bringing the organisation with you - susan quain - intranet now

Bringing the organisation with you

Care UK intranet case study

13 October 2015Susan Quain - @susan_quain | #IntranetNow

@susan_quain | #IntranetNow

Who is Care UK?

A few facts about Care UK• Largest independent provider of outsourced health care

services to the NHS.• In the top five care home operators in the United Kingdom,

measured by the number of beds available.• Across over 70 locations, our health services are concentrated

in two service lines: Primary care which spans GP medical practices, out-of-hours centres, offender health, urgent care centres and the 111 non-emergency helpline.

• Operates almost 300 facilities across the United Kingdom and employs approximately 24,000 people including surgeons, GPs, nurses and care workers.

@susan_quain | #IntranetNow

@susan_quain | #IntranetNow

Why do we need a new intranet?

@susan_quain | #IntranetNow

Why do we need a new intranet?

@susan_quain | #IntranetNow

Key dates leading to restructure

• Intranet project lead appointed - April 2014• Agency appointed - July 2014• Discovery phase - September 2014• Design phase - October 2014• First round of restructure –

November/December 2014– 4,000 jobs lost

• Intranet due to launch March 2015

@susan_quain | #IntranetNow

Getting senior management buy in… again

@susan_quain | #IntranetNow

Objectives rethink:People and content

@susan_quain | #IntranetNow

@susan_quain | #IntranetNow

@susan_quain | #IntranetNow

Getting the organisation on board… again

@susan_quain | #IntranetNow

Critical factors for success

• Greater emphasis – to launch a site that is accessible anytime, anywhere and by anyone based on direction of the business.

• To build a digital workplace to help staff complete key tasks for their company; and help to address skills gap.

• To establish the digital workplace as a business tool that creates greater efficiencies in the business.

• To engage the workforce better through improve internal communications – with workforce more widely spread and fewer at management level to cascade information.

• Greater emphasis to boost morale - To foster a sense of community (and a bit of fun) through the use of news and social media so hard-to-reach employees feel more connected to the business.

@susan_quain | #IntranetNow

Rebuild steering groupDirector of Marketing -

Sponsor

Chief Information

Officer

IT Director

HR DirectorHead of HR

Operation Directors x3

Regional directors x 1

Head of Quality and Governance

Head of Digital

Head of PR

Intranet Project Lead

@susan_quain | #IntranetNow

Representative project team

@susan_quain | #IntranetNow

Make the project count

@susan_quain | #IntranetNow

Maintain momentum

• Devise a project plan that delivers in the short term, not just the long term.

• Use the project team, stakeholders and digital workplace champions– Give mixture of, short, medium and long-term targets

• Assign leads to the different components with reporting responsibilities into PM

• Link to the engagement strategy so milestones are clear and communicated

@susan_quain | #IntranetNow

Rebuild your engagement strategy

Produce communications plan

Make the scope of the project clear

Recruit business champions

Create informal networksRevisit and revise comms plan often

@susan_quain | #IntranetNow

Monitor and measure your progress

• Using the success criteria, set a number of targets to achieve throughout the project – Set project milestones against this (and track them with the

relevant tools/software)– Get them signed off by the project board.

• Keep the project user focused - consult staff and subject matter experts throughout project to ensure objectives are what’s expected and will provide real benefits

• Use the staff engagement programme – again and again

@susan_quain | #IntranetNow

Engagement hotspots

Discovery Design Implementation Rollout Evaluation Closedow

n

@susan_quain | #IntranetNow

The outcomes• Mobile intranet for improved access• New content management system to scale with the business• Task-based content for employees to get to key content faster• New policy database to improve the management of policies• New employee directory• New powerful search and metadata• Engaging space for internal communication using social media • New governance procedures to improve intranet

management long term

@susan_quain | #IntranetNow

@susan_quain | #IntranetNow

@susan_quain | #IntranetNow

@susan_quain | #IntranetNow

Thank you!

• I am available for any questions during the group discussions.