Corporate Intranets Systems II How to measure the effectiveness of Intranets in a global environment Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 2 Agenda Who is Swiss Re? Evolution of the Swiss Re corporate intranet The 4 applications of an intranet Before you measure you have to know your stakeholders Where the intranet adds value? Getting to the measures Key points

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 3 Swiss Re – a global leader in managing capital and risk Founded in Zurich in Global presence in 39 countries Approximately employees 2006: First half year net income CHF 1.6 billion, premiums earned CHF billion. Rated AA- by Standard & Poors, Aa2 by Moodys and aa by AM Best Largest reinsurer and largest life reinsurer worldwide on premium volume The reinsurer takes over a portion of the hazards or risks assumed by the direct insurer

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 4 Swiss Re Portal Program journey Coherent communicationsEmployee productivityReal-time decision support The Enterprise Portal holds the key to integrating all of the elements of collaboration – people, process, and tools. It provides a technical platform to support the creation of collaboration solutions that can be deployed modularly and controlled centrally. Butler Group, Sept Consolidated access and communications Profile and navigation integration Personalised, self-service Consolidated publishing Enterprise dashboard Business value Capabilities and content Collaboration and knowledge integration Embedded business applications High

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 5 Swiss Res Portals Overview & mission External users Internal users Targeted content 1. Public web-site2. Swiss Re Portal 3. Enterprise Portal General content Enterprise Portal Establish a single point of profile- based access to business applications and information to become the employees workspace. Public Website Provide relevant and rich content on an interactive multimedia site that creates and manages relationships on the Web targeted at specific stakeholder groups. Swiss Re Portal Serve as reception desk to Swiss Res clients. Provide personalized access to value added information and Swiss Res e-business landscape.

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 6 Employees Virtual Workplace The 4 applications of an Enterprise Portal Communication channel Information channel Collaboration platform Application platform An Enterprise Portal is more… … than just an information channel Integration platform Intranet Enterprise Portal

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 7 Public Affairs Corporate Communication Employee Communication Brand Communication Channel 1 Communication channel New ways to communicate via an Enterprise Portal

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 8 Internal initiatives (business and IT) and projects Company organization (Who-is-Who, locations) Business processes and guidelines Employee corner (local activities) Channel 2 Information channel All kind of static information

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 9 Project platform Knowledge Networks / Communities of Practice Document sharing (eDMS) Idea sharing (discussion forum, Wiki, Blogs, Pod casts) Channel 3 Collaboration platform Work together independent of regional and time borders

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 10 Support Tools (Translation, Dictionaries, Converters, …) HR Processes Business Applications References and Guidelines Channel 4 Application platform Integration platform for web-based applications

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 11 Before you measure you have to know your stakeholders Communication Channel Information Channel Collaboration Platform Application Platform Integration Platform Line managersEmployee Communication Employees IT DivisionOperationsSourcing partners Executive Team

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 12 Before you measure … Understand the context – Size, locations, global business structures – Population of locations/ business centres - size - expertise – What are their requirements? – What do they want to achieve? Understand the Enterprise Portal structure Work with heads

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 13 Corporate wide reach One stop-shop for all information/congruent information Worldwide collaboration on one platform Integrated access to business processes & applications Before you measure … Where is the value added? What are the key benefits of an Enterprise Portal? Single access to shared documents Build trust and employee engagement

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 14 Charts, tables, drill-down Total visits/page views, … (caution with hits!) Measurements over time (e.g. per day, month) Global reach, functions, locations and # of employees Before you measure … What measures are needed? In what form do you need the data? What details are needed? How shall it be presented? In what form?

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page Total page views for a risk report Before you measure … What measures are needed? In a global environment the global distribution is of importance -> Business functions, locations and # of employees 1500 London 2000 employees 2100 Zurich 3500 employees 400 Moscow 500 employees 75%60%80% Fictitious example

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 16 What measures are needed? How are they presented Different presentation styles (charts, tables)

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 17 Search logs Metrics from log files User feedback (surveys, polls) Personal feedback Getting to the measures How can the added value be measured?

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 18 Getting to the measures What has to be considered I Review measures with customers Enrich measures with qualitative information – short polls, page ratings Conduct surveys to get a holistic feedback – What are preferred pages? – What are the entry pages? – How do people use the Enterprise Portal? What do they like or dislike? > Open and closed questions Informing people about survey results Review measures with customers Enrich measures with qualitative information Conduct surveys to get a holistic feedback Informing people about survey results & actions

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 19 Getting to the measures What else should be considered – Benchmarking groups, market surveys - Design, navigation, usability, accessibility – Studies, literature – Where do we perform well? – What can we improve? Best practices – Why are we different? > What has to be done next Get external view (Benchmarking) Outcomes to be considered

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 20 Getting to the measures Dont forget the quality measures Measure the quality of – your Enterprise Portal – your processes Reports on – # pages, broken links, last review dates, top content authors, most important contributors, regular users, system peaks, time articles are read most often (locally and globally) Check the effectiveness of your measures – Changed IT systems, changed measures Measure the quality of … Reports on … Check the effectiveness of your measures

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 21 Getting to the tool What tool suits best – metrics, functionality, technical infrastructure, processes Presentation must be idiot proof > Clear understanding of the results Data quality must regularly be checked – Ensure that technical noise is filtered - e.g. crawlers, search indexes, … – Ensure new administrative Q/A checks are filtered as well. What tool suits best Presentation must be idiot proof Data quality must regularly be checked

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 22 Integrate findings into training Provide the information needed Adjust the site structure to the needs Ensure high availability and quality of platform Dont forget the actions Measures only help if you have actions following!

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 23 Ensure high data quality and review the processes regularly Understand the structures (people, locations, business functions) Understand the goals that have to be achieved Include end-users into the definition of the measures Key points Measurement is an ongoing process followed by actions to improve effectiveness Take actions & review again!

Peter Münzenmayer Swiss Reinsurance Company Corporate Intranet Systems 2 Moscow, 28 September 2006 Page 24 Questions & answers