the belgian railways journey to enterprise information management

The journey to Enterprise Information Management

Stéphane Haelterman – Program Manager

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Agenda

§  Introduction

§  Definition

§  Motivation

§  Information Management

§  Framework

§  Dimensions

§  Inventory

§  Strategy

§  Corporate objectives

§  Value

§  Return-On-Investment

§  Aproach

§  Information Governance

§  Information Architecture

§  Unstructured data management

§  Information Security

§  Communication channels

§  Next Step

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Introduction

Information has always been a key asset ….

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Introduction

In the year of 1602, VOC 1 was founded based on …

•  Superior knowledge of the best passage to the East

•  Detailed analyses of market patterns for spices

•  An innovative financing leading to the creation of the first fully shareholder financed company … and eventually the creation of the modern stock-exchange

1) Verenigde Oost-Indische Compagnie

§ 4

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Introduction

SNCB / NMBS

•  One of the world’s busiest railway networks

•  Founded in 1926, Belgian Railways operates one of the world’s most tightly integrated railway networks. Headquartered in Brussels, it transports 216 million passengers plus more than 60 million tons of freight per year with the help of its some 21,000 staff.

•  In 1835, the first railway line in continental Europe opened between Brussels and Mechelen, Belgium. Today, Belgian Railways operates around 3,400 kilometers of track; 1,500 locomotives; and 550 railway stations and stops, including hubs for Europe’s prestigious high-speed rail links. The six-track railway hub in Brussels handles some 1,200 trains per day, making it one of the busiest railway links on the planet.

§ 5

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Introduction – Definition

§  On Gartner’s IT glossary page, Enterprise Information Management is defined as…

"Enterprise information management (EIM) is an integrative discipline for structuring, describing and governing information assets across organizational and technological boundaries to improve efficiency, promote transparency and enable business insight.“1

§  Enterprise information management covers all types of information, including traditional structured data, semi-structured and unstructured data, and content such as documents, emails, audio, video, and so forth.

§  The management of information with the understanding of its lifecycle yields the best results for use and cost. And more is not always better. The active management and governance of information helps in avoiding the costs associated with blind information hoarding. The risk of having too much information is just as real as not having enough when you need it.

1) http://www.gartner.com/it-glossary/enterprise-information-management-eim/

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Introduction – Motivation

§  The main objective of EIM is the automation of collaborative processes coupled with information to:

Cases follow-up improvement,

Workprocedures standardization,

Avoid mistakes by giving access to correct and recent information,

Improvement of information traceability,

Paper reduction.

§  This EIM strategy will generate synergies between the business processes currently managed in SAP and the information which they are associated.

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Introduction – Motivation – Governance, Compliance and Risk

Which record types need to be kept? What’s the Information Reference Model? What’s the security model? What’s the retention model? Formats / long term storage / rendering?

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Introduction – Motivation – Collaboration

§  Knowledge Workers need a tool to collaborate in projects

§  One version of the truth

§  Always the latest information

§  Approval and Publishing of information

§  Social workplace is more than file-sharing

§  Mobility and support of multiple platforms is key

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Introduction – Motivation – Proces improvement

§  Only 20% of any organizations information sits in the structured applications and their databases

§  To manage the other 80% with the same efficiency, they need to be put under process control

§  Shared service centers require processes

§  Processes allow to detect the bottlenecks in the organization

§  Processes create speed and save cost

§  The combination of Information and ERP is the ultimate solution for many processes to which they are linked

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Introduction – Motivation – Communication

§  Portals (classic, kiosk, mobile) should combine information from many sources

§  Personalized and always up-to-date information

§  Collaboration, social media included

§  Communication creates new business

§  Connect with customers and partners

§  Consistent information across all channels

§  Interactive

§  All media types

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Introduction – Motivation – Multi-channel “Enterprise Information Portal”

§  Communication in Push & Pull mode available.

§  Organize information based on user tasks & requirements (Themes).

§  Information offered is personalized based on Role, Function, User Profile ...

§  Full integration of different information types (Applications, Documents (non-structured content), Processes & tasks, media, ...)

§  Information is constantly changing and provides interaction

§  Portal is a “Obliged Passage" and contains "Killer applications" for everyone or by target

§  Portal is also a workplace for certain profiles and functions

§  An information portal is accessible through various channels (devices & location) - Kiosk, touch, mobile, extranet, ...

§  The view of information is adapted to the properties of the device. ("Responsive Design")

§  Collaboration inter / cross departments (Expert groups, targeted communication, ...)

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Introduction – Motivation – Customer relations

Unmatched / Inacurracy / Duplicates / Time consuming…

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Introduction – Motivation – Previous drawing management

Inconsistencies / Duplicates / Obsolescence / Inaccuracy…

Kwaliteits-database

Publieke Database Fileserver

Fileserver Fileserver

Fileserver

Fileserver

Fileserver

Fileserver

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Confusing / Duplicates / Inaccuracy / Time consuming…

Introduction – Motivation – Previous driving manuals & troubleshooting

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Introduction – Motivation – Current communication sources, trainings and employee files

CW Mechelen - HR CW Cuesmes

Technics Traction

Mobility train supervision

Technics Material

Inconsistencies / Duplicates / Aging / Inaccuracy… Sharepoint Shared Drives Databases Fileservers Portals

…

Papier

Holding HR

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Introduction – Motivation – Future information management

“The One Version of the Truth"

+ ONE PORTAL

IDA

KIOSK

IPAD

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Introduction – Motivation – Summary

ONE Global Information Reference Model

•  Data / Document(s) & -types •  Identification & codification •  Metadata model •  Folder structure

Trust & Compliance

•  Reference library •  Management processes •  Information security

Standardization

•  Management of data / documents •  Publication •  Communication

Collaboration

•  Transparancy •  Traceability •  One version of

the truth

Communication

•  Intern/Extern Portals •  Mobile devices

Recognition

•  House style & Branding •  Identification

Management model

•  Distribution lists •  Role assignment

SAP Integration

•  On masterdata •  On business processes

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Communication Channels

Information Management – Framework

Information Architecture

Information Quality

Management

Reference & Master Data Management

Data Warehousing & Business Intellingence

Structured Data

Management

Unstructured Data

Management

Information Governance

Information Security

Portal Mobile Devices + others

ERP CRM

+ Reporting

Document Management

System

EIM

Services

Dat

a S

tew

ards

hip

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Content

Model

Role

Information Management – Process

Structured ERP/CRM/Legacy

Semi structured

Web Content

Unstructured Documents

Reports Business Intelligence

Others

Portal

Mobile Device

Others

Kiosk

Input Output Process

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Information Management – Dimensions (assessment)

Independance Collaboration Culture

Individual Projects Information Strategy Maturity

Mystery Information Inventory Data Domains & process

The farther your company falls to the left (individual projects), the more you’ll need to focus on localized value first. Do not immediately start a project to manage vendor information globally, for instance

Hoe verder het bedrijf valt naar links, hoe meer het zal eerst moet richten op lokale waarde

The farther your company falls to the left (mystery information), the more you’ll need to focus on finding, identifying, and tagging the information that has high business value for your chosen project

IT, adhoc Business Sponsoring

The farther your company falls to the left (IT, ad hoc), the more you’ll need to focus on easy-to-interpret information projects, such as automated cleaning of address information according to governmental standards

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Information Management – Inventory (assessment) Discipline Process

model Organisation Maturity Technology

Information Governance N/A


SAP Sybase PowerBuilder SAP Information Lifecycle Mgmt SAP Netweaver Process Integration SAP Netweav. Process Orchestration

Information Quality Management

SAP Master Data Governance SAP Data Services SAP Information Stuard SAP BO

Reference & Master Data Management SAP Master Data Management

Data Warehousing & Business Intellingence SAP Business Waherouse SAP Business Intelligence SAP Business Objects

Structured Data Management SAP Enterprise Resource Planning SAP Custtomer Relationship Mgmt Legacy Systems

Unstructured Data Management SAP Ext. Enterprise Content Mgmt SAP Document Presentment

Metadata Management SAP Information Steward SAP Sybase PowerDesigner

Information Security Assigner SAP Identity Management


SAP Portal SAP Gui SAP Ext. Enterprise Content Mgmt IDA en andere

Data Stewardship SAP Information Stuard

EIM Services SAP Data Services SAP Hana SAP Sybase IQ

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Strategy – Corporate Objectives

Innovation driven by

§  New business model within an open market for

-  passenger transport

-  maintenance of rolling stock

§  Agility to meet evolving customer demands

§  Quality and accuracy of the information

§  Paper reduction

§  Work procedures uniformity

Transition driven by §  Cost optimisation

§  Enhanced Customer Services

§  Punctuality of rail services

§  Uncompromising safety

§  New generation of employees §  European market demands

Traditional monolithic national railways company

Past Present Future

Strategic Platform for change and agile business processes

Legacy DBs, Custom Apps, File servers and Paper

Enriched Business Processes with content to enable Enterprise Information Management

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Strategy – Value

Category Y/N Explanation

Quality improvement Y - Manage customer complaints - Purchasing based on correct plans and technical drawings

Security improvement Y

- Availability and accuracy of plans and technical drawings - Improved maintenance of trains - Checked and validated information to the driver - Welfare and health of workers - Competence Management

Image improvement Y - Standardization of communication - Faster response to customer complaints and contracts

Services improment Y - Faster response to customer complaints and contracts - Easy access to relevant task-related information

Modernization of equipment Y - Efficient maintainance

Offering improvement N

Result improment Y -  Cost reduction through centralized and integrated platform -  Cost reduction through more efficient handling of cases/files

Information polilcy improvement Y - Better decisions through improved follow-up of files

Quality & efficiency of internal processes Y

- Standardization of procedures - Standardization of documents - Centralization of documents - Transparent integration with SAP

Learning and growth Y - Changing attitudes to progressive paper reduction - Progressive mastering of new IT tools and applications

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Strategy – Business Documents – Return On Investment

§  Measures to drive productivity and return on investment

§  The implementation of an ERP system realize a good ROI thanks to the decline in inventory costs, increased productivity and the ability to accelerate decisions. Higher productivity leads to a reduction of indirect costs and it is possible to create additional return by reducing the costs related to the management of documents. This cost reduction is done through the introduction of an Enterprise Content Management, reduction of storage and use of copiers. Moreover, from all the lost documents, 7.5% are totally lost and 3% are incorrectly classified. It costs 20 USD for a document to store and retrieve. De worldwide benchmark for the management of a single document is 20 USD or 15 EUR.

§  Starting from the assumption that a worker at least manipulates 1 document per day and working 200 days in a year, we arrive at an average cost of € 3,000 per employee per year.

§  For 2.000 users there is a theoretical cost of 6.000.000 EUR.

§  This cost can be reduced by 50%.

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Strategy – Communication Channel (Portal) – Return On Investment

•  “Selection” of 3 important scenarios a)  Searching for contact details : 15x a month / user b)   Searching for HR Forms/policy : 2x a month / user c)  Searching for Corporate information : 2x a month / user

•  Time spent to perform the scenarios

–  With a poorly designed front end information architecture à 46 minutes / month / user

–  With a well designed front end information architecture à 21 minutes / month / user

•  Return On Investment with a well designed front end

–  Estimated cost reduction per minute per user : 0,58 EUR –  262,5 minutes per year (25 min * 10,5 work months) à for 2000 users à 304.500 EUR / year

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Strategy – Approach – Initiation (where to start)


Information Quality

Management



Structured Data

Management

Unstructured Data

Management


Informatie Security


ERP CRM

+ Reporting

Document Management

System

EIM

Services

Dat

a S

tew

ards

hip

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Strategy – Approach – Initiation (where to start)

To be a good basis for EIM, SNCB should develop the following disciplines supported or not by technology

§  Information Governance

§  To define rules

§  To standardize work procedures

§  Information Architecture

§  To define the landscape of potential information (such as ERP, CRM, Business Intelligence, ECM)

§  To define common information models for a unified and efficient use of information

§  To manage the lifecycle of information

§  To define the various sources for the data set (including master data) for uniqueness

§  Information Quality Management

§  To define quality KPIs

§  To ensure information by checking and cleaning up data

§  Non-Structured Data Management

§  Further development of SAP Extended ECM to manage all types of information which may affect the alignment of information models

§  Further integrating business processes with influence on the information models alignment

§  Information Security


§  Further Portal developments for all information types to consume which may affect alignment of information models

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Strategy – Approach – Realization (what we need to do)

1. Define a data strategy that supports the business strategy and objectives.

2. Identify the critical data elements that support the business objectives.

3. Quantify how the management of these data elements creates value.

4. Establishment of a current situation for the critical elements

5. Establish an improvement plan

6. Business and IT alignment behind data standards, rules and processes

7. Creating data standards and processes that support end-to-end business processes rather than ad-hoc projects.

8. Better control and visibility of information via relevant channels

9. The complete management of the information lifecycle (creation / acquisition to retirement / destruction)

10. Measurable results

11. Management of the change cycle

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Strategy – Approach – Evolution (how far we need to go)


Information Quality

Management



Structured Data

Management

Unstructured Data

Management


Information Security


ERP CRM

+ Reporting

Document Management

System

EIM

Services

Dat

a S

tew

ards

hip

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Strategy – Approach – Evolution (how far do we need to go)

In order to ensure quality information, should NMBS the following disciplines develop with or without technology

§  Reference and Master Data Management

§  To keep important information sources in sync

§  Business Warehousing and Business Intelligence

§  To correctly align data models with ERP, CRM and ECM

§  To deliver relevant reporting and KPIs


§  Mobile access

§  Data Stewardship

§  EIM Services

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Strategy – Approach – Information Governance – Context

NMBS Business strategy, policies & rules, IT constraints & policies

EIM

Fun

ctio

nalit

ies

Legal

Privacy

ISO certification

Process optimization Project requirements en/of

en/of

en/of

Intellectual property en/of

• Basic documentatiion • Maintainance documentation • IDA (Intelligent Driver Assistance) • HR • CRM complaints handling • Purchasing • Corporate Communication • AXI Case Management • Archiving • …

EIM Governance

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Information Architecture •  Folder structure •  Typology •  Common meta data

model •  Autorizations model

Strategy – Approach – Informatie Governance – Model C

hang

e M

anag

emen

t Business governance •  Global rules for managing the information •  Global content model with local degrees of freedom •  Allocation of roles, groups and users

IT governance

Platform governance •  Selection criteria and rules about the structure and

management of the platform •  Interaction / integration with other platforms and

applications

Operational governance •  Management of roles and groups

Management & update of information model •  Helpdesk & Quality Control

Program governance (steering commitee) •  Coordinate impact of initiatives on program level to

global view

STABILITY SUSTAINABILITY UNIFORMIZATION

STANDARDIZATION

Communication channels governance •  Management of roles and groups

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Strategy – Approach – Information Governance – Principes 1/2

•  Terminology (Information Types & metadata)

•  Pursuit of common terminology

•  Consolidation and harmonization

•  Codification

•  Clear definition

•  Consistent use

•  Communication Channels

•  Streamlining

•  Maximize use of electronic media

•  Maximum use of functionalities offered by the platforms

•  Standardized toolsets

•  Tools to access information types

•  Distribution / Communication of information

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Strategy – Approach – Information Governance – Principes 2/2

•  Version Management – Minor work versions & Major approved versions – Consolidated

•  Approval process – Minimal workflow implementation – Extended workflow implementation

•  Status follow-up – Control of status values

•  Access rights – Maximum granularity folder level – confidentiality – Autorizations through SAP Identity Management – Local access rights through local administrator

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Strategy – Approach – Information Architecture

The goal of the architecture is to support decision making for IT projects so that systems can:

•  Increase end-user productivity –  eliminate time wasted searching for information –  facilitate knowledge generation –  increase the speed for analysis and decision –  reduce manual effort in processing information

•  Reduce overall operating costs –  streamline the architecture, information lifecycle management, data marts –  eliminate and consolidate databases –  eliminate redundant data solutions

•  Increase speed to market –  provide reusable data assets for solutions and applications –  set clear rules for the management of data to be used in projects and

organizations

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Strategie – Approach – Information Architecture – Models / Meta data

Models (global)

•  generic categories

•  generic attributes

•  generic classification

•  generic taxonomy

Meta data management (global)

•  storing information about other information

•  catalog of information assets and their relationships

•  create, monitor, improve, define and manage meta data schemes and/or model

•  profiling data

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Strategy – Approach – Information Architecture – Aligned to the Organization

NBMS Technics

Missie, visie, strategie en waarden

Beleid

Handboek

Eisen

Wet- en regelgeving

Klanteneisen

Eisen gesteld door de organisatie

Centrale Directie

Vegunningen

Contracten met derden

SLA intern de NMBS-Groep

Doelstellingen

BeLEAN

…

Actieplannen

Globale preventieplannen PBW

Jaaractieplannen PBW

…

Indicatoren, monitoring en meting

Middelen en uitrusting, werkomgeving

Menselijke middelen

Technische middelen

Financiële middelen

Werkomgeving

… Organisatiestructuur, taakverdeling, …

Organisatiestructuur

…

Opleiding, competentie, sensibilisering

Intern overleg en interne communicatie

Verslagen van periodieke overlegvergaderingen

Verslagen comité PBW

Financiële middelen

…

Externe communicatie en verslaggeving

Jaarverslagen interne dienst PBW

Integraal milieujaarverslagen

…

Interne audits

Auditkalender

Verslagen

…

Externe audits

Auditkalender

Verslagen

… Klantentevredenheid

Personeelstevredenheid

Directiebeoordeling

Beheer niet-conformiteiten, …

Ongevallen en incidenten

Klachtenbeheer

Beheersing van documentatie en registraties

Beheersing van monitorings- en meetuitrusting Auditkalender

Risicoanalyses

Beheer van veranderingen

Beheer van noodsituaties

Werken met derden, onderaanneming, uitbesteding

…

HR

Aankoop

ICT

Primaire processen (eigen aan de entiteit)

Beheersing van het product

Beheersing van de werkzaamheden

Ontwerp- en ontwikkeling

… Ondersteunde Diensten

Produktie Traktie

Produktie Materieel

WMS

Studiediensten rollend materieel

TW xxx

CW xxx

TCT xxx

…

NBMS Mobility

NBMS Europe

NBMS Centraal Support

…

At least 56 folders per entity!

entity

entities

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Sales Services

and Customer Management

Planning en execution freight transport en related Services

Planning en execution passenger transport and related Services

Design

Maintenance Rolling Stock

Forecast Rolling Stock

Strategy – Approach – Information Architecture – Aligned to the Value Chain C

ore

Proc

esse

s Su

ppor

t Pr

oces

ses

IT services

Human Resources

Finance & Controlling Bevoorrading & Aankoop

Buildings and installations

Business Intelligence & Enterprise Information Management

Sustainability & Governance, Risk & Compliance

IT services

Human Capital Management

Finance & Control Supply and Purchasing

Sustainability & Governance, Risk & Compliance

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Rollend Materieel

Voorzien Rollend Materieel

Onderhoudsbeleid

Basisdocumentatie

Ontwerp/Studies

Aankoop

Onderhoud

Exploitatiedocumentatie Handleidigen en depannagegidsen

Planning en uitvoering goederentransport…

…

… …

Planning en Uitvoering Reizigersvervoer… Onderrichtingen Reizigersvervoer

Besturingsonderrichtingen

Begeleidersonderrichtingen

Onderrichtingen Reizigersvervoer Internationaal

Planning Reizigersvervoer Termijn planning

Studies en budgettering

Jaarplanning

Korte termijn Strategische / voorbereidende studies

Treinbestuurders

Treinbegeleiders

Stationspersoneel

Rollend Materieel

Opmaak van de beurtregeling op lange termijn

Treinbestuurders

Treinbegeleiders

Stationspersoneel

Rollend Materieel Opmaak van de beurtregeling op lange termijn

Treinbestuurders

Treinbegeleiders

Stationspersoneel

Rollend Materieel

Lijninfrastructuur

Rapportering en Opvolging Reizigersvervoer

Verkoop Densten en beheer Klanten

Lead To Order B2C Binnenlands Reizigersverkeer

B2C InternationaalReizigersverkeer

B2B Binnenlands Reizigersverkeer

B2B InternationaalReizigersverkeer Verkoop en Distributie

B2C Binnenlands Reizigersverkeer



B2B InternationaalReizigersverkeer

Marketing B2C Binnenlands Reizigersverkeer



B2B InternationaalReizigersverkeer

Cammpagne X

Commerciële communicatie

Binnenland

Internationaal Verdelen en verkopen van vervoersbewijzen

Operationele verkoopsondersteuning stations

Verdelen en verkopen van vervoersbewijzen

Stationsbeheer en Stationspersoneel

Beheer Klantenreacties Dossier X

Dossier X

Core Processes

Strategy – Approach – Information Architecture – Aligned to the Value Chain

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Bevooraading en Aankoop

Planning

Coördinatie

Aankoop

Operaties Bevooraading (operatoneel)

Sustainability & Governance, Risk & Compliance Veiligheid

Kwaliteitsbeheer

Schaden

Dossier X

Personeelsbeheer

Loopbaan Functiecatalogus

Stage en proef

Opleidingen

Opleidingsaanbod

Personeelsadministratie Individueel personeelsdossier

Dossier X

Aan- en afwezigheden

Bezoldigingen, toelagen en vergoedingen

HR-organisatie Organogrammen

Personeelsbehoeftenplanning Veiligheid en welzijn

Veiligheidsregister

Core Processes

Financiën & Beheerscontrole

Strategische planning en jaardoelstellingen

Facturatie

Fiscaliteit

Boekhouding

Beheerscontrole

Juridische Aangelegenheden

Litiges

Dossier X Jures

Dossier X

Interne audit(s)

Externe audits

Contractbeheer

IT Services Systeemdossiers

Systeem X

Opleidingsbeheer

Examens en ertificaties

Medisch dossier

Personeelstevredenheid

HR-wetgeving

Gebouwen en installaties

Studie inrichting en uitrusting stations

Aankoop inrichting en uitrusting stations

Stations

Onderhoud inrichting en uitrusting stations Werkplaatsen

Studie uitrusting werkplaatsen

Aankoop uitrusting werkplaatsen

Onderhoud uitrusting werkplaatsen

Beheer wagenpark

Business Intelligence & Enterprise Information Management

Strategy – Approach – Information Architecture – Aligned to the Value Chain

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Strategy – Approach – Information Architecture – Organization vs Value Chain

Based on Organization

Total of 219 entities 34 B-TC / 34 B-MO / 36 B-EU / 49 B-CS / 23 B-CF / 43 B-F

56 folders per entity

12.264 folders

distributed over 4 levels Level 1: Business Unit

Level 2: Entity

Level 3-4: Theme

Level 5 – 6 – 7 : Process/project specific

distributed over 3 levels Level1: Domain based on value chain element

Level 2 – 3: Value chain element

Level 3 – 4 – 5: Process/project specific

130 folders

Based on Value Chain

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Strategy – Approach – Information Architecture – Practical use

Rollend Materieel

Planning en uitvoering goederentransport…

Planning en Uitvoering Reizigersvervoer…

Verkoop Densten en beheer Klanten

Bevooraading en Aankoop

Sustainability & Governance, Risk…

Personeelsbeheer

Financiën & Beheerscontrole

IT Services

Gebouwen en installaties

Business Intelligence & EIM

B-TC

B-TC.1 B-TC.4

B-TC.41

B-TC.43

B-TC.9

Portal Organization

Portal Localization

Portal Function Other Media

Function Intelligent Driver Assistant

Information Management Value Chain

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Strategy – Approach – Information Architecture – Benefits

Robust and flexible for organizational changes

Shallow and user-friendly structure

Relation between structure and homogeneous user groups

Homogeneous use of metadata and classification(s)

Inline structure Portal – SAP – xECM

Matched to performance (process / people / system)

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Strategy – Approach – Information Quality Management

All processes require ACCESS to HIGH QUALITY DATA

360° View Process Integration Rig

ht T

ime R

ight Place Quick Search

Central Repository Structured / Unstructured Data Standardization of procedures

GOVERNANCE of the information lifecycle Tracability

Auditabilty

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Strategy – Approach – Information Quality Management

•  Accuracy The extent to which the data reflect reality

•  Completeness The extent to which data are not missing

•  Consistency The extent to which different data generates no conflict on the same underlying data object

•  Integrity The extent to which important relationships are not missing data

•  Up-to-dateness The extent to which data is sufficiently up-to-date

•  Uniqueness The extent to which the data of one set of columns are not repeated

Quality management activities Data Cleansing, Data Enrichment, Data Matching, Data Scorecards

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Strategy – Approach – Unstructurde data management

Automate filing and indexing

Define, control and accelerate decision processes Empower teams with internal and external users to collaborate efficiently Enable consistent document handling and Microsoft Office Integration

Provide secure native access to SAP and non-SAP users. Enable 360° view on documents.

Consolidate repositories and storage management

Control the content and reduce compliance costs

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Strategy – Approach – Unstructured data management – Benefits

Activities Goals Current situation

•  Common platform •  Common attributes for classification •  General business vision

•  Legacy systems •  Common rules but local applications •  Local methods

•  History, traceability •  Distribution of management

•  Removal, loss of information •  Locally stored management

•  Shared access to all kinds of documents •  Integration between documents and SAP •  Direct access via portal / Wind.Expl. /

Outlook / SAP

•  Access with focus on the request •  Local and non-integrated visibility •  Local access db, lotus, others

•  Shared storage platform •  controlled lifecycle •  Controlled user access (profiles)

•  Deviating Legacy storage •  Multiple systems ... less control •  Controlled access by system / user

•  Latest version & history and access to all versions

•  Control of documents by statuses

•  Latest version •  Control of documents on / off

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Strategy – Approach – Information Security

Protection of data against abuse by:

•  Standardized guidelines for the treatment and disclosure of information that meets the regulatory and privacy requirements

•  A security infrastructure that ensures that individually identifiable information is stored in a protected environment

•  Audit trails and controls to a consistent view of information to ensure consumption

•  Disaster recovery strategies that prevents the loss of this critical enterprise asset

•  A data architecture strategy that ensures acceptable performance of the information distribution mechanisms

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Strategy – Approach – Communication channels – Practical

•  Channel specifications – Profiles – Devices – Front end technologies (choice matrix) – Environment & connectivity

•  Design patterns (template control)

•  Central style guide

•  Methodology : Top down & Bottom up iterations

•  User Centric Design vision

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Strategy – Approach – Communication channels – Intranet Challenges

•  Central Intranet Portal Governance & Editorial team •  Central & per Domain / Theme •  Vision to determine and support •  Design guidelines •  Monitoring of web content "Writing for the Web" •  Liability & Responsibility for the protection of sensitive information

•  Theme based information architecture •  Safety, trainings, careers, contacts, charts, ... •  Theme manager? Process-based?

•  Web coordinators per themas •  Organizational risks (especially in certain departments) •  Change Management •  "On the Field" interviews required for proper theme and top tasks analysis

•  Approval flows & moderation •  Publication to a certain theme / channel

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Strategie – Approach – Communication channels – Intranet value

•  Cost reduction •  Removal of local intranets. (Hardware, maintenance, support, content maintenance) •  Reduction of IntraWeb costs from the PC-seat costs

•  Cost avoidance •  Avoiding new non compliant infrastructure such as local web servers, SharePoint

environments, ... •  Avoiding training in back-end applications for infrequent users •  Reduce the risk of errors due to poor information flow

•  Higher Effectiveness •  The right information to the right person at the right time. •  Findability of information without human intervention •  Improved discoverability of applications •  Improved usability of webified applications

•  Better Efficiency •  An information architecture, 1x defined, re-used •  Common processes for channeling content •  ONE set of roles and responsibilities

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Strategy – Approach – Communication channels – Conceptual model

Thematic information architecture

My subscriptions

q 

ü 

q 

q 

ü 

My job/workspace

v 

v 

v 

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Resource + Contact

Stéphane Haelterman Program Manager