Getting buy-in for your                                           intranet project                                        ...
About ANZANZ is one of the largest companies in Australia and New Zealand anda major international banking and financial s...
About ANZ’s intranet, Max1998   IT creates ‘intranet’ for their use1999   ‘Max’ is launched for whole of ANZ2005   IT Gove...
Meet Max           4
Previous attempts to secure buy-in2005: Replace in-house publishing tool with SharePoint  • Too technology-focused, Govern...
Turn challenges into opportunitiesChallenge                   OpportunityChange of senior leader     • What was their prev...
Building the business case1.   Research early and measure, measure, measure2.   Tie it to your organisation’s business str...
Numbers are vitalUser Centred Design  • High emphasis on UCD methodologies and including users from    the start - increas...
Numbers are vital: what can YOU measure?Productivity costs:  • Calls to internal help desks if information is hard to find...
What we measuredCentralised publishing team         +Content improvements         +Information Architecture improvements  ...
The intranet is a vital part of ANZ operations   Site statistics (30 day period)*   • 11.1 million intranet page views   •...
Gathering user support  •    Make use of your biggest critics  •    Keep the dialogue (and the research) going  •    Don’t...
Fifth time lucky?Funding from IT stopped in 2010 after the business case wascompleted.Since then, we have focussed on the ...
Future Max?              14
Thank you for listening.Any questions?tamsin.stanford@anz.com                   15
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Tamsin stanford presentation

  1. 1. Getting buy-in for your intranet project Tamsin Stanford, Senior Manager Intranet Communications StrategyDynamic Intranets, 8 & 9 September 2011
  2. 2. About ANZANZ is one of the largest companies in Australia and New Zealand anda major international banking and financial services group. • 32 countries inc. Australia, NZ, Asia, India, Pacific and US • 170-year history • 8 million customers worldwide • 411,000 shareholders • 48,000 employees • Rated worlds most sustainable bank by the Dow Jones Sustainability Index in 2007, 2008, 2009, 2010 • ANZ’s global headquarters rated world leader in environmentally sustainable design by Green Building Council of Australia 2
  3. 3. About ANZ’s intranet, Max1998 IT creates ‘intranet’ for their use1999 ‘Max’ is launched for whole of ANZ2005 IT Governance Board aims to upgrade Max (1)2007 Ownership moves from IT to Communications2008 IT project aims to upgrade Max (2)2009 Productivity Forum funds ‘Fix Max’ project in Communications2009 IT and Communications create Roadmap, request funding (3)2010 CEO makes ‘Fix Max’ project a permanent team2010 CIO funds ‘Globalise and upgrade intranet’ business case (4)2011 Deputy CEO becomes executive sponsor 3
  4. 4. Meet Max 4
  5. 5. Previous attempts to secure buy-in2005: Replace in-house publishing tool with SharePoint • Too technology-focused, Governance Board too senior • Intranet not yet seen as a critical business tool2008: Replace intranet: part of ‘Enterprise Workplace’ strategy • Too technology-focused and driven • Organisational restructure refocused budgets2009: Upgrade and globalise intranet: roadmap • Driven by Corporate Communications but with IT as partner • Funding request bounces between divisional committees2010: Upgrade and globalise intranet: business case • Driven by IT but with Corporate Communications as partner • Priority given to customer-facing technologies 5
  6. 6. Turn challenges into opportunitiesChallenge OpportunityChange of senior leader • What was their previous intranet like? Are they supportive of change? • Get in front of them with your storyOrg restructure • Better IA can future-proof the intranet • People directory will help people ‘find the expert’Productivity drive or cost • Use specific examples to show time orcutting cost savingsIT changes such as • Will old systems still work? Willsystem upgrades additional integration be required?A multitude of • What is the risk of duplicate content orrepositories are used for costs of maintenance, training andcontent support for other repositories? 6
  7. 7. Building the business case1. Research early and measure, measure, measure2. Tie it to your organisation’s business strategy3. Make it real4. Provide a summary5. Be consistent in your language Objectives Opportunities • Productivity 1. Connecting people • Operational Risk 2. connecting applications • Super regional 3. connecting information • Simplicity 7
  8. 8. Numbers are vitalUser Centred Design • High emphasis on UCD methodologies and including users from the start - increases chances of getting it rightLean Six Sigma • Define, Measure (and measure, and measure!), Analyse, Improve, ControlIf you can, combine the two methodologies 8
  9. 9. Numbers are vital: what can YOU measure?Productivity costs: • Calls to internal help desks if information is hard to find • Rework through incorrect content being used • Time spent completing key tasksIntranet publishing costs: • Training – not just the cost of facilitator, but the cost of participants being away from their desks • Support – each questions asked of our intranet help desk costs the business moneyTechnology costs: • Upgrading a potentially old platform • Integrating an old platform with newer applications • Businesses funding their own one-off solution 9
  10. 10. What we measuredCentralised publishing team +Content improvements +Information Architecture improvements +Reduced support requirements = $ millions in productivity savings 10
  11. 11. The intranet is a vital part of ANZ operations Site statistics (30 day period)* • 11.1 million intranet page views • 1,400,000 Australia Branch/Call Centre page views What our staff have told us: • 90% of staff go to the intranet first to find out what is happening at ANZ** • The best source of truth that helps me do my job is: “Max”** • 50% of respondents’ jobs would be affected in less than 1 hour if the intranet was unavailable***. For customer-facing staff this figure is 70%. Top five things accessed on the intranet***: • Processes and manuals 73% • Group news and announcements 71% • Policies 71% • Support information (HR, Risk, Finance, Comms) 70% • Forms 67%Sources:* Omniture reporting, 21 Jan - 20 Feb 2011** Group Communications Survey, Nov 2010 (1962 responses, all divisions)*** Global Intranet User Satisfaction Survey, April 2009 (1370 responses, all divisions) 11
  12. 12. Gathering user support • Make use of your biggest critics • Keep the dialogue (and the research) going • Don’t assume everyone will have the same ‘triggers’ • Create personas to show you understand users’ needsWhat channels can you use? • Elevator pitch • Discussion forums • Staff magazine • Existing intranet homepage • Online survey • Focus groups 12
  13. 13. Fifth time lucky?Funding from IT stopped in 2010 after the business case wascompleted.Since then, we have focussed on the root cause of lack of fundingand interest and: • Changed the executive sponsor we were pitching to • Held tailored one-on-one discussions with senior leaders • Focused on cost of proliferation of small projects • Finalised a governance strategy • Resurrected discussions with website team • Generated excitement by talking about it at every opportunity and showing persona-based screenshots 13
  14. 14. Future Max? 14
  15. 15. Thank you for listening.Any questions?tamsin.stanford@anz.com 15

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