The Group Health Intranet : A Quantum Leap Forward Integrated Health Care Requires Integrated Collaboration October 12, 20...
Agenda <ul><li>Where we started - devising a new strategy  </li></ul><ul><li>Getting approval and funding  </li></ul><ul><...
Where we started…
InContext
The A3…
Problem Identified via A3 <ul><li>Employees responsible for care delivery and health plan administration cannot find, or u...
This Is Your Intranet <ul><li>Started 1992-95 on a shoestring; over 15 years old </li></ul><ul><li>Team of 3 (manager + 2 ...
Can’t Work Without It – Staff User Survey
How our intranet isn’t supporting our strategy (Staff Focus Group feedback) <ul><li>“ It feels like the tools are not in t...
Solution :  integrated INTRANET platform on SharePoint 2010  “ I can find it all in one place” “ Content I need is organiz...
Getting approval and funding…
Making the Case <ul><li>Why now? </li></ul><ul><li>What solution? Are you sure? </li></ul><ul><li>Impact to staff? </li></...
Why Now? <ul><li>OneWeb project deadline , server going away = December 2011 </li></ul><ul><li>Rapidly growing employee co...
Three Options – Need Tech Strategy Decision A decision today required to meet OneWeb deadline <ul><li>Staff Directory + Ho...
Why SharePoint? Experts Weigh In… 55% of organizations have implemented or are considering implementing SharePoint ( Globa...
Important Dates – Critical Paths <ul><li>Strategy Decision   = Today February 10, 2011 (ITSC) </li></ul><ul><li>Funding De...
New Intranet Project = Managed Change  <ul><li>“ Process itself supports increased staff engagement.”  </li></ul><ul><li>S...
<ul><li>OneWeb deadlines threatened and/or stuck with 2 intranets if don’t go further. </li></ul><ul><li>GHC staff continu...
The SharePoint Element
Current GHC SharePoint Experience
What other companies are doing with SharePoint
“Contained” Project <ul><li>External SharePoint vendor for Design/Dev/Test </li></ul><ul><li>External SharePoint vendor fo...
Why SharePoint? Tech/Usage reasons <ul><li>SharePoint 2007 + 2010 both include robust collaboration, workflow, content man...
SharePoint 2010 Migration <ul><li>Pilot in process </li></ul><ul><li>Setting expectations for new consultation/support lev...
The new homepage…
Group Health Homepage Goals <ul><li>Reflect the company Group Health is now and in process of becoming: a patient/member f...
Homepage Content Requirements Process <ul><li>2010 Global Staff Survey </li></ul><ul><li>2010 Intranet User Feedback Forum...
Voices Represented <ul><li>At least 25% of all GH Staff! </li></ul><ul><li>Branding Communications & Public Relations </li...
Intranet Creative Requirements Process <ul><li>Typically…a creative brief tells a designer these things: </li></ul><ul><li...
Intranet Creative Brief <ul><li>Problem to solve?   Employees responsible for care delivery and health plan administration...
Intranet Creative Brief, cont. Desired behavioral change? 1. Feel like the GH intranet supports, not hinders work getting ...
Round One – Multiple Options
Final Design! <ul><li>Refinements </li></ul><ul><li>Color palette set  </li></ul><ul><li>Background gradient </li></ul><ul...
 
Overcoming tech challenges…
Staff Directory + Photos – A New Frontier <ul><li>One of oldest “apps” at GH </li></ul><ul><li>Previous attempts to update...
Current Staff Directory
SharePoint 2010 Staff Directory
Search – Almost Google <ul><li>Top complaint </li></ul><ul><li>No control over meta tags </li></ul><ul><li>Too hard to use...
Data but no results
SharePoint Search
Change Management…
Communication & Adoption <ul><li>Work closely with internal communications, HR, legal </li></ul><ul><li>Executive Steering...
Different Audiences <ul><li>Huge range of tech interest and abilities </li></ul><ul><li>Big generational gaps </li></ul><u...
Training <ul><li>Budget for external training resources but still formulating plan </li></ul><ul><li>Microsoft on demand v...
Where we are now…
Calm before the storm <ul><li>Recent launch date change </li></ul><ul><li>Two sprints complete + demos of new site in acti...
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Integrated collaboration project proposal west coast intranet manager

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Presentation for first in-person meeting of LinkedIn Group for West Coast Intranet Managers

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Integrated collaboration project proposal west coast intranet manager

  1. 1. The Group Health Intranet : A Quantum Leap Forward Integrated Health Care Requires Integrated Collaboration October 12, 2011 Becky Kaplan Farone
  2. 2. Agenda <ul><li>Where we started - devising a new strategy </li></ul><ul><li>Getting approval and funding </li></ul><ul><li>Getting org buy in on homepage </li></ul><ul><li>Overcoming tech challenges </li></ul><ul><li>Change management challenges and wins </li></ul><ul><li>Where we are now </li></ul>
  3. 3. Where we started…
  4. 4. InContext
  5. 5. The A3…
  6. 6. Problem Identified via A3 <ul><li>Employees responsible for care delivery and health plan administration cannot find, or use well, the information they need to do their jobs. </li></ul>“ The foundation for achieving our 2012 targets will be our ability to implement our strategies effectively, through operational excellence.” 2010 Business Plan Summary
  7. 7. This Is Your Intranet <ul><li>Started 1992-95 on a shoestring; over 15 years old </li></ul><ul><li>Team of 3 (manager + 2 Web Usability Consultants) for 9000+ staff </li></ul><ul><li>300+ Web Authors/Section Managers </li></ul><ul><li>176,642 pieces of content on InContext; 1.7 mill. in SharePoint (not linked) </li></ul><ul><li>Multiple info repositories (InContext, SharePoint team sites, shared drives, blogs, individual brains) </li></ul><ul><li>Security/privacy risks </li></ul>Does the intranet enable our staff to support our strategy?
  8. 8. Can’t Work Without It – Staff User Survey
  9. 9. How our intranet isn’t supporting our strategy (Staff Focus Group feedback) <ul><li>“ It feels like the tools are not in touch with what the frontline needs to do their job.” – Suzanne, Network Case Manager </li></ul>“ Content such as policies and procedures are too department-focused…if I’m on the floor, I don’t want to think about hierarchy- I just want to go straight to it.” -KT, Nurse Supervisor “ I’ve stopped using search…I’ve tried entering in “Medicare Compliance” and get results in the top 5 that include memos from 1998.” -Fiona, Strategic Services “ I have a hard time finding the right contact in clinics. Not all temporary or part time staff are listed so I can’t always find people when there are mistakes. If I’m not able to help a patient it makes me and GH look bad.” -Jesse, Patient Account Representative Integrated health system? Regulatory and quality scores? High Gallup engagement scores? (tools needed to do my job?) Quality ?
  10. 10. Solution : integrated INTRANET platform on SharePoint 2010 “ I can find it all in one place” “ Content I need is organized by tasks I need to complete them” “ I only need to learn [and support] one tool.” Note: Our proposed solution does NOT include any re-design work on the existing SharePoint team sites. These have been – and will continue to be- under the management of individual departments and site owners.
  11. 11. Getting approval and funding…
  12. 12. Making the Case <ul><li>Why now? </li></ul><ul><li>What solution? Are you sure? </li></ul><ul><li>Impact to staff? </li></ul><ul><li>What will it cost? </li></ul><ul><li>When? </li></ul>
  13. 13. Why Now? <ul><li>OneWeb project deadline , server going away = December 2011 </li></ul><ul><li>Rapidly growing employee content = increasing by at least 12,000 items/year flat rate) </li></ul><ul><li>SharePoint 2010 upgrade lack of training/support/automation = even more confusion </li></ul><ul><li>Aggressive company goals, esp. staff engagement </li></ul>
  14. 14. Three Options – Need Tech Strategy Decision A decision today required to meet OneWeb deadline <ul><li>Staff Directory + Home page update only Not Recommended </li></ul><ul><li>OneWeb deadline met </li></ul><ul><li>No change to content structure </li></ul><ul><li>No change to search </li></ul><ul><li>No change to SharePoint support issues </li></ul>Option 3 <ul><li>One Web SharePoint Foundation Only </li></ul><ul><li>Same as above but 36-60 months to move content (3-5 yrs) </li></ul><ul><li>Remain in “2 intranet” state for duration + old content structure </li></ul>Option 2 <ul><li>Full Intranet Replacement Recommended </li></ul><ul><li>OneWeb deadline met </li></ul><ul><li>SharePoint 2010 intranet; templates; CMS; security </li></ul><ul><li>New Staff Directory </li></ul><ul><li>Search integration </li></ul><ul><li>SharePoint staffing/support/governance </li></ul><ul><li>12-18 months to migrate content </li></ul>Option 1
  15. 15. Why SharePoint? Experts Weigh In… 55% of organizations have implemented or are considering implementing SharePoint ( Global Intranet Trends 2009 report - 227 participant organizations) 50% of 2009 winning intranet sites – SharePoint 70% of 2010 winning intranet sites – SharePoint Nielsen Norman Group http://www.useit.com/alertbox/intranet_design_2009.html
  16. 16. Important Dates – Critical Paths <ul><li>Strategy Decision = Today February 10, 2011 (ITSC) </li></ul><ul><li>Funding Decision = February 2011 (Ric Magnuson) </li></ul><ul><li>Confirm resources/contracts = March 2011 ( Intranet Team ) </li></ul><ul><li>Content Clean Up = Feb – Dec 2011 ( Web Authors ) </li></ul><ul><li>Start “Build” (same as OneWeb ) = April 2011 ( Vendor ) </li></ul><ul><li>Finish “Build” = Dec 2011 ( Vendor ) </li></ul><ul><li>Start “Move In” (site migration) = Jan 2012 ( Vendor ) </li></ul><ul><li>Finish “Move in” (site migration) = June 2013 ( with vendor help ) </li></ul><ul><ul><ul><li> = June 2016 ( without vendor help ) </li></ul></ul></ul>
  17. 17. New Intranet Project = Managed Change <ul><li>“ Process itself supports increased staff engagement.” </li></ul><ul><li>Staged approach = time to get used to SharePoint intranet </li></ul><ul><li>No new work for Web Authors until 2012 (supported Content Clean Up in 2011) </li></ul><ul><li>Clear communication plans starting ahead of changes </li></ul><ul><li>Training for Content Authors + on demand help for all staff </li></ul><ul><li>Coordinated schedules (where possible) with other tech teams </li></ul>
  18. 18. <ul><li>OneWeb deadlines threatened and/or stuck with 2 intranets if don’t go further. </li></ul><ul><li>GHC staff continue to have issues getting their work done. Increased complexity from health reform . </li></ul><ul><li>Missed opportunity to use intranet/technology to meet staff engagement goals (esp. new employees) </li></ul><ul><li>Problems with SharePoint continue + get worse </li></ul><ul><li>No content management system = can’t manage/track content/fully support collaboration </li></ul><ul><li>Attracting & retaining staff who expect more (admin and clinical) </li></ul>What if we don’t invest now? Risks… A new intranet is “What’s Next” for the health of our patients and the communities that we serve.
  19. 19. The SharePoint Element
  20. 20. Current GHC SharePoint Experience
  21. 21. What other companies are doing with SharePoint
  22. 22. “Contained” Project <ul><li>External SharePoint vendor for Design/Dev/Test </li></ul><ul><li>External SharePoint vendor for content migration </li></ul><ul><li>External training vendor for initial training of authors + recorded in situ training on intranet </li></ul><ul><li>Carefully timed site migration plans + 30 day redirects to maintain productivity </li></ul><ul><li>3. Sustainability plan: </li></ul><ul><ul><li>Formalized SharePoint support structure/plan </li></ul></ul><ul><ul><li>FTE SharePoint dev to join intranet team </li></ul></ul><ul><ul><li>Temporary maint. contract with vendor as needed </li></ul></ul><ul><ul><li>Steering Committee/Working Group </li></ul></ul><ul><ul><li>On going content author user group mtgs (have now, technology switched to SharePoint) </li></ul></ul><ul><li>Existing intranet team owns all support, trouble-shooting, communication, migration planning, </li></ul><ul><li>MSS/PMI already committed to SP 2010 team site migration </li></ul>
  23. 23. Why SharePoint? Tech/Usage reasons <ul><li>SharePoint 2007 + 2010 both include robust collaboration, workflow, content management, central design control, etc features that meet our current + future needs. </li></ul><ul><li>Office 2010 + Windows 7 to be installed – greater integration/collaboration. </li></ul><ul><li>SharePoint already installed at Group Health + 42% of GHC staff already use it </li></ul><ul><li>Costs for licensing/servers already built into existing operating/capital budgets. </li></ul><ul><li>Active Directory in place = links to employee info databases form viable basis for new Staff Directory; more data to present + easier to keep current </li></ul><ul><li>SharePoint search can integrate with Vivisimo search (already contracted) = avoid paying for FAST. </li></ul><ul><li>The most respected intranets use SharePoint . </li></ul>
  24. 24. SharePoint 2010 Migration <ul><li>Pilot in process </li></ul><ul><li>Setting expectations for new consultation/support levels </li></ul><ul><li>Creating new support processes w/tech, Help Desk, vendor teams </li></ul><ul><li>“Build it and they will come?” </li></ul>
  25. 25. The new homepage…
  26. 26. Group Health Homepage Goals <ul><li>Reflect the company Group Health is now and in process of becoming: a patient/member focused organization using modern technology. </li></ul><ul><li>Provide an effective starting point for top tasks for all staff types at Group Health. These are appropriately represented. </li></ul><ul><li>Drive traffic to home page to get necessary organizational updates and support transparent communication. </li></ul><ul><li>Support People goals of increased Gallup scores for “Group Health is a good place to work” with a Homepage that helps attract and retain employees who expect up to date tools. </li></ul>
  27. 27. Homepage Content Requirements Process <ul><li>2010 Global Staff Survey </li></ul><ul><li>2010 Intranet User Feedback Forum </li></ul><ul><li>2010 Focus Groups & individual staff interviews </li></ul><ul><li>2011 Top Tasks Surveys </li></ul><ul><li>2011 Homepage Working Group </li></ul><ul><li>2011 Open & closed card sorts (global & homepage navigation) </li></ul><ul><li>2011 Vendor (Allyis) experience </li></ul>
  28. 28. Voices Represented <ul><li>At least 25% of all GH Staff! </li></ul><ul><li>Branding Communications & Public Relations </li></ul><ul><li>IT </li></ul><ul><li>Clinical Representatives: </li></ul><ul><ul><li>Quality & Informatics </li></ul></ul><ul><ul><li>Clinical Improvement </li></ul></ul><ul><ul><li>Nursing Operations </li></ul></ul><ul><ul><li>GHP Operations </li></ul></ul><ul><li>Human Resources/Total Health </li></ul><ul><li>Legal & Compliance </li></ul>
  29. 29. Intranet Creative Requirements Process <ul><li>Typically…a creative brief tells a designer these things: </li></ul><ul><li>Problem to solve? </li></ul><ul><li>Audience? </li></ul><ul><li>Messages? Features? Benefits? </li></ul><ul><li>Voice? Image? </li></ul><ul><li>Desired behavioral change? </li></ul>
  30. 30. Intranet Creative Brief <ul><li>Problem to solve? Employees responsible for care delivery and health plan administration cannot find, or use well, the information they need to do their jobs. [A3] </li></ul>Audience? Group Health staff, contractors and verified partners (VM, etc) Messages? Features? Benefits? Well, it’s an intranet – not a marketing piece. But there are still goals and benefits a visual design can communicate. [ Refer back to our extensive research and explicit homepage goals.]
  31. 31. Intranet Creative Brief, cont. Desired behavioral change? 1. Feel like the GH intranet supports, not hinders work getting done. 2. Believe GH cares about staff enough to provide up to date tools 3. Enthusiasm about being part of the GH community. Voice? Image? “If the intranet was a persona, what would it be?” we were asked. “ Collaborative, energetic, helpful, engaging. inspired, and dressed in business casual,” we replied. [Also based on new GH brand goals from Lin + GH Brand Standards.]
  32. 32. Round One – Multiple Options
  33. 33. Final Design! <ul><li>Refinements </li></ul><ul><li>Color palette set </li></ul><ul><li>Background gradient </li></ul><ul><li>Color Logo added </li></ul><ul><li>Planned System Downtimes indicator </li></ul><ul><li>“ More” treatment/icon in News </li></ul><ul><li>Image caption </li></ul>
  34. 35. Overcoming tech challenges…
  35. 36. Staff Directory + Photos – A New Frontier <ul><li>One of oldest “apps” at GH </li></ul><ul><li>Previous attempts to update, esp photos, failed </li></ul><ul><li>Required “Staff Photo Rodeo” </li></ul><ul><li>Ownership of staff data in question </li></ul><ul><li>Phone numbers + clinical operations connection </li></ul><ul><li>Vamoose project + photos in Outlook 2010 before new staff directory </li></ul><ul><li>The Opt Out conversation </li></ul>
  36. 37. Current Staff Directory
  37. 38. SharePoint 2010 Staff Directory
  38. 39. Search – Almost Google <ul><li>Top complaint </li></ul><ul><li>No control over meta tags </li></ul><ul><li>Too hard to use </li></ul><ul><li>Inadequate search refiners </li></ul><ul><li>Results fromm different data sources mixed in </li></ul><ul><li>No actual management, confi, tuning. </li></ul>
  39. 40. Data but no results
  40. 41. SharePoint Search
  41. 42. Change Management…
  42. 43. Communication & Adoption <ul><li>Work closely with internal communications, HR, legal </li></ul><ul><li>Executive Steering Committee </li></ul><ul><li>New intranet naming contest </li></ul>
  43. 44. Different Audiences <ul><li>Huge range of tech interest and abilities </li></ul><ul><li>Big generational gaps </li></ul><ul><li>Varying usage of intranet + SharePoint </li></ul><ul><li>Varying degrees of acceptance/opinion of intranet + SharePoint </li></ul><ul><li>Shared workstations + individual systems </li></ul><ul><li>Varying degree of control over schedules + locations </li></ul>
  44. 45. Training <ul><li>Budget for external training resources but still formulating plan </li></ul><ul><li>Microsoft on demand video training option </li></ul><ul><li>Planning for in person sessions + modular topics </li></ul>
  45. 46. Where we are now…
  46. 47. Calm before the storm <ul><li>Recent launch date change </li></ul><ul><li>Two sprints complete + demos of new site in action </li></ul><ul><li>IRP mailbox monitoring/early feedback </li></ul><ul><li>Hiring process for new team member </li></ul><ul><li>UAT planning & testing </li></ul><ul><li>Naming contest </li></ul><ul><li>Workflow/remplate design </li></ul>

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