Achieving complete information governance at Belgian Railways

INSIGHT. INNOVATION. IMPACT.

Achieving Complete Information
Governance at Belgian Railways
SAP-408 Success Story
Stéphane Haelterman
Program Manager
(be.linkedin.com/in/shaelter)

Business case
Company key figures, corporate objectives,
strategic value, roadmap, return on investment

Company key figures
Employees
•  20.761 SNCB/NMBS
•  12.749 Infrabel
•  4.111 Holding
•  710 Other

Travelers
•  > 500.000 travelers a day
•  207 million travelers a year

UK

Network

NL
BE

•  3.374 km of lines
•  3.002 km powered
•  314 km HST lines

DE

Trains &Stations
•  550 Stations & Stops
•  > 3.670 trains a day
•  698 locomotor
•  740 self-propelled
•  280.980 seats
•  4 Eurostar (HST)
•  7 Thalys (HST)

FR
Freight
•  60 million tons a year

Traffic
•  29.298 traveler trains a week
•  6.941 freight trains a week
•  89,2% arrived on time or max 5 min. delay

Copyright © OpenText Corporation. All rights reserved.

Corporate objectives
Past
Traditional monolithic national
railways company

Present

Future

Transition driven by

Innovation driven by

§  Cost optimisation

§  New business model within an open market

§  Enhanced Customer Services

-  passenger transport

§  Punctuality of rail services

-  maintenance of rolling stock

§  Uncompromising safety

§  Agility to meet evolving customer demands

§  New generation of employees

§  Quality and accuracy of the information

§  European market demands

§  Paper reduction
§  Work procedures uniformity

Legacy DBs, Custom Apps,
File servers and Paper

Strategic Platform for change
and agile business processes

Enriched Business Processes with content to
enable Enterprise Information Management


Strategic value

Corporate Objectives

Progressive paper cost reduction strategy
Lower TCO for the content management solution, so a higher ROI

Enhanced Customer
Services

Faster handling of customer case files, faster information lookup

Punctuality of rail services

Speed up and avoid breaches in the supply chain by visualizing parts to
order/produce

Uncompromising safety

Accuracy of technical drawings and valid working procedures

New generation of
employees

Secure historical know-how and offer modern working tools

European market demands

Comply with demands for traceability, conformity, safety certificates

OpenText solutions

Cost optimisation


Roadmap

FI,
CO,
MM,
WM,
SD,
LE,

PS,
PM

for
4
Central
Workshops

FI,
CO,
MM,
WM,
SD,
LE,

PS,
PM

for
all
en11es

HR,
CO-‐PA,
BI

Invoice
Mgmt

HR-‐LSO,
HR-‐QLF,

Enterprise
Portal,

CRM
Complaints

HST
Maintenance,

Handling,

Rolling
Stock

Carve-‐out
B-‐Cargo,
Maintenance,

EnGty
In
Charge
of
CRM-‐LTO,
CRM-‐CPM,

Maintenance

CRM-‐CTR

CRM-‐MKT,
HR-‐PA,

HR-‐TIME,
HR-‐REC,

HR-‐TRAVEL

DistribuGon,

Web
Content
Mgt,

SAP
Data
Archiving

IS-‐Real
Estate,

QM
CerGﬁcates,

PS-‐RPM,

InformaGon
Lifecycle
Mgmt

ERP
2009

2010

2011

2012

2013

2014

2015

xECM
5.000 users
11.585 users

xECM

Strategy

xECM

Vision
&
Plan

Rolling
Stock

Maintenance,

Intelligent

Driver

Assistant

HST
Maintenance,

HR-‐LSO,
HR-‐QLF,

CRM-‐LTO,
CRM-‐
CPM,
CRM-‐CTR
,

CRM
Complaints

Handling,
Web

Content
Mgmt

Enterprise
Asset
Mgmt

QM
CerGﬁcates,

PS

DocumentaGon
+

Enterprise
Info
Mgmt

Solman
integraGon,

PS-‐RPM

HR-‐OM,
HR-‐PA,
HR-‐TIME,

HR-‐REC,
HR-‐TRAVEL,

Employee
File
Mgmt,

InformaGon
Lifecycle
Mgmt


Return on investment & key figures
§  Expected savings of 30 million EUR per year from document
handling
§  Expected savings of 1,5 million EUR per year from intranet portal
navigation
§  40% efficiency & productivity gain in the supply chain
§  2.5 million documents added in the first year, growing by some
1.3 million each year to over 7.5 million after five years
§  1 million technical drawings produced by 340 engineers required
by more than 1800 planners, technical workers, purchasers, etc.
§  Up to 5000 train drivers and 2500 train conductors receiving
documents on a mobile device
§  Up to 11585 users on the platform

Achievements
Vendor invoice management, drawing management,
driver regulations, integrated billing & ticketing, …

Bridge the gap between business
documents and business process
• 
Technical
Drawings

• 
Book
of
PaYerns

• 
CalculaGon
notes

• 
Quality
Manuals

• 
OperaGonal
Guides

• 
Procedures

• 
Work
InstrucGons

• 
Fact
Sheets

• 
Forms

• 
Checklists

• 
Naming
ConvenGons

• 
Technical
Catalogue

• 
Pictures

Maintenance

Example of solutions

Enterprise
Asset
Management
FI/CO,
PLM,
SRM,
EH&S,
HR

Real
Estate
Management

FI/CO, PS, PM, MM, HR

Employee File Management

HCM, Non-SAP

Invoice Management

FI-AP, MM

Travel Receipt Management

HCM, FI/CO

Intelligent Driver Assistant

• 
Lease
Agreements

• 
Leasing
Contracts

• 
Property
Acts

• 
Contract
Forms

• 
Contract
Account
Sheets

• 
Rent
SeYlements

• 
Customized
Emails
/
Fax

• 
Digital
Signatures

• 
Photos

HR, PM, Non-SAP
Facility Management

• 
Resumes

• 
Learning

• 
Assessments

• 
Appraisals

• 
Medical
AYests

• 
Training
AYests

• 
CerGﬁcates

• 
FuncGon
DescripGons

• 
Line
Sheets

• 
Brakes
BulleGn

• 
TroubleshooGng
Wizard

• 
Log
Book

• 
Time
RegistraGon

• 
Incident
Handling

• 
Invoices

• 
Taxes

• 
Downpayments

Accounts Payable

Driver Procedures

HR


Past vendor invoice management
Vendor A

Purchaser

A/P Clerk

Vendor B
Legacy
Systems
Vendor C

Vendor Z

Local purchasing (300 users)
Local accountancy (100 users)

30% PO invoices / No action at the source / Lost invoices / Lost discounts / Late payments
Double payments / No accurate accruals / Difficult closings / No visibility into costs / No traceability

Current vendor invoice management
.

Vendor A

Purchasing

.

Purchaser

Warehouse
Accountant
Posting
Solving
Issues

.

.

A/P Clerk

Vendor B

Other…
Mail Room

Purchaser
Logistic Control

Vendor C
Scanning

Data Control

Accountant
Payment

Vendor Z

Record
Management

Central Procurement (100 users)
Financial Shared Services (20 users)

95% PO invoices / Minimal backlog / On-time payments / 70% faster process / Provisioning quality
Transparency into costs / Quality closings / Reporting / Task distribution / Traceability / Paper reduction

Previous drawing management
Fileserver
Fileserver

Fileserver

Public
Database

Fileserver

Qualitydata
base

Fileserver
Fileserver

Fileserver

Inconsistencies / Duplicates / Obsolescence / Inaccuracy…

Current drawing management

Fast / Up-to-date / Accurate / Integrated / Traceable / Auditable

Kiosk with materials catalogue and drawings

Fast / Up-to-date / Accurate / Integrated / To-the-point / Accessible

Previous driver regulations & manuals

12 KG backpack
full of paper
Paper based / Confusing / Duplicates / Inaccuracy / Time consuming…

Current driver regulations & manuals

2 KG
mobile device
Lightweight / Compact / Fast / Up-to-date / To-the-point / Cost effective

Integrated customer billing and ticketing

Convergent
Charging & Billing

Marketing
Digital
Asset

Delivery Confirmation

Accurate / Consolidated / Automated / Flexible / Personalized

Comply with European legislation
The “Entity In Charge of Maintenance” needs to comply with the following prescriptions:

1

It manages the maintenance logbooks for each vehicle which it is registered in
the National Register of Vehicles as “Entity in charge of Maintenance", and
ensures the correct implementation by ensuring that the vehicle is maintained
in accordance with its maintenance backlog and requirements force including the
TSI (Technical Specifications Interoperability);

2

It provides traceability of maintenance operations performed on each vehicle
by managing and keeping up to date maintenance reports for each vehicle;

the lessons
including the data from maintenance,
3 It analyzes to update the learned maintenance logbook adequately; accidents
or incidents
owner's

4

It informs the owner of all restrictions and specific operation conditions of these
cars;

5 It contracts a liability insurance covering sufficient financial risks arising from its
activities.

Comply with European legislations
• 

WMS, Wagon Maintenance Services, is an
entity of workshops, with central coordinating
services, that offers its expertise of Wagon
Maintenance over whole Belgium that combines
high level maintenance studies with the precise
adaptation and registration of the wagon
passport.

• 

SNCB is certified as ECM (Entity In Charge of
Maintenance) with EU id BE-34-2011-0001.

• 

ISO9001 / ISO9000 / ISO9008 / ISO55000


Current customer relations

Unmatched / Inacurracy / Duplicates / Time consuming…

Current intranet portals
CW Mechelen - HR

Mobility train supervision

CW Cuesmes

Technics Traction

Technics Material

…

Holding HR

Sharepoint Shared Drives Fileservers

Portals

Papier

Databases

Inconsistencies / Duplicates / Aging / Inaccuracy…

Enterprise Information Management
Definition, facts, framework, process,
dimensions, inventory, governance and architecture

Enterprise information management (EIM) is an
integrative discipline for structuring, describing
and governing information assets across
organizational and technological boundaries to
improve efficiency, promote transparency and
enable business insight.
http://www.gartner.com/it-glossary/
enterprise-information-management-eim/


Framework
Information
Governance

Information
Quality
Management

Reference &
Master Data
Management

Data
Warehousing &
Business
Intellingence

Structured Data
Management

Unstructured
Data
Management

Information Security

Communication Channels
Portal

Mobile Devices
+ others

ERP
CRM
+ Reporting

EIM Services

Data Stewardship

Information Architecture

Document
Management
System


Process
Input

Process

Output

Structured
ERP/CRM/Legacy

Semi
structured

Portal
Kiosk

Content

Web Content
Role

Unstructured
Documents

Reports

Model

Mobile
Device
Others

Business Intelligence

Others


Dimensions
Sponsoring
IT, adhoc

Business
Culture

Independance

Collaboration

Maturity
Individual Projects

Information Strategy

Data Domains & process
Mystery

Information Inventory


Inventory
Discipline
Information Governance

Process
model

Organisation

Maturity

Technology
N/A

Information Quality Management
Reference & Master Data Management

SAP Master Data Management

Data Warehousing & Business Intellingence

SAP Business Waherouse
SAP Business Intelligence
SAP Business Objects

Structured Data Management

SAP Enterprise Resource Planning
SAP Customer Relationship Mgmt
Legacy Systems

Unstructured Data Management

OT xECM for SAP solutions
OT CCM for SAP Solutions

Metadata Management

Assigner
SAP Identity Management


SAP Portal + OT PSM + OT PCM
SAP Gui
OT xECM for SAP solutions
Mobile devices

Data Stewardship
EIM Services


Governance context
Business strategy, policies & rules, IT constraints & policies

Project requirements
• Drawing Management
• Maintenance documentation
• Purchasing
• Intelligent Driver Assistant
• HR
• CRM complaints handling
• Corporate Communication
• AXI Case Management
• Archiving
• …

EIM Functionalities

EIM Governance
Process optimization
en/of

Legal
en/of

Privacy
en/of

ISO certification
en/of

Intellectual property


Governance model
Business governance
•  Global rules for managing the information
•  Global content model with local degrees of freedom

Change Management

•  Allocation of roles, groups and users

Program governance (steering commitee)

Information
Architecture
• 
• 
• 
• 

Folder structure
Typology
Common meta data model
Autorizations model

•  Coordinate impact of initiatives on program level to
global view

Platform governance
•  Selection criteria and rules about the structure and
management of the platform
•  Interaction / integration with other platforms and
applications

Operational governance
•  Management of roles and groups
Management & update of information model
•  Helpdesk & Quality Control

Communication channels governance
•  Management of roles and groups

IT governance

STABILITY
SUSTAINABILITY
UNIFORMIZATION
STANDARDIZATION

Core Processes

Information architecture
Planning and execution passenger
transport and related Services
Design
Forecast

Maintenance

Rolling
Stock

Rolling Stock

Planning and execution freight transport
en related Services

Sales
Services
and Customer
Management

Support
Processes

Bevoorrading & Aankoop
Supply and Purchasing
Finance Control
Finance & & Controlling
Sustainability Governance, Risk & Compliance
Sustainability & & Governance, Risk & Compliance
ITIT services
services
Human Resources
Human Capital Management
Buildings and installations
Business Intelligence & Enterprise Information Management


Based on Organization

Based on Value Chain
Total of 219 entities
34 B-TC / 34 B-MO / 36 B-EU / 49 B-CS / 23 B-CF / 43 B-F

56 folders per entity

12.264 folders
distributed over 4 levels
Level 1: Business Unit
Level 2: Entity
Level 3-4: Theme
Level 5 – 6 – 7 : Process/project specific

130 folders
distributed over 3 levels
Level1: Domain based on value chain element
Level 2 – 3: Value chain element
Level 3 – 4 – 5: Process/project specific



Portal
Organization

Information Management
Value Chain

B-TC
B-TC.1

B-TC.4

B-TC.9

B-TC.41
B-TC.43

Rollend Materieel
Planning en execution passenger transport.
Planning and execution freight transport…

Portal
Localization

SalesServices and CustomerManagement
Supply and Purchasing
Finance & Control
Sustainability & Governance, Risk…
IT Services
Human Capital Management
Buildings & Installations
Business Intelligence & EIM

Other Media
Function

Portal
Function
Intelligent
Driver
Assistant


Robust and flexible for organizational changes
Shallow and user-friendly structure
Inline structure Portal – SAP – xECM
Relation between structure and homogeneous user groups
Homogeneous use of metadata and classification(s)
Matched to performance (process / people / system)


Summary
ONE Global
Information Reference Model
•  Data / Document(s) & -types
•  Identification & codification
•  Metadata model
•  Folder structure

SAP Integration
•  On masterdata
•  On business processes

Trust & Compliance
•  Reference library
•  Management processes
•  Information security

Standardization
Management model

•  Management of data / documents
•  Publication
•  Communication

•  Distribution lists
•  Role assignment

Recognition
•  House style & Branding
•  Identification

Collaboration
Communication
•  Intern/Extern Portals
•  Mobile devices

•  Transparancy
•  Traceability
•  One version of
the truth

Strategy
Ignition, evolution and ultimate goal

Ignition
Information
Governance

Information
Quality
Management

Reference &
Master Data
Management

Data
Warehousing &
Business
Intellingence

Structured Data
Management

Unstructured
Data
Management

Informatie Security

Portal

Mobile Devices
+ others

ERP
CRM
+ Reporting

EIM Services

Data Stewardship


Document
Management
System


Ignition
§ 

Information Governance
§ 
§ 

§ 

To define rules
To standardize work procedures

§ 
§ 

To define common information models for a unified and efficient use of information

§ 

To manage the lifecycle of information

§ 
§ 

To define the landscape of potential information (such as ERP, CRM, Business Intelligence, ECM)

To define the various sources for the data set (including master data) for uniqueness

Information Quality Management
§ 
§ 

§ 

To define quality KPIs
To ensure information by checking and cleaning up data

Non-Structured Data Management
§ 

Further development of OT xECM for SAP solutions to manage all types of information which may affect
the alignment of information models

§ 

Further integrating business processes with influence on the information models alignment

§ 


§ 

Communication channels
§  Portal developments for all information types to consume which may affect alignment of information models


Evolution

Information
Quality
Management

Reference &
Master Data
Management

Data
Warehousing
& Business
Intellingence

Structured Data
Management

Unstructured
Data
Management

Portal

Mobile Devices
+ others

ERP
CRM
+ Reporting

EIM Services

Data Stewardship

Information
Governance

Document
Management
System


Evolution
§  Reference and Master Data Management
§  To keep important information sources in sync
§  Business Warehousing and Business Intelligence
§  To correctly align data models with ERP, CRM and ECM
§  To deliver relevant reporting and KPIs
§  Communication channels
§  Mobile access
§  Data Stewardship
§  EIM Services


Ultimate goal
IPAD

KIOSK

PORTAL
IDA

“Single Source of the Truth"

Business solutions
§  OpenText Extended ECM for SAP Solutions
§  OpenText Vendor Invoice Management for
SAP Solutions
§  OpenText Customer Communications
7 8
Management for SAP Solutions
§  OpenText Portal Site Management for SAP
Solutions
§  OpenText Portal Content Management for
SAP Solutions
§  OpenText BPM Assure ITSM
§  OpenText Tempobox
§  OpenText AppWorks

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