1. E-Mail Deployment David Rintoul Senior Records Management Specialist

2. 2 Who Are We? We are one of the world’s leading producers of prescription medicines, vaccines and consumer health products Improve the quality of human life by enabling people to: Do more Feel Better Live Longer Over 100,000 GSK people 116 countries About 2,000 GSK people in Canada

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4. 4 Project Background If each GSK employee creates or receives just 35 email records a day, nearly a billion records are then created each year Nearly 80 per cent of these records are likely to be copies of information maintained elsewhere in GSK. The cost of managing all this information is significant. Additionally, the more information that is kept, the more time is spent searching for what is required. A GSK Global initiative that applies to all employees

5. 5 Project Background Activation of these email management tools aligned to our Canadian Action Plan commitments to “Drive Operational Excellence” and “Embrace Corporate Governance” helps us become more organized and efficient in the way we work with records and information ensures our records management practices are compliant with applicable Canadian legislation and global policy Good records management enables us to control information so that we have what we need when we need it Good records management ensures we are only committing resources to maintaining records that support GSK business activities

6. 6 Project Background Drive operational excellence by reducing users’ time and effort in searching for and archiving data Ensure compliance with GSK’s Records Retention Policy and Records Retention Schedule Make it easier to maintain GSK’s electronic infrastructure Contain operational costs associated with email storage.

7. 7 Project Background “The Mailbox Janitor and the Records Retention Schedule programmes help us manage the rapidly growing volume of information being stored on our servers. They help improve efficiency and ensure the stability and reliability of the IT infrastructure. I strongly encourage everyone to comply with the Mailbox Janitor and Quota programmes. I believe these programmes will be less burdensome over time as they become part of how we do business.” -- JP Garnier, July 2005

8. 8 E-Mail Growth It is estimated that in 2005 48 billion corporate emails will be sent each day. This rises to 60 billion a day in 2006. An additional two trillion corporate emails are sent each year, or a 25% increase. General Counsel Roundtable, 2003 One company recently spent $200,000 to respond to a government subpoena to retrieve 100 e-mail accounts from backup tapes. Those costs did not include Legal’s time to review the records, only the costs to get the data in a position to be reviewed. James Michalowicz, Manager of Legal Services, DuPont

9. 9 Classification of E-Mail Most employees had no file plan for e-mail E-mail messages were kept all together in each employee’s In-Box Duplication and lengthy e-mail threads Difficulty retrieving messages Difficulty identifying e-mail messages subject to litigation Employees inherited large volumes of unclassified e-mail messages from predecessors

10. 10 Retention of E-Mail Most employees did not delete e-mail messages…ever Stable organization with many long term employees Large attachments (often multiple duplicates) stored along with messages Continual addition of storage devices to Lotus Domino Server Systems

11. 11 Mailbox Janitor and Quota Applications created within the Lotus Notes template Encourage users to manage email records effectively Classify records within a folder structure Manage the retention of email records

12. 12 What Janitor Does Each week it reviews all the messages in each employee’s inbox, sent folder and drafts folder Moves any messages that are more than 60 days old to the employee’s !System Cleanup! folder for 7 days Permanently deletes any messages that have been in the !System Cleanup! folder for more than 7 days Items in user created folders are not affected by Janitor

13. 13 What Quota Does A tool that monitors the size of each employee’s Lotus Notes Mailbox to ensure they comply with the size limit. The system generates a series of pop-up messages to tell you when you have exceeded the limit. International set a non-negotiable 300 MB quota for all employees Quota applies to all records contained in that Lotus Notes Mailbox including Personal Folders, Calendar entries and To Do items Calculates each employee’s mailbox size nightly and compares it to the fixed quota size

14. 14 What Quota Does For the first 60 days that an employee is over their 300 MB quota, they receive a pop-up message every time they create an email message reminding them they are over their quota and to reduce their mailbox size If an employee remains over the 300 MB quota for more than 60 days, they cannot send an email message until they are below their quota The Lotus Notes mail template shows the employee’s Mailbox Quota and Mail File Size in the top left corner of the Inbox

15. 15 What Employees Had To Do Complete a Mandatory eLearning Module Review the Records Retention Policy Create a set of user defined folders by subject within Lotus Notes

16. 16 What Employees Had To Do Move email messages into these folders as they create or receive them Reduce their overall mailbox size below their 300 MB quota, and keep it there Check their !System Cleanup! folder every week to ensure that the Mailbox Janitor does not delete anything that needs to be retained

17. 17 What Employees Had To Do Move anything that needs to be retained from their !System Cleanup! folder to a personal folder within 7 days Organize electronic records outside Lotus Notes

18. 18 What Janitor/Quota Are Not Comprehensive Records Management Applications Automated Classification Systems Records Retention Schedule Automation Tools Integrated with other electronic records repositories Integrated with tools used to manage physical records

19. 19 What Janitor/Quota Are Effective tools to encourage employees to manage their e-mail records Fully implemented enterprise wide Widely accepted by employees Used and fully endorsed by senior management

20. 20 Results Reduction in Storage Space Domino server total storage reduced by 68% (from 1.7 Terabytes to 550 Gigabytes)

21. 21 Results Reduction in Costs Value of storage space freed up by e-mail reduction: $290,000

22. 22 Results Level of Compliance 99.7% compliance rate on eLearning module completion One year after deployment, all employees in Canada are working within their assigned mailbox quota Average mailbox size is 275 MB

23. 23 Results Employee Acceptance 1,931 employees now activated in Janitor across GSK Canada after completing mandatory eLearning 26 exemptions granted for Preservation Notices issued by Legal Operations (out of 1,931 users)

24. 24 Lessons and Success Factors Management Support Senior Management support from Global CEO level on down No exceptions for executive employees Mandatory Training Deletion Quota Size Consequences Presentations to management teams Executive Team participation on project steering committee Willingness to address non-compliance

25. 25 Lessons and Success Factors Teamwork Cross-Functional Collaboration Records Management Information Technology Training Employee Communication Linguistics Legal Departmental Records Champions Winner of the IT Employees Choice Award for Corporate Governance Nominated for GSK Spirit Award for Teamwork and Collaboration

26. 26 Lessons and Success Factors Project Management Partnership between RM and IT Steering Committee Project Dashboard Detailed Project Plan Communications Training Deployment Exception Processes Pilot Phased Roll-Out Enterprise Wide

27. 27 Lessons and Success Factors Communications Global Communication Corporate Messaging Targeted Employee Messaging Presentations to Management Teams Make it impossible for an employee not to know what to expect

28. 28 Lessons and Success Factors Training Mandatory E-Learning Module Pre-Enroll Employees Skill Check Do Not Deploy Without Training Escalate Training Non-Compliance Voluntary In-Class Sessions to Supplement E-Learning Coordination of IT Help Desk and RM Help Line

29. 29 Lessons and Success Factors Consequences Non-Compliance with Training by Deadline Reminder Notice Manager Notification Executive Team Notification E-mail account locked down until training completed Failure to Classify an e-mail record within 60 days Record is automatically deleted Exceeding the 300 MB Quota for 60 days in a row Employee is unable to send an email until his account is below quota

30. 30 Conclusion E-mail volumes are exploding in the business world E-mail messages must be managed like all other records Traditional Foundation Classification Retention Critical Success Factors Management Support Teamwork Project Management Communication Training Consequences

31. 31 Questions and Comments