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How to turn your intranet into a Solid Business Case Mads Richard Confex: Intranett 2014 – November 24 th 2014

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Presentation on Intranet Conference in Oslo, november 2014: How to turn your intranet into a solid business case. With four Danish examples from Intra2 | Share Intranet Real Practice

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Page 1: Intracom confex norge_141124_pdf

How to turn your intranet into a

Solid Business Case

Mads Richard

Confex: Intranett 2014 – November 24th 2014

Page 2: Intracom confex norge_141124_pdf

Confex_141124 © Intracom Consult

Background

• Consulting company founded in 2000. Business implementation of intranet and digital workplaces

– Advice and coaching. Strategy and implementation. 80+ customers.

• Share Intranet Real Practice – Online Community sharing intranet data and more than 3500 intranet

screenshots from more than 250 Danish companies

– Join us at Intra2.dk

• Events – Conferences, workshops, Intranet SiteSeeings, Groups of interests

– Next Event: Intrateam Event Copenhagen 2015 – February 25th – 27th

• Intranet User Survey and Benchmark – In collaboration with Worldwide Intranet Challenge

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Presentation in two parts

• The digital landscape – Intranet vs. Digital Workplace

– Traditional intranet vs. Social Intranet

• How to turn your intranet into a solid

business case

Page 4: Intracom confex norge_141124_pdf

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The digital landscape

MOBILE

Personal PC

Infoboard

Smartphone

Shared PC

Labtop

PDA

Tablet

STATIONARY

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The digital landscape

Internal

systems

External

services

Digital Workplace

Synergy Availability

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Where is your intranet

in the digital landscape?

Digital Workplace

Useful

Nice to

Business Critical

Internal

systems

External

services

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The digital palette

Library

• Navigation

• Search

News Channel

• Articles

• Updates

Tool

• Order and book

• Update data

• Report and

approve

Meeting Place

• Contact

• Dialogue

• Collaboration

Pull

Self service

Push

Collaboration

Digital Workplace

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What’s your intranet?

Library

• Navigation

• Search

News Channel

• Articles

• Updates

Tool

• Order and book

• Update data

• Report and

approve

Meeting Place

• Contact

• Dialogue

• Collaboration

Pull

Self service

Push

Collaboration

Digital Workplace

Traditional intranet

Digital workplace Social intranet

Page 9: Intracom confex norge_141124_pdf

Confex_141124 © Intracom Consult

Useful Nice to

Business Critical

Your intranet starting point

The digital landscape The digital palette

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How to turn your intranet into a

good business case

• Know your starting point

• Don’t try eating the elephant in one bite – Divide the intranet into well defined business cases

• Find relevant, business critical problems – With owners and budgets

• Help solving problems – In dialogue with owners

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Selected Intranet Business Cases

• Bank

• Local Municipality

• Ministry of Foreign Affaire

• Public Supplying Company

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Intranet Business Case

Bank

• Background – Strong increase in customers demand for financial

advice

• Problem – Shortage of competent advisors

• Stressed advisors

• Different advice from different advisors

• Customers going to other banks

• Goals – Shorter preparation time -> more customers pr. advisor

– More flexibility between advisors

– Quicker introduction for new employees

– Better and more standardized advice

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Intranet Business Case

Bank

• Possible solutions – Accepting present situation

• Saying no to customers

• Continue getting unsatisfied customers

– More training

– More standardized procedures

– More employees

– More employees working overtime

• Targeted portal for customer advisors – Responsible: Product Managers

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Intranet Business Case

Local Municipality

• Background – Strong increase in internal mails

• Problem – Combined over- and under information

• Difficult for top management to reach all employees

– Time wasted in sending and finding relevant news

– Different versions of same news in different media

• Goals – Slimmer, better and more relevant news flow

• Avoiding over – and under information

– Easier to find old news • Avoiding personal archives and redistribution of old news

– Easier for news provider to select right channel • Including top and local managers

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Intranet Business Case

Local Municipality

• Possible solutions – Letting go

– Mail governance: • Restricted politic for mails to different target groups

• Shared news groups

– Other kind of media

– Education

• Segmentation and personalization – Responsible: Communication

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Intranet Business Case

Local Municipality

• Effect – No more ‘mails for all’

– Reduction up to 1/3 of department mails

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Intranet Business Case

Ministry of Foreign Affaires

• Background – Annual shift of responsibility and working location for

25% of employees - involving many different departments

• Problem – Lots of manual working procedures in getting,

checking and updating new data

– Bad service to employees being moved

– Many old or wrong data in phonebook – long time after the changes has taken place

• Goals – Quicker and better service for moved employees

– More correct information in phone book – quicker

– Saving man hour

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Intranet Business Case

Ministry of Foreign Affaires

• Possible solutions – Accepting present situation

– More central employees

– Decentralization of responsible to local units

– Better and more standardized procedures

• One stop moving self service on intranet – Responsible: Service Desk

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Intranet Business Case

Water supply and sanitation company

• Background – Management wanting higher quality in customer

service

• Problem – Difficulties for customer service to find relevant and

available employees

– Customers hanging on pending phones

– Experienced employees used as interim steps

• Goal – Less time used for finding relevant and available

employer

– Minimizing sending customers around

– More satisfied customers

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Intranet Business Case

Water supply and sanitation company

• Possible solutions – Accept present situation

– Implement special competence overview in customer service

• Competence directory in phonebook – Responsible: HR / Management group

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Selected Intranet Business Cases

• Bank – Targeted portal for customer advisors

• Local Municipality – Segmentation and personalization of news portal

• Ministry of Foreign Affaire – Workflow for annual change of locations

• Public Supplying Company – Competence finder

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How to turn your intranet into

a solid Business Case

• Know your tool / media / platform – The long term potentials

– The short term capabilities

• Focus on the core business – People, problems, goals and resources

• Help the business to find, implement and maintain good (intranet) business cases - themselves!

Page 29: Intracom confex norge_141124_pdf

Mads Richard

[email protected] – Mobile +45 22 17 95 95

www.intracom.dk

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