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Enterprise Search: The Key to Findability


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Presented at KM Showcase 2019 by Todd Fahlberg (Enterprise Knowledge) and Hasan Syed (Federal Home Loan Bank of Chicago), the presentation offers a case study from FHLBC on how Syed led his organization in the design and implementation of an enterprise search tool called “Unified Search.” Further, Syed and Fahlberg discuss how FHLBC is prepared to scale the enterprise search solution to include additional repositories, address differing security needs, and measure the success of the current implementation.

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Enterprise Search: The Key to Findability

  1. 1. Enterprise Search The Key to Findability Hasan Syed, FHLBC ( Todd Fahlberg, Enterprise Knowledge (
  2. 2. “The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.” – Jeff Bezos
  3. 3. Hasan Syed Todd Fahlberg Vice President, Knowledge Management Senior Analyst, Knowledge Management Federal Home Loan Bank of Chicago Enterprise Knowledge
  4. 4. About FHLBC The mission of the Federal Home Loan Bank of Chicago is to partner with our member shareholders in Illinois and Wisconsin to provide them competitively priced funding, a reasonable return on their investment in the Bank, and support for community investment activities. We’re one of 11 Federal Home Loan Banks chartered by the U.S. Congress in 1932 to promote homeownership. Our members include banks, thrifts, credit unions, insurers, and community development financial institutions throughout our district.
  5. 5. KM CHALLENGES ▪ Vast amounts of content are not associated with any metadata tags resulting in poor findability ▪ Important content is stored in multiple repositories making search efforts redundant ▪ Must be able to enforce strict security constraints ▪ Solution must be scalable to incorporate bank-wide systems as deemed necessary CRM, Incident Management/Helpdesk Wiki Network Drives People’s Heads Enterprise Data Warehouse SharePoint
  6. 6. IT Support was the logical starting point to create a scalable Enterprise Search Tool. Enterprise IT IT Support ORGANIZATIONAL CHART
  7. 7. CONTENT & TAXONOMY STRATEGY SEARCH REQUIREMENTS PROOF OF CONCEPT DEVELOPMENT SEARCH SOLUTION IMPLEMENTATION SEARCH SOLUTION EXPANSION 01 02 03 04 05 Cleaned up and prepared content for search ingestion. Gathered functional and technical requirements. Developed PoC and validated requirements. Performed UAT and Implemented Search & Semantic Tool MVP. Take an agile approach when implementing solutions across the organization. APPROACH
  8. 8. CONTENT STRATEGY Analyzed and Inventoried Content Performed Content Cleanup Developed IT Support Business Taxonomy Developed Content Types Designed Content and Taxonomy Governance Structure Task Output Discovered 765 content items across 2 repositories. IT Support Content Owners identified 488 content items for archival, 145 to maintain as-is, 125 items that need updating, and 20 for deletion. Identified 284 concepts belonging to 4 schemes. Identified and developed 7 content types. Established a common set of standards and processes that are designed to maintain and consistently improve the enterprise taxonomy and content overtime.
  9. 9. REQUIREMENTS GATHERING • Approached project with Agile Methodology (i.e., PoC, MVP, and Beyond) • Identified security needs for each repository • Distinguished shared programming languages between FHLBC and EK • Established hosting needs • Developed wireframe to more easily gather functional requirements
  10. 10. PoC DEVELOPMENT http://blink/ http://wiki/ Native Search Enhanced Search Repositories Repository Connector Enterprise Search Tool FrontEndBackEnd The Enterprise Search Tool Proof of Concept (PoC) was developed to query content from 2 repositories that were autonomously enhanced by PoolParty.
  11. 11. SEARCH IMPLEMENTATION ● Increased findability by leveraging the 284 concepts or “tags” contained in FHLBC IT Support’s business taxonomy ● Indexed 400+ content items across 2 repositories
  12. 12. SCALING SEARCH SOLUTION FHLBC Unified Search Tool Unified Search Business Departments Accounting Sales Risk Legal Marketing Information Technology Repositories K: H: S: X: P: Share Drives Bank-Wide Access Collection-Level Access Document-Level Access
  13. 13. MEASURING SUCCESS Percentage of Submitted Tickets Average Time Till Ticket Resolution Percentage of Escalated Tickets Customer Support Satisfaction Customer Perception of Search Time Customer Confidence in Content Found QualitativeQuantitative
  14. 14. NEXT STEPS & TAKEAWAYS • Start Small • Remain Agile • Celebrate Wins