Roadmap to successful ECM implementation Kateřina Divišová British Chamber of Commerce

2 Agenda Defining ECM strategy Preparing a business case Choosing a vendor Managing an ECM project Discussion

3 What ECM will do for the business …... Stakeholder Regulator Customer Employee Organisation Information Responsibilities Information Categories S E C U R I T Y Target Groups

4 Developing ECM strategy Operational processes 1) Categorise information sources 2) Identify value of information categories 3) Understand target groups’ information needs 4) Identify organisation information responsibilities Information strategy Business information 1) Determine information storage plan 2) Identify Lifecycle models and workflows 3) Identify security requirements 4) Identify appropriate search and retrieval methods 5) Address organisational impact Information management rules Business strategy 3) Set priorities for ECM initiatives 1) Identify required needs enterprise wide 5) Set up business case ECM strategy 2) Define overall ECM concept 6) Set up a formal programme management 4) Identify required technologies

5 Preparing a business case Revenue sideOPEXCAPEX Business case Calculate Net Present Value Sensitivity analysis Calculate Payback period Go/No go Revenue side Tangible benefits – savings against –Lost man-time caused by information retrieval –Automated workflows –Legal & auditing costs –Fines –Printing costs –Project delays Intangible benefits –Improved intelligence –Authenticity of evidential material –Consistency –Confidence –Completeness of process information

6 Project outcome examples UK loan company –Loan process shortened from 30 days to 2 days South African bank – Turnaround on financial decisions reduced from 7 days to 10 minutes, 140% increase in productivity,reduced staff by 50% in central processing location American provider of products based on controlled nutritional science – Sales increase from 125 per day to 850 a day American County Clerk of Courts –Managed 30% increase in cases with a 15% decrease in staff, savings more than 1 million USD per year

7 Roadmap for choosing a vendor Phase 3 Scoring vendors’ performance Score vendor’s performance on each criterion Calculate overall score for each vendor Make final recommendation Phase 1 Preparation phase Set up goals, timelines Assess internal requirements Prepare Impact analysis Define key evaluation criteria ECM strategy & positive business case Phase 2 Vendors’ proposals Proposals & presentations RFI/RPF Vendor selected

8 Key evaluation criteria Evaluation criteria are always project specific Solution related criteria –Functional requirements – examples Content workflow Search & categorisation Administration –Technical infrastructure & integration – Project time-schedule –Costs of implementation –Solution flexibility and scalability Vendor related criteria –References –Vendor’s viability and vision –Quality of service and product support

9 Scoring vendor’s performance It is easy to recommend THE vendor based on scoring ….

10 LogicaCMG ECM project management Phased Approach: –Scoping – Define and agree on the project scope and goals. –Analysis & Design – Define all functional requirements, propose data model & technical architecture. –Development – Develop and test functionality, migrate existing content. –Roll out – Transition the solution to end users and IT. Scoping (10%) Analysis and Design (20%-30%) Development (50%-60%) Roll out (10%)

11 Activities Define project goals and business drivers Agree on project scope. Identify what is in scope, out of scope, and the pre-established constraints within which the project should be delivered, including time, budget and/or technology constraints. Understand the high-level usage of the system so that its functionality can be established and any design trade-offs can be identified Prepare a detailed project implementation plan Identify risks and a risk mitigation plan Define Change Management and Communication Plan Scoping (10%) Analysis and Design (20%-30%) Development (50%-60%) Roll out (10%) Phase 1 - Scoping

12 Phase 2 - Analysis and Design Activities Consumption Model –Analyse Site Map & Navigation Model(drives navigation and metadata) –Analyse Visual Design and Page Layout –Define Metadata model –Define Security Model Contribution Model –Define authoring process –Define workflow process –Define Visual Design –Define Metadata model –Define Security Model Content Migration Design –Analyse existing content –Define migration process and plan Technical Design –Define technical architecture, infrastructure and design Scoping (10%) Analysis and Design (20%-30%) Development (50%-60%) Roll out (10%)

13 Phase 3 - Development Activities Consumption Template Development Contribution Template Development Metadata and taxonomy creation Security configuration and development Workflow configuration and development Software installed and configured in QA and production environments Develop and unit test Migrate existing content Regression test Performance optimisation Complete testing to ensure adherence and conformance to evaluation criteria Content conversion and migration Transition into production Scoping (10%) Analysis and Design (20%-30%) Development (50%-60%) Roll out (10%)

14 Phase 4 – Roll out Activities Complete all agreed-upon bug fixes and finalise product deliverables Ensure the system maintenance is prepared Train the trainer and end user training Scoping (10%) Analysis and Design (20%-30%) Development (50%-60%) Roll out (10%)

Discussion Kateřina Divišová

Back up slides

17 Defining ECM Strategy Technical infrastructure Production planning Sales & Delivery Intranet Web Docs mng Financial accounting CRM ECM ERP Hardware & operating platform System infrastructure Business applications Assess needs across entire organisation, identify overlaps, conflicting requirements Define overall ECM concept independent of the platform Treat ECM as a part of the system infrastructure rather than an application solution component Identify potential technologies 3) Determine Business Case 1) Identify required functionalities & modules 4) Set up a formal programme management 5) Define Technical Architecture 2) Define overall ECM concept

18 Setting ECM priorities ECM priorities are very company specific Priorities should be set according to the value-add to the business Starting with a departmental level brings quick wins Have the overall enterprise-wide picture in mind Put all ECM initiatives under effective program management Have a business case set up for each ECM initiative Continuously measure individual ECM’s initiatives outcomes Company A ECM solution Web publishing Content lifecycle mng Workflow VersioningIntegrated search On-line collaboration Access control Company B ECM solution Content lifecycle mng Workflow Versioning

19 Calculating business case ROI Cost savings plus new revenue generated divided by total investment Net Present Value Criteria NPV > 0 Sensitivity analysis  Most important inputs  Scenarios  NPV = R (1 + k) t=1 n NPV = t (1 + t t=1 n  n n I (1 + k) t (1 + t