NHS Providers14th January 2015

Agenda

1. Background

2. Pre-launch

3. Learnings

4. Demo

5. Current Status

6. Q&A

Background• Old intranet was 6 years old• It was produced on a very tight budget (£16K)• Only one member of staff was responsible for

moving the content, developing the site etc.• At the time the Trust had 2800 full time staff

and was a mental health trust only• Number of content publishers 28

ELFT NOW• Mental health & community services trust• We provide services to East London,

Richmond, Barnet, Redbridge and Bedfordshire and Luton

• We have around 5000 staff • Wide geographical spread and around 100

different sites

New Intranet wishlist• Advanced search facilities• Social networking• Easy use and quick access information• Forums and message boards• Phone directory• Dynamic sites map• Engage clinicians in the design of the site• Encourage dialog with staff/feedback

Tender Process

• Tender process involved 4 suppliers• The panel included Comms, IT and Procurement• SmallWorlders scored highest on quality and

innovation• We did not pick SmallWorldrs for being the cheapest

SmallWorlders• We only build intranets

– winning most intranet awards at least once

• We focus on engagement– developed the Intranet Engagement Benchmark– and an Intranet Engagement Framework

• Until 2015, we worked almost exclusively with large corporate clients on global initiatives– Heineken, De Beers, Nestlé, Chalhoub …

Process1: Stakeholder & User Research

2: Workshop

3: Engagement Framework

4: Wireframing, testing & design

5: Build, populate & train

Stakeholder & User Research

1: Stakeholder Interviews

2: Staff Interviews

3: Staff Priorities

Main Concerns / Focus

Process Efficiency

Easy Access to Information

Information Available

Serendipitous Connections

Personalisation

Mobile Working

Engagement & Creativity

Research Review1: Stakeholder Interviews

2: Staff Interviews

3: Staff Priorities

Main Points• Technology

• Access to info

• Processes• Induction / Training

• Assessment

• Patient Transfer

• Patient Care

• Change in Policy / Procedure

• Personal Admin

• Procurement

Duty TeamCommunity

Mental Health Teams

Mental Health / Acute ward Intensive UnitPatient

NeedsCPA / Risk

Assessment

MHA

GPs

Schools

Police

Other single point referrals

IAPT

CounsellingThird sector

provisionPrimary Care

Recovery

…Other

Contact Info

Contact Info

Contact Info

Policies & Procedures

FormsForms Forms Forms

Policies & Procedures

Forms

Policies & Procedures

Forms

Policies & Procedures

Forms

HQ / Admin / Management

Intr

anet

Research Review1: Stakeholder Interviews

2: Staff Interviews

3: Staff Priorities

0 2 4 6 8 10 12 14

Information on policies and procedures

Contact information about people/departments within…

Information personalized to you (Only what you need,…

More efficient HR processes

Ongoing news about the trust

Information about the Trust

Information about expertise within the trust

List of tools available (and what they do)

More efficient patient care pathways

Access from home

Ability to share and discuss ideas for improving efficiency

Paper processes/logging transferred online

Personal targets and KPIs

Access on a mobile device

Staff Priorities

Workshops• Generate Ideas• Prioritise according to Must/Nice/Sci-fi

Apply Intranet Engagement Framework

Reasons To Log On

• Essential functionality that is• essential (duh)• exclusive• and easy

Intranet Engagement Framework

Reason To Return

• Useful functionalities• Regular turnover of

content• Personalisation• Continuous

improvement plan• Good UX/Usability• Slick/Fun design

Intranet Engagement Framework

Reason To Lead

• Social Features

• User profile pictures wherever possible

• Self-service groups/team rooms

• User Blogs

Intranet Engagement Framework

Apply Intranet Engagement Framework

Wireframing, testing & designNavigation

Card Sort

The Trust Policies & Procedures

IT & Systems HR & Training

Staff & Contacts Services & Departments News & Events About the Trust Clinical &

Patient Care Legal & Finance Quality & Improvement

Strategy & Governance

IT Procedures & Forms

Tools & Platforms Smartcards Equipment Human

ResourcesTraining &

DevelopmentEducation &

Apprenticeships

Draft Navigation

WireframingInside - out

Testing

Lessons

The devil is in the detail• Active Directory Integration• Data quality• Simple electronic forms meets simple

electronic form functionality• Content Migration• Testing and feedback• Change management

Active Directory Integration• Additional complexities

– Merging Luton & Beds’ AD– Complex folder structure

• SmallWorlders hosted solution (Cloud SaaS)– Integrate with AD via ADFS

• Two-way synchronisation– ADFS experience lacking– Forcing an ELFT hosted solution

Data• Clarity of data structure

– How sites, services etc are defined

• Data quality – complete list of sites/services– Website integration to ensure data is maintained

in one place only (via API)

• Challenges around initial data import– HR Systems Vs Active Directory

“Simple” forms and workflow• What happens when a “simple” form &

workflow meets a “simple form & workflow tool”?

Content Migration• Planning

– Scale of task

• Lack of co-operation– Poor input from some departments– Little checking prior to launch

Testing & Feedback• Although we allowed for a period of testing

and feedback … most of the feedback only came after the site was live!

Change Management• Soft versus hard launch• Consider launch video

Summary• Plan, research and test• Expect the unexpected

– Include contingency

• Consider the launch

Demonstration

video

Usage

Popular ContentContent Hits Users

HealthRoster: Employee Online 461 251

Staff Vacancies - Internal and External 328 218

Datix 276 195

Incident Report Online Form 163 114

Celebrations Across the Trust 158 138

ESR Sickness Form 126 92

Checking your hours left & owed 112 95

OLM Login - via ESR Support website 83 57

Employee Online Guide 80 62

SearchesSearch Term # searches # users

google 736 229

Search people, content, services & 285 107

DATIX 201 102

jobs 165 63

vacancies 157 66

healthroster 112 30

annual leave 88 42

esr 87 33

occupational health 85 38

A work in progress• Transferring all existing forms into online

forms• Personalisation• Mailcasts• Enterprise social networking

Q&A