Considerable research was conducted to understand the staff and business challenges, priorities and objectives. This involved a combination of 40 group workshops and one-on-one sessions with 130 staff from different locations and across varied role types.
We had a user-centred approach to designing and testing the new interface to ensure it worked for client-facing staff in the required manner, gathering feedback from over 20 testers. We continually engaged key stakeholders to validate what was being proposed and the direction, including our Executive Leadership and Business Systems teams.
We were impressed with Elcom, having worked with them for several years to build and enhance our website
, and chose them as our intranet vendor. Throughout the 3-month project implementation phase, they provided us with detailed guidance, as well as publisher and administrator training.
Our intranet, The Hub, has a new design that accurately reflects our brand and culture. The navigation is topic based, to make it easier for staff to find contextual information. Each program and service, such as Child and Family services, has a dedicated area with relevant information, tools and resources to help staff service their clients and for others to learn about what they do.
The ‘alert’ feature enables urgent communications to be shared instantly, which has been integral during the COVID-19 pandemic. All other content can also be published easily by our Publisher Support Network who keeps their team’s pages updated.
The Hub is our ‘enterprise front door’ to multiple systems and data sources, providing quick access to existing knowledge and information, and without having to duplicate content or create functionality overlap. Along with quick links to external systems staff frequently use, a live feed is pulled from external suppliers' interfaces that displays the latest career opportunities and media news on our homepage. Staff Directory data is also sourced from our contacts database, to keep staff details up to date and to remove staff who have left.
To encourage involvement in the many events we run relating to client activities, forum presentations or for internal staff, all staff can now promote their events by submitting an online form. This triggers a workflow requesting approval and once approved, the event appears on the homepage events calendar.
Our Office Locator is a valuable tool for assisting our highly mobile workforce who often travel between locations. It provides detailed information about each office location, from all the meeting rooms available for meetings, to the key contacts and parking options.