Enterprise Collaboration

Strategy & Implementation

Presented By

Karthik Chakkarapani

IT Director

Technology Solutions & Operations

www.aha.org

CIO: IT Leadership StrategiesJuly 14th, 2011 - Chicago

Agenda

About AHA

The Challenge

Strategy &Approach

Adoption Strategies

Requirements & Selection Process

Demo

Architecture

Features & Business Value

Results – Business Use Cases

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About AHA

American Hospital Association (AHA) is the National Organization that represents and

serves all types of hospitals, health care networks, and their patients and communities

Represents 5,000 hospitals, health care systems, networks & providers of care

Represents 12 personal membership groups that comprises 40K+ members.

Ensures members' perspectives and needs are heard & addressed in national health policy

development, legislative and regulatory debates, and judicial matters.

Is the voice of members in Washington, earning respect and attention from political, opinion

leaders and the media.

Focus on federal relations, policy, and communications has resulted in a strong record of

changing the thinking of Congress and the executive branch.

Brings value in the form of service and leadership to the hospital field to promote a higher

performing health care delivery system.

Provides hospital leadership, professional development, performance improvement &

excellence.

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AHA’s Vision, Mission, Values

Vision

A society of healthy communities, where all individuals reach their

highest potential for health

Mission

To advance the health of individuals and communities; the AHA leads, represents and

serves hospitals, health systems and other related organizations that are accountable to the

community and committed to health improvement

Values

People…Integrity…Leadership…Diversity…Collaboration…Excellence…Innovation

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Who We Are? What We Do?

Trustees/Boards (CHG)

Developing excellence &

accountability in governance

Diversity in Leadership (IFD)

Expanding health care leadership

opportunities for ethnically,

culturally, and racially diverse

individuals

Nursing Leadership (AONE)

Shaping health care delivery

through innovative nursing

leadership

Hospital Professionals (PMGs)

Advancing professional

development and capacity

Information & Media (Health

Forum)

Helping leaders to advance

hospital strategy and performance

Hospital Operations (AHA Solutions)

Advancing the adoption of excellent

practices/solutions

R&D (HRET/HPOE)

Transforming health care through

research, education and

dissemination

Community Health (ACHI)

Strengthening community health &

delivery of community benefit

Physician Leadership Initiative (PLI)

Advancing excellence in patient care

Core Organizational

Functions & Services

Optimizing operational

effectiveness & efficiency

Information Technology

Finance, HR, Admin

Legal, Meetings, Travel

Advocacy & Member Relations

Policy leadership, federal relations,

communications & resource Center

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Business Needs & Challenges

Improve & Increase Communication & Collaboration across the Organization

Provide New ways for a diverse group of AHA Business units & Employees with different Skills &

Expertise to Interact, Communicate, Collaborate & Share information and ideas efficiently

Foster Innovation & Creativity across the organization to attain Performance Excellence & Process

Improvements

Break-down Silos across business units and Tap collective intelligence to solve challenges

Facilitate Learning and Capture Knowledge on best practices, standards and methodologies

Discover People, Skills, Expertise and relevant Information quickly & easily

Manage & Collaborate on Projects & Initiatives effectively & efficiently

Provide a Central hub for Information Management, Aggregation & Delivery - Social tools,

Seamless integration to SaaS Apps with Single Sign-On, Shared Services, News & Updates, Events,

Calendar, Enhanced Security & IT Self-Service functions

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Solution Approach

Enterprise Collaboration PlatformSocialtext, Box.Net, Delve Networks, Symplified

Effective Communication + Collaboration +

Interaction + Sharing Knowledge & Ideas

Process Improvement, Process Excellence, Break Down

Silos, Creativity & Innovation across the Organization

Leads to

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Industry Award & Recognition

AHA was named the “2011 Laureate for The

Computerworld Honors Program” under the

“Collaboration” category

2011 Honors Programs Laureates

The Computerworld Honors Program is recognized by the news media

as an award promoting positive social, economic and educational

change through the use of IT

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Social Enterprise Success Factors

To become a true Social Enterprise,

Understand Social Media and make use of Social Networks such as Facebook & Twitter.

Create Enterprise Collaboration platforms for employees to collaborate & communicate.

Create Social Networks for Customers/Partners to understand their requirements better.

Develop and integrate Social Networks & Enterprise Collaboration platform with Enterprise

Applications.

Monitor activities, conversations to drive Business Strategy, Decisions & Development.

Other Names

Enterprise 2.0, Enterprise Collaboration,

Enterprise Social Collaboration, Social Intranet,

Social Business, Social Networking for Business

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Social Media Overview & Market

Mission Control

Future = Mobile + Social

Strategy & Approach – 15 Key Steps

1. Assessment – Understand the Current

Environment/Readiness

2. Develop a compelling Strategy

3. Develop a strong Business Case

4. Develop a Road map/Implementation Plan

5. Form a Steering Committee (Advisory

council or Governance Committee)

6. Define Requirements & Design

7. Evaluate Vendors & Select the right

Platform/Solution

8. Develop an Adoption Strategy & Plan

9. Develop Communication, Marketing,

Change management & Training plans

10. Implement Solution & Adoption Strategies

11. Do Communication & Marketing

12. Conduct Training & Road shows

13. Listen, Monitor and Analyze Usage

14. Do Continuous Improvements and Changes

15. Partner & Collaborate with the Vendor

Click here to see more details on the above strategies

Requirements & Selection Process

Vendor Requirements

SaaS based application

Public & Hybrid Cloud based model

Open Architecture – ability to connect and integrate

seamlessly with other websites, applications, network

security and 3rd party widgets (iGoogle)

Market leader & pioneer with good product strategy,

roadmap & innovation

Ease of implementation & use, robust UI, less training

and support

Ease of product support and maintenance

High performance and ability to scale

Solution Requirements

Has *SLATES capabilities

Creates a sharing culture

Fosters creativity & innovation

Absolute confidence in the adoption rate

Fits the way people work

Aggregates information from many sources

Low Total Cost of Ownership

One Single Sign-On

Less IT support & maintenance

Click here to see SaaS Vendor Selection Framework & Checklist* SLATES - Search, Links, Authoring, Tags, Extensions & Signals

Common Risks & Challenges

Employees will adopt and use the platform more if they can “do” & “get” the work done

more efficiently and effectively.

Employees will not find the Enterprise Collaboration Platform useful – “IF”

• It is just one more place to find information

• Not required to get any work done

• Requires one more login/password

• Not all the employees are on the platform

• Cannot discover people/skills due to lack of profile completeness

• Cannot find important information

• Has more “white noise” rather than useful information

• Lack of participation

• Not used for organization wide communication & updates

• Lack of communication on the purpose of the platform.

Adoption Strategies – 10 Key Steps

1. Provide Single Sign-On to Enterprise Collaboration Platform

2. Provide Seamless Single Sign-On to key Enterprise Applications – “In the Flow”

3. Provide Easy Access to the Enterprise Collaboration Platform – Any location, Any Device, Any time

(Securely)

4. Make the platform as a “One Stop” Hub for Information – “The Intranet”

5. Provide seamless Integration to key Enterprise Applications – “In the Flow”

6. Provide seamless Integration to Document & Digital Media Management – “In the Flow”

7. Implement Strategy Alignment Framework – “In the Flow”

8. Implement Project Management & Collaboration Framework - “In the Flow”

9. Implement Corporate Services Information Framework - “In the Flow”

10. Implement Innovation & Idea Center Framework - “In the Flow”

Click here to see more details on the above strategies

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Architecture

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Technology Architecture & SSOClick here to see the process flow details

Demo

Click here to see the demo video

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Collaboration Platform - Features &

Business Value

Business Value

Discover colleagues and follow people who will be helpful to you

Accelerate and improve communication and collaboration among the people

and teams you work with

Share ideas and solutions

Harness innovation and creativity

Create a hub of information, ideas and expertise on important topics

Get a rich picture of the people behind the work

Bridge across silos and start conversations with ease

Effectively tap the collective intelligence of co-workers

Share quick updates with your team in a targeted way

Manage and collaborate on projects and initiatives

Single Sign-On to Enterprise Applications, IT Self-Service

Run queries against Enterprise Applications systems/data and collaborate on the

results

Features

Social Networking

Microblogging

Collaborative Groups

Distributed Spreadsheets

Dashboard

Wiki Workspaces

Collaborative Blogs

Desktop Application

Mobile Application

Application Connect

Single Sign-On

Intranet

Self-Service

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Benefits & Process Improvements

Next & New Generation Social Intranet, Collaboration platform & Information Hub

Improved Communication, Collaboration & Interaction between Management & Employees

Achieved Effective & Efficient way for Strategy Alignment & Business Unit Initiatives

Provided quick & easy access to AHA’s knowledge base, resources, information, updates & events

Achieved Effective & Efficient way for Project Management, Collaboration & Communication

Increased Awareness of IT Strategy, Services, Support, Projects & Initiatives

Improved Collaboration & Communication between Shared Services & Employees

Eliminated Email Communication on Projects, News & Updates & Alerts

Fostered Innovation & Creativity across the organization and generated a lot of ideas/solutions

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Nursing Leadership (AONE) –

Collaboration & Communication

Benefits & Business Value

Found relevant information faster and easier

Got additional resources & articles

Discovered people & expertise quickly

Formed a new group for collaboration

Information is now available & searchable \

Task force is on “Schedule”

Task Force

Explore how AONE can better meet the needs of

members from small, rural and critical access

hospitals and develop a plan to present to the board

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Strategy Alignment & Initiatives

Benefits

Efficient Strategy Alignment to Projects

Dynamic & Automatic Strategic Mapping

Improved Communication, Collaboration &

Interaction among Management & Employees

Efficient Project Management Collaboration

Increased Employee awareness of Strategies & Goals

Find relevant information faster and easier

Share ideas, comments & solutions faster & easily

Fosters innovation & creativity to problems

Drive towards Organized Communication

Eliminate Email Communication

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Project Management & Collaboration

Benefits & Business Value

Improved Communication, Collaboration &

Interaction on projects among Management & Teams

Efficient Project Management & Collaboration

Efficient Document Management & Collaboration

Increased Employee awareness of projects initiatives

Why, Who, What, When, How?

Find project updates & status via Signals faster

Share ideas, comments & solutions or ask questions

easily via blogs, signals, groups and workspaces

Subscribe to Project Communication & Updates

Fosters Innovation & Creativity

Drive towards Organized Communication

Eliminate Email Communication

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IT Service Management & Support

Benefits & Business Value

Direct communication between CIO, IT Teams,

Business Units & Employees

Improved Communication & Collaboration

Increased Employee awareness of IT Services &

Support available (Service Catalog – ITIL V3)

Seamless Access & SSO to SaaS Applications

Seamless integration to Box.Net & Delve (Video)

Find IT relevant Information & Updates faster

IT Self-Service, FAQs, Self-help Resources

Improved Customer Service & Satisfaction

Drive towards Organized Communication

Eliminated Email Communication

Enterprise Collaboration -

Business Value ExampleIdea to Concept to an Enterprise Initiative - Mobile Applications for Conferences

Business Benefits and Value

Generated new revenue opportunities

Enhanced conference experience for attendees

Provided fast and easy access of event and program information

Provided quick and easy access to resources

Provided attendees with real-time updates and news

Kept attendees connected and engaged via messages

Provided easy, intuitive and interactive maps

Provided more visibility for exhibitors, sponsors and speakers

Provided social media integration – Facebook, Twitter, LinkedIn

“Go Green”

Enterprise Collaboration -

Business Value ExampleIdea to Concept to an Business Unit Initiative - Mobile & Digital Magazines

Business Benefits and Value

User intuitive and ease of use

Access information – any time, any device

Information on “the Go” , “in Pocket”

Robust search (including back issues)

Download for offline reading and print

Share information with others via email and social media

Interactive audio and video – webinars, interviews

In-depth analytics & insights of user readership

“Go-Green”

Additional Adoption Strategies

Strong Commitment From Senior Management On a Continuous Basis

Identify Communication, Collaboration Challenges and Pain-points – Impact?

Identify & define lead Business Use Cases – Need, Value, Metrics etc

Identify and recruit energetic “Champions” & “Believers”

Do Road-shows, Hands-On Training, 101 sessions on Social Intranet (Facebook? Twitter? Blog? Social Media?)

Publish News & Updates, Success stories and Use cases - “Go to” site

Review Analytics and do Continuous Improvements & Minor Enhancements at regular intervals

Listen…..Survey…..Measure…..Monitor…..Analyze……Implement…..Continue this Cycle

Don’t Give Up!!!! Keep the Momentum !!!

Enterprise Collaboration - Closing “Thoughts”

Share a “Knowledge” Cake & Get 2 better “Knowledge” Cakes + a few Chocolates in return

1990 Rule – 1 person creates an article, 9 people edit/update, 90 people view it

(Wikipedia Framework)

Enterprise Collaboration - Closing “Thoughts”

To meet tomorrow’s organization’s needs, we cannot work

on yesterday’s tools

It is time to move and look beyond emails, file shares and static

intranet (Web 1.0) as the business communication & collaboration tools.

Resources

Contact Info

Thank You

Karthik Chakkarapani

IT Director, Technology Solutions & Operations

kchakkarapani@aha.org chakraj@yahoo.com

LinkedIn: http://www.linkedin.com/in/chakraj

Blog: http://karthikchakkarapani.wordpress.com

Twitter: @kchakkarapani