Achieving complete information governance at Belgian Railways

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Informative session to learn how Belgian Railways developed a holistic and complete strategy for Enterprise Information Management and to integrate all unstructured information with the strucutured …

Informative session to learn how Belgian Railways developed a holistic and complete strategy for Enterprise Information Management and to integrate all unstructured information with the strucutured information across their SAP business applications and associated business processes.This holistic EIM strategy includes financial business processes as well as technical business processes. Understand implementation methodolgy, approach, the solutions and ROI achieved to reduce outage time of trains (Costs), accuracy of drawings and valid working procedures (Safety), and traceability (Compliance) of their maintenance work.

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  • Thanks for sharing Stephane! Great to see EIM has enabled advanced operating processes @ Belgian Rail including mobility. It would also be great to hear what extra steps (if any) BR had to undertake for ISO55000 compliance. We see many customers globally looking at this issue now.
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  • 1. INSIGHT. INNOVATION. IMPACT.
  • 2. INSIGHT. INNOVATION. IMPACT. Achieving Complete Information Governance at Belgian Railways SAP-408 Success Story Stéphane Haelterman Program Manager (be.linkedin.com/in/shaelter)
  • 3. Business case Company key figures, corporate objectives, strategic value, roadmap, return on investment
  • 4. Company key figures Employees •  20.761 SNCB/NMBS •  12.749 Infrabel •  4.111 Holding •  710 Other Travelers •  > 500.000 travelers a day •  207 million travelers a year UK Network NL BE •  3.374 km of lines •  3.002 km powered •  314 km HST lines DE Trains &Stations •  550 Stations & Stops •  > 3.670 trains a day •  698 locomotor •  740 self-propelled •  280.980 seats •  4 Eurostar (HST) •  7 Thalys (HST) FR Freight •  60 million tons a year Traffic •  29.298 traveler trains a week •  6.941 freight trains a week •  89,2% arrived on time or max 5 min. delay Copyright © OpenText Corporation. All rights reserved.
  • 5. Corporate objectives Past Traditional monolithic national railways company Present Future Transition driven by Innovation driven by §  Cost optimisation §  New business model within an open market §  Enhanced Customer Services -  passenger transport §  Punctuality of rail services -  maintenance of rolling stock §  Uncompromising safety §  Agility to meet evolving customer demands §  New generation of employees §  Quality and accuracy of the information §  European market demands §  Paper reduction §  Work procedures uniformity Legacy DBs, Custom Apps, File servers and Paper Strategic Platform for change and agile business processes Enriched Business Processes with content to enable Enterprise Information Management Copyright © OpenText Corporation. All rights reserved.
  • 6. Strategic value Corporate Objectives Progressive paper cost reduction strategy Lower TCO for the content management solution, so a higher ROI Enhanced Customer Services Faster handling of customer case files, faster information lookup Punctuality of rail services Speed up and avoid breaches in the supply chain by visualizing parts to order/produce Uncompromising safety Accuracy of technical drawings and valid working procedures New generation of employees Secure historical know-how and offer modern working tools European market demands Comply with demands for traceability, conformity, safety certificates OpenText solutions Cost optimisation Copyright © OpenText Corporation. All rights reserved.
  • 7. Roadmap FI,  CO,  MM,  WM,  SD,  LE,   PS,  PM   for  4  Central  Workshops   FI,  CO,  MM,  WM,  SD,  LE,   PS,  PM   for  all  en11es     HR,  CO-­‐PA,  BI   Invoice  Mgmt   HR-­‐LSO,  HR-­‐QLF,   Enterprise  Portal,     CRM  Complaints   HST  Maintenance,   Handling,   Rolling  Stock   Carve-­‐out  B-­‐Cargo,   Maintenance,   EnGty  In  Charge  of   CRM-­‐LTO,  CRM-­‐CPM,   Maintenance   CRM-­‐CTR       CRM-­‐MKT,  HR-­‐PA,   HR-­‐TIME,  HR-­‐REC,   HR-­‐TRAVEL   DistribuGon,   Web  Content  Mgt,   SAP  Data  Archiving     IS-­‐Real  Estate,   QM  CerGficates,   PS-­‐RPM,   InformaGon  Lifecycle  Mgmt     ERP 2009   2010   2011   2012   2013   2014   2015   xECM 5.000 users 11.585 users xECM   Strategy   xECM   Vision  &  Plan   Rolling  Stock   Maintenance,   Intelligent   Driver   Assistant   HST  Maintenance,   HR-­‐LSO,  HR-­‐QLF,   CRM-­‐LTO,  CRM-­‐ CPM,  CRM-­‐CTR  ,   CRM  Complaints   Handling,  Web   Content  Mgmt   Enterprise  Asset  Mgmt   QM  CerGficates,   PS    DocumentaGon  +   Enterprise  Info  Mgmt   Solman  integraGon,   PS-­‐RPM     HR-­‐OM,  HR-­‐PA,  HR-­‐TIME,   HR-­‐REC,  HR-­‐TRAVEL,   Employee  File  Mgmt,   InformaGon  Lifecycle  Mgmt   Copyright © OpenText Corporation. All rights reserved.
  • 8. Return on investment & key figures §  Expected savings of 30 million EUR per year from document handling §  Expected savings of 1,5 million EUR per year from intranet portal navigation §  40% efficiency & productivity gain in the supply chain §  2.5 million documents added in the first year, growing by some 1.3 million each year to over 7.5 million after five years §  1 million technical drawings produced by 340 engineers required by more than 1800 planners, technical workers, purchasers, etc. §  Up to 5000 train drivers and 2500 train conductors receiving documents on a mobile device §  Up to 11585 users on the platform Copyright © OpenText Corporation. All rights reserved.
  • 9. Achievements Vendor invoice management, drawing management, driver regulations, integrated billing & ticketing, …
  • 10. Bridge the gap between business documents and business process •   Technical  Drawings   •   Book  of  PaYerns   •   CalculaGon  notes   •   Quality  Manuals   •   OperaGonal  Guides   •   Procedures   •   Work  InstrucGons   •   Fact  Sheets   •   Forms   •   Checklists     •   Naming  ConvenGons   •   Technical  Catalogue   •   Pictures     Maintenance Example of solutions      Enterprise  Asset  Management   FI/CO,  PLM,  SRM,  EH&S,  HR   Real  Estate  Management   FI/CO, PS, PM, MM, HR Employee File Management HCM, Non-SAP Invoice Management FI-AP, MM Travel Receipt Management HCM, FI/CO Intelligent Driver Assistant •   Lease  Agreements   •   Leasing  Contracts   •   Property  Acts   •   Contract  Forms   •   Contract  Account  Sheets   •   Rent  SeYlements   •   Customized  Emails  /  Fax   •   Digital  Signatures   •   Photos   HR, PM, Non-SAP Facility Management •   Resumes   •   Learning   •   Assessments   •   Appraisals   •   Medical  AYests   •   Training  AYests   •   CerGficates   •   FuncGon  DescripGons   •   Line  Sheets   •   Brakes  BulleGn   •   TroubleshooGng  Wizard   •   Log  Book   •   Time  RegistraGon   •   Incident  Handling   •   Invoices   •   Taxes   •   Downpayments   Accounts Payable Driver Procedures HR Copyright © OpenText Corporation. All rights reserved.
  • 11. Past vendor invoice management Vendor A Purchaser A/P Clerk Vendor B Legacy Systems Vendor C Vendor Z Local purchasing (300 users) Local accountancy (100 users) 30% PO invoices / No action at the source / Lost invoices / Lost discounts / Late payments Double payments / No accurate accruals / Difficult closings / No visibility into costs / No traceability Copyright © OpenText Corporation. All rights reserved.
  • 12. Current vendor invoice management . Vendor A Purchasing . Purchaser Warehouse Accountant Posting Solving Issues . . A/P Clerk Vendor B Other… Mail Room Purchaser Logistic Control Vendor C Scanning Data Control Accountant Payment Vendor Z Record Management Central Procurement (100 users) Financial Shared Services (20 users) 95% PO invoices / Minimal backlog / On-time payments / 70% faster process / Provisioning quality Transparency into costs / Quality closings / Reporting / Task distribution / Traceability / Paper reduction Copyright © OpenText Corporation. All rights reserved.
  • 13. Previous drawing management Fileserver Fileserver Fileserver Public Database Fileserver Qualitydata base Fileserver Fileserver Fileserver Inconsistencies / Duplicates / Obsolescence / Inaccuracy… Copyright © OpenText Corporation. All rights reserved.
  • 14. Current drawing management Fast / Up-to-date / Accurate / Integrated / Traceable / Auditable Copyright © OpenText Corporation. All rights reserved.
  • 15. Kiosk with materials catalogue and drawings Fast / Up-to-date / Accurate / Integrated / To-the-point / Accessible Copyright © OpenText Corporation. All rights reserved.
  • 16. Previous driver regulations & manuals 12 KG backpack full of paper Paper based / Confusing / Duplicates / Inaccuracy / Time consuming… Copyright © OpenText Corporation. All rights reserved.
  • 17. Current driver regulations & manuals 2 KG mobile device Lightweight / Compact / Fast / Up-to-date / To-the-point / Cost effective Copyright © OpenText Corporation. All rights reserved.
  • 18. Integrated customer billing and ticketing Convergent Charging & Billing Marketing Digital Asset Delivery Confirmation Accurate / Consolidated / Automated / Flexible / Personalized Copyright © OpenText Corporation. All rights reserved.
  • 19. Comply with European legislation The “Entity In Charge of Maintenance” needs to comply with the following prescriptions: 1 It manages the maintenance logbooks for each vehicle which it is registered in the National Register of Vehicles as “Entity in charge of Maintenance", and ensures the correct implementation by ensuring that the vehicle is maintained in accordance with its maintenance backlog and requirements force including the TSI (Technical Specifications Interoperability); 2 It provides traceability of maintenance operations performed on each vehicle by managing and keeping up to date maintenance reports for each vehicle; the lessons including the data from maintenance, 3 It analyzes to update the learned maintenance logbook adequately; accidents or incidents owner's 4 It informs the owner of all restrictions and specific operation conditions of these cars; 5 It contracts a liability insurance covering sufficient financial risks arising from its activities. Copyright © OpenText Corporation. All rights reserved.
  • 20. Comply with European legislations •  WMS, Wagon Maintenance Services, is an entity of workshops, with central coordinating services, that offers its expertise of Wagon Maintenance over whole Belgium that combines high level maintenance studies with the precise adaptation and registration of the wagon passport. •  SNCB is certified as ECM (Entity In Charge of Maintenance) with EU id BE-34-2011-0001. •  ISO9001 / ISO9000 / ISO9008 / ISO55000 Copyright © OpenText Corporation. All rights reserved.
  • 21. Current customer relations Unmatched / Inacurracy / Duplicates / Time consuming… Copyright © OpenText Corporation. All rights reserved.
  • 22. Current intranet portals CW Mechelen - HR Mobility train supervision CW Cuesmes Technics Traction Technics Material … Holding HR Sharepoint Shared Drives Fileservers Portals Papier Databases Inconsistencies / Duplicates / Aging / Inaccuracy… Copyright © OpenText Corporation. All rights reserved.
  • 23. Enterprise Information Management Definition, facts, framework, process, dimensions, inventory, governance and architecture
  • 24. Enterprise information management (EIM) is an integrative discipline for structuring, describing and governing information assets across organizational and technological boundaries to improve efficiency, promote transparency and enable business insight. http://www.gartner.com/it-glossary/ enterprise-information-management-eim/ Copyright © OpenText Corporation. All rights reserved.
  • 25. 25 Copyright © OpenText Corporation.-All rights reserved.
  • 26. Framework Information Governance Information Quality Management Reference & Master Data Management Data Warehousing & Business Intellingence Structured Data Management Unstructured Data Management Information Security Communication Channels Portal Mobile Devices + others ERP CRM + Reporting EIM Services Data Stewardship Information Architecture Document Management System Copyright © OpenText Corporation. All rights reserved.
  • 27. Process Input Process Output Structured ERP/CRM/Legacy Semi structured Portal Kiosk Content Web Content Role Unstructured Documents Reports Model Mobile Device Others Business Intelligence Others Copyright © OpenText Corporation. All rights reserved.
  • 28. Dimensions Sponsoring IT, adhoc Business Culture Independance Collaboration Maturity Individual Projects Information Strategy Data Domains & process Mystery Information Inventory Copyright © OpenText Corporation. All rights reserved.
  • 29. Inventory Discipline Information Governance Process model Organisation Maturity Technology N/A Information Architecture Information Quality Management Reference & Master Data Management SAP Master Data Management Data Warehousing & Business Intellingence SAP Business Waherouse SAP Business Intelligence SAP Business Objects Structured Data Management SAP Enterprise Resource Planning SAP Customer Relationship Mgmt Legacy Systems Unstructured Data Management OT xECM for SAP solutions OT CCM for SAP Solutions Metadata Management Information Security Assigner SAP Identity Management Communication Channels SAP Portal + OT PSM + OT PCM SAP Gui OT xECM for SAP solutions Mobile devices Data Stewardship EIM Services Copyright © OpenText Corporation. All rights reserved.
  • 30. Governance context Business strategy, policies & rules, IT constraints & policies Project requirements • Drawing Management • Maintenance documentation • Purchasing • Intelligent Driver Assistant • HR • CRM complaints handling • Corporate Communication • AXI Case Management • Archiving • … EIM Functionalities EIM Governance Process optimization en/of Legal en/of Privacy en/of ISO certification en/of Intellectual property Copyright © OpenText Corporation. All rights reserved.
  • 31. Governance model Business governance •  Global rules for managing the information •  Global content model with local degrees of freedom Change Management •  Allocation of roles, groups and users Program governance (steering commitee) Information Architecture •  •  •  •  Folder structure Typology Common meta data model Autorizations model •  Coordinate impact of initiatives on program level to global view Platform governance •  Selection criteria and rules about the structure and management of the platform •  Interaction / integration with other platforms and applications Operational governance •  Management of roles and groups Management & update of information model •  Helpdesk & Quality Control Communication channels governance •  Management of roles and groups IT governance STABILITY SUSTAINABILITY UNIFORMIZATION STANDARDIZATION Copyright © OpenText Corporation. All rights reserved.
  • 32. Core Processes Information architecture Planning and execution passenger transport and related Services Design Forecast Maintenance Rolling Stock Rolling Stock Planning and execution freight transport en related Services Sales Services and Customer Management Support Processes Bevoorrading & Aankoop Supply and Purchasing Finance Control Finance & & Controlling Sustainability Governance, Risk & Compliance Sustainability & & Governance, Risk & Compliance ITIT services services Human Resources Human Capital Management Buildings and installations Business Intelligence & Enterprise Information Management Copyright © OpenText Corporation. All rights reserved.
  • 33. Information architecture Based on Organization Based on Value Chain Total of 219 entities 34 B-TC / 34 B-MO / 36 B-EU / 49 B-CS / 23 B-CF / 43 B-F 56 folders per entity 12.264 folders distributed over 4 levels Level 1: Business Unit Level 2: Entity Level 3-4: Theme Level 5 – 6 – 7 : Process/project specific 130 folders distributed over 3 levels Level1: Domain based on value chain element Level 2 – 3: Value chain element Level 3 – 4 – 5: Process/project specific Copyright © OpenText Corporation. All rights reserved.
  • 34. Information architecture Portal Organization Information Management Value Chain B-TC B-TC.1 B-TC.4 B-TC.9 B-TC.41 B-TC.43 Rollend Materieel Planning en execution passenger transport. Planning and execution freight transport… Portal Localization SalesServices and CustomerManagement Supply and Purchasing Finance & Control Sustainability & Governance, Risk… IT Services Human Capital Management Buildings & Installations Business Intelligence & EIM Other Media Function Portal Function Intelligent Driver Assistant Copyright © OpenText Corporation. All rights reserved.
  • 35. Information architecture Robust and flexible for organizational changes Shallow and user-friendly structure Inline structure Portal – SAP – xECM Relation between structure and homogeneous user groups Homogeneous use of metadata and classification(s) Matched to performance (process / people / system) Copyright © OpenText Corporation. All rights reserved.
  • 36. Summary ONE Global Information Reference Model •  Data / Document(s) & -types •  Identification & codification •  Metadata model •  Folder structure SAP Integration •  On masterdata •  On business processes Trust & Compliance •  Reference library •  Management processes •  Information security Standardization Management model •  Management of data / documents •  Publication •  Communication •  Distribution lists •  Role assignment Recognition •  House style & Branding •  Identification Collaboration Communication •  Intern/Extern Portals •  Mobile devices •  Transparancy •  Traceability •  One version of the truth Copyright © OpenText Corporation. All rights reserved.
  • 37. Strategy Ignition, evolution and ultimate goal
  • 38. Ignition Information Governance Information Quality Management Reference & Master Data Management Data Warehousing & Business Intellingence Structured Data Management Unstructured Data Management Informatie Security Communication Channels Portal Mobile Devices + others ERP CRM + Reporting EIM Services Data Stewardship Information Architecture Document Management System Copyright © OpenText Corporation. All rights reserved.
  • 39. Ignition §  Information Governance §  §  §  To define rules To standardize work procedures Information Architecture §  §  To define common information models for a unified and efficient use of information §  To manage the lifecycle of information §  §  To define the landscape of potential information (such as ERP, CRM, Business Intelligence, ECM) To define the various sources for the data set (including master data) for uniqueness Information Quality Management §  §  §  To define quality KPIs To ensure information by checking and cleaning up data Non-Structured Data Management §  Further development of OT xECM for SAP solutions to manage all types of information which may affect the alignment of information models §  Further integrating business processes with influence on the information models alignment §  Information Security §  Communication channels §  Portal developments for all information types to consume which may affect alignment of information models Copyright © OpenText Corporation. All rights reserved.
  • 40. Evolution Information Architecture Information Quality Management Reference & Master Data Management Data Warehousing & Business Intellingence Structured Data Management Unstructured Data Management Information Security Communication Channels Portal Mobile Devices + others ERP CRM + Reporting EIM Services Data Stewardship Information Governance Document Management System Copyright © OpenText Corporation. All rights reserved.
  • 41. Evolution §  Reference and Master Data Management §  To keep important information sources in sync §  Business Warehousing and Business Intelligence §  To correctly align data models with ERP, CRM and ECM §  To deliver relevant reporting and KPIs §  Communication channels §  Mobile access §  Data Stewardship §  EIM Services Copyright © OpenText Corporation. All rights reserved.
  • 42. Ultimate goal IPAD KIOSK PORTAL IDA “Single Source of the Truth" Copyright © OpenText Corporation. All rights reserved.
  • 43. Business solutions
  • 44. Business solutions §  OpenText Extended ECM for SAP Solutions §  OpenText Vendor Invoice Management for SAP Solutions §  OpenText Customer Communications 7 8 Management for SAP Solutions §  OpenText Portal Site Management for SAP Solutions §  OpenText Portal Content Management for SAP Solutions §  OpenText BPM Assure ITSM §  OpenText Tempobox §  OpenText AppWorks Copyright © OpenText Corporation. All rights reserved.