant documents

Demonstration 4: Application Browser

Scenario Four

Knowledge Management as an employee of the finance Department

Managing FAQ’s Creating Video Updating Wiki’s

Demonstration 5: Support

SharePoint Website

SharePoint 2010 For The Web and Intranet at Bendigo Regional Tafe• Ability for non-technical users to manage the site with daily updates.• Provides easy to update content authoring• Enhanced Search Capability• Allows prospective students to see multimedia examples and student testimonials of the experience of students who have studied with Bendigo TAFE. • The website includes an online course application form which is processed internally by Bendigo TAFE staff using a specific Student Journey Management site built using SharePoint 2010 on their intranet.

The Gordon – SharePoint 2010

SharePoint 2010 For The Web• Course List Searchable and integrated to course database• Easy to update all interactive components of the site• Provides easy to update content authoring• Integrated Twitter Feed

Think Strategically

Position yourself well to reach your audience, enhance your brand & deliver business objectives

A Search Driven Application

Developed with a combination of components including

Federated Results Web Part

custom rank profiles

extensions built with SharePoint Designer and/or Visual Studio.

Search Driven Applications so what

It allows the ability organize results by customer, then drills into that customer with a single click. It brings in line-of-business data using Business

Connectivity Services (BCS), - This could be a practice management system.

then applies custom property extraction to it using the content processing pipeline.

Acting on search results, a user can create an email from selected results, schedule meetings, visit a team site, or even use the capabilities directly within SharePoint, such as social search, using SharePoint workflows.

About Enterprise Search

Enterprise Search makes an organization’s content accessible to employees, customers, and partners. Most people use web search (like Bing or Google) regularly at home, and expect search inside the firewall to be the same.

But Enterprise Search is different. Rather it must ‒ connect different systems, ‒ different types of files,‒ provide security and access control.

Corporate searchers prefer fewer but highly relevant results, and often there is only one "right" document.

Why SharePoint Search? The structure and metadata of corporate data is important, as are

company-specific vocabularies and taxonomies. The "box, button, and result list" paradigm used for the past 25

years in web search is limiting. With high-end search it's possible to deliver more effective and

compelling search experiences. FAST Search for SharePoint delivers a better search experience

out of the box. The box, button, and search results are still there, but the overall experience is quite different. The search experience provides better results faster by being visual, conversational, social, and contextual

The Out of the Box view

What Next

Confirm Vision•Ensure Vision is aliged to firm strategic Goal

Establish key User requirements•Early engagement with a working group leads to users embracing the solutions

Proof of Concept or Pilot•This will allow for management commitment

Use Design to ensure usability•Don’t be scared to customise. This can really make a difference to your users

From a technology Perspective

Engage with a Solution Partner to work with IT to establish software assets

available

Understand the landscape and where integration to existing system would

create a better experience

Choose a department or process to map and

establish ways to improve the current approach

Why Pitcher Partners?

At Pitcher Partners Consulting we have a strong reputation for the breadth of our business knowledge and pride ourselves on our ability to identify problems and provide successful business solutions.

We offer a unique blend of business and information technology accreditation and experience in developing information systems solutions, running complex projects and delivering value to clients.

We understand that your business goals and objectives are the first priority. We place strong emphasis on identifying areas where technology can improve efficiency and add value.

Our Capabilities Extensive technical skills and breadth of experience in Microsoft

technologies; specialising in SharePoint, .NET and SQL Server.

We are a Microsoft Gold partner with extensive expertise in SharePoint, Internet and Client Portals, Business Intelligence and Search.

We can help you establish your licensing entitlements as many organisation own SharePoint and have not deployed.

All our senior consultants are accredited project managers, providing structure, control and confidence around the delivery of our solutions.