Lessons learned from the implementation and roll out of an information management programme. Description of the problem, identification of solutions and plans are compared with how it all played out in reality. Numerous lessons related to the three defined phases are shared; Define Solution, Develop plans and Implementation of the resulting roadmap.

1. Information Management Programme
Dos and Don’ts

2. EUMETSAT
Mission
 Monitoring weather and climate from
space
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
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24/7 hours a day, 365 days a year
International organisation
26 member states
500 employees
30+ nationalities
Darmstadt, Germany
Slide 2

3. agenda
Starting point
What did we do
What was the outcome
Challenges
Dos & Don’ts
Phase 2
Some things to consider before starting …
Slide 3

4. some definitions
 Information
 A recorded conversation
 Information Management - IM
 IM is the collection and management of information from one or more
sources and the distribution of that information to one or more
audiences
 Activities: capture, create, organize, preserve, store, distribute and
destroy information
 Purpose of IM
 Provide the right information to the right people at the right time
 Programme
 A set of related activities or projects with the objective to improving an
organization's performance.
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5. which problems did we want to solve? (2)
 Poor integration between intranet and Document Management
 No integration between email and Document Management
 Uncontrolled growth of storage space (TB)
WCMS
File System
Email
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DMS

6. ecm study time line
Ph 1 - Define solution
Ph 2 - Develop plans
Implement
1-Jan-08
01/09/2007
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1-Jan-09

7. plan vs reality
Ph 1 - Define solution
Ph 2 - Define option
Implement
1-Jan-08
1-Jan-09
1-Jan-10
1-Jan-11
1-Jan-12
01/09/2007
01/06/2012
Ph 1 - Define solution
Ph 2 - Develop plans
Implement …
1-Jan-08
Slide 7
01/09/2007
1-Jan-09
1-Jan-10
1-Jan-11
1-Jan-12
01/06/2012

8. where are we?
Ph 1 - Define solution
Ph 2 - Develop plans
1-Jan-08
01/09/2007
Slide 8
1-Jan-09
Implement …
1-Jan-10
1-Jan-11
1-Jan-12
01/06/2012

9. phase 1 - what did we do?
 Survey of current information and systems
 Identify options to better integrate current systems
 Select a solution
 Conducted by external consultant
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10. phase 1 - findings
 Information is difficult to find
 Information is not organised for search and navigation;
 Duplication of information
 Organisational risks
 Unclear or non-existent policies and procedures on handling, archiving,
and retaining information
 Process inefficiencies
 Costs associated with IM are overlooked;
 Paper storage occupies space and requires special protection
 The study’s conclusion
 No need to further integrate the systems at this point in time
 Instead focus on information management policies and guidelines
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11. Dos and Don’ts (1)
Ph 1 - Define solution
Ph 2 - Develop plans
Implement …
1-Jan-08
1-Jan-09
1-Jan-10
01/09/2007
Challenges
Go ahead with next phase
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1-Jan-11
1-Jan-12
01/06/2012
Dos and Don’t
Engage external expertise if not available inhouse
Understand underlying causes for resistance

12. where are we?
Ph 1 - Define solution
Ph 2 - Develop plans
1-Jan-08
01/09/2007
Slide 12
1-Jan-09
Implement …
1-Jan-10
1-Jan-11
1-Jan-12
01/06/2012

13. phase 2 - what did we do?
 Definition of Information types
 Organisation wide file plan
 Combination of organisation, product and function
 Electronic Workflow Specification
 Information Management Roadmap
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14. phase 2 – how was it done?
Steering Committee
Project Manager
Project Support
Inhouse
External
IO Ref Group
IO Team
“User Group”
Core team
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15. Dos and Don’ts (2)
Ph 1 - Define solution
Ph 2 - Develop plans
1-Jan-08
1-Jan-09
Implement …
1-Jan-10
01/09/2007
1-Jan-11
1-Jan-12
01/06/2012
Challenges
Dos and Don’ts
Involvement by
organisation
Define project organisation before starting
Define tasks and responsibilities clearly before starting
Ensure line management understands the activity, effort
required and their involvement
Ensure participants understand the purpose and scope of
their tasks
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16. Dos and Don’ts (3)
Ph 1 - Define solution
Ph 2 - Develop plans
1-Jan-08
1-Jan-09
Implement …
1-Jan-10
01/09/2007
1-Jan-11
1-Jan-12
01/06/2012
Challenges
Dos and Don’ts
Work by committee
Organisation culture
Cross-organisational and cross-functional representation
Balance large/small project team with involvement/pace
Work for a climate of openness and pragmatism
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17. Dos and Don’ts (4)
Ph 1 - Define solution
Ph 2 - Develop plans
1-Jan-08
1-Jan-09
Implement …
1-Jan-10
01/09/2007
1-Jan-11
1-Jan-12
01/06/2012
Challenges
Dos and Don’ts
Competence/skills
Decision making
Mgmt support
Ensure participants have sufficient skills
Provide and schedule in training if needed
Define decision points and criteria before starting
Ensure that decisions at lower level have management
backing
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18. where are we?
Ph 1 - Define solution
Ph 2 - Develop plans
1-Jan-08
01/09/2007
Slide 18
1-Jan-09
Implement …
1-Jan-10
1-Jan-11
1-Jan-12
01/06/2012

19. im programme - approach
 Establish IM governance & support structure
 Gap Analysis
 Analyse As Is situation, define To Be situation, identify gap, define
activities to close gap
 Build on existing knowledge
 Identify good practice, develop common policies - no green field
approach
 Change Management and Training throughout all activities
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20. governance structure
Management Board
IM Governance Group
IM
User Group
Slide 20
IM
Expert Group
System
Support

21. im programme - portfolio of activities

Information Management Policies & Documentation

Information Management Infrastructure and Integrations

Document Management Tool Implementation

Electronic Workflow Pilot for Documents

Collaboration Pilot and Roll-out

Web Content Management Tool Implementation

Enterprise Search

Mail Registration
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22. im programme - schedule
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23. Dos and Don’ts (5)
Ph 1 - Define solution
Ph 2 - Develop plans
Implement …
1-Jan-08
01/09/2007
Challenges
Governance structure
Governance members
Mgmt resistance
Trust/confidence
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1-Jan-09
1-Jan-10
1-Jan-11
Dos and Don’ts
1-Jan-12
01/06/2012
Find a sponsor high enough up in the organisation
Define Governance and responsibilities
Define balance involvement/hands-off
Build trust with involved management
Build credibility throughout the organisation
Educate at all levels
All involved need to understand IM concepts
Get buy in from the organisation

24. some things to consider before you start …
 Is it even worth the the effort and cost to start managing
information more systematically?
 Is it wise to try to convince your organisation to focus on IM?
 How would you persuade your organisation?
 How much would make sense to include?
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25. what ever you do, it’s gonna be a bumpy ride …
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