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21 st Century Communications & Collaboration in eircom Stephen Mulligan, eircom IT [email protected]
Office Productivity and Mobility
Beyond the New World of Work
Strategic Framework for Adoption of NWOW Technologies
Office Productivity - Core Technologies (Now)
Office Communicator
IP Telephone
Standard Laptop
SharePoint 2007 – “Sharenet”Live Meeting – Application and Desktop Sharing
Remote Access
Office Productivity Vision
“eircom will be its own best example of 21st
Century Communication and Collaboration”
Efficient & Effective Collaboration is at the heart of how eircom staff work
People are comfortable using NWOW Technologies to improve their daily work
We know how to train a new employee in NWOW techniques
We constantly strive to improve knowledge of the tools using innovative techniques (“Tech sessions”, “Self-Serve”)
NWOW Technologies are a tool of choice to enable business applications
“eircom will be its own best example of 21st
Century Communication and Collaboration”
So, how did we get here?
Personal and Group
Productivity
Processes and
Training
Tools
Tools and systems are the enablers (e.g. SharePoint, Office Communicator, Office 2007)
Processes (or Usage Scenarios) and Training bring the tools into common usage (e.g. Setup a meeting, Place a call from your PC)
Trained people bring it all together and use the Tools and Processes to become more productive (e.g. Brown Bag lunch presentations, intranet videos, etc.)
A collection of tools, systems, processes and training materials intended to bring about higher levels of personal and group productivity in eircom
Note: While it is driven by the move to HSQ, its scope is not limited to just those staff – We will phase the change
New World of Work Program
EmployeesVisitors
Printing
Meet and Greet
Cashless Canteen
Remote Working
Integrated & Pervasive Collaboration Environment
Unified Presence & Communication environment
Instant Conferencing(Web , Video & Voice)
Connected Smartphone
Portable, Wireless Connected Device
Entry / Cashless Canteen / Printing/ Remote Access
Wireless Access PointWireless Network
IP Telephony
*
*
Completely New
↨ Enhanced
† Already Available
* *
*
*
↨
†
↨
↨
↨
†
Informal Meeting Spaces
↨
High Quality Meeting Rooms and AV Facilities
*
Enterprise Search↨
Painting the Vision
Building the Business Case
• We needed to invest money for extra infrastructure• eircom has very strict capital approval requirements• We had to base our Business Case on Productivity
Improvements• Productivity cases are notoriously difficult
So, we took the following approach…
Desktop Tools(Microsoft Enterprise Agreement)
Office Communication Server and SharePoint Infrastructure(Microsoft)
PC Refresh New Laptops/Desktops (Dell)
Building the Business Case – Outline the Infrastructure
LAN/WAN Infrastructure (Cisco)
File and Print (HP)IP Telephony
(Nortel)Active Directory (Microsoft)
Exchange Mail (Microsoft)
Future Intranet Platform (Replace with SharePoint)
Future LOB Apps on SharePoint (eIT/Partners)
AlreadyIn
Place
Funded &In
Progress
Funding Sought
FutureReqs.
Key Enabler for NWOW
NWOW Pre-Req NWOW Pre-Req NWOW Pre-Req
NWOW Pre-Req
NWOW Pre-Req
NWOW Pre-Req
Improves NWOW
Building the Business Case – Make the benefit of tools concrete – eircom Trial
“30-40% Increase in Effective Communication with other
Communicator Users”
“..allows you to consult with 3rd parties not directly involved…without leaving the conf call and without tying up too much
of their or your time in the process”
This feedback was from our 100 User trialThese results are magnified as we roll out
“Less email, Less fixed voicemail, Less sms, Less mobile voicemail, more quick answers to quick questions, makes homeworking seemless”
“..wishing more people were set up…so easy to see if
people are available or not”
“.. very pleased with…communicator… offers the chance to conduct business
efficiently any time any where”
“estimate...10 - 20% [time savings] 0.5 - 1 day per week.”
“.. higher success rate in contacting people who are indicated as available…estimate that my success rate was > 90% compared with a normal rate of 40%.”
“.. instant messaging has allowed me to get quick answers to urgent questions while people were on conference calls. Each successful response saved me..up to 24 hrs waiting on an e-mail response”
“Each [video] conference call has the potential to save me
up to 8 hours travel”
“..Presence functionality..is an invaluable tool..minimises the amount
of time wasted through incomplete calls and inefficient voicemail..”
“The ability to "tag" a contact, ..to be alerted whether he/she is
available is particularly useful. I estimate that this function alone
saves me 1 hour a week””
“OCS 2007 has improved a lot the communication in our
team…we used a lot IM and similar systems in my previous company, and now I'm really happy to be able to use it in
eircom!”
“..using Sharepoint to share documents between departments..we always have
access to the documents and also it helps manage the change control and security of
important documents/project plans”
“.. Per/day on working off the correct version of a document that is shared with a team: 10
mins”
Where to from here..?
Future Vision - SharePoint File Shares Read Only
Content stored on “ShareNet”
Intranet migrated
“MySites” and Blogs Common
Partner Sites for external collaboration
Critical Tasks for Success:
Governance Model and Adoption Strategy
Future Vision - Communicator
1HSQ: Communicator with IP Telephony Integration
Remote sites will also have Communicator
Many remote sites enabled with IP Integration
Routine Federation with other companies
Future Vision – Live Meeting
Live Meetings routinely held within the company and with partners
Staff avoiding travel and using video conference where possible
Tandberg VC Units are also OCS Endpoints
Strategy to drive this home
Form the vision and present to the Directors (as with NWOW)
Get nominees to drive SharePoint/OCS (Collaboration Champions) (15-20 CCs)
Give them the tools and deep train on SharePoint
Showcase the technology in their own area (fulfilling their business need)
Market the Showcases – Take to the Exec and Senior Management
Information Portal (http://sharenet/hsq)
Document Storage and Retrieval (http://sharenet/advisoryservices)
Enterprise Search (http://sharenet/search)
Forms (Capex, PDC, TBD)
Workflow (Capex, PDC, TBD)
Lists
Form a Special Interest Group where CCs present and share their ideas
