Richard Schumacher and Bob Serben Workforce & Community Development St. Louis Community College

Transcription

1 Richard Schumacher and Bob Serben Workforce & Community Development St. Louis Community College

2 Largest community college system in Missouri serving an area of about 700 square miles; created by area voters in 1962 Three campuses (4 th under construction) offering transfer, career and developmental programs, plus non-credit continuing education courses Four education centers Credit enrollment is about 32,500

3 Division of St. Louis Community College that serves the community beyond the traditional college setting Responds to the needs of St. Louis business, civic, and community-based organizations Experienced professionals working to improve the quality of the area s w orkforce and provide increased opportunities for the area s residents

4 Richard Schumacher Manager, Technology Initiatives Workforce & Community Development Bob Serben Director Center for Business, Industry & Labor

5 Departmental and College Intranet Development Considerations for Users Performance Improvement Goals Customer Relationship Management User Collaboration Workplaces Process & Technical Development Decisions SharePoint Technology

6 Strong financial management Understanding of College and Business World practices, requirements and processes Focus on appropriate use of current technology Good availability of resources More structured employee environment Less change-adverse than rest of College

7 Initial Departmental Intranet Development College Intranet System Revised Division Intranet MOSS 2007 / CRM 3.0 Division Intranet

8 Information was not being reviewed in a timely manner Information needed to support better decision making Access from the field (project sites) to information was limited Information not easily found

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10 Team approach (leadership, process owners, content owners, creative staff, tech folks) User focus groups Internal access only remote users access through network dial-in (or via terminal server) Static html site enhanced with a SharePoint Portal 2001 document center

11 Leadership Sponsor Project Leader Content and Process Experts Content and Process Owners Editorial (includes categorize, index and archive) Creative and Design Quality Assurance and Compliance Technical (web, application, product, database)

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19 The success of the CBIL Intranet led to the deployment of a College-wide Intranet which initially consisted of two parts: Static htm lintranet w ebsite reflecting the org chart geo-political structure of the College SharePoint 2001 Portal for document management Internal-only access due to confidentiality concerns on content

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23 No centralized authentication over 60 nontrusting domains, workgroups & NDS trees Login by the same domain used for Varied levels of participation interest Difficulty explaining the need to/how to login Not all College internal systems/data sources were represented Heavy reliance on paper and paper triggers

24 D eveloped as a one stop shop one place with links to all the major College data systems Branding to rem ove intranet confusion DNS resolution, Internal name resolution only New single-forest, single domain structure eliminated login confusion, misunderstanding

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26 Address issues with existing departmental Intranet as a transition on the path to document collaboration with MOSS2007 (SharePoint) Fully incorporate all of the departments in the WCD division not just CBIL Change to Internet-based access from dial-up Leverage lessons learned, user requests, and w hat is and isn t used in the old system

27 Accessible through Internet, DNS resolution All traffic SSL encrypted Static html site with links to dynamic content Department and Committee organization Visual Employee Directory Links to College data systems WCD News via html , pdfs on Intranet

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33 Easy to find and use Information Accurate, Interesting, Relevant, Timely, Unduplicated Self-service Organize and access their documents, anywhere Be told when there is something they need to know about or act on Personalization

34 Multiple departments with different operating styles and goals Lots of locations m ost staff in the field Need to share and securely backup documents Some staff use non-college computers and require clientless deployment Has to be obvious and easy to use

35 Communication and Collaboration H igher utilization of corporate know ledge Need to better organize and share contacts, contact history, client history and records Effective marketing campaign management Im proved cross-selling of W CD departm ent and College services

36 Business needs drive the implementation What are the business goals? What do you expect to achieve? How will you measure success? Plan before you deploy installation, implementation, content m anagem ent, related system s, training SharePoint is all about document collaboration rem em ber that som e people don t like to share Your IT departm ent likely doesn t understand taxonom ies and cultural change management don t expect them to understand how those impact SharePoint or CRM

37 Manage each and every customer experience better, and in a personalized manner based on their history with you Provides a central, organized, consolidated repository of all the information relating to your clients, leads, and prospects Provides a structure reinforcing business processes It s a business strategy

38 Should you be marketing to this account or contact; and what is the contact method? Specific customer / prospect history What are they interested in? What competitor are they using? When does that engagement end? What have they purchased? What is the contact cycle (how important are they)? Who is assigned to handle this customer?

39 Workforce development will become increasingly m ore visible Com prehensive servicing w illbe the value adding characteristic Stakeholders will demand better performance

40 A system personnel will actually use Accessible anywhere Easy to maintain accurate, complete, and timely customer and prospect data Effective reporting Tactical Strategic

41 At least 1/3 of personnel information in commercial business databases is inaccurate History is vital when client personnel change or multiple contacts occur at the same client Various arm s of w orkforce developm ent m ay call on the same clients Lots of different info sources involved s, letters, contracts, worksheets, faxes, invoices

42 In the externally funded environm ent: Forecasting is critical Activity management is essential Service / sales knowledge mix is indispensable Marketing campaigns need review and analysis

43 O utlook has becom e the de facto standard operational tool for time and activity management m ost staff live in O utlook People resist change Acceptance and comfort Shortened learning curve Continual improvement by Microsoft

44 Multiple systems / departments with customer information Multi-channel customer interactions (phone, , fax, web sites, mail, IM, in-person) Remote workers Inflexible systems Account / contact conversions (suspect, lead, campaign, opportunity, prospect, quote, sale, customer, case - service support, billing)

45 Over 80% of deployments are considered failures Education-specific systems usually are complex, expensive, lacking in desktop integration, and limited in functionality (already dated old tech) PIM / SFA contact m anagers typically can t be sufficiently customized (and are complex to customize) and have interoperability issues they focus on the viewpoint of a sales representative M ost system s can t do sales, m arketing and service management with one product

46 It s allabout w orkflow automating business processes Task assignment Confirmations and feedback Notifications and escalation (alerts) Measurement and reporting (analysis)

47 Targeted for heavy Outlook users Full functionality web version for remote access Extremely easy customization; adaptability to your operational processes Manages marketing, sales, and service activities Organizes all of the common document types Geared for activities by Business Unit or Team Directly integrates with Microsoft Workflow

48 Sales Opportunity Mgmt Sales Process Mgmt Quotes Order Mgmt Sales Force Mgmt Sales Literature Direct Product Catalog Competitor Tracking Customer Service Case Mgmt View All Info Routing & Queuing Auto-response Mgmt Service Scheduling Knowledge Base Service Contracts Marketing Campaigns Create Lists Qualify Lists Campaign Templates Campaign Execution Track Marketing Info Quick Campaign

49 Define the steps of your sales cycle Create an outline for each step What action will be taken? What will trigger the action? Who is responsible for the action? What occurs when the action is complete? What escalation occurs if the action is not completed?

50 Outreach (marketing) to parents, benefactors, alumni, community leaders, and others Student management and recruitment Distance Learner communications Faculty/instructor recruitment and retention Yes, SIS replacement potential

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53 Announcements or News Forms and Templates One-off documents or images Version controlled documents O fficial policies, procedures, or releases Personal stuff Who gets / needs what?

54 Access to existing formal information systems Heavily used informal tools or information Usually dealing with document management Usually ignored by formal IT departments How staff collaborate now Shared spreadsheets or Access databases Manual forms Too many attachments

55 Partners Customers Internet Presence Employees Enterprise Portal HR, Finance, etc. XML Web Services Team Collaboration Personal Business Applications (SAP, data warehouse, custom...) Consistent and connected enterprise End user and business unit empowerment Server consolidation with delegation for low TCO Business solutions agility and interoperability via web services

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57 Portal entry point with links to formal info systems, formal policies and procedures, forms, general lists, and department process SharePoint sites organized by business line or operating process Informal shared spreadsheets / Access databases become MOSS lists or Excel server worksheets Paper forms become InfoPath server forms Document management and version control Remove attachments from s, alerts and RSS Committee / meeting workplaces

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59 Must reinforce no document duplications Users must easily author directly to the system Means you need to start with an overall plan not throw up a couple of departm ent sites Figure out what needs to go in your main portal and follow that up with business process sites

60 Portal a container for many sites, connects them with navigation and search (consume info) Portal area container within the portal that organizes information together SPS 2001 had Categories instead which were many to many based on doc metadata, SPS 2003 Areas were less flexible based on Portal Listings, MOSS 2007 fixes this SharePoint Site web site organizing a team or document collection (author and collaborate) SPS 2003 architecture forces more site collections with less info in each collection

61 Announcements Contacts Document Library (+) Events Form Library (InfoPath) General Discussion Links Survey (+) Tasks Picture Library Problem Report Calendars (+) Document Collaboration (+) Meeting Agenda Attendees Decisions Issues (+) Meeting series Things to bring Objectives Workplace pages Blog Wiki New meeting types People & Groups Tasks Coordination

62 Basically, five applications: Portal Enterprise Search Content Management Business Process Business Intelligence And additional functionality on a number of Windows SharePoint Services

63 Business Data Catalog Excel Services Web Part Filters Document Converters Document Information Panels Records Repository and Document Management Information Management Policy Workflows Enterprise Search Web Content Management Master Pages Tree View Content Types RSS Alert Filtering and Customization Recycle Bin Re-parenting & Subsite Promotion Specific List Column Indexes Single Sign-On User Profiles Audiences MySite Provisioning Rights Trimmed User Interface* Breadcrumb Bar* Major/Minor Versions* Folder/Item Level Access Control*

64 Templates Document, Meeting, Team, Project Lite*, Portal*, Managed Document* Libraries Document, Picture, Form, Slides*, Divisional* Enterprise Search* Content Management* Document, Records, Web Content*, Records Repository* Business Intelligence* and Workflow*

65 Collaboration Content Mgt Portal Search BPM BI Discussions Calendars Presence Project Mgt Offline Authoring Approval Web Publishing Policy & Auditing Rights Mgt Retention Multi-Lingual Staging MySites Targeting People Finding Social Networking Privacy Profiles Site Directory Indexing Relevance Metadata Alerts Customizable UX Rich\Web Forms Biz Data Catalog Data in Lists LOB Actions Single Sign-On BizTalk Integ. Excel Services Report Center KPIs Dashboards SQL RS\AS Integ. Data Con. Library Core Services Management Security Storage Topology Site Model APIs Delegation Provisioning Monitoring Staging Rights\RolesRoles Pluggable Auth. Per Item Rights Trimming Repository Metadata Versioning Backup Config. Mgmt. Farm Services Feature Policy Extranet Rendering Templates Navigation Visual Blueprint Fields\Forms Forms OM and SOAP Events Deployment W eb Parts Personalization M aster Pages Provider Fram ew ork (N avigation, Security ) Database services Search services Operating System Services Workflow services

66 Part of Portal product functionality Personal user site SharePoint Readers can search for the user s site in the Portal Public view user profile plus shared content Private view stuff not shared, replacement for a hom e folder

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69 Browser-based forms Centralized forms management D esign O nce developm ent m odel Forms import from Excel and Word Browser compatibility checker

70 Excel spreadsheet web publishing Excel services BI Business data catalog and web parts Report Center Key Performance Indicators Filter Web Parts

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73 Microsoft Office 2003/2007 Microsoft Exchange 2003 Microsoft Office SharePoint Server 2007 Microsoft SQL Server 2005 Microsoft Office Forms Server 2007 Microsoft Dynamics CRM 3.0 Adobe Connect / Presenter (Macromedia Breeze)

74 This slide deck will be available Friday at us at: