TASKMANAGEMENT THE HSBC INTRANET

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TASK-MANAGEMENT _at_ THE HSBC INTRANET

• March 11, 2009
• www.customercarewords.com

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• Questions Answer Session
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Speakers
Gerry McGovern
Natalie Bogos
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TASK-MANAGEMENT _at_ THE HSBC INTRANET

• March 11, 2009
• www.customercarewords.com

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Putting Citizens First Transforming Online
Government A White Paper Written for the 2008
2009 Presidential Transition Team by the
Federal Web Managers Council
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The U.S. economy loses millions of hours of
citizen productivity every year when people
cant efficiently accomplish basic government
tasks online Agencies should be required
and funded to identify their core online customer
tasks, and to develop service standards and
performance benchmarks for completing those
tasks.
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Instructing Web and Telephone Respondents to
Report Date Answers in a Format Desired by the
Surveyor Leah Melani Christian, Don A. Dillman,
Jolene D. Smyth Washington State University, 2007
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Sample Task

• What are your companys rules for maternity leave
  in your country?

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Search
More search options Help
Intranet Home Class B Class C About Me
About Company
Expected1st click
Homepage
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Search
More search options Help
Intranet Home Class A Class B About
Me About Company
About Me
ABOUT ME Training Job Vacancies Travel Time and
Payroll Employee Benefits Environment (Working,
Local) Career Development
Expected 2nd click
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Search
More search options Help
Intranet Home Class B Class C About Me
About Company
Homepage
Actual1st click
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Search
More search options Help
Intranet Home Class A Class B About
Me About Company
About Me
ABOUT ME Training Job Vacancies Travel Time and
Payroll Employee Benefits Environment (Working,
Local) Career Development
Actual 2nd click for 6/15 users
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Search
More search options Help
Intranet Home Class A Class B About
Me About Company
About Me
ABOUT ME Training Job Vacancies Travel Time and
Payroll Employee Benefits Environment (Working,
Local) Career Development
Only 1/15 clicked here
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Does web content matter? (3/4)

• Its about..

Publisher 10 min
10
Visitor 60 min
Visitor 60 min
300
Visitor 60 min
Visitor 60 min
Visitor 60 min
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Does web content matter? (4/4)

• Its about..

Publisher 60 min
60
Visitor 10 min
Visitor 10 min
50
Visitor 10 min
Visitor 10 min
Visitor 10 min
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Task management

• Natalie Bogos

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Introduction to the site

• 60,000 The number of employees served by the
  site
• 45,000The number of visits per day
• 80,000The number of content pages across over
  300 microsites.
• 1,700The number of publishers creating content
  independently.

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Why we needed help

• Level of site growth is unsustainable.
• Amount of content impacts search and findability
• We put business publishers first, focussing on
  what they want to tell rather than what staff
  want to know.
• Lack of intranet resources.

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Identifying the tasks

• Tasks for voting were identified through analysis
  of site statistics, senior management interviews,
  usage patterns etc.
• 5,619 responses from staff encompassing all
  segments of the business.
• Top tasks were all focussed on serving customers
  more effectively.

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Voting trends for the top tasks
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Voting trends for top improvements
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Measuring the top tasks

• A selection of top tasks were measured to
  establish their effectiveness
• 18 sessions, with employees representing all
  major segments of the business
• For each task we recorded a task completion rate,
  disaster rate and completion time

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HR Procedures Manual
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Locate circulars by date
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Locate circulars by content
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Locate recent news item by content
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Potential productivity gains
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Managing the tasks

• The biggest contributors to the 16 million
  problem are
• Perceived ineffectiveness of the search tool
• Content overload
• Content freshness

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Task management Search

• How effective is search?
• Find out what your top search terms are
• Find the correct page for each term located
• Perform a search on each term
• Score the term 1 if the correct page is found
  within the top 3 results
• Score the term 0 if the correct page is not found
  within the top 3.
• UK intranet search starting score
• 30

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Stakeholder and senior management buy-in

• Intranet content management charter introduced
  formalising the publishers responsibilities
• Site assessments formally measured efficiency of
  microsites based on set criteria

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Freshness challenge

• Deleted over 27,000 pages of outdated irrelevant
  content in less than five months.
• All new content published subject to strict
  business case approval.

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Task management Circulars

• Circulars mandatory reading for all staff
• Over five pages long, written in marketing speak
• Anything from five to 15 pages long per circular

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Circulars original unedited version

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Circulars original unedited version (page 2)

And then an eight page PDF attachment
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Circulars alternative optimised version
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Guaranteed income bond circular potential cost
savings

• Viewing time of original version 1 minute, 56
  seconds
• Viewing time of alternative version 43 seconds
• Time difference 1 minute, 13 seconds
• Potential time saving based on average number of
  readers per day
• 8,882 minutes (147 hours)
• Potential cost savings based on average employee
  cost
• 4,404.00 per circular per day

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HR project rollout circulars potential cost
savings

• Viewing time of original version 2 minutes, 49
  seconds
• Viewing time of alternative version 55 seconds
• Time difference 1 minute, 54 seconds
• Potential time saving based on average number of
  readers per day
• 17,202 minutes (286 hours)
• Potential cost savings based on average employee
  cost
• 8,568.00 per circular per day

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FREE webinar How Microsoft Office Online
Dramatically Increased Customer Satisfaction by
'Weeding the GardenApril 7, 2009
https//www2.gotomeeting.com/register/436192611
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Would you like to know more? Visit our website
www.customercarewords.com or Email
info_at_customercarewords.com Customer Carewords
has a network of partners across North America
and Europe. Our partners have deep experience
with creating customer-centric, task-managed
websites utilizing Customer Carewords. Contact us
to talk to a partner. Next free webinar April
7 with the Microsoft Office Online team