Achieving complete information governance at Belgian Railways

INSIGHT. INNOVATION. IMPACT.

INSIGHT. INNOVATION. IMPACT.

Achieving Complete Information Governance at Belgian Railways

SAP-408 Success Story

Stéphane Haelterman Program Manager

(be.linkedin.com/in/shaelter)

Business case Company key figures, corporate objectives,

strategic value, roadmap, return on investment

Copyright © OpenText Corporation. All rights reserved.

Company key figures

•  550 Stations & Stops •  > 3.670 trains a day •  698 locomotor •  740 self-propelled •  280.980 seats •  4 Eurostar (HST) •  7 Thalys (HST)

Trains &Stations

•  3.374 km of lines •  3.002 km powered •  314 km HST lines

Network

•  29.298 traveler trains a week •  6.941 freight trains a week •  89,2% arrived on time or max 5 min. delay

Traffic

•  > 500.000 travelers a day •  207 million travelers a year

Travelers

•  60 million tons a year Freight

•  20.761 SNCB/NMBS •  12.749 Infrabel •  4.111 Holding •  710 Other

Employees

FR

DE

NL UK

BE


Corporate objectives

Innovation driven by

§  New business model within an open market

-  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


Strategic value

Cost optimisation

Enhanced Customer Services

Punctuality of rail services

Uncompromising safety

New generation of employees

European market demands

OpenText solutions

Progressive paper cost reduction strategy Lower TCO for the content management solution, so a higher ROI

Faster handling of customer case files, faster information lookup

Speed up and avoid breaches in the supply chain by visualizing parts to order/produce

Accuracy of technical drawings and valid working procedures

Secure historical know-how and offer modern working tools

Comply with demands for traceability, conformity, safety certificates

Cor

pora

te O

bjec

tives


Roadmap

2009 2010 2011 2012

FI, CO, MM, WM, SD, LE, PS, PM for 4 Central Workshops

2013

xECM Strategy

xECM Vision & Plan

Rolling Stock Maintenance, Intelligent Driver Assistant

QM CerGficates, PS DocumentaGon + Solman integraGon, PS-‐RPM HR-‐OM, HR-‐PA, HR-‐TIME, HR-‐REC, HR-‐TRAVEL, Employee File Mgmt, InformaGon Lifecycle Mgmt

FI, CO, MM, WM, SD, LE, PS, PM for all en11es HR, CO-‐PA, BI Invoice Mgmt

CRM Complaints Handling, Carve-‐out B-‐Cargo, EnGty In Charge of Maintenance

HR-‐LSO, HR-‐QLF, Enterprise Portal, HST Maintenance, Rolling Stock Maintenance, CRM-‐LTO, CRM-‐CPM, CRM-‐CTR

2014 2015

HST Maintenance, HR-‐LSO, HR-‐QLF, CRM-‐LTO, CRM-‐CPM, CRM-‐CTR , CRM Complaints Handling, Web Content Mgmt

CRM-‐MKT, HR-‐PA, HR-‐TIME, HR-‐REC, HR-‐TRAVEL DistribuGon, Web Content Mgt, SAP Data Archiving

Enterprise Asset Mgmt Enterprise Info Mgmt

IS-‐Real Estate, QM CerGficates, PS-‐RPM, InformaGon Lifecycle Mgmt

ERP

xECM

11.585 users

5.000 users


Return on investment & key figures

§  Expected savings of 30 million EUR per year from document handling

§  Expected savings of 1,5 million EUR per year from intranet portal navigation

§  40% efficiency & productivity gain in the supply chain

§  2.5 million documents added in the first year, growing by some 1.3 million each year to over 7.5 million after five years

§  1 million technical drawings produced by 340 engineers required by more than 1800 planners, technical workers, purchasers, etc.

§  Up to 5000 train drivers and 2500 train conductors receiving documents on a mobile device

§  Up to 11585 users on the platform

Achievements Vendor invoice management, drawing management,

driver regulations, integrated billing & ticketing, …


Bridge the gap between business documents and business process

•  Technical Drawings •  Book of PaYerns •  CalculaGon notes •  Quality Manuals •  OperaGonal Guides •  Procedures •  Work InstrucGons •  Fact Sheets •  Forms •  Checklists •  Naming ConvenGons •  Technical Catalogue •  Pictures

Maintenance

Example of solutions

Enterprise Asset Management

Real Estate Management

Employee File Management

Invoice Management

Travel Receipt Management

Intelligent Driver Assistant

FI/CO, PLM, SRM, EH&S, HR

FI/CO, PS, PM, MM, HR

HCM, Non-SAP

FI-AP, MM

HCM, FI/CO

HR, PM, Non-SAP

•  Lease Agreements •  Leasing Contracts •  Property Acts •  Contract Forms •  Contract Account Sheets •  Rent SeYlements •  Customized Emails / Fax •  Digital Signatures •  Photos

Facility Management

•  Resumes •  Learning •  Assessments •  Appraisals •  Medical AYests •  Training AYests •  CerGficates •  FuncGon DescripGons

HR

•  Invoices •  Taxes •  Downpayments

•  Line Sheets •  Brakes BulleGn •  TroubleshooGng Wizard •  Log Book •  Time RegistraGon •  Incident Handling

Driver Procedures

Accounts Payable


Past vendor invoice management

Legacy Systems

Vendor A

Vendor B

Vendor Z

Vendor C

Local purchasing (300 users) Local accountancy (100 users)

Purchaser A/P Clerk

30% PO invoices / No action at the source / Lost invoices / Lost discounts / Late payments Double payments / No accurate accruals / Difficult closings / No visibility into costs / No traceability


Current vendor invoice management

Vendor A

Vendor B

Vendor Z

Vendor C

.

. .

.

A/P Clerk

Warehouse

Other…

Purchaser

Accountant

Solving Issues

Posting

Purchasing

Mail Room

Scanning

Record Management

Data Control

Purchaser Logistic Control

Accountant

Payment

Central Procurement (100 users) Financial Shared Services (20 users)

95% PO invoices / Minimal backlog / On-time payments / 70% faster process / Provisioning quality Transparency into costs / Quality closings / Reporting / Task distribution / Traceability / Paper reduction


Previous drawing management

Inconsistencies / Duplicates / Obsolescence / Inaccuracy…

Qualitydatabase

Public Database Fileserver

Fileserver Fileserver

Fileserver

Fileserver

Fileserver

Fileserver


Current drawing management

Fast / Up-to-date / Accurate / Integrated / Traceable / Auditable


Kiosk with materials catalogue and drawings

Fast / Up-to-date / Accurate / Integrated / To-the-point / Accessible


Previous driver regulations & manuals

Paper based / Confusing / Duplicates / Inaccuracy / Time consuming…

12 KG backpack full of paper


Current driver regulations & manuals

Lightweight / Compact / Fast / Up-to-date / To-the-point / Cost effective

2 KG mobile device


Integrated customer billing and ticketing

Convergent Charging & Billing

Marketing

Digital Asset

Delivery Confirmation

Accurate / Consolidated / Automated / Flexible / Personalized


Comply with European legislation

It manages the maintenance logbooks for each vehicle which it is registered in the National Register of Vehicles as “Entity in charge of Maintenance", and ensures the correct implementation by ensuring that the vehicle is maintained in accordance with its maintenance backlog and requirements force including the TSI (Technical Specifications Interoperability); It provides traceability of maintenance operations performed on each vehicle by managing and keeping up to date maintenance reports for each vehicle; It analyzes the lessons learned including the data from maintenance, accidents or incidents to update the owner's maintenance logbook adequately; It informs the owner of all restrictions and specific operation conditions of these cars; It contracts a liability insurance covering sufficient financial risks arising from its activities.

The “Entity In Charge of Maintenance” needs to comply with the following prescriptions:

1

2

3

4

5


Comply with European legislations •  WMS, Wagon Maintenance Services, is an

entity of workshops, with central coordinating services, that offers its expertise of Wagon Maintenance over whole Belgium that combines high level maintenance studies with the precise adaptation and registration of the wagon passport.

•  SNCB is certified as ECM (Entity In Charge of Maintenance) with EU id BE-34-2011-0001.

•  ISO9001 / ISO9000 / ISO9008 / ISO55000


Current customer relations

Unmatched / Inacurracy / Duplicates / Time consuming…


Current intranet portals CW Mechelen - HR CW Cuesmes

Technics Traction

Mobility train supervision

Technics Material

Sharepoint Shared Drives Databases Fileservers Portals

…

Papier

Holding HR

Inconsistencies / Duplicates / Aging / Inaccuracy…

Enterprise Information Management Definition, facts, framework, process,

dimensions, inventory, governance and architecture


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.

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


Framework

Communication Channels

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


Process

Content

Model

Role

Structured ERP/CRM/Legacy

Semi structured

Web Content

Unstructured Documents

Reports Business Intelligence

Others

Portal

Mobile Device

Others

Kiosk

Input Output Process


Dimensions

Independance Collaboration

Culture

Individual Projects Information Strategy

Maturity

Mystery Information Inventory

Data Domains & process

IT, adhoc Business

Sponsoring


Inventory Discipline Process

model Organisation Maturity Technology

Information Governance N/A


Information Quality Management

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 Customer Relationship Mgmt Legacy Systems

Unstructured Data Management OT xECM for SAP solutions OT CCM for SAP Solutions

Metadata Management

Information Security Assigner SAP Identity Management


SAP Portal + OT PSM + OT PCM SAP Gui OT xECM for SAP solutions Mobile devices

Data Stewardship

EIM Services

S


Governance context

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

• Drawing Management • Maintenance documentation • Purchasing • Intelligent Driver Assistant • HR • CRM complaints handling • Corporate Communication • AXI Case Management • Archiving • …

EIM Governance


Governance model Information Architecture •  Folder structure •  Typology •  Common meta data model •  Autorizations model

Cha

nge

Man

agem

ent

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


Information architecture

Sales Services

and Customer Management

Planning and execution freight transport en related Services

Planning and execution passenger transport and related Services

Design

Maintenance Rolling Stock

Forecast Rolling Stock C

ore

Pro

cess

es

Sup

port

Pro

cess

es

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



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



Rollend Materieel

Planning and execution freight transport…

Planning en execution passenger transport.

SalesServices and CustomerManagement

Supply and Purchasing

Sustainability & Governance, Risk…

Human Capital Management

Finance & Control

IT Services

Buildings & Installations

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



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)


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

Strategy Ignition, evolution and ultimate goal


Ignition



Information Quality

Management


Data Warehousing &

Business Intellingence


Unstructured Data

Management


Informatie Security


ERP CRM

+ Reporting

Document Management

System

EIM

Services

Dat

a S

tew

ards

hip


Ignition §  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 OT xECM for SAP solutions 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

§  Communication channels

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


Evolution



Information Quality

Management


Data Warehousing & Business Intellingence


Unstructured Data

Management


Information Security


ERP CRM

+ Reporting

Document Management

System

EIM

Services

Dat

a S

tew

ards

hip


Evolution §  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

§  Communication channels

§  Mobile access

§  Data Stewardship

§  EIM Services


Ultimate goal

PORTAL

IDA

KIOSK

IPAD

“Single Source of the Truth"

Business solutions


Business solutions

§  OpenText Extended ECM for SAP Solutions

§  OpenText Vendor Invoice Management for SAP Solutions

§  OpenText Customer Communications Management for SAP Solutions

§  OpenText Portal Site Management for SAP Solutions

§  OpenText Portal Content Management for SAP Solutions

§  OpenText BPM Assure ITSM

§  OpenText Tempobox

§  OpenText AppWorks

7 8

Achieving complete information governance at Belgian Railways

Business

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