Developing a Solution for Improving Service Delivery Nab Finance have a vision to improve the service they offer to their internal clients. This included offering self-service, communities of interest, business intelligence, knowledge management and collaboration. The SharePoint 2010 Platform was used to build a Proof of Concept for this vision and includes the use of dynamic dashboards and data visualization tools to improve the ability to discover knowledge. Presented at the Australian SharePoint Conference 2011

1. NAB Finance Proof of Concept
Developing a Solution for Improving Service Delivery
Rita Arrigo David Byars
Principal Consultant Business Architectures and Solutions
Pitcher Partners Consulting National Australia Bank
Australian SharePoint Conference March 2011

2. Agenda
 NAB Finance Proof of Concept Vision
 Key Proof of Concept Deliverables
‒ Dashboards, Power Pivot for Business Intelligence
‒ The Service Catalogue
‒ Knowledge Management
‒ Support Centre
 Key Scenarios and FAST Search Bringing all together

3. NAB – Business Intelligence
The Vision
• To reposition NAB
Finance as a Service
Delivery Organisation
• By using metrics create
a natural cycle of
improvement

4. Proof Of Concept
 Demonstrate the business intelligence capabilities of
SharePoint 2010, SQL Server 2008 R2, SQL Server
Analysis Services to support the vision
 Demonstrate key business and service orientated
solutions on the SharePoint 2010 platform using the
collaboration features and enterprise search.

5. The Journey
Building the POC
• Worked with NAB FS&O to establish key
operational issues:
• Knowledge Management
• Operational Sources of Information
and the need FAQs and a central
repository
• ARR – Australian Regional
Reporting
• Engaged with Strategy to understand end-
users of finance data ie head office staff
and team who developed the service
catalogue.
• Engaged with BISC to understand broader
Business Intelligence Issues and the need
for an enterprise reporting framework
• Worked with Microsoft for hands on
experiences to enable learning like the
Customer Immersive Environment.
• Pitcher Partners designed and developed
the Proof of Concept

6. Modular Strategic Approach
 This was not to considered an enterprise
wide SharePoint Development
 Rather it is a modular approach to
implementing a new shop front – service
delivery platform
 SharePoint Sprawl is emerging and the
Pitcher Partners approach allows for
consolidation
 NAB currently has Academy from a HR
perspective ( which could be considered
another shop front)
 As this is a BISC Initiative with a view to
expanding enterprise wide and way of
making this financial information easier to
access across NAB

7. NAB BISC Hub Wireframe

8. Service Catalogue
Developed Service
Catalogue Iconology
• Allowed us to use new
integrated ways to navigate
data
•Developed the Visual
Language for the POC

9. About the POC
Strategy
• The Solution was
interlinked so that no
matter what level you
entered you could relate
to the content
• Provide a
communication channel
to a variety of users ie
Service Owner
Identification

10. The Solution Layers

11. Demonstration 1 – The Portal

12. Scenario One
 End User Customer of The Finance
Department
 Searches Service Catalogue and finds the
 Banker Dashboard

13. The Service Catalogue
Includes
Silverlight
Pivot

14. The Silverlight Pivot

15. Scenario Two
 Power User of the Finance
Department - Developing a report for
consumption by the business
 This report is to show the sales of a
particular service line of the last few
years
 The demonstration is designed for a
power user

16. Banker DashBoard

17. Cube Reporting

18. Service Level Reporting
Power Point BI
The new tool allows
for the development
of many real-time
reports versus the
previous Power Point
BI in place

19. Scenario Three
 New Employee to the Finance
Department
 Finding out about a service offering
 Locate a Service Owner
 Search for relevant documents

20. Finding out more about the Services

21. Scenario Four
 Knowledge Management as an employee of the finance
Department
 Managing FAQ’s
 Creating Video
 Updating Wiki’s

22. Support

23. Knowledge Management Repository
Includes :
 Forums
 Wiki’s
 Corporate Taxonomy for Document Library
 Set-up of Document Libraries

24. Search
Fast Search
• With over 100,000
documents, refiners
deployed for Company
and Division
• Allows for major
improvement in search

25. Key Steps For Driving this Forward
 Link it in with the
current Strategy –
Service
Orientation
 Deliver easy but
valuable features
 PreLaunch using
Silver Light

26. Questions

27. Demonstration 6 – The Store

28. User Interface Designs and Palette

29. POC Details
‒ 200 Users
‒ 10 Self Service Reports
‒ 100,000 documents for Knowledge Management with
Search refiners implemented for Companies and
Authors
‒ Cube Serving 200,000,000 rows of data and 60 GB
of Data
‒ Silverlight Pivot as an integrated navigation tool

30. The Teams @ NAB and PPC
‒ Justin Oehlmann Senior .net Analyst
‒ Alace Jokismovich Capability Manager Finance
‒ David Byars Business Architectures and Solutions
‒ Peter MacGillivray Head of Business Intelligence
‒ Cameron Currie Senior Manager Stategy
‒ Nik Vorrias Senior Manager Operations
‒ Dorothea Yiannoudes Senior Change Manager
‒ And many other supporters and stakeholders at NAB Finance
PPC Team Members included
‒ Shyam Narayan Solution Architect
‒ Rita Arrigo Principal Consultant

31. Why Pitcher Partners?
 At Pitcher Partners Consulting we have a strong reputation for the breadth of
our business knowledge and pride ourselves on our ability to identify
problems and provide successful business solutions.
 We offer a unique blend of business and information technology accreditation
and experience in developing information systems solutions, running complex
projects and delivering value to clients.
 We understand that your business goals and objectives are the first priority.
We place strong emphasis on identifying areas where technology can
improve efficiency and add value.

32. Our Capabilities
 Extensive technical skills and breadth of experience in Microsoft
technologies; specialising in SharePoint, .NET and SQL Server.
 We are a Microsoft Gold partner and a partner of the Microsoft SharePoint
Deployment Planning Services program, which requires ongoing certification
and quality assurance of the work that we undertake for our clients. This
partnership also provides access to an extensive network of technical tools,
resources and expertise.
 All our senior consultants are accredited project managers, providing
structure, control and confidence around the delivery of our solutions.

33. Questions