STIB- David Rispoli STIB - MIVB Brussels Public Transport Company December 2004.
Emakina Academy 6 - Boost your intranet - STIB
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Transcript of Emakina Academy 6 - Boost your intranet - STIB
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
Denis Denis SteiselSteisel
EmakinaEmakina
02/400.400702/[email protected]@emakina.com
François Constant
STIB/MIVB
François ConstantFrançois Constant
STIB/MIVBSTIB/MIVB
02/515.22.0402/[email protected]@stib.irisnet.be