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Good afternoon, my name is Alex Scott and I am the programme manager at Scottish Water responsible for our Information Management programme, and today I am here to talk to you about our journey to improve information management, our intranet and start creating a digital workspace.
But first a little about Scottish Water We are a publicly owned organisation accountable to our regulators, the Scottish Government and ultimately the people of Scotland.
There were two big sources for understanding our requirements: A survey our internal comms team did to understand how our intranet could be improved, and through the gathering of strategic requirements gathered through a series of workshops.
Feedback to our internal comms team highlighted a desire for: Mobile access – be connected Collaboration and be able to talk to each other, make contacts, network Know about current campaigns and initiatives Know about what is going on in SW both in depth and as quick updates A desire to work better together across the organisation, across directorates The aligned well to an aspiration of our business, to be One Scottish Water
I terms of the wider requirements for information management from our workshops (which is what this slide shows) we could see some core components that our intranet needed to deliver, but we could see the broader needs too around management of information, such as retention and sharing of knowledge, searching for and accessing our information, sharing information and collaborating internally and with our supply chain.
Through this work we decided to start our information management journey with the intranet. This would mean that employees would be using a new technology but in a way that is familiar. When it came to moving all our files and folders to Sharepoint it would mean that people had be using Office365 already, maybe without even realising it making the business change activity and the customer experience easier.
So we went from this, our old, tired intranet only available when connected to our network…..
We provided News through What’s on for current initiatives and campaigns, News for stories on recent and current activity, and Features for more detailed reads about certain focus areas. We also made Scotty the front door for all other applications through our tasks and tools feature, a notice board to allow interaction through buying and selling, social or looking for help type requests. Recently advertised vacancies, and our All Company Yammer feed which allows comment on news, requests for help, and praise for work well done. I’ll talk a little more about Yammer in a moment.
Prior to Launch we energised the organisation by having a naming competition for the new intranet, hosting stalls at away days, visiting offices with our Scotty stand, and using pin badges, key rings and decals to spread the brand. One of the biggest wins came through our decision to do a soft launch first. We chose around 200 employees to do a soft launch of Scotty to – this meant that we could get feedback to tweak and improve Scotty, and it meant we had advocates and champions ready to support us for go live.
All company yammer group We had fears about Yammer and were apprehensive about letting employees write anything in an open forum. We discussed this with our partners, Company Net, and they introduced us to Standard Life. They said they’d had similar fears, but they were completely unfounded. Employees are wise enough to know what is and isn’t appropriate. That said we did set up a naughty words list to ensure anything inappropriate was flagged up quickly.
Yammer has brought huge benefits – it has provided visibility of what happens across the organisation that previously wasn’t there. Employees are now learning the huge range of activity that SW undertakes. This video was a highlight, captured by a camera trap set up by our environmental team as part of a wildlife survey, many people in Scottish Water had no idea that we did this kind of thing. It’s just one example, there are posts on a daily basis which surface the breadth of work that SW does from the belong network sponsored by our people directorate, to the work we do with developers, to tunnelling sewers under urban scotland, to the work our operatives do on site to maintain service to our work internationally and in energy management… and the list goes on… but more and more employees are aware of what we do, we break down the silos and get closer to our aspiration to be One Scottish Water.
Our field staff have taken to Yammer really strongly. It enables field teams working in the more remote parts of Scotland to stay in touch, up to date with team activity, share news and info, and bring to life some of the areas they work in such as this post from Andrew. There are other examples too of field staff helping each other across scotland: a recent example is a member of staff working in the islands asking for help fixing a non standard pump. A member of staff in the south responded explaining how to fix it and also sending the tool needed to fix it. Since SW organises itself by operational area the previously would never have happened and the two staff members would never have talked. It’s simple things like this that help us work more effectively and in small ways provide better customer service.
This is Scotty by the way, he’s a scottish terrier dog. We’ve used or intranet to engage employees better, communicating complicated policies in fun ways with musical videos. Previously, we had limited opportunity to communicate by video, but video is now available across devices (laptops and mobiles). We have used it for loads of different purposes like how to explainer videos, a short tour of a WWTW and day in the life of field staff, sharing the breakthrough of tunnel boring machines, and quick updates from directors.
Our employees have really taken to the new tools and the broader Office365 platform and are finding their own ways to do their jobs more effectively. This set us up for the bigger core aspect of our information management work – getting all our data on Sharepoint.
We’re not moving all our data and are working team by team through Scottish Water to tidy up our data. Were doing this by focussing on Deduplicate, delete, archive. This means that the data we do move to sharepoint is current.
The introduction to Office366 has enabled some of our more tech savvy colleagues to find new and more efficient ways to do their work. For example, using tools such as Powerapps, Forms and Flow processes are being improved. We have created a Places Search App to give employees an easy introduction to PowerApps – this is now available on mobile phones so is actually more useful to people when they are out and about trying to locate our assets, but we’ve linked it to our Green Travel agenda and included buttons to get directions by public transport or bike to encourage people away from cars. Our security incident report is now a Form, again making it available on mobiles, and allowing collegue to report any security issues they observe or have suffered (such as materials stolen from site, or the loss of an ID card).
In summary, we’ve moved from dated technology with limited functionality, to provide new engaging and collaborative tools which help bring employees together, work more efficiently and serve our customers better. We’ve done a lot…. but for us this there is so much more potential to realise and this is just the start…
Information management and the intranet — Alex Scott
About Scottish Water
publicly owned 2.5 million domestic customers 218,000 businesses
4000 staff ¾ are field based 29,000 miles of water pipes
31,000 miles of sewer pipes 1.3 billion litres of drinking water
920 million litres of waste water 238 WTW and 1834 WWTW about £1 a day
What did our employees need?