Websphere Portal and Lotus Web Content Management adoption and Project best practices at the Royal Bank of Scotland Group

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1 Websphere Portal and Lotus Web Content Management adoption and Project best practices at the Royal Bank of Scotland Group Websphere User Group, 28 th September 2010 Author: Date: Version: Purpose: Simon Stone 24 th September For information only Make it happen

2 Agenda Background An Introduction to the RBSG Portal Adoption Programme Portal: Why now for RBS? Our Portal Journey Our Projects The Portal Operating Model Best Practice Approach Why do we need it? Defined At the heart of change Governance, Control & Flexibility? The Change Lifecycles & Workflows Other Considerations Project focus - The RBS Group Intranet Portal Background Personalised News Demo Category Select Workflow Demo The Vision for the Group Intranet Portal 2 2

3 Portal: Why Now for RBS? To Optimise the way we engage with our Customers & Staff To Realise the potential of our existing Technology To Build value added capability To Drive greater organisational efficiency To Support Restructuring, Re-building and Recovery To Enable us to respond quickly to an ever changing banking climate To Deliver an Exceptional Web Experience 3 3

4 Our Portal Journey Capability Define Build Embed Evolve 4 4

5 Our Projects Capability Define Build Embed Evolve Portal Adoption Group Intranet Portal Corporate Portal Retail Portal Citizens Commercial Portal RBS.COM Portal 5 5

6 The Portal Operating Model Best Practice So why did we decide to define a specific operating model for Portal? To support cross functional development To provide scalable change control, appropriate to the risk To deliver greater flexibility & improved time to market To provide greater visibility of change To support the diversity of stakeholder interests To deliver certainty of change To allow us to build and evolve capability 6 6

7 The RBS Portal Operating Models - Defined The Business Operating Model (BOM) is the governance and control process for business change events associated with the management and administration of content, configuration and web design. The Technology Operating Model (TOM) is the governance and control process for technology change events associated with the management and administration of code, configuration and application design. The Portal Operating Model (POM) is the governance and control process for managing change to Portal and WCM artefacts by both the Business & Technology. 7 7

8 Portal Operating Model At the heart of change 8 8

9 Governance, Control & Flexibility? Work Reception - Demand Change Gatekeeper - Governance Workflows Control & Risk Management Change Management - Control & Risk Management Standards Enables Cross Functional Working The Cross functional team Delivers Flexibility 9 9

10 The Change Lifecycles 10 10

11 Change & Release Management The Portal Operating Model defines clear demarkation and ownership of content, web design and development artefacts which guide the change & release management lifecycles: Change All changes (Demand) Business Owned Change Technology Owned Change Change Description Generic content change follows Business Operating Model All other Web design and development change projects need: approval through the Portal Governance Board (by Portal) to follow the Portal Operating Model Web content and design changes and processes are owned and managed by business All change approval managed through workflow Technical standards check via workflow required on all high risk design changes Co-ordinated with any development changes by cross functional team Changes mastered in content & design authoring environment in production Changes verified in verification environment in production Changes delivered through syndication Web development changes and processes are owned and managed by the Technology function. All technology change approval, including standards compliance managed through an appropriate change management process. Changes delivered through release cycles Co-ordinated with any web content and design changes by cross functional team. Changes mastered and tested in dedicated development environment Changes delivered to production through a scripted release deployment process 11 11

12 The Workflow Types Workflow Type Straight through Fixed Category Select Limited Category Select Workflow Select Business Standards Check Technical Standards Check Workflow Description Authored by Content SME Defined type of content change Not authored by Content SME Possibly devolved authoring Requires Content SME Approval Generic content change associated with one or more taxonomy category Not authored by Content SME Possibly devolved authoring Requires Taxonomy Category owner(s) Approval Same as category select but associated with a specific content type Limited to specific taxonomy categories Not specifically a workflow, but an authoring template choice Local or Portal Design Change Requires Portal Business Design Authority Approval Local or Portal Technical Change Requires Portal Technical Design Authority Approval 12 12

13 Low risk content (straight-through publishing) Approved Content Change Draft Content Change Preview & Verify Publish 13 13

14 High Risk Content (Content Driven Workflow) Approved Content Content Content Change(s) Draft Content Change Fixed Workflow for Content Approval Content Type? Category Select Limited Select Preview & Verify No Approved? Workflow Select Yes 14 Publish 14

15 Low Risk Design (Business Standards Driven) Approved Design Change Draft Design Change Workflow for Design Approval Business Standards Check Preview & Verify Approved No Yes Associated Content Change 15 Publish 15

16 High Risk Design (Business\Technical Standards Driven) Approved Design Change(s) Draft Design Change(s) Business Standards Check Technical Standards Check Performance Proving Required Workflow for Design Approval Execute performance Proving Associated Content 16Change Preview & Verify Approved Yes Publish No 16

17 Low Risk Development (Technical Standards Driven) Approved Development Change Develop Artefact Change Management Approval Technical Standards Check Functional Testing/ Performance Proving Non- Functional Testing? Yes No Schedule Change Promote Change Schedule into High-Risk Iteration Associated Content & Design 17 Change Publish Change 17

18 High Risk Development (Technical Standards Driven) Approved Development Change(s) Develop Artefacts Release Iteration Pipeline Release Management Approval Technical Standards Check Functional Testing/ Performance Proving Non-Functional Testing Schedule Release Iteration Promote Changes Associated Content & Design 18 Change Publish Changes 18

19 Other Considerations Clearly Scope each Portal Domain & its overall context Understand ownership of Business & Technology Portal Roles Define the change lifecycle delivery approaches Incremental Iterative Waterfall Other Understand the user journey Current Future Understand whose driving Understand the Vision 19 19

20 The RBS Group Intranet Portal - Background Business Stakeholders Group Director, Communications Divisional Communications Directors Divisional Intranet Managers Target Scope All Staff Content and Applications Globally Integration with Global HR and Security solutions Content and Application Security & Personalisation Integration with Staff Collaboration tools Integration with other relevant Portals 20 20

21 The RBS Group Intranet Portal - Approach Delivery Approach Iterative releases Incremental content, web design and low risk development changes Iteration 0 Scope Deliver Base capability HR & Security integration, base design & development capability Test\Refine Portal Operating Model Iteration 1 Scope Deliver Core capability Core design & development capability Deliver Core content Subsequent Iterations Build Capability Build\Migrate Content 21 21

22 The RBS Group Intranet Portal Personalised News In this demo I'll be covering an overview of: The Group Intranet Portal Information Architecture The Group Intranet Portal Landing Page The News Template Content Personalistion at RBS 22 22

23 23 23

24 The RBS Group Intranet Portal Personalised News 24 24

25 The RBS Group Intranet Portal Workflow Demo In this demo I'll be covering an overview of: The Category Select Workflow Preview in Context Approval\Rejection 25 25

26 The RBS Group Intranet Portal Category Select Workflow 26 26

27 The RBS Group Intranet Portal The Vision Japanese Proverb: Vision without action is a daydream; action without Vision is a nightmare The RBS Group Intranet Portal Vision Statement: Use of the RBS Group Intranet is encouraged to enable staff to better achieve our goals. We should examine all internal process, collaboration tools, and traditional paper based communication to determine value-added applications of the intranet. The focus of this effort is to make it easier for staff to find, and immediately use, the information and tools they need to do their jobs and serve our customers. What it might look like when we get there: The RBS Group intranet Portal becomes a seamless part of our staffs working day. All staff are connected, business partners are connected and all communication, work flow and process are made easier and quicker through well-designed, simple to use and fully integrated web sites

28 The RBS Group Intranet Portal The Vision The Journey Instant Messaging Workflow Intranet on the Internet Enterprise 2.0 Enterprise Social Networks Application Integration Intelligent Search Personalisation & Customisation Wiki's & Bloggs Cloud Ratings & Feedback Mobile Support 28 28

29 In Summary Background An Introduction to the RBSG Portal Adoption Programme Portal: Why now for RBS? Our Portal Journey Our Projects The Portal Operating Model Best Practice Approach Why do we need it? Defined At the heart of change Governance, Control & Flexibility? The Change Lifecycles & Workflows Other Considerations Project focus - The RBS Group Intranet Portal Background Personalised News Demo Category Select Workflow Demo The Vision for the Group Intranet Portal 29 29

30 Q&A 30 30

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