Customer Solution Case Study                                        Utility Gains Productivity, Innovation from           ...
―We wanted one place                 Situation                                    says William Hewish, Chief Technology   ...
―Once our employees                   rather than being able to review stories   Office SharePoint Server as a central    ...
―With many of the                       says Zuzana Lee-Emery, Strategy and           Water, one of the teams working with...
―People will use email               administrative tasks I supervise being           employees at Severn Trent Water will...
For More Information                                  says Hewish. ―We expect the result to be           Microsoft SharePo...
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Utility Gains Productivity, Innovation from Content Management, Collaboration Solution

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Severn Trent Water wanted its information to flow as smoothly as the water it delivered daily to millions of customers in the United Kingdom. Its existing systems had grown organically over time; now it was time to adopt a single, strategic direction. For a new content management and collaboration platform, the company chose Microsoft SharePoint Server 2010 over an update to its IBM Lotus Notes deployment and aging intranet, based on WebSphere. The results: the company’s intranet is expected to publish more content more quickly, while saving editors time that they can use to boost the quality of content. Collaboration tools will foster greater innovation. And the new technology supports a broader drive to modernise the ways that employees use and share information.

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Utility Gains Productivity, Innovation from Content Management, Collaboration Solution

  1. 1. Customer Solution Case Study Utility Gains Productivity, Innovation from Content Management, Collaboration SolutionOverview ―We’re excited about the new social networking toolsCountry or Region: United KingdomIndustry: Utilities in SharePoint Server 2010. These tools mean better sharing of information. Better sharing of informationCustomer ProfileSevern Trent Water, active from mid- saves time and money, and furthers innovation.‖Wales to the East Midlands in the Zuzana Lee-Emery, Strategy and Architecture, Severn Trent WaterUnited Kingdom, is a major water andsewerage services supplier to more Severn Trent Water wanted its information to flow as smoothlythan 8.2 million customers. Thecompany employs 5,600 people. as the water it delivered daily to millions of customers in the United Kingdom. Its existing systems had grown organically overBusiness SituationSevern Trent relied on email and time; now it was time to adopt a single, strategic direction. For adecentralised data stores for content new content management and collaboration platform, themanagement and collaboration,resulting in lengthy and expensive company chose Microsoft SharePoint Server 2010 over anbusiness processes. update to its IBM Lotus Notes deployment and aging intranet,Solution based on WebSphere. The results: the company’s intranet isThe company chose Microsoft expected to publish more content more quickly, while savingSharePoint Server 2010 over upgradesto IBM Lotus Notes and its intranet, editors time that they can use to boost the quality of content.based on WebSphere. Collaboration tools will foster greater innovation. And the newBenefits technology supports a broader drive to modernise the ways that Speeds publishing of more, and employees use and share information. more current, content Encourages innovation Spurs culture change on content management and collaboration
  2. 2. ―We wanted one place Situation says William Hewish, Chief Technology Some things flowed quickly at Severn Officer at Severn Trent Water. ―Thatfor employees to go to Trent Water, and some things didn’t. information was located in various systems around the company. Much of itsee all the information What flowed well were the high-quality was in SAP—a manager’s workload lists,that was important to water and sewerage services that the for example—so we wanted employees company provides to more than 8.2 to have an initial view of all of thisthem.‖ million households and businesses from information, and then easy, direct access mid-Wales to the East Midlands in the to the documentation and details behind William Hewish, Chief Technology Officer, United Kingdom. Those services include it, whether it was in SAP or elsewhere.‖ Severn Trent Water the daily provision of almost two billion litres of drinking water—enough to fill Some of the company’s information more than 1,000 Olympic-sized issues were more basic. ―We had swimming pools. Severn Trent Water also significant numbers of documents mailed processes around 2.7 billion litres of around the company and to external wastewater daily. partners,‖ says Jeff Hart, Corporate Information Manager at Severn Trent What flowed less well was something Water. ―That meant massive volumes of that might not immediately be email, duplication of documents, and a associated with a provider of water and lack of version control. Documents were sewerage services: information. But hard to find, unless you already knew information of all sorts needed to flow where to look. This put a strain on our just as smoothly. That information infrastructure and resulted in a included customer communications; significant loss of time for our employees documents shared or jointly authored by as they searched for documents.‖ employees; exchanges with contractors and consultants engaged on company The company also experienced inefficient projects; and company news workflow around documents and disseminated over the intranet. processes. For example, news stories destined for the company’s intranet front Employees managed content and page could go through six reviewers collaborated primarily through email before being posted. Relying on email attachments, file shares, IBM Lotus Notes for this process meant delays until each databases, and an IBM WebSphere– reviewer in turn got to his or her inbox. based intranet. The technologies on There was no central, always available which Severn Trent Water relied were document to which all reviewers could heavily customised, making upgrades go. costly and time consuming. Nor did they readily integrate with the company’s These issues had an impact throughout recently-deployed SAP enterprise the company. ―The way we’ve resource planning system. traditionally worked with information made it difficult to collaborate, for Severn Trent Water found it difficult to example, to publish news stories quickly,‖ realise one of its central visions for its says Hewish. ―We didn’t track the review information systems. ―We wanted one process, so we didn’t know where a story place for employees to go to see all the was in that process. Reviewers had to information that was important to them,‖ bend their schedules to the process,
  3. 3. ―Once our employees rather than being able to review stories Office SharePoint Server as a central at their earliest opportunity.‖ document repository.are comfortable with the Solution The standards and proceduresRibbon interface in By 2009, Severn Trent Water was ready management team, for example, hadOffice 2007, it will be a for new technology to enhance content content management and collaboration management and collaboration, and needs that focused on developing andsimple matter for them support the flow of information. But maintaining the company’s standards which technology? The company knew and procedures. That team testedto begin using that centralising content management whether an out-of-the-box OfficeSharePoint Server 2010, and standardising collaboration tools SharePoint Server deployment could would require a technology that was provide a shared area for all up-to-datewhich operates with the both more powerful than its current standards and procedures owned and environment, to serve the full sweep of managed by Water and Waste Watersame interface.‖ the enterprise, and more flexible, to Services, all stored on one system in a Zuzana Lee-Emery, encourage user adoption and change the central location and using standard Strategy and Architecture, current corporate culture. Severn Trent templates. Severn Trent Water didn’t see that the upgraded versions of its current technologies would meet The results from the standards and these requirements. And that wasn’t the procedures management team and only concern. others at Severn Trent Water was consistent: Office SharePoint Server Apart from its SAP deployment, Severn required little if any user training, no Trent Water had traditionally used IBM customisation, delivered fast and reliable technology. But over the previous two performance, and improved business years, it had implemented a new processes. strategic direction toward Microsoft technology. The company wanted to Severn Trent Water decided to make gain the benefits of easy training and SharePoint technology the platform for use, lower costs, and greater enterprisewide content management and interoperability among solutions that collaboration, including a centralised come with using Microsoft software. portal to replace the existing intranet, Could the Microsoft-centric strategy and new departmental websites to work for content management and replace the email-and-file-share tradition collaboration? for sharing information. Collaboration across departments—not just within Severn Trent Water conducted a pilot them— could now occur. It was now test in which a handful of teams early 2010, and time for Severn Trent throughout the company worked with Water to make another decision. With Microsoft Office SharePoint Server 2007, the imminent product launch of which was the current version of the Microsoft SharePoint Server 2010, the Microsoft content management and company decided to move directly to collaboration software at the time. The this latest version of SharePoint goal was as basic as the use of the technology. technology: to see if longstanding IBM Lotus Notes users could easily adapt to ―Our adoption of SharePoint Server 2010 will bring very specific advantages to us,‖
  4. 4. ―With many of the says Zuzana Lee-Emery, Strategy and Water, one of the teams working with Architecture, Severn Trent Water. ―For the technology is responsible foradministrative tasks I example, we are also upgrading to producing news stories for the Microsoft Office 2007. One of our goals company’s intranet. There, the firstsupervise being handled has been to encourage user adoption of reviews of SharePoint Server 2010 areautomatically or by the new technology by providing an positive and focus on the team’s ability intuitive, consistent user interface. Once to use the software to boost efficiency inbusiness units, I will be our employees are comfortable with the content management. Ribbon interface in Office 2007, it will beable to spend more time a simple matter for them to begin using ―We had a variety of systems before, andfocusing on the quality SharePoint Server 2010, which operates no tools for content management,‖ says with the same interface. We see it being Ethan Black, Intranet Manager and Editorof the news articles we easier for them to generate and post at Severn Trent Water. ―Now, with web content using the new interface in SharePoint Server 2010, we will be ablepublish.‖ these two products.‖ to do what we couldn’t before. We’re Ethan Black, looking to a brighter future.‖ Intranet Editor and Manager, The company’s first-phase rollout of Severn Trent Water SharePoint Server 2010 will focus on The company’s brighter future includes content management, with additional the creation of sites for, and managed capabilities being rolled out over another by, the business units, rather than by the 12 months. internal communications team or IT staff. The result will be the faster and fuller Severn Trent Water also expects to publishing of content that employees deploy Microsoft Exchange Server 2007, need to do their jobs. which will enable it to decommission its Lotus Notes–based email system. The corporate intranet will operate more efficiently, as well. With SharePoint ―Our broad technology plan calls for us workflow, version control problems and to reduce technology complexity by review delays will be eliminated, shaving aligning ourselves with the Microsoft an hour off the time to approve a typical strategy and roadmap for collaboration story. Content will post in real time and communication,‖ says Hewish. ―That instead of the next day—especially will reduce our costs while preparing us important when staff need to be for the future.‖ informed of breaking news at the company. The editor will set up Benefits SharePoint technology to pull With its ongoing rollout of SharePoint departmental content directly into the Server 2010, Severn Trent Water expects intranet front page without requiring to gain more and faster publishing to its manual intervention. By using SharePoint intranet, collaboration to help spur editing and formatting tools, Black will innovation, and momentum for its save about 15 minutes per article— campaign of cultural change. totalling anywhere from 45 minutes to several hours a day, depending on the Speeds Publishing of More Current number of articles to be posted. Content In this early phase of the deployment of Black intends to make the most of that SharePoint Server 2010 at Severn Trent time saving. ―With many of the
  5. 5. ―People will use email administrative tasks I supervise being employees at Severn Trent Water will use handled automatically or by the business SharePoint Server 2010 to work togethermore selectively. They units, I will be able to spend more time productively. For example, Black, the focusing on the quality of the news Intranet Editor and Publisher, sees hiswill work together more articles we publish,‖ he says. ―I’ll also take group of 35 contributors tripling in sizeeffectively. They will be on more of a mentoring role to the because authoring tools that are easier contributors to the intranet, helping to use can be used by more people.willing to give up their them to create more focused articles that hold reader interest.‖ Even traditionally one-waypersonal or communications, such as the weeklydepartmental data stores Severn Trent Water will also see articles on the company written by efficiencies elsewhere. For example, tight Severn Trent employees, will befor centralised stores.‖ interoperability with the SAP transformed into tools for two-way environment will make a SharePoint communications that engage more of William Hewish, Chief Technology Officer, Server–based portal an ideal way not just the company’s staff. Severn Trent Water to access intranet content, but also to directly access, work with, and complete ―These articles will likely be recast as SAP content and processes. blog posts with the comments feature enabled at the end of the entries,‖ says Encourages Greater Innovation Black. ―That will make it possible, for Employees at Severn Trent Water will example, for conversations between the have new collaboration and social chief executive and employees on crucial networking tools for working together issues to begin on the front page of the more effectively, further promoting intranet, within hours of the initial innovative thinking. Those tools will posting. Employees will see that the include wikis, blogs, and discussion intranet is a two-way communications boards. platform through which they can get involved in what happens here. That’s yet By having limited access to the content another spur to innovation.‖ management and collaboration tools, external partners will be able to work Spurs Change on Content more closely with Severn Trent. This will Management, Collaboration help engineering and other projects The campaign to modernise the way that come to fruition more quickly and give employees use and share information at the participants additional time to work Severn Trent Water encourages a shift more innovatively. from email and decentralised repositories and toward standardised, ―We’re excited about the new social centralised ways of doing business. This networking tools in SharePoint Server campaign precedes the deployment of 2010,‖ says Zuzana Lee-Emery. ―These SharePoint Server 2010 but its adoption tools mean better sharing of information. is providing added momentum to the Better sharing of information saves time cultural change effort. and money, and furthers innovation.‖ ―As we roll out SharePoint Server 2010, Greater involvement of the business employees will have a viable—and units in publishing intranet content is preferable—alternative to email and to just one example of how more of the various content management schemes,‖
  6. 6. For More Information says Hewish. ―We expect the result to be Microsoft SharePoint ServerFor more information about Microsoft that people will use email more 2010products and services, call the selectively. They will work together more Microsoft SharePoint Server 2010 is theMicrosoft Sales Information Center at effectively. They will be willing to give up business collaboration platform for the(800) 426-9400. In Canada, call the their personal or departmental data enterprise and the web.Microsoft Canada Information Centre stores for centralised stores because weat (877) 568-2495. Customers in the will provide a content management For more information about MicrosoftUnited States and Canada who are platform on which they can rely. SharePoint Server 2010, go to:deaf or hard-of-hearing can reach SharePoint Server 2010 will help to make www.microsoft.com/sharepointMicrosoft text telephone (TTY/TDD) our cultural change campaign a success.‖services at (800) 892-5234. Outside the50 United States and Canada, please Avoids Costly Upgradescontact your local Microsoft subsidiary. Severn Trent Water didn’t adoptTo access information using the World SharePoint Server 2010 to reduce costs,Wide Web, go to: but that has become an additionalwww.microsoft.com benefit of the deployment.For more information about Severn The company originally obtained itsTrent Water, call +44 (0)121 722 4000 Office SharePoint Server licenses to buildor visit the website at: team sites to replace existing Lotuswww.stwater.co.uk Notes applications. As planning was underway for the company’s intranet, Severn Trent Water executives realized that they could use those same licenses to build the intranet on Office SharePoint Server. ―The tremendous savings we saw in choosing SharePoint Server 2010 over the alternatives available to us could be just the beginning,‖ says Lee-Emery. ―The continuing savings we expect to see, in productivity and business process efficiency, could well meet or exceed our savings to date.‖ Software and Services Hardware  Microsoft Server Product Portfolio  HP DL380 2 Way, 2x Quad Core Xeon − Microsoft SharePoint Server 2010 X5540 computersThis case study is for informational purposes only.MICROSOFT MAKES NO WARRANTIES, EXPRESS ORIMPLIED, IN THIS SUMMARY.Document published August 2010

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