1. JTC Consulting Group Knowledge Management System Jennifer Leigh Carlos Pena Terry Yong 1

2. Agenda JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine  Overview  Solution  Delivery & Deployment  Change Management  Solution Demonstration 2

3. Middlesex University JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine  Large private university (~15,000 students)  Headquartered in Waltham, MA.  Several academic units (schools)  School of Law  School of Engineering  School of Medical  School of Veterinary Medicine (SVM)  External Relations IT 3

4. Business Context JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine 4 Chaotic Onboarding Disorganized Documentation Standardized Onboarding Searchable Knowledge Base Knowledge Capture Current Problem Future Solution Knowledge Loss Knowledge Management System Resulting In....

5. Communifire JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine  Best of breed collaboration software Forums Wikis Articles Collaboration space Smart search Case management  On-premise or cloud-based implementation  Affordable 5

6. Communifire JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine 6  MS SQL server database  IIS web server  MS ASP.NET  Well documented REST APIs

7. Customized Homepage Help Desk Trends & Metrics Overview JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine 7 User authentication Key CurrentNew Communifire Project Management Business Intelligence Intranet Platform Single Sign On

8. Forums Case Management Portal Search MS SQL Server Intranet Platform Server Data Base System Architecture JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine 8 User authentication Project Management Data Base Server Key CurrentNew REST API Business Intelligence VPN connection ODBC Single Sign On List of URLs (HTTP GET) Redirect + Parameters Task Updates Task Creation Usage Data Data Requests (SQL) Security Token Communifire

9. Project Timeline JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine 9

10. Deliverables JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine ▪ Project Planning ▪ Communifire Configuration & Systems Integration Development Communifire Configuration SSO Integration Workfront Integration Oracle Business Intelligence Integration SharePoint Integration 10

11. Deployment JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine ▪ Communifire Implementation Communifire Space Set-up Communifire Security Set-Up Documentation & Resource Migration Training & User Acceptance Testing ▪ Post-Implementation 11 TEAMBASEDTEAMBASED

12. Communifire Access JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine 12 ▪ Users access provisioning ▪ Communifire roles

13. Deployment JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine ▪ Communifire Implementation Communifire Space Set-up Communifire Security Set-Up Documentation & Resource Migration Training & User Acceptance Testing ▪ Post-Implementation 13 TEAMBASEDTEAMBASED

14. Change Management JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine ▪ Team Leads Assist in team spaces design Facilitate team communications Point of contact for project team ▪ Communications All Staff Meetings Newsletters Team Meetings 14

15. Training Plan JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine ▪ Preliminary Team Leads ▪ Initial Team Members Power Users ▪ Post-Implementation Drop-In Sessions 15

16. Success Metrics JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine ▪ Onboarding Survey ▪ Reduction in onboarding average time ▪ Decrease in onboarding complexity rating ▪ Manager’s new employee preparedness score ▪ 20% increase in articles ▪ Users ▪ 70% of staff login ▪ User login 2+ times per month ▪ 50% Decrease in number of help requests 16

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19. 19 How can I get a replacement keycard? I lost my keycard, how can I get a replacement? HR, Keycard

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22. Questions JTC Consulting Group Knowledge Management System / External Relations Department, School of Veterinary Medicine ? 22

23. Forums Case Management Portal Search MS SQL Server Intranet Platform Server Data Base Data Flow 23 User authentication Project Management Data Base Server Key CurrentNew Business Intelligence Single Sign On Task Updates Task Creation Security Token Communifire List of URLs (HTTP GET) Redirect + Parameters Usage Data Data Requests (SQL)

24. Forums Case Management Portal Search MS SQL Server Intranet Platform Server Data Base System Architecture 24 User authentication Project Management Data Base Server Key CurrentNew REST API Business Intelligence VPN connection ODBC Single Sign On Communifire