1.The Group Health Intranet : A Quantum Leap Forward Integrated Health Care Requires Integrated Collaboration October 12, 2011 Becky Kaplan Farone

2. Agenda

Where we started - devising a new strategy

Getting approval and funding

Getting org buy in on homepage

Overcoming tech challenges

Change management challenges and wins

Where we are now

3. Where we started 4. InContext 5. The A3 6. Problem Identified via A3

Employees responsible for care delivery and health plan administration cannot find, or use well, the information they need to do their jobs.

The foundation for achieving our 2012 targets will be our ability to implement our strategies effectively, through operational excellence. 2010 Business Plan Summary 7. This Is Your Intranet

Started 1992-95 on a shoestring; over 15 years old

Team of 3 (manager + 2 Web Usability Consultants) for 9000+ staff

300+ Web Authors/Section Managers

176,642 pieces of content on InContext; 1.7 mill. in SharePoint (not linked)

Multiple info repositories (InContext, SharePoint team sites, shared drives, blogs, individual brains)

Security/privacy risks

Does the intranet enable our staff to support our strategy? 8. Cant Work Without It Staff User Survey 9. How our intranet isnt supporting our strategy (Staff Focus Group feedback)

It feels like the tools are not in touch with what the frontline needs to do their job. Suzanne, Network Case Manager

Content such as policies and procedures are too department-focusedif Im on the floor, I dont want to think about hierarchy- I just want to go straight to it. -KT, Nurse Supervisor Ive stopped using searchIve tried entering in Medicare Compliance and get results in the top 5 that include memos from 1998. -Fiona, Strategic Services I have a hard time finding the right contact in clinics. Not all temporary or part time staff are listed so I cant always find people when there are mistakes. If Im not able to help a patient it makes me and GH look bad. -Jesse, Patient Account Representative Integrated health system? Regulatory and quality scores? High Gallup engagement scores? (tools needed to do my job?) Quality ? 10. Solution :integrated INTRANET platform on SharePoint 2010 I can find it all in one place Content I need is organized by tasks I need to complete them I only need to learn [and support] one tool. Note: Our proposed solution does NOT include any re-design work on the existing SharePoint team sites. These have been and will continue to be- under the management of individual departments and site owners. 11. Getting approval and funding 12. Making the Case

Why now?

What solution? Are you sure?

Impact to staff?

What will it cost?

When?

13. Why Now?

OneWeb project deadline , server going away = December 2011

Rapidly growing employee content= increasing by at least 12,000 items/year flat rate)

SharePoint 2010 upgradelack of training/support/automation = even more confusion

Aggressive company goals,esp. staff engagement

14. Three Options Need Tech Strategy Decision A decision today required to meet OneWeb deadline

Staff Directory + Home page update only Not Recommended

OneWeb deadline met

No change to content structure

No change to search

No change to SharePoint support issues

Option 3

One Web SharePoint Foundation Only

Same as above but 36-60 months to move content (3-5 yrs)

Remain in 2 intranet state for duration + old content structure

Option 2

Full Intranet Replacement Recommended

OneWeb deadline met

SharePoint 2010 intranet; templates; CMS; security

New Staff Directory

Search integration

SharePoint staffing/support/governance

12-18 months to migrate content

Option 1 15. Why SharePoint? Experts Weigh In 55% of organizations have implemented or are considering implementing SharePoint ( Global Intranet Trends 2009 report - 227 participant organizations) 50% of 2009winning intranet sites SharePoint 70% of 2010winning intranet sites SharePoint Nielsen Norman Group http://www.useit.com/alertbox/intranet_design_2009.html 16. Important Dates Critical Paths

Strategy Decision = Today February 10, 2011 (ITSC)

Funding Decision = February 2011 (Ric Magnuson)

Confirm resources/contracts = March 2011 ( Intranet Team )

Content Clean Up = Feb Dec 2011 ( Web Authors )

Start Build (same as OneWeb )= April 2011 ( Vendor )

Finish Build = Dec 2011 ( Vendor )

Start Move In (site migration) = Jan 2012 ( Vendor )

Finish Move in (site migration) = June2013( with vendor help )

• • = June2016( without vendor help )

17. New Intranet Project = Managed Change

Process itself supports increased staff engagement.

Staged approach = time to get used to SharePoint intranet

No new work for Web Authors until 2012 (supported Content Clean Up in 2011)

Clear communication plans starting ahead of changes

Training for Content Authors + on demand help for all staff

Coordinated schedules (where possible) with other tech teams

18.

OneWeb deadlines threatened and/or stuck with 2 intranets if dont go further.

GHC staff continue to have issues getting their work done.Increased complexity from health reform .

Missed opportunity to use intranet/technology to meet staff engagement goals (esp. new employees)

Problems with SharePoint continue + get worse

No content management system = cant manage/track content/fully support collaboration

Attracting & retaining staff who expect more (admin and clinical)

What if we dont invest now?Risks A new intranet is Whats Next for the health of our patients and the communities that we serve. 19. The SharePoint Element 20. Current GHC SharePoint Experience 21. What other companies are doing with SharePoint 22. Contained Project

External SharePoint vendor for Design/Dev/Test

External SharePoint vendor for content migration

External training vendor for initial training of authors + recorded in situ training on intranet

Carefully timed site migration plans + 30 day redirects to maintain productivity

3. Sustainability plan:

• Formalized SharePoint support structure/plan

• FTE SharePoint dev to join intranet team

• Temporary maint. contract with vendor as needed

• Steering Committee/Working Group

• On going content author user group mtgs (have now, technology switched to SharePoint)

Existing intranet team owns all support, trouble-shooting, communication, migration planning,

MSS/PMI already committed to SP 2010 team site migration

23. Why SharePoint? Tech/Usage reasons

SharePoint 2007 + 2010 both include robust collaboration, workflow, content management, central design control, etcfeatures that meet our current + future needs.

Office 2010 + Windows 7 to be installed greater integration/collaboration.

SharePointalready installedat Group Health +42%of GHC staff already use it

Costsfor licensing/servers already built into existing operating/capital budgets.

Active Directory in place=links to employee info databases form viable basis for new Staff Directory; more data to present + easier to keep current

SharePointsearch can integrate with Vivisimosearch (already contracted) = avoid paying for FAST.

The most respected intranets use SharePoint .

24. SharePoint 2010 Migration

Pilot in process

Setting expectations for new consultation/support levels

Creating new support processes w/tech, Help Desk, vendor teams

Build it and they will come?

25. The new homepage 26. Group Health Homepage Goals

Reflect the company Group Health is now and in process of becoming: a patient/member focused organization using modern technology.

Provide an effective starting point for top tasks for all staff types at Group Health. These are appropriately represented.

Drive traffic to home page to get necessary organizational updates and support transparent communication.

Support People goals of increased Gallup scores for Group Health is a good place to work with a Homepage that helps attract and retain employees who expect up to date tools.

27. Homepage Content Requirements Process

2010 Global Staff Survey

2010 Intranet User Feedback Forum

2010 Focus Groups & individual staff interviews

2011 Top Tasks Surveys

2011 Homepage Working Group

2011 Open & closed card sorts (global& homepage navigation)

2011 Vendor (Allyis) experience

28. Voices Represented

At least 25% of all GH Staff!

Branding Communications & Public Relations

IT

Clinical Representatives:

• Quality & Informatics

• Clinical Improvement

• Nursing Operations

• GHP Operations

Human Resources/Total Health

Legal & Compliance

29. Intranet Creative Requirements Process

Typicallya creative brief tells a designer these things:

Problem to solve?

Audience?

Messages? Features? Benefits?

Voice? Image?

Desired behavioral change?

30. Intranet Creative Brief

Problem to solve? Employees responsible for care delivery and health plan administration cannot find, or use well, the information they need to do their jobs. [A3]

Audience? Group Health staff, contractors and verified partners (VM, etc) Messages? Features? Benefits? Well, its an intranet not a marketing piece. But there are still goals and benefits a visual design can communicate. [ Refer back to our extensive research and explicit homepage goals.] 31. Intranet Creative Brief, cont. Desired behavioral change? 1. Feel like the GH intranet supports, not hinders work getting done. 2. Believe GH cares about staff enough to provide up to date tools 3. Enthusiasm about being part of the GH community. Voice? Image? If the intranet was a persona, what would it be? we were asked. Collaborative, energetic, helpful, engaging. inspired, and dressed in business casual, we replied. [Also based on new GH brand goals from Lin + GH Brand Standards.] 32. Round One Multiple Options 33. Final Design!

Refinements

Color palette set

Background gradient

Color Logo added

Planned System Downtimes indicator

More treatment/icon in News

Image caption

34. 35. Overcoming tech challenges 36. Staff Directory + Photos A New Frontier

One of oldest apps at GH

Previous attempts to update, esp photos, failed

Required Staff Photo Rodeo

Ownership of staff data in question

Phone numbers + clinical operations connection

Vamoose project + photos in Outlook 2010 before new staff directory

The Opt Out conversation

37. Current Staff Directory 38. SharePoint 2010 Staff Directory 39. Search Almost Google

Top complaint

No control over meta tags

Too hard to use

Inadequate search refiners

Results fromm different data sources mixed in

No actual management, confi, tuning.

40. Data but no results 41. SharePoint Search 42. Change Management 43. Communication & Adoption

Work closely with internal communications, HR, legal

Executive Steering Committee

New intranet naming contest

44. Different Audiences

Huge range of tech interest and abilities

Big generational gaps

Varying usage of intranet + SharePoint

Varying degrees of acceptance/opinion of intranet + SharePoint

Shared workstations + individual systems

Varying degree of control over schedules + locations

45. Training

Budget for external training resources but still formulating plan

Microsoft on demand video training option

Planning for in person sessions + modular topics

46. Where we are now 47. Calm before the storm

Recent launch date change

Two sprints complete + demos of new site in action

IRP mailbox monitoring/early feedback

Hiring process for new team member

UAT planning & testing

Naming contest

Workflow/remplate design