home-made remedies for a well-known headache: "bi user adoption"

Premier Partners: Supported by: Produced by:

Zimkhita BuwaSAP BI Consultant, City of

Cape Town (South Africa)

Home-made Remedies for a Well-known

Headache: BI User Adoption

Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 3

QUALITY

PRODUCT ENDORSEMENT

PRODUCT IMAGE

Measurement

Marketing

City of Cape Town at a Glance

• 10 years old as a Municipality – 300 years as a city!

• 10.58% of SA’s GDP

• Population of 3.71 million in 2010.

• Employs more than 25 000 staff.

• SAP users 15000.

• SAP BI users 3000.

City of Cape Town at a Glance

• 2012/2013 budget R30 billion(Over AUD 3 million)

– Capital Budget of R 5.9 billion/ AUD 683 million

– Operating Budget of R24.3 billion/AUD 2.7 billion

• Service delivery sectors are divided into 12 directorates > 59

departments.

City of Cape Town at a Glance

• Awarded an “Unqualified Audit” by Auditor

General.

• Named “World’s top travel destination”

• Impact Award for Innovation - Public Sector

(SAP Africa).

• Golden Key Awards for access to information,

2010.

Evolution of SAP BI at CCT

Business Warehouse

BW

R/3

Logistics RevenueHuman

Resources

Real Estate Finance

2002

-

2003

+

2006

2007

0CCA_C02 0PE_C01 0PCA_C01 ZWBS_C11

Balance Score Card /

Performance Management / KPI builder and Tracker

Business Planning: Budgeting / Simulation / ModellingSE

M

Evolution of SAP BI at CCT

Solution

ManagerSAP ERP6

PSRMBusiness

Warehouse

Internal

Portal

BOBJ

Citizen

Portal

(eExternal

Services)

TREX /

MAXDB

Content S

MAXDB

CRM

e-

Recruitment

Strategy

Mng City of Cape

Town External

Portal

ISIS (PI)

Integration

Hub

Mobile

Assets for

Utilities

BPC

MDM

SRM

Archiving

GRC

RPM (PPM)

BO Development

BOE XI3.1 SP3.1

BO Production

BOE XI3.1 SP3.1B

usi

ne

ssO

bje

cts

SSM Development SSM Production

SSM7.5 SP6

Str

ate

gy

Ma

na

ge

me

nt

SSM7.5 SP6

Current BI Landscape

BI Connector BI Connector

Universe/MDX

BICS/BAPI

Universe/MDX

BICS/BAPI

Source

SystemsSource

Systems

BW Development BW Production

NW7.30 SPS5.0 NW7.01 SPS5.0

Bu

sin

ess

Inte

llig

en

ce

What is User Adoption

• How many people (potential BI users) actually use BI and access

the reports it generates, on a regular basis, to help them make

decisions.

• Dependant on a set of on-going processes and procedures that

ensure that users are equipped to get the maximum value from

your organization’s BI infrastructure.

• More than just “training”!

• Maxim “If you build it, they will come”

Identifying the Headache

• Activated BI Technical Content /

BI Statistics

• Initially activated for BI

Admin Cockpit for monitoring

process chains.

• Used it for tracking usage

– Front-End and OLAP Statistics

LOW USER ADOPTION

Identifying the Headache

BI Users = 2754

Average % BI Usage = 22%

Identifying the Headache

• User Responses regarding BI:

– Struggle to find reports

– Not intuitive

– Don’t know the Balanced

Scorecard methodology

– “I don’t trust the data!”

– “Those BI Reports are too slow”

V3.5

V7.0

MeasurementMeasurementMeasurementMeasurement

5 Home-made Remedies

Product

Image

Marketing

&

Comms

Product

Endorsement

Product

Quality &

Delivery

Passion

Product Image

• Objective: To re-energise the look and feel of BI page on the

portal.

– Scheduled design workshops with relevant stakeholders to provide

input into proposed structure changes.

• Outcome: Slicker Page

– Regrouping and consolidation of Tabs for easier access.

– Migration of reports into one version (version 7).

– Renaming of some reports (easier to identify for end user).

Product Image

Product Image

Product Image

Marketing and Communication

“Every company has only two functions, to innovate and to market. Marketing connects the

company with potential customers to make them aware of the benefits of ownership or use.”

Peter Drucker

• Internal Marketing Drive (ERP Floor).

• External Drive: Executive Management Team

• Quarterly Newsletter.

– Awareness for potential new users and the current

BI community.

– Not shy about marketing BI successes!

• Communiqué on all changes

– New reports/dashboards

– Modifications to reports

Marketing and Communication

Marketing and Communication

0

20

40

60

80

100

120

140

160

M T W T F M T W T F M T W T F M T W T F M T W T F

January

February

March

BI Reporting Usage January to May 2011(Post New Look and Feel Go-Live)

Marketing and Communication

1st Quarterly Newsletter

Launch of New Look and Feel

HR Delegated Report

Marketing and Communication

0

200

400

600

800

1000

1200

1400

1600

1800

Jan Feb Mar Apr May

16931550

1453

1316

1541

654

1397

14991138

1243

2012

2011

Product Quality and Delivery

• “I don’t trust the data”

– Streamlining Batch Monitoring

Process.

– Admin Cockpit to view

process chain status.

– Send out Batch email to

functional analysts and key

business users(communication!!)

– Data Reconciliation

“Those reports are far too slow”.

• Various Performance Improvement

Mechanisms (caching, DB stats, indexes)

• Implemented BIA

• ResultsArea Report Name Original run time -

Aggregates(s)

BI-A run time (s) % Improvement

Cost Centre

reporting

R&M: Actual/Plan/Commitments: Per

Cost Element

355.15 12.35 97%

Cost Centre

reporting

Actual/Plan/Commitments: Per Cost

Element

389.5 5.55 99%

Profit centre

accounting

Act/Plan: Rev: Per Period: Subj Cat:

Current Year

324.1 8.4 97%

Product Quality and Service

• Visualisation

– Enables the ability to quickly identify performance issues within the organisation.

– Deliver more timely information no more costly manually intensive methods of

disseminating information.

– Extended our customer base (executive level)

Product Quality and Service

Product Quality and Service

Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 32

Product Quality and Service

Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 33

Dashboard Usage

13511208

748

493416

261372

0

200

400

600

800

1000

1200

1400

1600

HR SSM C3 Overall

City View

C3

Directorate

& Dept

Electrical

Support

Services

Specialised

Electronic

Radio

services

C3 Notif

Ward & Sub

Council

No

of

hit

s

Top BI Dashboard Hits - 2012

Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 35

Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 36

Product Endorsement

• CIO and ERP Floor Manager

– Endorses BI at all levels.

– Forward thinking and visionaries.

• Executive Buy-in – management level

• Important to have buy in at the operational level

– Functional Analysts who interact directly with the

business.

– Trainer - passionate about BI(presented value of BI in

PM at Mastering SAP PM).

• HR is one of our biggest clients

– HR Strategic Managers endorse BI in the Quarterly

Newsletter.

Passion

• BI Competency Centre - change management &

marketing are critical to the success of BI

Implementation.

• Improving User Adoption Not once off!

• Requires continuous involvement and

commitment from the BI Team.

Passion

“When work, commitment, and pleasure all become one

and you reach that deep well where passion lives, nothing

is impossible”….Anonymous

Success Stories from the Business

• Corporate Works Management Process in PM(Average

Days to Close - Notifications).

• Compilation of 78 statutory National Treasury reports.

• Automation of Financial Dashboard.

• Simplified Capital Expenditure Reporting.

• Saving in Time: Councillor Portfolio Report.

Future Initiatives

• Improvement of Performance in other areas.– Decision on more BIA blades/HANA?

• Improving functionality of product-offering:-– BI 4.0

– EPM 10 (BPC & SAP Strategy Management 10)

• Reporting Expo

• In-Contact Magazine (organisation-wide exposure).

• Customer Satisfaction Survey.

"Success is the sum of small efforts, repeated day in and day out."

Robert Collier

Key Points to Take Home

• Maxim “If you build it, they will come”

• Image is everything!

• Communicate with users.

• Key Business Users endorse BI.

• Be Passionate about BI User Adoption!

“Build it > Communicate it > Show its value > They will come”

How to contact me:

Name Zimkhita Buwa

Organisation City of Cape Town

Twitter @zimbuwa

SCN

http://scn.sap.com/people/zimkhita.b

uwa

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