home-made remedies for a well-known headache: "bi user adoption"
DESCRIPTION
It’s no secret the BI Community has always struggled with user adoption. According to a study by the The Datawarehousing Institute in 2008, only 24 percent of the potential BI users are using BI solutions. Four years after the City of Cape Town's first SAP BW implementation, BI usage was still low (22%). This was attributed to users’ feedback regarding BI, which ranged from, "The reporting structure on the portal is not intuitive, I can never find my reports", "Those reports are too slow". The COCT BI Team realized that the maxim "Build it and they will come” no longer holds true! This would be the same as putting out a product in the market and hoping for the best. They thus asked themselves "what is the driving force for any business to have a successful product?" This session will thus unpack how they answered this question:- • Developing a product that sells itself is imperative thus visualization and performance ranked high on the list of deliverables. • Product Image. The overall image/packaging of the product was revamped and a new look and feel on the SAP Enterprise Portal was launched, which was more elegant and made finding reports easier. • Marketing & Communication. A marketing strategy was developed by the BI Team in collaboration with the Enterprise Solution Centre Head. • Product endorsement at all levels is critical for any campaign - thus having the buying in from the executive level right down to having champions at the operational level was imperative! • Measurement. Standard Content BI Statistics have been used extensively to not only measure the success of the marketing drive but used to identify user's pain points(i.e. long running reports, frequently used reports, etc.). Key Points Improving user adoption requires dedication! Be prepared to get your hands dirty! Marketing and sponsorship (at all levels) are critical!TRANSCRIPT
Premier Partners: Supported by: Produced by:
Zimkhita BuwaSAP BI Consultant, City of
Cape Town (South Africa)
Home-made Remedies for a Well-known
Headache: BI User Adoption
Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 3
QUALITY
PRODUCT ENDORSEMENT
PRODUCT IMAGE
Measurement
Marketing
City of Cape Town at a Glance
• 10 years old as a Municipality – 300 years as a city!
• 10.58% of SA’s GDP
• Population of 3.71 million in 2010.
• Employs more than 25 000 staff.
• SAP users 15000.
• SAP BI users 3000.
City of Cape Town at a Glance
• 2012/2013 budget R30 billion(Over AUD 3 million)
– Capital Budget of R 5.9 billion/ AUD 683 million
– Operating Budget of R24.3 billion/AUD 2.7 billion
• Service delivery sectors are divided into 12 directorates > 59
departments.
City of Cape Town at a Glance
• Awarded an “Unqualified Audit” by Auditor
General.
• Named “World’s top travel destination”
• Impact Award for Innovation - Public Sector
(SAP Africa).
• Golden Key Awards for access to information,
2010.
Evolution of SAP BI at CCT
Business Warehouse
BW
R/3
Logistics RevenueHuman
Resources
Real Estate Finance
2002
-
2003
+
2006
2007
0CCA_C02 0PE_C01 0PCA_C01 ZWBS_C11
Balance Score Card /
Performance Management / KPI builder and Tracker
Business Planning: Budgeting / Simulation / ModellingSE
M
Evolution of SAP BI at CCT
Solution
ManagerSAP ERP6
PSRMBusiness
Warehouse
Internal
Portal
BOBJ
Citizen
Portal
(eExternal
Services)
TREX /
MAXDB
Content S
MAXDB
CRM
e-
Recruitment
Strategy
Mng City of Cape
Town External
Portal
ISIS (PI)
Integration
Hub
Mobile
Assets for
Utilities
BPC
MDM
SRM
Archiving
GRC
RPM (PPM)
BO Development
BOE XI3.1 SP3.1
BO Production
BOE XI3.1 SP3.1B
usi
ne
ssO
bje
cts
SSM Development SSM Production
SSM7.5 SP6
Str
ate
gy
Ma
na
ge
me
nt
SSM7.5 SP6
Current BI Landscape
BI Connector BI Connector
Universe/MDX
BICS/BAPI
Universe/MDX
BICS/BAPI
Source
SystemsSource
Systems
BW Development BW Production
NW7.30 SPS5.0 NW7.01 SPS5.0
Bu
sin
ess
Inte
llig
en
ce
What is User Adoption
• How many people (potential BI users) actually use BI and access
the reports it generates, on a regular basis, to help them make
decisions.
• Dependant on a set of on-going processes and procedures that
ensure that users are equipped to get the maximum value from
your organization’s BI infrastructure.
• More than just “training”!
• Maxim “If you build it, they will come”
Identifying the Headache
• Activated BI Technical Content /
BI Statistics
• Initially activated for BI
Admin Cockpit for monitoring
process chains.
• Used it for tracking usage
– Front-End and OLAP Statistics
LOW USER ADOPTION
Identifying the Headache
BI Users = 2754
Average % BI Usage = 22%
Identifying the Headache
• User Responses regarding BI:
– Struggle to find reports
– Not intuitive
– Don’t know the Balanced
Scorecard methodology
– “I don’t trust the data!”
– “Those BI Reports are too slow”
V3.5
V7.0
MeasurementMeasurementMeasurementMeasurement
5 Home-made Remedies
Product
Image
Marketing
&
Comms
Product
Endorsement
Product
Quality &
Delivery
Passion
Product Image
• Objective: To re-energise the look and feel of BI page on the
portal.
– Scheduled design workshops with relevant stakeholders to provide
input into proposed structure changes.
• Outcome: Slicker Page
– Regrouping and consolidation of Tabs for easier access.
– Migration of reports into one version (version 7).
– Renaming of some reports (easier to identify for end user).
Product Image
Product Image
Product Image
Marketing and Communication
“Every company has only two functions, to innovate and to market. Marketing connects the
company with potential customers to make them aware of the benefits of ownership or use.”
Peter Drucker
• Internal Marketing Drive (ERP Floor).
• External Drive: Executive Management Team
• Quarterly Newsletter.
– Awareness for potential new users and the current
BI community.
– Not shy about marketing BI successes!
• Communiqué on all changes
– New reports/dashboards
– Modifications to reports
Marketing and Communication
Marketing and Communication
0
20
40
60
80
100
120
140
160
M T W T F M T W T F M T W T F M T W T F M T W T F
January
February
March
BI Reporting Usage January to May 2011(Post New Look and Feel Go-Live)
Marketing and Communication
1st Quarterly Newsletter
Launch of New Look and Feel
HR Delegated Report
Marketing and Communication
0
200
400
600
800
1000
1200
1400
1600
1800
Jan Feb Mar Apr May
16931550
1453
1316
1541
654
1397
14991138
1243
2012
2011
Product Quality and Delivery
• “I don’t trust the data”
– Streamlining Batch Monitoring
Process.
– Admin Cockpit to view
process chain status.
– Send out Batch email to
functional analysts and key
business users(communication!!)
– Data Reconciliation
“Those reports are far too slow”.
• Various Performance Improvement
Mechanisms (caching, DB stats, indexes)
• Implemented BIA
• ResultsArea Report Name Original run time -
Aggregates(s)
BI-A run time (s) % Improvement
Cost Centre
reporting
R&M: Actual/Plan/Commitments: Per
Cost Element
355.15 12.35 97%
Cost Centre
reporting
Actual/Plan/Commitments: Per Cost
Element
389.5 5.55 99%
Profit centre
accounting
Act/Plan: Rev: Per Period: Subj Cat:
Current Year
324.1 8.4 97%
Product Quality and Service
• Visualisation
– Enables the ability to quickly identify performance issues within the organisation.
– Deliver more timely information no more costly manually intensive methods of
disseminating information.
– Extended our customer base (executive level)
Product Quality and Service
Product Quality and Service
Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 32
Product Quality and Service
Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 33
Dashboard Usage
13511208
748
493416
261372
0
200
400
600
800
1000
1200
1400
1600
HR SSM C3 Overall
City View
C3
Directorate
& Dept
Electrical
Support
Services
Specialised
Electronic
Radio
services
C3 Notif
Ward & Sub
Council
No
of
hit
s
Top BI Dashboard Hits - 2012
Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 35
Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 36
Product Endorsement
• CIO and ERP Floor Manager
– Endorses BI at all levels.
– Forward thinking and visionaries.
• Executive Buy-in – management level
• Important to have buy in at the operational level
– Functional Analysts who interact directly with the
business.
– Trainer - passionate about BI(presented value of BI in
PM at Mastering SAP PM).
• HR is one of our biggest clients
– HR Strategic Managers endorse BI in the Quarterly
Newsletter.
Passion
• BI Competency Centre - change management &
marketing are critical to the success of BI
Implementation.
• Improving User Adoption Not once off!
• Requires continuous involvement and
commitment from the BI Team.
Passion
“When work, commitment, and pleasure all become one
and you reach that deep well where passion lives, nothing
is impossible”….Anonymous
Success Stories from the Business
• Corporate Works Management Process in PM(Average
Days to Close - Notifications).
• Compilation of 78 statutory National Treasury reports.
• Automation of Financial Dashboard.
• Simplified Capital Expenditure Reporting.
• Saving in Time: Councillor Portfolio Report.
Future Initiatives
• Improvement of Performance in other areas.– Decision on more BIA blades/HANA?
• Improving functionality of product-offering:-– BI 4.0
– EPM 10 (BPC & SAP Strategy Management 10)
• Reporting Expo
• In-Contact Magazine (organisation-wide exposure).
• Customer Satisfaction Survey.
"Success is the sum of small efforts, repeated day in and day out."
Robert Collier
Key Points to Take Home
• Maxim “If you build it, they will come”
• Image is everything!
• Communicate with users.
• Key Business Users endorse BI.
• Be Passionate about BI User Adoption!
“Build it > Communicate it > Show its value > They will come”
How to contact me:
Name Zimkhita Buwa
Organisation City of Cape Town
Twitter @zimbuwa
SCN
http://scn.sap.com/people/zimkhita.b
uwa
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