CASE STUDY
AN ENTERPRISE KNOWLEDGE AND EMPLOYEE SUPPORT BASE FOR A FTSE 100 COMPANY
Customer Profile
Experian
The Business Problem?
Experian engaged id-live to provide a solution that allowed their employees across the world
to access an existing knowledge base that provided guidance to employees on company
policies and processes.
The solution needed to address the business problem of company headquarters
geographically spread across the world, and users from each region needed to be able to
access information relevant to them in a straightforward manner.
Functionality to facilitate Experian’s ‘Busting Bureaucracy’ initiative was also required,
where policy and process ideas could easily be submitted by users and retrieved by
administrators.
Website
www.experian.co.uk
Industry
Business services
FTSE 100 company
17,000 employees across
premises internationally
Our Solution
Our solution utilized the Search capabilities of
SharePoint 2010 to provide an interface for
the Experian How Do I site.
Pages for each process are created by the user
and stored in the intranet. id-live used
Managed Metadata to maintain a Tag system
for process pages. A custom search page
allows users of the solution to locate the
information they need quickly and easily. A
workflow was designed to assist the review
and publishing processes of the pages.
Functionality was provisioned for quick and
easy access to KPI reports, available to How Do
I administrators.
Our Approach
id-live provided project management, development and business analysis resources for the
How Do I project. Our business analysis resources worked closely with Experian project
representatives to understand the scope and requirements of the solution, and to consult
with Experian to discover the most effective method for the solution.
The development team worked to build the solution, deploying features to a dedicated user
acceptance testing (UAT) environment, available to Experian, allowing Experian to monitor
the development of the solution and experience transparency in the development process.
The project was managed using Agile with daily sprint calls used as the primary
communication method between id-live and the Experian project team with weekly
meetings with Experian to ensure the progress of the project was always moving in the
direction that Experian had expected.
Intelligent Decisioning Ltd
Strelley Hall
Main Street
Strelley Village
Nottinghamshire
NG8 6PE
0845 643 9726
www.id-live.com
CASE STUDY
Selected Features
Process Page
Approval Workflow
The process pages of the How Do I solution hold the
information that is most valuable to users of the site.
An approval workflow was developed to facilitate the review
and approval processes of pages created in the How Do I site.
The Process Page displays a description of the process. Process
information including the relevant Region, Tags and the
Process Owner user is shown to the right of the page. Client
side code returns articles with the same Process Category in
the Related Processes section.
The approval workflow controls the approval of How Do I
content and notifies designated users when content has been
added that requires their approval.
Users are able to create pages and self-submit pages for
approval. The Tags functionality of the site facilitates a
structure for content approvers to be assigned at each process
category level.
Bureaucracy Busting
A submission form for the Bureaucracy Busting initiative was
developed to allow simple feedback to be given by users of the
How Do I site on the processes and policies of the company.
Data sent via the form is stored in a SharePoint list.
Process Page
If the process has an associated action, task or document, a
link to this is given. When the user clicks this link, a new
window is opened and the instance of the click is recorded in
a list. If the user has clicked the process link and has not left
feedback on the page via the ‘Rate this page’ feature, they are
prompted to do so on their next visit to the page.
Bureaucracy Busting
About Intelligent Decisioning
id-live is an agile, dynamic, Microsoft Gold Partner. Experts in Microsoft SharePoint, we specialise in delivering innovative
collaboration, business intelligence, customer relationship management and workflow solutions.
We can provide the skills, resources and expertise to allow your business to introduce SharePoint correctly, strengthen your
SharePoint development team, build innovative SharePoint applications and drive more business value from the SharePoint
investments you have already made.
We understand the benefits of building long term relationships and we strive to become a trusted "technology partner" to our
customers, delivering high quality solutions that will transform the business and deliver demonstrable business value.