Emakina Academy 6 - Boost your intranet - STIB

MIVB STIB Portal @ STIB Boost your Intranet

Who is STIB/MIVB ? 6200 employees – 3000 drivers – 1600 technical workers – 1600 employees Contract by objectives with Brussels region – Quality of services, production in Kilometers, financial objectives Company’s strategic plan – Key Performance Indicators per department – Management by responsabilities IT departement – ERP ( FI,CO,MM,SD,PM,CRM,BW,EP) – Plenty of decentralised applications – Several business applications ( Planification, Dispatch, trafic management) – 70 staff IT from which 15 SAP and 3 Portal team

Business initiatives Definition of a new approach for the enterprise portal – Analysis of current intranet – Company survey and traffic analysis – Department meetings – Technical analysis – Organisational analysis Selection of a E-business platform to support future developments Definition of a roadmap on 3 years

The foundations of the new portal Business – Evaluation of all potential services against company’s business objectives Improve human resource management Improve customer level of service (keep promises) Improve productivity Decrease costs – Identification of high value services to be implemented first

Top value services Popularity 5 News corporate + dpt Organigramme + Annuaire News corporate + dpt Organigramme + Annuaire Portail conducteur Indicateurs Portail conducteur Indicateurs Legend Info lignes Info lignes Current CIT Info desk Current CIT Info desk Ordres de services Ordres de services Revamp Gestion des plaintes Revamp Gestion des plaintes Gestion documentaire Gestion documentaire New New Gestion des dossiers Gestion des dossiers Gestion arrêts 4 Gestion arrêts Formations Formations Gestion des emplacements Gestion des emplacements Gestion projets stratégiques Gestion projets stratégiques Places vacantes Places vacantes Employee self-service Employee self-service Agences commerciales Agences commerciales Guide d’accueil Guide d’accueil E-Procurement (achats) E-Procurement (achats) 3 4 5 Added Value

The foundations of the new portal Functionally – The portal must be a “passage obligé” It must contain a killing application – Metro driver “Service sheet” – Station agent Declaration of maintenance notification – Employees E-HR (time management, appraisal, who’s who) – … – The portal integrates a profiling by department and type of work Driver Station agent Drive supervisor Station manager

The foundations of the new portal Functionally – The portal integrates all business applications SAP applications ( PM, BW, HR,ESS…) Non SAP applications – All business logic remains in Business Applications (ERP) – The portal takes care of the presentation Special attention is given to usability and design – The portal mixes Structured and unstructured data Communication items and applicative information – An easy authentication process Single login Authentication via badges – A multi channels approach Access via company PC Access via bornes interactives Access via extranet – Use of Content and Document management tools

Evolution New STIB Electronic Structure Process per Worfklows Vs department paper Portail@STIB Personalization Security Public Public Intranet Intranet Folders Folders General access Document To Search management Applications Content Management

Roadmap Nbr of users 9. Technical workers 6000 9. Technical workers 8. Reporting 8. Reporting 7. Communication portal 7. Communication portal 3600 6. All drivers 6. All drivers 1100 5. E-HR 5. E-HR 300 4. Station Agents 4. Station Agents 150 3. Métro drivers 3. Métro drivers 2. Proof of concept 2. Proof of concept 1. Portal Strategy 1. Portal Strategy 2002 2003 2004 2005 2006 2007

Metro Drivers Simplify the process for taking a service – The driver can take his service from multiple locations (home or bornes) – He has a direct access to his service and all relevant informations for his trip ( info ligne, ordre de service….) – He prints his planchette and off he goes Improve communication towards the driver – He receives professional mails – He sees latest news about company’s performance – He can book his vacations – He can send a memo to his manager and give some feedback about his trip – The portal becomes a new channel of information between the agent and the company

Metro Drivers Authentication et personalization – The authentication is done with a badge – Through the eventing system, the portal collects all information for the driver’s service and creates the I-views Welcome message in his language Identify his service for the day and the week Prepare his planchette Give key information regarding his ligne Provide him with company news, forms, avis au personnel Wish him a good trip The portal integrates several business applications – We use the concept of the web service for the planchette. Usability – We used to call it « the fisherprice portal »

In reality

Communication portal: Intranet pains Intranet is not much visited and often unknown The intranet is composed of several non business services which do not contribute in achieving company’s business objectives Very little evolution over the years No personalization, no clear content structure Lack of communication in the company – Between Management and Agents – Between Departments The departments do not play an active role in maintaining the intranet No graphical harmony

Communication Portal Content management : structured content (by type of resource, by dept) Graphical Guidelines Wizard for content publishing Mix News /Statical pages Search engine Security: each content has its own authorizations Interactivity (limited) - Polls

Communication Portal: next steps Communities More interactivity/collaboration tools

Communication Portal: ROI Time saved: – More structured Information => easier to find – Ergonomy – Access from home – Information easier to publish Print and distribution cost reduction – Non printable documents Pay back : 2,2 years

Communication Portal: Key success factors Each direction must be envolved in content publishing Frequent update Relevant content No parallel channels

Top value services: Status Nov-2006 Popularity 5 News corporate + dpt Organigramme + Annuaire News corporate + dpt Organigramme + Annuaire Portail conducteur Indicateurs Portail conducteur Indicateurs Legend Info lignes Info lignes Productive CIT Info desk Productive CIT Info desk Ordres de services Ordres de services Ongoing Gestion des plaintes Ongoing Gestion des plaintes Gestion documentaire Gestion documentaire 2007 2007 Gestion des dossiers Gestion des dossiers Gestion arrêts 4 Gestion arrêts Formations Formations Gestion des emplacements Gestion des emplacements Gestion projets stratégiques Gestion projets stratégiques Places vacantes Places vacantes Employee self-service Employee self-service Agences commerciales Agences commerciales Guide d’accueil Guide d’accueil E-Procurement (achats) E-Procurement (achats) 3 4 5 Added Value

Lessons learned The approach of the « killing application » Understanding of the concept of business roles (I want my portal) – Metro drivers, driver’s supervisors… Openness of SAP Portal to – external applications ( planchette, ordres de services…) – external HW (badge) Importance of change management – User training – Support of internal communication department Power of the eventing system in the portal Mix applicative and communication contents to increase value Quality of the look and feel

Technical Architecture LDAP Sorties véhicules BW Driver Carte Agent Roulements Station Gestion Employee SAP R/3 conducteurs PM HR KM Ordres de service SAP Enterprise Portal

RoadMap Internet Nbr of Visits 500K 5. B2C 5. B2C 400K 4. B2B 4. B2B 3. Content management 3. Content management 300K 2. Proof of 2. Proof of concept concept 1. Internet Strategy 1. Internet Strategy 2006 2007 2008 2009

Netweaver 2004s for Internet External facing portal (light page elements) Customizable navigation Alias Browsers compatibility Performance: highly improved thanks to caching

Conclusions Thanks for your attention Please do not hesitate to address your questions We would love to multiply these business cases with you ! Denis Steisel François Constant Emakina STIB/MIVB 02/400.4007 02/515.22.04 dst@emakina.com constantf@stib.irisnet.be

Emakina Academy 6 - Boost your intranet - STIB

by Emakina on May 16, 2007

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Emakina Academy 6 - Boost your intranet - STIB — Presentation Transcript

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