It’s no secret the BI Community has always struggled with user adoption. According to a study by the The Datawarehousing Institute in 2008, only 24 percent of the potential BI users are using BI solutions. Four years after the City of Cape Town's first SAP BW implementation, BI usage was still low (22%). This was attributed to users’ feedback regarding BI, which ranged from, "The reporting structure on the portal is not intuitive, I can never find my reports", "Those reports are too slow". The COCT BI Team realized that the maxim "Build it and they will come” no longer holds true! This would be the same as putting out a product in the market and hoping for the best. They thus asked themselves "what is the driving force for any business to have a successful product?" This session will thus unpack how they answered this question:- • Developing a product that sells itself is imperative thus visualization and performance ranked high on the list of deliverables. • Product Image. The overall image/packaging of the product was revamped and a new look and feel on the SAP Enterprise Portal was launched, which was more elegant and made finding reports easier. • Marketing & Communication. A marketing strategy was developed by the BI Team in collaboration with the Enterprise Solution Centre Head. • Product endorsement at all levels is critical for any campaign - thus having the buying in from the executive level right down to having champions at the operational level was imperative! • Measurement. Standard Content BI Statistics have been used extensively to not only measure the success of the marketing drive but used to identify user's pain points(i.e. long running reports, frequently used reports, etc.). Key Points Improving user adoption requires dedication! Be prepared to get your hands dirty! Marketing and sponsorship (at all levels) are critical!

1. Premier Partners: Supported by: Produced by:

2. Zimkhita Buwa
SAP BI Consultant, City of
Cape Town (South Africa)
Home-made Remedies for a Well-known
Headache: BI User Adoption

3. QUALITY
Measurement
PRODUCT IMAGE
PRODUCT ENDORSEMENT
Marketing
Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 3

4. City of Cape Town at a Glance
• 10 years old as a Municipality – 300 years as a city!
• 10.58% of SA’s GDP
• Population of 3.71 million in 2010.
• Employs more than 25 000 staff.
• SAP users 15000.
• SAP BI users 3000.

5. City of Cape Town at a Glance
• 2012/2013 budget R30 billion(Over AUD 3 million)
– Capital Budget of R 5.9 billion/ AUD 683 million
– Operating Budget of R24.3 billion/AUD 2.7 billion
• Service delivery sectors are divided into 12 directorates > 59
departments.

6. City of Cape Town at a Glance
• Awarded an “Unqualified Audit” by Auditor
General.
• Named “World’s top travel destination”
• Impact Award for Innovation - Public Sector
(SAP Africa).
• Golden Key Awards for access to information,
2010.

7. Evolution of SAP BI at CCT
SEM
Balance Score Card /
2007
Performance Management / KPI builder and Tracker
Business Planning: Budgeting / Simulation / Modelling
BW
2006
0CCA_C02 0PE_C01 0PCA_C01 ZWBS_C11 Business Warehouse
Human
2003 +
2002 -
Logistics Revenue
R/3
Resources
Real Estate Finance

8. Evolution of SAP BI at CCT
Mobile
MDM Assets for
ISIS (PI) Utilities GRC
CRM
Solution e-
SAP ERP6
Manager Recruitment
SRM Integration RPM (PPM)
Hub
Citizen
Business Internal Portal
PSRM
Warehouse Portal (eExternal
Services)
Strategy BPC
BOBJ
Mng City of Cape
Town External
Portal
TREX / MAXDB
Archiving
MAXDB
Content S

9. Current BI Landscape
Business Objects
BO Development BO Production
BOE XI3.1 SP3.1 BOE XI3.1 SP3.1
Universe/MDX Universe/MDX
BICS/BAPI BICS/BAPI
Intelligence
Business
BW Development BW Production
NW7.30 SPS5.0 NW7.01 SPS5.0
BI Connector BI Connector
Management
Strategy
Source Source
Systems SSM Development SSM Production Systems
SSM7.5 SP6 SSM7.5 SP6

10. What is User Adoption
• How many people (potential BI users) actually use BI and access
the reports it generates, on a regular basis, to help them make
decisions.
• Dependant on a set of on-going processes and procedures that
ensure that users are equipped to get the maximum value from
your organization’s BI infrastructure.
• More than just “training”!
• Maxim “If you build it, they will come”

11. Identifying the Headache
• Activated BI Technical Content /
BI Statistics
• Initially activated for BI
Admin Cockpit for monitoring
process chains.
• Used it for tracking usage
– Front-End and OLAP Statistics

12. LOW USER ADOPTION

13. Identifying the Headache
BI Users = 2754
Average % BI Usage = 22%

14. Identifying the Headache
• User Responses regarding BI:
– Struggle to find reports
V3.5
– Not intuitive
– Don’t know the Balanced
Scorecard methodology
V7.0
– “I don’t trust the data!”
– “Those BI Reports are too slow”

16. 5 Home-made Remedies
Measurement
Product Product
Product Marketing Passion
Endorsement Quality &
Image &
Delivery
Comms

20. Product Image
• Objective: To re-energise the look and feel of BI page on the
portal.
– Scheduled design workshops with relevant stakeholders to provide
input into proposed structure changes.
• Outcome: Slicker Page
– Regrouping and consolidation of Tabs for easier access.
– Migration of reports into one version (version 7).
– Renaming of some reports (easier to identify for end user).

21. Product Image

22. Product Image

23. Product Image

24. Marketing and Communication
• Internal Marketingtwo functions, toFloor). and to market. Marketing connects the
“Every company has only
Drive (ERP innovate
• External Drive: Executiveto make them aware of the benefits of ownership or use.”
company with potential customers Management Team
Peter Drucker
• Quarterly Newsletter.
– Awareness for potential new users and the current
BI community.
– Not shy about marketing BI successes!
• Communiqué on all changes
– New reports/dashboards
– Modifications to reports

25. Marketing and Communication

26. Marketing and Communication

27. Marketing and Communication
BI Reporting Usage January to May 2011(Post New Look and Feel Go-Live)
160
1st Quarterly Newsletter
140
Launch of New Look and Feel
120
HR Delegated Report
100 January
80
February
60
40 March
20
0
M T W T F M T W T F M T W T F M T W T F M T W T F

28. Marketing and Communication
1800 1693
1550
1541
1600 1397
1453
1316
1400 1499 1243
1138
1200
1000 2012
800 654 2011
600
400
200
0
Jan Feb Mar Apr May

29. Product Quality and Delivery
• “I don’t trust the data”
– Streamlining Batch Monitoring
Process.
– Admin Cockpit to view
process chain status.
– Send out Batch email to
functional analysts and key
business users(communication!!)
– Data Reconciliation

30. Product Quality and Service
“Those reports are far too slow”.
• Various Performance Improvement
Mechanisms (caching, DB stats, indexes)
• Implemented BIA
• Results
Area Report Name Original run time - BI-A run time (s) % Improvement
Aggregates(s)
Cost Centre R&M: Actual/Plan/Commitments: Per 355.15 12.35 97%
reporting Cost Element
Cost Centre Actual/Plan/Commitments: Per Cost 389.5 5.55 99%
reporting Element
Profit centre Act/Plan: Rev: Per Period: Subj Cat: 324.1 8.4 97%
accounting Current Year

31. Product Quality and Service
• Visualisation
– Enables the ability to quickly identify performance issues within the organisation.
– Deliver more timely information no more costly manually intensive methods of
disseminating information.
– Extended our customer base (executive level)

32. Product Quality and Service
Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 32

33. Product Quality and Service
Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 33

34. Dashboard Usage
Top BI Dashboard Hits - 2012
1600
1351
1400 1208
1200
No of hits
1000
748
800
600 493
416 372
400 261
200
0
HR SSM C3 Overall C3 Electrical Specialised C3 Notif
City View Directorate Support Electronic Ward & Sub
& Dept Services Radio Council
services

35. Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 35

36. Mastering Business Intelligence with SAP & Mastering SAP BusinessObjects 2012 | 36

37. Product Endorsement
• CIO and ERP Floor Manager
– Endorses BI at all levels.
– Forward thinking and visionaries.
• Executive Buy-in – management level
• Important to have buy in at the operational level
– Functional Analysts who interact directly with the
business.
– Trainer - passionate about BI(presented value of BI in
PM at Mastering SAP PM).
• HR is one of our biggest clients
– HR Strategic Managers endorse BI in the Quarterly
Newsletter.

38. Passion

39. Passion
“When work, commitment, and pleasure all become one
and you reach that deep well where passion lives, nothing
is impossible”….Anonymous
• BI Competency Centre - change management &
marketing are critical to the success of BI
Implementation.
• Improving User Adoption Not once off!
• Requires continuous involvement and
commitment from the BI Team.

40. Success Stories from the Business
• Corporate Works Management Process in PM(Average
Days to Close - Notifications).
• Compilation of 78 statutory National Treasury reports.
• Automation of Financial Dashboard.
• Simplified Capital Expenditure Reporting.
• Saving in Time: Councillor Portfolio Report.

41. Future Initiatives
• Improvement of Performance in other areas.
– Decision on more BIA blades/HANA?
• Improving functionality of product-offering:-
– BI 4.0
– EPM 10 (BPC & SAP Strategy Management 10)
• Reporting Expo
• In-Contact Magazine (organisation-wide
exposure).
• Customer Satisfaction Survey.

42. "Success is the sum of small efforts, repeated day in and day out."
Robert Collier

43. Key Points to Take Home
• “Build it > you build it, they will come” value > They will come”
Maxim “If Communicate it > Show its
• Image is everything!
• Communicate with users.
• Key Business Users endorse BI.
• Be Passionate about BI User Adoption!

45. How to contact me:
Name Zimkhita Buwa
Organisation City of Cape Town
Twitter @zimbuwa
SCN
http://scn.sap.com/people/zimkhita.b
uwa

46. Premier Partners: Supported by: Produced by: