Steve Bell – Director of Consultancy and Design, Business

Transformation and Technology Services

Use of Collaborative Technologies

within the KCOM Group

Why did we start on the journey of collaboration …..

• > 2200 staff based , 20 offices, 500 home-based workers

• Operational teams across multiple sites

• Project collaboration across sites

• Unproductive travel time

• Reducing carbon footprint

• Frustration getting hold of people

• E-mail boxes growing !!

• £££££££££ operational costs

Business Drivers

Property Estate

Reduction

Mobile Cost

Reduction

Travel

Reduction

Hotel

Reduction

Cost Reduction & Avoidance

Productivity

Supply Chain

Integration

Customer Service

Improvement

Carbon

Reduction

Order

Processing

Our Strategy

People Powered

Organisation

enabling us to change our culture, the

way we work, the way we communicate

and how we collaborate…internally and

externally.

The „People Powered Organisation‟

‘The trusted expert’

Skills InformationKnowledge

A people based business

The „People Powered Organisation‟

Information

Knowledge

CommunicationAccess

The „People Powered Organisation‟

Business Intelligence

Knowledge Management

Unified CommunicationCollaborative

WorkingMicrosoft OCS 2007 & Microsoft

Exchange 2007

Microsoft Office SharePoint 2007

Microsoft SQL 2008 & Microsoft SQL 2008 Reporting Services

Active

Directory

Unified Communications

Presence Instant Message IP Telephony

Unified Communications

Desktop Video Conference / Live Meeting

Unified Communications

Desktop Video Conference / Live Meeting

Unified Communications

Application Integration

Unified Communications – our approach to business

wide take up

• Start with CEO and execs

• Cascade through organisation

• Keep it fresh

• Get PAs / support staff on board - train them

• Make the technology fun and easy

• Rollout to IT dept first

• Knowledge, iron out, support

• Lead and invite others

Knowledge Management - SharePoint

Sites focused around usage types

Departmental or

Team Sites

News / Calendar of Events /

Document Templates / KPIs /

Discussions

Operational sites

Requests in Progress / Project

Documents / Project Tracking

Topic e.g. SOA Practice

KPIs / Announcements / Documentation

/ Wiki Knowledge Base / Discussions

MySite

Personal Details / Blog / Personal Wiki /

Own Documents

Links to Colleagues via OCS; email &

calendar in Outlook; external

applications eg People Finder

SharePoint - Topic & Team Sites

How are we doing?

How to find other people who may help me

Where are they?

Where else could I look?

What‟s happening?

What is available for me to look at?

OCS Integration

SharePoint – finding what you want

SharePoint – our approach to business wide take up

• Rollout to IT dept first

• Give ownership to the user community

• Be creative and have fun, de-emphasise “KM”

• Manage requests only

• Create a catalogue

• Lead by example

• Be zealous about e-mail links

• Get PAs / support staff on board - train them

SharePoint sites

SharePoint sites

SharePoint sites

Business Savings

Presence

Avoid calls and

related cost to

people who are not

available

Instant

Messaging

Avoid calls and

related cost to

obtain a quick

answer

Click To

Call

Use the internet to

reduce the cost of

external calls

(Mobile)

Unified

Messaging

Productivity

Benefit – Time

Saving

15 mins saving per

day per user

31 mins saving per

day per user

43 mins saving per

day per user

30% cost reduction from

Mobile usage

Conferencing Video Application

Conferencing

White

Boarding

Reduce Travel &

Hotel Costs, Carbon

Foot Print

Improve Productivity

30% cost reduction from in

house conferencing

30 mins saving

per day per user

30 mins saving per

day per user

30 mins saving per

day per user

Reduce Travel &

Hotel Costs, Carbon

Foot Print

Improve Productivity

Reduce Travel &

Hotel Costs, Carbon

Foot Print

Improve Productivity

Reduce Travel &

Hotel Costs, Carbon

Foot Print

Improve Productivity

KCOM – Hard Benefits

Increased productivity Conservative estimate = 17,000 hours p.a. saved on travel

CEO reduced his personal mileage by 50% = 20,000 miles

Reduced travel costs 2.5 million miles p.a. = >£600k p.a.

Hotel and other travel costs saved = >£660k p.a.

IP telephony Mobile charges down £50k p.a. (still working on this)

“PSTN break out” to be rolled out

Carbon Footprint Emissions reduced by >5%

Flexibility / Mobility Increased hot desking & working from home = we are

reducing our estates requirements

Snowing! = “I am working from home”

Business Opportunity Proven business case internally

E-mail Storage 20% increase (500GB) in SharePoint - X times reduction

in e-mail

KCOM – Soft Benefits Benefits

In Summary….. some parting advice

• Focus on outcomes not technology (other than the fun factor)

• Lead by example – drive the cultural communications change

• Be creative

• Governance YES, but do not over control

• Take a holistic approach

• Get the right advocates on board early

• Keep it fresh – regular updates / upgrades

• Be zealous about it !