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Enterprise Social Collaboration & Innovation Strategy & Implementation June 23rd 2011 Presented By Karthik Chakkarapani IT Director, Technology Solutions & Operations American Hospital Association www.aha.org
Agenda About AHA The Challenge Strategy &Approach Requirements & Selection Process Demo Architecture Features & Business Value Results – Business Use Cases Adoption Strategies
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.
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 andserves 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
Who We Are? What We Do?Advocacy & Member Relations Hospital Operations (AHA Solutions)Policy leadership, federal relations, Advancing the adoption of excellentcommunications & resource Center practices/solutionsInformation & Media (Health Community Health (ACHI)Forum) Strengthening community health &Helping leaders to advance delivery of community benefithospital strategy and performance R&D (HRET/HPOE)Hospital Professionals (PMGs) Transforming health care throughAdvancing professional research, education anddevelopment and capacity dissemination Core Organizational Functions & Services Physician Leadership Initiative (PLI)Trustees/Boards (CHG) Optimizing operationalDeveloping excellence & Advancing excellence in patient care effectiveness & efficiencyaccountability in governance Information Technology Finance, HR, Admin Diversity in Leadership (IFD)Nursing Leadership (AONE) Legal, Meetings, Travel Expanding health care leadershipShaping health care delivery opportunities for ethnically,through innovative nursing culturally, and racially diverseleadership individuals 5
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
Social Enterprise Success FactorsTo 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.
Social Media Overview & MarketSocial Media Revolution & Facts - 2011 Mission Control Future = Mobile + Social
Strategy & Approach – 15 Key Steps1. Assessment – Understand the Current 8. Develop an Adoption Strategy & Plan Environment/Readiness 9. Develop Communication, Marketing,2. Develop a compelling Strategy Change management & Training plans3. Develop a strong Business Case 10. Implement Solution & Adoption Strategies4. Develop a Road map/Implementation Plan 11. Do Communication & Marketing5. Form a Steering Committee (Advisory 12. Conduct Training & Road shows council or Governance Committee) 13. Listen, Monitor and Analyze Usage6. Define Requirements & Design 14. Do Continuous Improvements and Changes7. Evaluate Vendors & Select the right 15. Partner & Collaborate with the Vendor Platform/Solution Click here to see more details on the above strategies
Requirements & Selection ProcessSolution Requirements Vendor Requirements Has *SLATES capabilities SaaS based application Creates a sharing culture Public & Hybrid Cloud based model Fosters creativity & innovation Open Architecture – ability to connect and integrate seamlessly with other websites, Absolute confidence in the adoption rate applications, network security and 3rd party widgets (iGoogle) Fits the way people work Market leader & pioneer with good product Aggregates information from many strategy, roadmap & innovation sources Ease of implementation & use, robust UI, less Low Total Cost of Ownership training and support One Single Sign-On Ease of product support and maintenance Less IT support & maintenance High performance and ability to scale Click here to see SaaS Vendor Selection Framework & Checklist * SLATES - Search, Links, Authoring, Tags, Extensions & Signals
Common Risks & ChallengesEmployees 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 Steps1. Provide Single Sign-On to Enterprise Collaboration Platform2. 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
Adoption Strategies Source: Enterprise 2.0, Andrew McAfee
Solution Enterprise Collaboration Platform Socialtext, Box.Net, Delve Networks, Symplified Effective Communication + Collaboration + Interaction + Sharing Knowledge & Ideas Leads toProcess Improvement, Process Excellence, Break Down Silos, Creativity & Innovation across the Organization
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 anaward promoting positive social, economic and educational change through the use of IT
Collaboration Platform – Features & Business ValueFeatures Business Value Social Networking Discover colleagues and follow people who will be helpful to you Microblogging Accelerate and improve communication and collaboration among the people Collaborative Groups and teams you work with Distributed Spreadsheets Share ideas and solutions Dashboard Harness innovation and creativity Wiki Workspaces Create a hub of information, ideas and expertise on important topics Collaborative Blogs Get a rich picture of the people behind the work Desktop Application Bridge across silos and start conversations with ease Mobile Application Effectively tap the collective intelligence of co-workers Application Connect Share quick updates with your team in a targeted way Single Sign-On Manage and collaborate on projects and initiatives Intranet Single Sign-On to Enterprise Applications, IT Self-Service Self-Service Run queries against Enterprise Applications systems/data and collaborate on the results
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 Group Editing, Authoring, Broadcast, Collective Intelligence & Self-Organization 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 Strategy, Services, Support, Projects & InitiativesReduced Email Communication on Projects, News & Updates & Alerts Fostered Innovation & Creativity across the organization and generated a lot of ideas/solutions
Nursing Leadership - Collaboration 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 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”
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
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
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”
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”
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)