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.
The Key to Findability
Hasan Syed, FHLBC (email@example.com)
Todd Fahlberg, Enterprise Knowledge (firstname.lastname@example.org)
“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
Hasan Syed Todd Fahlberg
Federal Home Loan Bank of Chicago Enterprise Knowledge
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
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.
▪ 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
▪ Must be able to enforce strict security
▪ Solution must be scalable to
incorporate bank-wide systems as
CRM, Incident Management/Helpdesk
Network Drives People’s Heads
Enterprise Data Warehouse
IT Support was the logical starting point to
create a scalable Enterprise Search Tool.
PROOF OF CONCEPT
Cleaned up and
prepared content for
Performed UAT and
& Semantic Tool MVP.
Take an agile
solutions across the
Analyzed and Inventoried Content
Performed Content Cleanup
Developed IT Support Business Taxonomy
Developed Content Types
Designed Content and Taxonomy Governance Structure
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.
• Approached project with Agile
Methodology (i.e., PoC, MVP, and
• Identified security needs for each
• Distinguished shared programming
languages between FHLBC and EK
• Established hosting needs
• Developed wireframe to more easily
gather functional requirements
Native Search Enhanced Search
Enterprise Search Tool
The Enterprise Search Tool Proof of Concept (PoC) was developed to query content
from 2 repositories that were autonomously enhanced by PoolParty.
● Increased findability by
leveraging the 284
concepts or “tags”
contained in FHLBC IT
● Indexed 400+ content
items across 2 repositories
Percentage of Submitted
Average Time Till Ticket
Percentage of Escalated
Customer Support Satisfaction
Customer Perception of Search
Customer Confidence in
NEXT STEPS & TAKEAWAYS
• Start Small
• Remain Agile
• Celebrate Wins
WE’LL BE ANSWERING QUESTIONS NOW
THANKS FOR LISTENING