1. ECM 104 - Case Study: Intermountain Healthcare's Employee Intranet and Physician Extranet Providing an engaging and highly adopted enterprise portal for an audience of over 33000 employees and thousands of clinicians is an ongoing challenge. It is a careful balancing act to maintain a consistent look and feel, to integrate content from outside the portal, and make the experience easy to use for a broad audience. Intermountain Healthcare, a Utah-based healthcare leader, over the course of 10 years continues to provide an award-winning employee Intranet and Physician extranet that has engaged users throughout their organization. Learn the challenges and lessons learned as it relates to content authoring, content sharing across environments, search, integrating social components, and branding. Attendees will leave the session with ideas on how to improve their own corporate web sites and considerations when planning an enterprise Intranet or Extranet.

2. About Me 2 Nathan Green Manager, Internal eBusiness Software Engineering Intermountain Healthcare nate.green@imail.org 801-442-3218 http://www.linkedin.com/in/nathangreen 2

3. What You’ll Learn 3 Understand how Intermountain Healthcare governs their SharePoint sites See examples of how you can customize SharePoint look and feel Customization inside of SharePoint Lessons learned 3

4. What is eBusiness? Accountability for Intermountain Healthcare’s online strategy We’re not communications or marketing Not a tactical dev shop

5. About Intermountain 5

6. What is eBusiness? Accountability for Intermountain Healthcare’s online strategy We’re not communications or marketing Not a tactical dev shop

7. eBusiness Channels Public Sites Intermountainhealthcare.org LiVe, Trustees, Service Lines 160 integrated clinic and hospital sites Transactions including Rx Refill, Bill Pay and Find a Doctor Physicians Intermountainphysician.org Employed and Affiliated docs Germ Watch, Surgery Schedules, more Online lab results and other reports Patient/Clinical My Health site Online Medical Record Integrated to our EMR Integrated to SelectHealth Secure messaging with docs Employees/Workforce Intermountain.net Team Space Document Center Search 180,000+ daily page views

8. eBusiness Governance How we manage SharePoint for 33,000 employees and thousands of other customers

9. User Experience

10. It’s hard to govern without a governor. “A slave with three masters is a free man.” Proverb of Roman law

11. At Intermountain, the eBusiness Group “owns” our websites. Owning our web properties with an eye towards the consumer’s comprehensive experience with us. Overall accountability to the organization for the value of those properties.

12. Governance Model eBusiness eBusiness Analysts eBusiness Developers eBusiness Directors Partners Communications Content Authors Site Owners

13. “Above the line” Standard header and global navigation Standard site navigation style Site Provisioning Standard library of page templates/layouts/content types Federated search Standard style sheets for web parts and content (i.e. links list, document libraries, etc.)

14. “Below the line” Site owners build, name and add pages to their navigation. Choose a page layout-one column or two. Place web parts from a standard library on their pages as needed Enter content into web parts with really easy authoring tools. -No HTML enabled! -No site admin access for content contributors

15. SharePoint Sites Overview Intermountain.net Teamspace Document Center Physician Portal

16. Intermountain.net Our official employee portalemployee portal Content and services for broad consumption Easy tools for content and site management Distributed ownership within standard framework Running on SharePoint 2010, moving to 2013 Example: Human Resources Advertise and promote services offered Who to contact for what General content that makes working with HR easy

17. Team Space Small team or work group collaboration Not for broadcast Document sharing, but not real document management Limited access and membership for sites Example: Human Resources Team Spaces for the “inner workings” of HR? Spaces for specific client engagements and projects?

18. “Below the line” Collaboration sites Any employee can create on demand Not content for broadcast to the organization Limited membership by design—can’t open to all employees Standard template across all Team Spaces Completely locked down template—content only Limited services within template to keep it simple Very scaled down version of out-of-the box Team Sites

19. What our detractors said about this idea to standardize and “lock down” the collaboration service… You’re taking away all the good stuff People want to build the sites the way they want them You’re going to ruin the product There won’t be enough value for anyone to use it.

20. What our employees said after we launched Team Space… “I just have to say…I LOVE Team Space. It’s made my work so much easier. Please don’t replace it with something new and improved.” Currently over 6,000 Team Spaces Very low support cost ratio No interference with “above the line” message Easy to use means adoption by our non-technical audience Know your audience

21. Document Center Full document management tool Publishing workflows with approvals Check in/check out services Version history Security down to the document level Taxonomy services and collection search Example: Human Resources Storing large collections of documents for department or enterprise access

22. Physician Portal Extranet Smaller audience Shares content with Intermountain.net Built on SharePoint 2010

23.  Improved Portal Interface  Notifications  Physician Profile  Online Credentialing  New Education System Intermountain – Make it easier to work with you. Help me to be successful, and to take better care of my patients. Physician Portal

24.  Submit request online  Live chat and status display  Improve response times  Reduce errors  Increase satisfaction  Improve patient care Intermountain – Make it easier to work with you. Help me to be successful, and to take better care of my patients. LifeFlight Requests Physician Portal

25. SharePoint High-Level Architecture

26. SharePoint Customizations Intermountain.net and Physician Portal

27. Custom Tools Form Builder Exam Builder EZ Content Social Tools Admin Tools

28. Sharing Content - Cross Branding Sites Problem: How do I share content between Intermountain.net and Physician Portal without recreating content multiple times?

29. Problem: How do we share content for Physician Portal when we have 2 separate server farms? Sharing Content – Internal/External

30. Problem: How do we make our existing content more searchable? Improving Content Searchability

31. Social Communities Notifications Profile Photos

32. SharePoint 2013 Search Newsroom Support Intermountain.net

33. Search Visual Best Bets Refinement Filters Tabbed interface Result Blocks Hover Panels

34. New Intermountain.net More Page Layouts Fewer Web Parts Client Side Technologies Mobile Managed Metadata Search-Driven Cloud-ready 34

35. List Driven Content

36. 10 Lessons Learned 7 years on SharePoint 2007/2010/2013

37. Lessons Learned If you have a lot of content, separate site collections

38. Lessons Learned Invest in UX willing to learn SharePoint

39. Lessons Learned Invest in SharePoint training

40. Lessons Learned When adding features and customizations, stay DRY

41. Lessons Learned Beware of customizations

42. Lessons Learned Utilize SharePoint’s strengths Lists Permissions Alerts Search

43. Lessons Learned Use search!

44. Lessons Learned Have good system admins…become BFFs

45. Lessons Learned It’s expensive…leverage your investment

46. Lessons Learned Can’t be an expert at everything