STIBMIVB

Portal @ STIB

Boost your Intranet

Who is STIB/MIVB ?

� 6200 employees– 3000 drivers– 1600 technical workers – 1600 employees

� Contract by objectives with Brussels region– Quality of services, production in Kilometers, financial objectives

� Company’s strategic plan– Key Performance Indicators per department– Management by responsabilities

� IT departement– ERP ( FI,CO,MM,SD,PM,CRM,BW,EP)– Plenty of decentralised applications– Several business applications ( Planification, Dispatch, trafic management)– 70 staff IT from which 15 SAP and 3 Portal team

Business initiatives

� Definition of a new approach for the enterprise portal– Analysis of current intranet

– Company survey and traffic analysis

– Department meetings– Technical analysis

– Organisational analysis

� Selection of a E-business platform to support future developments

� Definition of a roadmap on 3 years

The foundations of the new portal

� Business– Evaluation of all potential services against company’s business

objectives� Improve human resource management� Improve customer level of service (keep promises)� Improve productivity� Decrease costs

– Identification of high value services to be implemented first

Legend

Popularity

Added Value

Organigramme + AnnuaireOrganigramme + Annuaire

IndicateursIndicateursPortail conducteurPortail conducteur

Agences commercialesAgences commerciales

CIT Info deskCIT Info desk

Gestion des plaintesGestion des plaintes

News corporate + dptNews corporate + dpt

Places vacantesPlaces vacantes

Gestion documentaireGestion documentaire

E-Procurement (achats)E-Procurement (achats)

CurrentCurrent

NewNew

RevampRevampOrdres de servicesOrdres de services

Info lignesInfo lignes

Gestion projets stratégiquesGestion projets stratégiques

Gestion des dossiersGestion des dossiers

Guide d’accueilGuide d’accueil

3 4 5

4

5

FormationsFormations

Gestion des emplacementsGestion des emplacements

Gestion arrêtsGestion arrêts

Employee self-serviceEmployee self-service

Top value services

The foundations of the new portal

� Functionally– The portal must be a “passage obligé”

� It must contain a killing application– Metro driver “Service sheet”– Station agent Declaration of maintenance notification– Employees E-HR (time management, appraisal, who’s who) – …

– The portal integrates a profiling by department and type of work� Driver Station agent� Drive supervisor Station manager

The foundations of the new portal

� Functionally– The portal integrates all business applications

� SAP applications ( PM, BW, HR,ESS…)� Non SAP applications

– All business logic remains in Business Applications (ERP)– The portal takes care of the presentation

� Special attention is given to usability and design

– The portal mixes � Structured and unstructured data � Communication items and applicative information

– An easy authentication process� Single login� Authentication via badges

– A multi channels approach� Access via company PC� Access via bornes interactives� Access via extranet

– Use of Content and Document management tools

IntranetIntranet

New STIBNew STIB

PublicFoldersPublic

Folders

DocumentDocumentmanagementmanagement SearchSearch

General accessGeneral accessToTo

ApplicationsApplications

SecuritySecurity

StructureStructureperper

departmentdepartmentWorfklowsWorfklows

Electronic Electronic ProcessProcess

VsVspaperpaper

PersonalizationPersonalization Portail@STIB

Content ManagementContent Management

Evolution

Roadmap

2. Proof of concept2. Proof of concept

3. Métro drivers3. Métro drivers

4. Station Agents4. Station Agents

5. E-HR5. E-HR

2002 2003 2004 2005 2006

6. All drivers6. All drivers

7. Communication portal 7. Communication portal

Nbr of users

150

300

1100

3600

6000

8. Reporting 8. Reporting

1. Portal Strategy1. Portal Strategy

9. Technical workers9. Technical workers

2007

Metro Drivers

� Simplify the process for taking a service– The driver can take his service from multiple locations (home or bornes)– He has a direct access to his service and all relevant informations for

his trip ( info ligne, ordre de service….)– He prints his planchette and off he goes

� Improve communication towards the driver– He receives professional mails– He sees latest news about company’s performance– He can book his vacations– He can send a memo to his manager and give some feedback about

his trip– The portal becomes a new channel of information between the agent

and the company

Metro Drivers

� Authentication et personalization– The authentication is done with a badge

– Through the eventing system, the portal collects all information for the driver’s service and creates the I-views� Welcome message in his language� Identify his service for the day and the week� Prepare his planchette� Give key information regarding his ligne� Provide him with company news, forms, avis au personnel� Wish him a good trip

� The portal integrates several business applications– We use the concept of the web service for the planchette.

� Usability– We used to call it « the fisherprice portal »

In reality

Communication portal: Intranet pains

� Intranet is not much visited and often unknown

� The intranet is composed of several non business services which do not contribute in achieving company’s business objectives

� Very little evolution over the years

� No personalization, no clear content structure� Lack of communication in the company

– Between Management and Agents

– Between Departments

� The departments do not play an active role in maintaining the intranet

� No graphical harmony

Communication Portal

� Content management : structured content (by type of resource, by dept)

� Graphical Guidelines� Wizard for content

publishing

� Mix News /Statical pages

� Search engine � Security: each content

has its own authorizations

� Interactivity (limited) -Polls

Communication Portal: next steps

� Communities

� More interactivity/collaboration tools

Communication Portal: ROI

� Time saved:– More structured Information => easier to find

– Ergonomy

– Access from home– Information easier to publish

� Print and distribution cost reduction– Non printable documents

� Pay back : 2,2 years

Communication Portal:Key success factors

� Each direction must be envolved in content publishing

� Frequent update

� Relevant content� No parallel channels

Legend

Popularity

Added Value

Organigramme + AnnuaireOrganigramme + Annuaire

IndicateursIndicateursPortail conducteurPortail conducteur

Agences commercialesAgences commerciales

CIT Info deskCIT Info desk

Gestion des plaintesGestion des plaintes

News corporate + dptNews corporate + dpt

Places vacantesPlaces vacantes

Gestion documentaireGestion documentaire

E-Procurement (achats)E-Procurement (achats)

ProductiveProductive

20072007

OngoingOngoingOrdres de servicesOrdres de services

Info lignesInfo lignes

Gestion projets stratégiquesGestion projets stratégiques

Gestion des dossiersGestion des dossiers

Guide d’accueilGuide d’accueil

3 4 5

4

5

FormationsFormations

Gestion des emplacementsGestion des emplacements

Gestion arrêtsGestion arrêts

Employee self-serviceEmployee self-service

Top value services: Status Nov-2006

Lessons learned

� The approach of the « killing application »

� Understanding of the concept of business roles (I want my portal)– Metro drivers, driver’s supervisors…

� Openness of SAP Portal to– external applications ( planchette, ordres de services…)

– external HW (badge)

� Importance of change management– User training

– Support of internal communication department

� Power of the eventing system in the portal� Mix applicative and communication contents to increase value

� Quality of the look and feel

Technical Architecture

EmployeeEmployee

StationStation

DriverDriver

SAP Enterprise PortalSAP Enterprise Portal

KMKM

BWBW

GestionGestionconducteursconducteurs

RoulementsRoulements

Carte AgentCarte Agent

SAP R/3SAP R/3PMPMHRHR

LDAPLDAP

OrdresOrdres de de serviceservice

Sorties Sorties véhiculesvéhicules

RoadMap Internet

2. Proof of concept2. Proof of concept

3. Content management3. Content management

4. B2B4. B2B

5. B2C5. B2C

2006 2007 2008 2009

Nbr of Visits

1. Internet Strategy1. Internet Strategy

500K

400K

300K

Netweaver 2004s for Internet

� External facing portal (light page elements)

� Customizable navigation

� Alias� Browsers compatibility

� Performance: highly improved thanks to caching

Conclusions

� Thanks for your attention

� Please do not hesitate to address your questions

� We would love to multiply these business cases with you !

Denis Steisel

Emakina

02/400.4007dst@emakina.com

Denis Denis SteiselSteisel

EmakinaEmakina

02/400.400702/400.4007dst@emakina.comdst@emakina.com

François Constant

STIB/MIVB

02/515.22.04constantf@stib.irisnet.be

François ConstantFrançois Constant

STIB/MIVBSTIB/MIVB

02/515.22.0402/515.22.04constantf@stib.irisnet.beconstantf@stib.irisnet.be