March 15, 2017

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Katriina Viita & Kim Sørensen, Webtop

Intranet KPIs – Measure your Intranet Success

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Agenda

• Introduction

• Key Performance Indicators – KPIs

• What are your intranet success factors – Work in groups

• KPIs by using SMART - Work in groups

• How to collect and analyze your data?

• Demo of Wizdom Analytics

• Take aways

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Katriina Viita

Project Manager / Consultant

kav@webtop.dk@KatriinaViita

Kim Sørensen

Team lead / Architect

kso@webtop.dk@kimSorensen83DK

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If you don’t measure it,

you can’t improve it.

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Why to measure?

•Prove of achieved goals•Demonstrating value• Future investments•Gain insights of content quality• Engaging site and community managers

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What to measure?

• User satisfaction• Intranet design

• Availability of tools

• Content

• Navigation

• Search experience

• Productivity• Saves time

• Crucial for getting job done

• Stakeholder satisfaction• Strategy implementation

• Project success

• Cost saving• Paper

• Software

• Administration

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Benchmarking

Comparing one’s business processes and performance metrics to industry bests.

Baselining

Initial known value which is used for comparison with

later data.

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Getting started

Be clear about your goal

• Increase employee engagement

• Improve processes

• Drive a one-company culture

Responsibility

• Organization, department or/and individual KPIs

Measure your intranet’s core value and resonate strongly with your stakeholders

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Key Performance Indicator - KPI

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Key Performance Indicator - KPI

• Can be defined by question and theme – following your intranet startegy• Readership: Do users read promoted 3 top articles during publishing week?

• Engagement: Did the article generate discussion among users?

• Satisfaction: How did employees rate the article?

• Define metrics and target• Measured by clicks, comments or ratings

• Target 80%, 1% of readership, or grade average 4/5

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Establishing KPIs

1. Define - how does your intranet success look like?

2. Form your KPIs

3. KPI implementation

4. Collect and analyze data

5. Action – improve!

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Group work5-7 persons per group

Choose one to take notes

Prepare to share key findings from your work

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Warm-up task10 mins

• Start with introduction round • Name, role and a unknown fact about yourself

What are success factors for your intranet?

• “More than 70% will find intranet useful”

• “20% of the users are accessing with mobile”

• “90% of users enter intranet every morning”

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Comments from the group work

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Success Evidence Examples

• Reduced printing costs.

• Employees express satisfaction with the new intranet.

• Reduced time required to submit expenses.

• Employees store documents on the intranet instead of the shared drive.

• Pages load more quickly than the old intranet.

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Measuring your success – form your KPIs

• Take a succeed evidence and add a metric

Metric Examples

• Yearly paper consumption of communication department.

• Quarterly travel expenses for internal meetings.

• Quarterly travel expenses for internal meetings per employee.

• Average employee intranet satisfaction rating (survey).

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Moving forward…

• Refine your list for relevance• Does it really measure the business outcome?

• Do I have the tools to measure it on a regular basis?

• Can we use it to make better decisions?

• Utilize SMART

• Rates, ratios, percentages, and averages for comparison

• The K in KPI is Key = only metrics which provide value

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Group task10 mins

Define 3-5 KPIs in your group

• Success factor

“in 6 months of the launch more than 70% will find intranet useful”

“20% of the users access with mobile”

“90% of users enter intranet every morning (quarterly average)”

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Comments from the group work

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KPI implementation

• Before intranet launch in order to collect data already from the start –not one year later

• Baseline value• Baseline from launch: Take your baseline either from the last month of your

old intranet or the first month of your new intranet. This is usually the easiest data to pull and may be all you have available.

• Baseline against historical average: Look back at 12 weeks of rolling data and take an average.

• Baseline against the same period last year

• Now that you have your baselines, you can set targets for your KPIs

• Report and promote your KPIs; blogs and dashboards

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Collect and analyze your data

• Poll Webpart• Wizdom webpart

• Surveys and online tests• First test round already in implementation phase

• https://da.surveymonkey.com/home/

• Analytics• New Wizdom feature by utilizing machine

collected data

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How often should you measure?

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Key Takeaways

• Without defining your success factors it is impossible to measure your success

• SMART

• Measure to know – something which provides value

• Measure your intranet’s core value and resonate strongly with your stakeholders

NOTE: We will provide you the group work results after this session

(see slides 29-30)

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Group task 1"What are success factors for your intranet?”• Goal to get a new intranet

• 96% feel it is usefull

• The usefullness and value of the intranet should be measureable

• Local value create global value

• Is KPI the right thing to measure

• Focusing on making it more User freindly intranet

• We measure on how many read coporate news

• We do not work actively with KPI's

• New intranet superusers, find it difficilt to optimize the intranet with out any data

• Mobil intranet usage

• Is the intranet the portal to tools in the organisation

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Group task 2“Define 3-5 KPIs in your group”• Er forsiden et validt KPI mål, når det er automatiseret

• 50% have to navigate to another page than the frontpage

• Social interaction

• Mobile usages

• How large % of the organisation is using the project function, to share documents

• 40% of alle emplyees should access the intranet from the mobile within the next year

• Reduce the number of mails with x% within the next year

• 90% reads top three news within a week from the publish date

• Reduce e-mail distribution from management level with 100%

• X % of users access the intranet every day

• Campaign based KPIs - to measure the effect of internal campaigns

• Reduce the number of cases to the support desk based on functional "self-service" pages.

• Ask open questions in surveys.