Using the Wiki as a Knowledge Management Solution Susan Reisinger and Gregor McLeod US Navy Global Distance Support Center

2 The road ahead…  In this presentation we will: ● Describe the Navy’s Global Distance Support Center (Technical) ● Demonstrate how a Wiki is used at GDSC (Technical) as a Knowledge Management tool ● Look at the advantages and disadvantages of this approach ● Reveal lessons learned

3 The Global Distance Support Center Vision To operate a world-class, industry-certified Call Center that will provide responsive support to the Navy operating forces anywhere in the world today, tomorrow, and throughout the 21st century. Mission ● Provide a single point of contact/single point of entry for fleet wide technical and logistical support 24 hours a day, 7 days a week, 365 days per year as an integral element of the Distance Support process. ● Monitor and collect solutions to technical and logistical questions in a timely, efficient, and professional manner and assimilate this data into metrics for Navy acquisition and resource allocation decision makers. ● Provide a positive answer to the customer's request.

4 Concept Of Operations ● 24/7/365 Full Service Contact Center  Coordinating Hub ● Uses Enterprise CRM System (Remedy)  Both Classified and Unclassified ● Business Rules  Applies business rules for consistent process across Naval enterprise ● Uses SOS (Source of Support) Matrix  Connect sailors to world wide network of support providers Worldwide Access TOUCH (86824) DSN:

5 The AnchorDesk Available Single Point of Entry 24/7/365 coverage Always reach a person to talk to Responsive Calls answered <30 sec s responded to < 20 minutes SOS Assigned in ~ 12 minutes (avg) 96% First call resolution Competent Experienced, Trained Staff Retired Navy/GS/US Army Industry trained and certified CSRs Consistent DS Business Rules ISO 9001 Certified Help Desk Industry Certified

6 What’s the Challenge? Research Policy and Procedures - RMC Procedures - GDSL (a.k.a. FISC) - MFOM -NIAPS - Training Points of Contact Information - NAVSEALOGCEN Applications - Password Reset POC - ATFP Ashore –ATFP Emergency Operations Center Procedures - Navy Knowledge Online - Defense Messaging Systems Legacy Systems (DMS) – SCIP-IWF Procedures – FCFBR Processing Career Management System/Interactive Detailing (CMS/ID) – CG 47 Integrated Ships Control – Progeny Procedure s – Deserter Handling Procedures – SMLIS Procedures - SMLIS Applications Mind Map – SPAWAR Special Care Quick Tips – Allowance Change Requests – CVN Integrated Logistics Support Issues handling – ASOC Gateway Procedures - DSIC Tools – Ship Security Module Support – Suicide Prevention – RADIAC Equipment – Case Assignment to SOS MFOM –

7 Anchorpedia

8 Access and Organization  Private and access controlled  Indexed for quick search and find  Home page reminds users about why we are here

9 Site Activity, Edit (Change) History  Wiki Administrator is notified of all edits or changes and can approve, edit or remove  History of pages searched and who is making changes allows for control and site refinement

10 Index Topic: Reference Resources  Organization is clean and simple  Agents may send information by ing wiki pages, if desired

11 Attachments  Attachments are easy to add, track and access

12 Training is easy to access and track  Single point of access for training materials and directions  Access tracking  Easy updating

13 Breaking News is easy to Broadcast  Ease in relaying hot/new information  Hot info is highlighted and noticed

14 Portal-like chat threads  Real-time sharing of questions, answers and concerns  More efficient than and easily tracked

15 Advantages of using the wiki for KM  A commercial wiki is free and can be access controlled  Updating is easy and can be done real-time  A single place of constantly updated knowledge eliminates notebooks, paper, and other often inaccurate sources of information  A wiki can be customized by any call center to meet its unique needs  Lists, spreadsheets, powerpoints, and other documents can be saved and accessed through the Wiki  Usage can be tracked and refinements made based on experience  Configuration control in a simplified package

16 Disadvantages of using the wiki for KM  There may be some limitations for DoD or proprietary information  Care must be taken to insure comments, discussions, and edits are evaluated and the information is correct ● This requires consistent monitoring by the administrator  KM entries cannot be autopopulated in support request tickets as with commercial KM products  Relies on Internet access

17 Lessons Learned  Ask your agents what they need and want on the wiki ● Encourage them to actively use and add to it ● Give the wiki prominence as an authoritative source of information ● Track usage and feedback submitted  Have a single authority to review and manage content and review it frequently  Find a style of organization that works for your business model  Even “old salts” can use a wiki and like it!

18 Speaker Information Susan Reisinger Operations Manager Global Distance Support Center Norfolk, VA   Gregor McLeod Program Manager Global Distance Support Center Norfolk, VA  

19 Backup Slides

20 By whom and when changes are made