The following Workshop was delivered at the Novotel for Ark Group. The topic was Delivering Service Improvements with SharePoint.

1. INSERT PHOTO HERE
Using SharePoint to drive information management
for Service Improvement
Speaker: Rita Arrigo
Email: Rita.Arrigo@pitcher.com.au
Mobile: 0488 486633
www.linkedin.com/in/rarrigo
Date: Wednesday August 24th
189351.I

2. About Rita Arrigo
 Graduate of Engineering and Marketing
 Over 20 years in Technology
 10 Years in Online and Digital Solutions
Key Clients
Passionate about the benefits of Technology
Flexible and add value across sectors

3. About Me

4. Agenda
 Information management maturity
 Workshop Attendees Discussion and Results Translation
 Key Features of SharePoint to Deliver on IM Requirements
 Case-studies from
1. National Australia Bank
2. Gilbert+Tobin
3. Mallesons
4. Corrs Chambers WestGarth
 A road map for your service improvement needs from a legal
perspective with SharePoint, search and business intelligence quick
wins

5. IM Maturity
The Meta Group discusses Information Management
Maturity based on 5 levels as follows:
Level Name Detail
Level 1 Aware There is an awareness that problem exists but the organization has taken little action regarding
data quality
Level 2 Reactive Awareness and action occur in response to issues. Actions is either system or department specific
Level 3 Proactive Information Development is part of the IT Charter and enterprise management processes exist
Level 4 Managed Information is managed as an enterprise asset and well-developed engineering processes and
organisation structures exist
Level 5 Optimized Information Management is a strategic initiative, issues are either prevented or corrected at the
source and best in class solution architecture is implemented. Focus is on continuous
improvement

6. The issue
 Legal Practitioners need to obtain information from
multiple applications through the day
‒ Billing Information
‒ Work Product
‒ Saved Email
‒ Matter Contacts
‒ Forms
 Launching Various applications to navigate complex
menu resulting in frustration and time wasted
 Based on the International Legal Technology Association
(ILTA), managing e-mails management is the No 1 issue

7. What does the Legal Community want?
 Greater Control over Content
 Ability to collaborate with the team and their clients
 A framework that supports
1. The discovery and preservation of all enterprise
content
2. Manages the document lifecycle in compliance
3. Content that is easy to find
4. Collaborative creation and tagging

8. How do you best utilise your intranet,
Extranet and Internet for better
customer engagement?

9. Our Solution Layers
Familiar User Experience
Business User Experience Self-service Access and Insight
Data Exploration and Analysis
Predictive Analysis
Data Visualization
Contextual Visualization
Integrated Content and Collaboration
Business Collaboration Platform Thin Clients
Dashboards
BI Search
Content Management
Compositions
Data Infrastructure and BI Platform Data Infrastructure
and BI Platform
Analysis Services
Reporting Services
Integration Services
Master Data
Data Warehousing

10. SharePoint across the enterprise
Internet
Extranet
Enterprise
Division
Team
Individual
Business
Applications

11. Reduced Training – The consistent platform means
that there is less training, and users can use the
same familiar office interface for intranet and
extranet.
Scalability - SharePoint 2010 can include tens of
millions of items in a single library. Files can be
intelligently routed and stored based on metadata,
eliminating the need to identify exact folder
locations.
Document Repository Integration – Microsoft has
worked with the ECM ecosystem to drive rich
integration with Documentum, OpenText, Meridio,
and TRIM. Other integration is provided through the
Extranet Internet
External Storage API.
SharePoint also integrates with SAP, Siebel, Oracle,
and MS-CRM.
Workflow Events – SharePoint 2010 extends your
workflow options and capabilities, by providing
pluggable services. So your workflows can go beyond
SharePoint, so that can deploy workflows that can
interact and integrate with external systems
such as SAP, CRM, and custom applications. Intranet

12. Implementing an IM Strategy
Key Example is the client portals
1. Consistent navigation experience across multiple
environments (i.e. the intranet and extranet), allows the
experience to be similar for both clients and internal
users.
2. Collaboration allows for a cultural shift. This means that
the big impediments uninterested end-users and lack of
senior management buy in can be reduced as the
framework is adding value and not creating extra work
3. Enforcing metadata and governance strategy in
SharePoint is can be formal or allow for social features
like tagging, usage ratings

13. Intranet
Intranet Features
Intranet Business Intelligence eg :Executive
Dashboards and personalised
dashboards
Mobile Enabled Access
Event Planning and other project sites
Recently Authored Content and ability to
post, tag and like
Extranet Expertise Finders
Social Networking Features, Wiki’s
Blogs
Service Portals
Internet

14. Extranet
Intranet Extranet Features
Flexible Security Options including Active
Directory or directory services like Forms
Based Access Control
Search features available to any level as
SharePoint now trims content
Business Connectivity Services now supports
Extranet read and write operations with LOB
applications
Client Portal
Expertise Search
Social Networking Blogs, wiki’s
Job Candidate Applications
Internet

15. Internet
Internet Features
Intranet Cross-browser support
W3C standards and accessibility
compliance
Dynamically Changing Page Layouts
In context Text Editing
One Click Page Creation or Office
Editing
Extranet Easy to add rich media via a
specialised asset library
Product Catalogues
Multi- Media Content
eCommerce Features
Internet

16. Discuss and Engage
Enable team interaction with social media tools
Locate useful information with content
rating and navigation with tag clouds
Discuss and share insights with a rich
blogging experience

17. Relevant Search
Find structured and unstructured data
Refine and filter to get what you
want the first time
Find reports, workbooks, and people
seamlessly with relevance

18. Increase Organizational Visibility
Track key metrics
Increase visibility into key
team and organizational
objectives with dashboards
Display business data in
context
Enable continuous analysis
and iterative decision making
with new chart types
See interdependencies with
strategy maps

19. About Metadata in SharePoint
 Metadata drives discovery and action
− Navigation
− Search
− Interaction
− Rating
− Comments
− Tagging
 Managed
− Taxonomy
 Unmanaged
− Folksonomy

20. Features and Benefits
 Office integration
 Word Automation Services
 The Content Organizer
 Metadata
‒ Navigation
 Compliance
‒ Multi-stage disposition
 Accessibility

21. What’s Makes A SharePoint Document
Different?
 Metadata
‒ Finding content
‒ Managed metadata services
 Content Types
 Rich media management
 Document Sets

23. Global
Scope
Local
Managed Taxonomy Open Hierarchies Folksonomy
Level of Control

24. Case Study
1. Gilbert+Tobin
2. Mallesons
3. Corrs Chambers WestGart
4. NAB
5. Brit & Gordon

25. Gilbert+Tobin Lawyers
 200 Lawyers rolled out FRANK – For Realising
Advocating and Networking Knowledge based in
SharePoint
 The new system presented content in a refreshing new
way with more of a familiar website look and, as a result,
usage of FRANK significantly increased.
 Collaboration was an important feature with lawyers
contributing content and being actively involved in peer
review.

26. The Result
 The result, according to the knowledge manager,
lawyers could produce higher quality work and be far
more efficiently.
 The cultural shift was managed by clearly developing
the information life cycle management, removing the
reliance on e-mail and file sharing, driving improved
content management through collaboration and locking
down permissions into folder and document levels

27. Corrs Chambers Westgarth
 Approx 600 staff and 600 lawyers
 BI Platform that delivered data to partners including
‒ Staff Utilisation
‒ Work in Progress
‒ Team Members Billable Hours
 Looking to extend BI Platform beyond partners to
managers and other staff and ensure the metrics were
relevant to them
 Issues current platform expensive to licence and difficult
to use, resulting in rogue reports and different versions
of the truth

28. Solution
 Proof of Concept Development based on Microsoft SQL
Server
 Also CCW were fully licensed for SharePoint
 Able to extend their BI with familiar tools so that every
team can have access to utilisation and budgetary
information.
 Ability to calculate value of marketing due to accurate
profitability analysis.

29. Mallesons Connect
 Mallesons wanted to provide predictable service levels,
demonstrate value, provide round the clock service.
 Mallesons Connect provides clients with
‒ Project Progress
‒ Financial Reports
‒ Alerts
‒ Training
‒ Resource Availability

30. People Finder
 Users can
update the
details on
intranet and
automatically be
available on
Internet

31. Lewissilkin
 Innovative Law Firm in the UK with 300 employees
 They needed a simplier more scalable method for
sharing documents with clients.
 They wanted to integrate an extranet to the firms
existing intranet document library.
 They used SharePoint for both their intranet and
extranet using the built in security of forms based
authentication and rights protected content.

32. Result
 Saving money in
maintaining just one
document management
and collaboration
platform and reducing
their training budget as
they were already
familiar with the
SharePoint Intranet.

33. NAB – Business Intelligence
The Vision The Journey
• To reposition NAB • Worked with NAB BISC to establish
key operational issues:
Finance as a Service
• Knowledge Management
Delivery Organisation • Operational Sources of
Information and the need
FAQs and a central
repository
• Difficulty in Finding Reports
• Engaged end-users of
finance data to understand
their needs
• Worked with Microsoft for hands on
experiences to enable learning like
the Customer Immersive
Environment.
• Pitcher Partners designed and
developed the Proof of Concept

34. The Result NAB - Proof of Concept
About the Proof of
Concept
• Vision to reposition
NAB Finance as a
Service Delivery
Organisation
Accordion to
easily
• Demonstrate the
display large business intelligence
sets of capabilities of
information SharePoint 2010, SQL
and ratings
of Server 2008 R2, SQL
documents Server Analysis
based on Services.
usage.

35. Demonstration 1 – The Portal

36. Scenario One
 End User Customer of The Finance
Department
 Searches Service Catalogue and finds the
 Banker Dashboard

37. The Service Catalogue
Includes
Silverlight Pivot
See for more details
http://www.microsoft.com/silv
erlight/pivotviewer/
For a live example:
http://www.microsoft.com/silv
erlight/case-studies/

38. Scenario Two
 Power User of the Finance
Department - Developing a report for
consumption by the business
 This report is to show the sales of a
particular service line of the last few
years
 The demonstration is designed for a
power user

39. Banker DashBoard

40. Demonstration 3 – BI Portal

41. Scenario Three
 New Employee to the Finance
Department
 Finding out about a service offering
 Locate a Service Owner
 Search for relevant documents

42. Demonstration 4: Application Browser

43. Scenario Four
 Knowledge Management as an employee of the finance
Department
 Managing FAQ’s
 Creating Video
 Updating Wiki’s

44. Demonstration 5: Support

45. SharePoint Website
SharePoint 2010 For The Web and
Intranet at Bendigo Regional Tafe
• Ability for non-technical users to manage
the site with daily updates.
• Provides easy to update content authoring
• Enhanced Search Capability
• Allows prospective students to see
multimedia examples and student
testimonials of the experience of students
who have studied with Bendigo TAFE.
• The website includes an online course
application form which is processed internally
by Bendigo TAFE staff using a specific
Student Journey Management site built
using SharePoint 2010 on their intranet.

46. The Gordon – SharePoint 2010
SharePoint 2010 For The Web
• Course List Searchable and integrated
to course database
• Easy to update all interactive
components of the site
• Provides easy to update content
authoring
• Integrated Twitter Feed

47. Think Strategically
Position yourself well to reach your audience, enhance
your brand & deliver business objectives

48. A Search Driven Application
 Developed with a
combination of
components
including
 Federated
Results Web Part
 custom rank
profiles
 extensions built
with SharePoint
Designer and/or
Visual Studio.

49. Search Driven Applications so what
 It allows the ability organize results by customer,
 then drills into that customer with a single click.
 It brings in line-of-business data using Business
Connectivity Services (BCS), - This could be a practice
management system.
 then applies custom property extraction to it using the
content processing pipeline.
 Acting on search results, a user can create an email from
selected results, schedule meetings, visit a team site, or
even use the capabilities directly within SharePoint, such as
social search, using SharePoint workflows.

51. About Enterprise Search
 Enterprise Search makes an
organization’s content accessible to
employees, customers, and partners.
Most people use web search (like Bing or
Google) regularly at home, and expect
search inside the firewall to be the same.
 But Enterprise Search is different. Rather
it must
‒ connect different systems,
‒ different types of files,
‒ provide security and access control.
 Corporate searchers prefer fewer but
highly relevant results, and often there is
only one "right" document.

52. Why SharePoint Search?
 The structure and metadata of corporate data is important, as are
company-specific vocabularies and taxonomies.
 The "box, button, and result list" paradigm used for the past 25
years in web search is limiting.
 With high-end search it's possible to deliver more effective and
compelling search experiences.
 FAST Search for SharePoint delivers a better search experience
out of the box. The box, button, and search results are still there,
but the overall experience is quite different. The search experience
provides better results faster by being visual, conversational, social,
and contextual

53. The Out of the Box view

54. What Next
Use Design to
ensure
Proof of usability
Concept or •Don’t be scared to
Pilot customise. This
can really make a
•This will allow for difference to your
Establish key management users
User commitment
requirements
•Early engagement
with a working
Confirm group leads to
users embracing
Vision the solutions
•Ensure Vision is
aliged to firm
strategic Goal

55. From a technology Perspective
Engage with a Solution Understand the landscape Choose a department or
Partner to work with IT to and where integration to process to map and
establish software assets existing system would establish ways to improve
available create a better experience the current approach

56. Why Pitcher Partners?
 At Pitcher Partners Consulting we have a strong reputation for the breadth of our
business knowledge and pride ourselves on our ability to identify problems and
provide successful business solutions.
 We offer a unique blend of business and information technology accreditation
and experience in developing information systems solutions, running complex
projects and delivering value to clients.
 We understand that your business goals and objectives are the first priority. We
place strong emphasis on identifying areas where technology can improve
efficiency and add value.

57. Our Capabilities
 Extensive technical skills and breadth of experience in Microsoft
technologies; specialising in SharePoint, .NET and SQL Server.
 We are a Microsoft Gold partner with extensive expertise in SharePoint,
Internet and Client Portals, Business Intelligence and Search.
 We can help you establish your licensing entitlements as many organisation
own SharePoint and have not deployed.
 All our senior consultants are accredited project managers, providing
structure, control and confidence around the delivery of our solutions.