Since 2003, Emakina has successfully deployed many communication portals for the STIB/MIVB and its 6.500 employees., It's time to share our expertise through real live cases and proven best practices. Representatives from STIB/MIVB will explain their own experience with the SAP Portal NetWeaver platform.

1. MIVB
STIB
Portal @ STIB
Boost your Intranet

2. Who is STIB/MIVB ?
6200 employees
– 3000 drivers
– 1600 technical workers
– 1600 employees
Contract by objectives with Brussels region
– Quality of services, production in Kilometers, financial objectives
Company’s strategic plan
– Key Performance Indicators per department
– Management by responsabilities
IT departement
– ERP ( FI,CO,MM,SD,PM,CRM,BW,EP)
– Plenty of decentralised applications
– Several business applications ( Planification, Dispatch, trafic management)
– 70 staff IT from which 15 SAP and 3 Portal team

3. Business initiatives
Definition of a new approach for the enterprise portal
– Analysis of current intranet
– Company survey and traffic analysis
– Department meetings
– Technical analysis
– Organisational analysis
Selection of a E-business platform to support future developments
Definition of a roadmap on 3 years

4. The foundations of the new portal
Business
– Evaluation of all potential services against company’s business
objectives
Improve human resource management
Improve customer level of service (keep promises)
Improve productivity
Decrease costs
– Identification of high value services to be implemented first

5. Top value services
Popularity
5 News corporate + dpt Organigramme + Annuaire
News corporate + dpt Organigramme + Annuaire
Portail conducteur Indicateurs
Portail conducteur Indicateurs
Legend
Info lignes
Info lignes
Current CIT Info desk
Current CIT Info desk
Ordres de services
Ordres de services
Revamp Gestion des plaintes
Revamp Gestion des plaintes
Gestion documentaire
Gestion documentaire
New
New
Gestion des dossiers
Gestion des dossiers Gestion arrêts
4 Gestion arrêts
Formations
Formations
Gestion des emplacements
Gestion des emplacements Gestion projets stratégiques
Gestion projets stratégiques
Places vacantes
Places vacantes
Employee self-service
Employee self-service
Agences commerciales
Agences commerciales
Guide d’accueil
Guide d’accueil
E-Procurement (achats)
E-Procurement (achats)
3 4 5
Added Value

6. The foundations of the new portal
Functionally
– The portal must be a “passage obligé”
It must contain a killing application
– Metro driver “Service sheet”
– Station agent Declaration of maintenance notification
– Employees E-HR (time management, appraisal, who’s who)
– …
– The portal integrates a profiling by department and type of work
Driver Station agent
Drive supervisor Station manager

7. The foundations of the new portal
Functionally
– The portal integrates all business applications
SAP applications ( PM, BW, HR,ESS…)
Non SAP applications
– All business logic remains in Business Applications (ERP)
– The portal takes care of the presentation
Special attention is given to usability and design
– The portal mixes
Structured and unstructured data
Communication items and applicative information
– An easy authentication process
Single login
Authentication via badges
– A multi channels approach
Access via company PC
Access via bornes interactives
Access via extranet
– Use of Content and Document management tools

8. Evolution
New STIB
Electronic
Structure
Process
per Worfklows
Vs
department
paper
Portail@STIB
Personalization Security
Public
Public Intranet
Intranet
Folders
Folders
General access
Document
To Search
management
Applications
Content Management

9. Roadmap
Nbr of users
9. Technical workers
6000 9. Technical workers
8. Reporting
8. Reporting
7. Communication portal
7. Communication portal
3600
6. All drivers
6. All drivers
1100
5. E-HR
5. E-HR
300
4. Station Agents
4. Station Agents
150
3. Métro drivers
3. Métro drivers
2. Proof of concept
2. Proof of concept
1. Portal Strategy
1. Portal Strategy
2002 2003 2004 2005 2006 2007

10. Metro Drivers
Simplify the process for taking a service
– The driver can take his service from multiple locations (home or bornes)
– He has a direct access to his service and all relevant informations for
his trip ( info ligne, ordre de service….)
– He prints his planchette and off he goes
Improve communication towards the driver
– He receives professional mails
– He sees latest news about company’s performance
– He can book his vacations
– He can send a memo to his manager and give some feedback about
his trip
– The portal becomes a new channel of information between the agent
and the company

11. Metro Drivers
Authentication et personalization
– The authentication is done with a badge
– Through the eventing system, the portal collects all information for the
driver’s service and creates the I-views
Welcome message in his language
Identify his service for the day and the week
Prepare his planchette
Give key information regarding his ligne
Provide him with company news, forms, avis au personnel
Wish him a good trip
The portal integrates several business applications
– We use the concept of the web service for the planchette.
Usability
– We used to call it « the fisherprice portal »

12. In reality

13. Communication portal: Intranet pains
Intranet is not much visited and often unknown
The intranet is composed of several non business services which
do not contribute in achieving company’s business objectives
Very little evolution over the years
No personalization, no clear content structure
Lack of communication in the company
– Between Management and Agents
– Between Departments
The departments do not play an active role in maintaining the
intranet
No graphical harmony

14. Communication Portal
Content management :
structured content (by
type of resource, by dept)
Graphical Guidelines
Wizard for content
publishing
Mix News /Statical pages
Search engine
Security: each content
has its own
authorizations
Interactivity (limited) -
Polls

15. Communication Portal: next steps
Communities
More interactivity/collaboration tools

16. Communication Portal: ROI
Time saved:
– More structured Information => easier to find
– Ergonomy
– Access from home
– Information easier to publish
Print and distribution cost reduction
– Non printable documents
Pay back : 2,2 years

17. Communication Portal:
Key success factors
Each direction must be envolved in content publishing
Frequent update
Relevant content
No parallel channels

18. Top value services: Status Nov-2006
Popularity
5 News corporate + dpt Organigramme + Annuaire
News corporate + dpt Organigramme + Annuaire
Portail conducteur Indicateurs
Portail conducteur Indicateurs
Legend
Info lignes
Info lignes
Productive CIT Info desk
Productive CIT Info desk
Ordres de services
Ordres de services
Ongoing Gestion des plaintes
Ongoing Gestion des plaintes
Gestion documentaire
Gestion documentaire
2007
2007
Gestion des dossiers
Gestion des dossiers Gestion arrêts
4 Gestion arrêts
Formations
Formations
Gestion des emplacements
Gestion des emplacements Gestion projets stratégiques
Gestion projets stratégiques
Places vacantes
Places vacantes
Employee self-service
Employee self-service
Agences commerciales
Agences commerciales
Guide d’accueil
Guide d’accueil
E-Procurement (achats)
E-Procurement (achats)
3 4 5
Added Value

19. Lessons learned
The approach of the « killing application »
Understanding of the concept of business roles (I want my portal)
– Metro drivers, driver’s supervisors…
Openness of SAP Portal to
– external applications ( planchette, ordres de services…)
– external HW (badge)
Importance of change management
– User training
– Support of internal communication department
Power of the eventing system in the portal
Mix applicative and communication contents to increase value
Quality of the look and feel

20. Technical Architecture
LDAP
Sorties
véhicules
BW
Driver
Carte Agent
Roulements Station
Gestion
Employee SAP R/3
conducteurs
PM
HR
KM
Ordres de
service
SAP Enterprise Portal

21. RoadMap Internet
Nbr of Visits
500K
5. B2C
5. B2C
400K
4. B2B
4. B2B
3. Content management
3. Content management
300K
2. Proof of
2. Proof of
concept
concept
1. Internet Strategy
1. Internet Strategy
2006 2007 2008 2009

22. Netweaver 2004s for Internet
External facing portal (light page elements)
Customizable navigation
Alias
Browsers compatibility
Performance: highly improved thanks to caching

23. Conclusions
Thanks for your attention
Please do not hesitate to address your questions
We would love to multiply these business cases with you !
Denis Steisel François Constant
Emakina STIB/MIVB
02/400.4007 02/515.22.04
dst@emakina.com constantf@stib.irisnet.be