ICS Web Systems1 ICS Web Systems Keith Cowan Visit

ICS Web Systems2 Impact/Quick Facts Leadership Areas The Plan – Portal The Plan - Intranet The Roles - Resource Management Agenda What shall we talk about?

ICS Web Systems3 ICS Web Portal Quick Facts. More than 30,000 pages of content – 20,000 HTML, 12,000 documents. Over 50,000 visitors monthly; more than a million “hits” per month. More than 25 different (registered) constituent groups - CLEC, IXC, WSP, ISP, PSP, others. Customers and Potential Customers Tutorials, Guides Applications: Ordering, CAFE, CPSS, CSOTS, etc. Marketing and Product Information Regulatory Content Notifications, Notices, Letters

ICS Web Systems4 Intranet Quick Facts. Five ICS Departments + HR More than 7,000 pages – 2,000 HTML and over 5,000 documents. Valuable Communications Tool Leadership communications – President’s Corner, Game Plan, LINK Report, etc. Communication of management responsibilities – policies, Sarbanes- Oxley, etc. Social and workplace communications. GPTW Recognitions Special Events (Junior Achievement, Woodruff Arts, etc.)

ICS Web Systems5 Leadership Areas Customer Leadership Provide consistent, timely and accurate information. Improve customer experience through usability and information architecture. Continuously improve functionality to maximize customer usage. Cost & Price Leadership Improve Cost-To-Serve ICS customers. Reduce customer reliance on Sales and Support Account Teams for routine issues. Ensure easy to find, valuable content for customers. Employee Leadership Intranet makes employee content easy to use. Provides platform for GPTW information. Important communication tool for management. Service Leadership Maximize Customer Usage of Wholesale Web Environment. Deliver Functionality that Achieves Self-Service Customer Care. Provide accurate, timely regulatory content to customers. Align web team efforts with ICS leadership areas.

ICS Web Systems6 The Plan - Portal First-class “steady state,” with growth thrown in for good measure. Maintain high-quality steady state Portal: Content is relevant and accurate. Regulatory requirements are met. Maintain existing content and interface. Measure and analyze overall performance. Growth Areas: Automation of manual tasks and content delivery. User Interface upgrades to improve usability. Implementation of Content Management Continuous process improvement. Increase Portal value in other areas of ICS.  Sales  Marketing  Operations

ICS Web Systems7 The Plan - Intranet Improved “steady state,” with preparation for migration to Corporate platform and interface. Steady State: Maintain current content areas within ICS. Departmental content. Support content and applications. President’s Corner – leadership data, scorecard information, etc. Migration Prep: User Interface continuous improvement to improve usability. Bring other ICS Intranet sites “up to speed” with respect to interface and content. Migrate “enterprise information” to the MyBLS layer, establish MyBLS as the default Intranet gateway.

ICS Web Systems8 The Roles - Resource Management Specialties, but with proper overlap. Chris Greene Backend – database design and creation; forms management Development – HTML; ASP; JavaScript Special Projects – automation; marketing tools Cassandra Jackson Content – daily management of regulatory content; Portal content management Metrics Special Projects – GPTW Team; Outlook Workflow Tool Phil Robst Design – web site look and feel; creative services Interface – information architecture; info mapping Special Projects – REAP; media production Jennifer Thomas Project Management Special Projects – Outlook Workflow Tools

ICS Web Systems9 Needed More photos!

ICS Web Systems10 Needed More photos!