New Approaches to Enterprise Application Roll-Outs for Workforce Adoption and Compliance Effraim Herskovic Vice President, Panviva E-Financial World, October 2006

The Problem Millions spent on new systems / processes Project failure rates / ROI unacceptable Training and change management programs not delivering Systems and processes still not being adopted

Getting There

Getting There with Help Maps –Search and Memorize –Up-to-Date? –Complete/Relevant Info? Passenger Seat Navigator

Todays End-User Support For Apps Lots of upfront training –Classroom training –Online training –Simulations Training manuals Technical help desks Subject matter expert help lines Documentation on the intranet

The Alternative…like a GPS

Performance Support Systems Highly structured end-user documentation Context sensitive with applications Relevant to end-users role Personalized with their own notes Ability to send questions or feedback to the documents owner

Case Study Australian financial services institution Businesses in Australia, NZ and UK Retail, business and corporate banking Wealth management and transactional services

Case Study Lending Services 1,200 agents Siebel, Lotus Notes, proprietary applications Servicing banks CSRs Complex regulatory environment Many / complex products

Case Study Lengthy hold times Call handling times – staff costs Accuracy / consistency of answers to customers Stress on agents – turnover rates High training and support costs

Case Study Documented processes Added regulatory information Linked information to all of their business applications

Results Customers get answers faster Agents under less stress Agents are giving out information quickly, consistently and accurately Reduced upfront training for new agents

Applicable To Moderate to large number of employees Complex products / regulations Need to launch new products / services faster Multiple business systems Accuracy / compliance with processes is critical

Dont Make the Wrong Turn

Thank You New Approaches to Enterprise Application Roll-Outs for Workforce Adoption and Compliance Effraim Herskovic Panviva Inc. Visit