A contemporary, dynamic and relevant method of communication for over 35 000 employees

 

About the client

One of Australia's leading providers of integrated financial services with over 35 000 employees including retail banking, premium banking, business banking, institutional banking, funds management, superannuation, insurance, and investment and sharebroking products and services.

Project Overview

CSG was engaged by design all of the key components and be the technical lead for the whole of bank Microsoft SharePoint Intranet implementation. The Intranet enables self service for thousands of employees for more than 45 divisions and business units and provides a contemporary, dynamic and relevant communication platform for the bank which is ahead of the rest. 

Client requirements

The bank required an Intranet site which would easily scale and be rolled out to the entire bank and used across all of its 45 - 50 divisions and different business units. They had many different Intranet sites managed by a variety of different teams using a variety of tools to publish online content. This led to inconsistency with different sites being presented in various designs with no control over deploying templates. The process for publishing content was inefficient, manual and time consuming as the communications team had to send news and content to the IT team to have it converted to HTML and uploaded to the site.

Information was difficult to find as there was no functional search engine which would work across the numerous different sites and the end user experience was less than optimal. The bank required a solution which would:

improve the end user experience and ability to find relevant content quickly through search;

enable the decentralisation of content authoring and publishing improving efficiency;

automate processes and provide self service to its employees; and

provide a consistent user experence through a suite of system controlled templates

Our Solution

CSG’s team was heavily involved in the group wide transition to Microsoft SharePoint. We worked closely with the group wide marketing department to ensure all information architecture and content requirements were met. The solution recieved an Interactive Media Award for outstanding achievement. We

implemented the proof of concept and assisted with the business case presented to senior management;

defined the overall solution architecture; 

planned the infrastructure for the enterprise wide SharePoint environment; 

provided high level solution design for all of the solution components; and 

 implemented the site look and feel, custom web parts, workflows and other customisations.

Key features of the solution include integrated search using FAST, distributed content management, approval / disposition workflows to enforce information policies, mobile friendly content, corporate directory, video distribution, calendars, news, discussions, surveys, content feedback, tag clouds,
page personalisation and other collaborative web 2.0 tools. The solution also authenticates users by default allowing content to be targeted to specific audiences. 

Business Benefits

The bank has realised many business benefits through its transition to Microsoft SharePoint as a group wide Intranet platform including:

increased efficiency in content publishing through the communications team being able to publish their own content;

increased end user satisfaction to 78% and a more consistent user experience; 

improved ability to easily find relevant information through an integrated search facility spanning across 80 000 intranet content assets and the staff directory; 

decreased costs through the enablement of employee self service and decentralisation of content management; 

decreased help desk calls through improved information discovery;

improved content quality, information and idea sharing through collaboration tools and 

increased flexibility with automated workflows and content
publishing.