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Future OfficeThe Consumerization of the Digital Working Environment

St. Petersburg, June 18th 2007joonas.makkonen@tietoenator.com

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The 3/2 rule of employee efficiencyWhen you triple the number of employees, you halve their productivity

Reasoning behind the statisticComplexity of internal processesLayers of bureaucracyTime spent on communicationsDissemination of new ideas and workingpractices

http://www.cybaea.net/Journal/employee_productivity.htmlSource: CYBAEA - Allan Engelhardt

Intranet as a tool for productivityInnovation velocity is dependent oncollaboration and creation networksInternal efficiency should base on serviceoriented thinkingStandard Intranet is totally lacking thesetools and only acts as a documentdirectory

It is time to view your Intranet as customer serviceand your Employees as its consumers

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Vertical services

Horizontal services

Personal view

InternalCommunications

Business Intelligenceand Reporting

Workgroups

Employeeself-services

Operative desktop•Work management•Customer data•Best practises•Work processes

•Projects teams andinterest groups

•Online collaboration•Document mngt

•Profled content•Web content•Video, audio etc.

•HR-services•IT-support•Legal

•Business scorecards•Forecasting & Planning•Reporting & Analysis

Future office - Enterprise Portal Fan Model

Splitting the Intranet to pieces is still a valid concept,However, the idea must be taken to next level

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Building employee services to your Intranet

Intranet is about Solving End User Situationsnot about Showing All Possible Information

TraditionalIntranet

Intranet as a service

Search functionalitysatisfy 5 % of end user cases

Advanced search >>

Content directory(structure and sitemap)satisfy 10 % of end user cases

Situation orientedcontent and service bundlessatisfy 85 % of end user cases

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Example of service oriented approach in IntranetCase Example –Human Resources (HR) at TietoEnator

BEFORE:Typical Intranet based on documents and folders

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Example of service oriented approach in IntranetCase Example –Human Resources (HR) at TietoEnator

AFTER:Intranet based on user situations and practices

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Improving Information Quality and Usability in IntranetIntroducing information synthesizers as a new role in information management

Information synthesizer is a key rolein improving Intranet Information Usability

1 Creator

10 Synthesizers

100 Consumers

Creates the initial information with the idea, thatinformation will be subjected to editing, and situationbased usability rating by consumers.

Uses the informationas it is needed in asituation and gives arating of usability.

Takes the existing information,develops it further by adding or editingthe original text, comments it or makesthe information more usable byapplying a better structure to it.

Today, there are no tools norprivileges for informationsynthesizers and the enthusiasm isused in emails and coffee tables.

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Measuring the success of IntranetAffecting the mindset of service and information providers

Intranet should be subjected to same measurementsused in consumer services (e.g. First-time-right)

Qualitative measurement from end users

Did this information help you?

Are you satisfied for the service you received?

Effective measurement for internal service provider

Was employee situation resolved on first contact?

Was the preferred service channel used for the contact?

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Multichannel service approach

Sales agentCustomer

Expert community

Participation insales situations

Real time support(IM)

Sales support unit

Sales support Onlinewith up to date and dynamic information structure

Phone support(VOIP)

Q&A

> Vapaana olevatasiantuntijat

Intranet is used as an integral part of amultichannel internal service environment

Voice + Video

Commercial Confidential

Subscribe to information source

RSS

RSTTransact with information source

80% of all transactions are

Really Simple Transactions

Taking it mobile…

Commercial Confidential

Examples§ Hour reporting, billing data§ Information requests (business

systems, personnel & customerdatabases)§ Decision making workflows§ Instant messaging and

presence information§ Helpdesk applications§ Flight reservations & info

Future OfficeCase Metsäliitto

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Background

Metsäliitto is the tenth biggest forest industry group in the world. Its five businessareas include wood supply, wood products industry, pulp production and producing ofpaper and paperboard as well as tissue paper. Its sales are 8.6 billion euro. With 30,000employees, the Metsäliitto Group parent company Metsäliitto Cooperative andsubsidiaries Metsä-Botnia, M-real and Metsä Tissue have own presence in 30countries.

Planninng project phasesPortal strategy and roadmap planningConcept design based on Future OfficeProof-of-concepts with two products

Implementation project phasesFunctional and technical definitionImplementationTrainingRoll-out support

Metsaliitto Group Portal Services

Services for Personnel Services for Customersand Sales / Customer Service people

News Channel

EmployeeSelf-Services

OperativeDesktop Organization &

Shared Services

CollaborationSearch EngineNavigation

- Legal services- Communications- Risk Management- Etc.

Collaboration

ServicePortfolio

Customership

Reporting &Analysis

CustomerSupport

Role Based Profiling

Content & Documentmanagement Workflows & Processes

Common Portal Platforms

Operative systemsOnlineCommunications Tools

- SSO- Authorization & Access Rights

- Offering- RFQs- ATPs

Search EngineNavigation

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Drivers

Making the right content and services easily available utilizing themost efficient channels

Subjecting the content and services to end user feedback and critique

Measuring and steering the production of the services based on thefeedback

Making the necessary services and content available regardless ofplace and time

What you measure is what you get!