Transforming 3 Intranets into a mobile digital workplace

Kirsten Culbertson, The Children’s Hospital of Philadelphia, 2015

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• Founded in 1855, The Children's Hospital of Philadelphia (CHOP) is the nation's first hospital devoted exclusively to caring for children.

• Known for innovation, CHOP has fostered medical discoveries that have improved pediatric healthcare, saving countless children’s lives.

• CHOP leads U.S. News & World Report’s Best Children’s Hospital list Ranking No. 1 in 6 of 10 specialties and was named the No. 1 Pediatric Hospital in the U.S. by Parents magazine.

• Today, the Hospital has 430 beds and had more than 1 million outpatient and inpatient visits last year.

• The institution has a broad network with 77 locations, including primary care offices, specialty care facilities, and partnerships with continued expansion.

• CHOP has 14,000+ employees focused on the 3-prong mission of clinical care, education and research.

• CHOP is not-for-profit with fiscal year 2014 revenue of $2.4 billion.

About CHOP

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Kirsten Culbertson, Manager, Digital Workforce Strategy, The Children's Hospital of Philadelphia (CHOP)Kirsten leads the digital workplace conversation, identifying the business and technical priorities, while also driving delivery and adoption of online and mobile services/tools to support collaboration, communication, engagement, innovation and productivity in an effort to drive operational efficiency within the Hospital system.  

Responsible for leading the Intranet, Extranet, and Enterprise Search business strategies.

Speaker

Growth is happening now and is expected to continue

How can our Intranet best support our employees as we grow?

Challenge #1:3 separate systems

CHOP’s Current Employee Intranet11. No branding

2. Hub pages = first attempt at supporting various audiences

3. Corporate news & events

4. Links to applications5. Policies &

procedures

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Employee Intranet Traffic and Top Pages

CHOP’s Team SitesSharePoint 2007

CHOP’s Social Collaboration PilotSharePoint 2013

Challenge #2:Diverse employee responsibilities and working styles

Challenge #3:Multiple devices

Challenge #4:Resistance to Change

• Why are you making it more difficult to get our jobs done?

• We didn’t ask for this.• We don’t need Facebook at work. • Just give us Google.

Translation:• We don’t understand the need for this change.• We aren’t convinced of the value.• We aren’t being heard.

Where do we begin? The @CHOP Vision Statement

Folding all of the most useful information into one, personalized experience that goes where the employee goes

The @CHOP network, using SharePoint 2013 technology, will support CHOP’s mission and strategic goals by increasing productivity, collaboration and engagement through a one-stop employee portal solution. A revised user interface and responsive design will offer access to all Intranet content, social and collaboration tools, regardless of device, providing customized content to employees when and how they need it.

Next step? User research.Ten weeks of research by Think Brownstone identified the following pain points:

• Too many unnecessary silos of information• Poor search capability – both for users and for

administrators• Multiple website user interfaces• Multiple systems and search tools for IS and Digital

Workforce teams to support• Limited mobile capability• Poor document management capability

User Research, cont.Think Brownstone also identified the following personas:

• Physicians• Nurses• Knowledge Worker• Manual Coordinators• Support Staff• CHOPtimizers

Wireframes

New Home Page = Dashboard

11. Global nav2. Personalization

Bookmarks Documents

3. Newsfeed – both corporate and personal

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Community Home Page

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1. Consistent community content types

2. Socialized home page surfaces latest activity

3. Intranet pages4. Quick links

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@CHOP Style Guide

@CHOP: Our Future Digital Workplace

FY13

FY14

FY15

FY16• Enterprise Search launches• Conducted internal visioning sessions to

determine• Brand and launch @CHOP as social

collaboration pilot• Offer employees access to Intranet from

home• Ongoing training and communication to

support adoption

• Hired Think Brownstone to conduct research• Focus groups, shadowing sessions• Workflows documented• @CHOP design comps, wireframes and style guide developed• Ongoing communication and support for adoption of @CHOP

• Intranet migrates to @CHOP• @CHOP Re-launch• Ongoing training and support• SharePoint 2007 content migration completed

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Timeline

• @CHOP design implemented using Agile methodology

• Training needs identified and training developed• Roadshow campaign to raise awareness• SharePoint 2007 sites begin migration to @CHOP• @CHOP sandbox is opened (soft launch)

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CHOP Intranet Evolution

What’s Next?

• Increasing adoption through support and training• Helping departments improve productivity with tools for:

• Document management• Project management• Communication• Collaboration

• Focus on content ownership and governance• Support for external collaborators

#1 Surprise: Social collaboration is not what is driving adoption. What is? Document management.

Photo credit: Nathan Benn, Pittsburgh, 1990

Getting Work Done, 1990

Photo credit: Kirsten Culbertson, Philadelphia, 2015

Getting Work Done, 2015

How Do We Define Success?

• Long term -- Strategy that includes KPIs is critical• Short term – Use cases

• Classifieds Community• World Meeting of Families Community• Comments from users: “We’re on @CHOP

because we’re innovative like that!”

Use Case – World Meeting of Families

1. FAQs2. Discussion Board

for employee questions

3. One source of truth

4. Photos of the long weekend

18,000 unique page views over a 2-week period.

• Anyone can answer a question• Best answer can be identified• Q&A can be stored for others with the

same question

Use Case – Question and Answer Forum

• Free office supplies• Furniture• Houses• And more!

Use Case – CHOP Classifieds

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The Chief Information Officer has a blog published monthly called the CIO Corner.

Use Case – Senior Leadership BLOG

Lessons Learned1. Establish a strong partnership with IS Department2. Gain leadership support

• Executives as champions• Managers and Directors as key

adopters/decision makers3. Leverage early adopters (you will know you’re

successful when you fade into the background and the digital workplace takes on a life of its own)

4. Nurture relationships with Community Managers5. Encourage innovation – let others lead6. Be flexible. The organization is constantly changing.

So, too, must your vision of your role, your team’s role and the role of the digital workplace.

Final Thought: Listen, and Keep Listening

The digital workplace is not about technology, or platforms or eSearch.

It’s about our employees and how they get their work done.

Until we understand the work that our employees do each day, the workflows they use to get the work done, the info they need, and the devices they use to get that info, we will not be successful in offering a fully realized digital workplace.

Questions?