Childrens Hospital of Philadelphia intranet case study "Tansforming 3 Intranets Into a Mobile Digital Workplace" by Kirsten Culbertson at the Intranet Global Forum in New York City, Oct 23, 2015

1. Transforming 3 Intranets into a
mobile digital workplace
Kirsten Culbertson, The Children’s Hospital of Philadelphia, 2015

2. 2
• Founded in 1855, The Children's Hospital of Philadelphia (CHOP) is the
nation's first hospital devoted exclusively to caring for children.
• Known for innovation, CHOP has fostered medical discoveries that have
improved pediatric healthcare, saving countless children’s lives.
• CHOP leads U.S. News & World Report’s Best Children’s Hospital list
Ranking No. 1 in 6 of 10 specialties and was named the No. 1 Pediatric
Hospital in the U.S. by Parents magazine.
• Today, the Hospital has 430 beds and had more than 1 million outpatient and
inpatient visits last year.
• The institution has a broad network with 77 locations, including primary care
offices, specialty care facilities, and partnerships with continued expansion.
• CHOP has 14,000+ employees focused on the 3-prong mission of clinical
care, education and research.
• CHOP is not-for-profit with fiscal year 2014 revenue of $2.4 billion.
About CHOP

3. 3
Kirsten Culbertson, Manager, Digital Workforce
Strategy, The Children's Hospital of Philadelphia
(CHOP)
Kirsten leads the digital workplace conversation,
identifying the business and technical priorities, while
also driving delivery and adoption of online and
mobile services/tools to support collaboration,
communication, engagement, innovation and
productivity in an effort to drive operational
efficiency within the Hospital system.
Responsible for leading the Intranet, Extranet, and
Enterprise Search business strategies.
Speaker

4. Growth is happening now and is
expected to continue
How can our Intranet best support our
employees as we grow?

5. Challenge #1:
3 separate systems

6. CHOP’s Current Employee Intranet
11. No branding
2. Hub pages = first
attempt at
supporting various
audiences
3. Corporate news &
events
4. Links to applications
5. Policies &
procedures
2
3
1
4

7. Employee Intranet Traffic and Top Pages

8. CHOP’s Team Sites
SharePoint 2007

9. CHOP’s Social Collaboration Pilot
SharePoint 2013

10. Challenge #2:
Diverse employee responsibilities
and working styles

11. Challenge #3:
Multiple devices

12. Challenge #4:
Resistance to Change
• Why are you making it more difficult to get our
jobs done?
• We didn’t ask for this.
• We don’t need Facebook at work.
• Just give us Google.
Translation:
• We don’t understand the need for this change.
• We aren’t convinced of the value.
• We aren’t being heard.

13. Where do we begin?
The @CHOP Vision Statement
Folding all of the most useful information into one,
personalized experience that goes where the employee
goes
The @CHOP network, using SharePoint 2013
technology, will support CHOP’s mission and strategic
goals by increasing productivity, collaboration and
engagement through a one-stop employee portal
solution. A revised user interface and responsive
design will offer access to all Intranet content, social and
collaboration tools, regardless of device, providing
customized content to employees when and how they
need it.

14. Next step? User research.
Ten weeks of research by Think Brownstone identified
the following pain points:
• Too many unnecessary silos of information
• Poor search capability – both for users and for
administrators
• Multiple website user interfaces
• Multiple systems and search tools for IS and Digital
Workforce teams to support
• Limited mobile capability
• Poor document management capability

15. User Research, cont.
Think Brownstone also identified the following
personas:
• Physicians
• Nurses
• Knowledge Worker
• Manual Coordinators
• Support Staff
• CHOPtimizers

16. Wireframes

17. New Home Page = Dashboard
1
1. Global nav
2. Personalization
 Bookmarks
 Documents
3. Newsfeed – both
corporate and
personal
2
3
1
2

18. Community Home Page
1
1. Consistent
community
content types
2. Socialized home
page surfaces
latest activity
3. Intranet pages
4. Quick links
2
3
1
4

19. @CHOP Style Guide

20. @CHOP: Our Future Digital Workplace

21. FY13
FY14
FY15
FY16
• Enterprise Search launches
• Conducted internal visioning sessions to
determine
• Brand and launch @CHOP as social
collaboration pilot
• Offer employees access to Intranet from
home
• Ongoing training and communication to
support adoption
• Hired Think Brownstone to conduct research
• Focus groups, shadowing sessions
• Workflows documented
• @CHOP design comps, wireframes and style guide developed
• Ongoing communication and support for adoption of @CHOP
• Intranet migrates to @CHOP
• @CHOP Re-launch
• Ongoing training and support
• SharePoint 2007 content migration completed
21
Timeline
• @CHOP design implemented using Agile
methodology
• Training needs identified and training developed
• Roadshow campaign to raise awareness
• SharePoint 2007 sites begin migration to @CHOP
• @CHOP sandbox is opened (soft launch)

22. 22
CHOP Intranet Evolution

23. What’s Next?
• Increasing adoption through support and training
• Helping departments improve productivity with tools for:
• Document management
• Project management
• Communication
• Collaboration
• Focus on content ownership and governance
• Support for external collaborators
#1 Surprise: Social collaboration is not what is driving
adoption. What is? Document management.

24. Photo credit: Nathan Benn, Pittsburgh, 1990
Getting Work Done, 1990

25. Photo credit: Kirsten Culbertson, Philadelphia, 2015
Getting Work Done, 2015

26. How Do We Define Success?
• Long term -- Strategy that includes KPIs is critical
• Short term – Use cases
• Classifieds Community
• World Meeting of Families Community
• Comments from users: “We’re on @CHOP
because we’re innovative like that!”

27. Use Case – World Meeting of Families
1. FAQs
2. Discussion Board
for employee
questions
3. One source of
truth
4. Photos of the
long weekend
18,000 unique page
views over a 2-week
period.

28. • Anyone can answer a question
• Best answer can be identified
• Q&A can be stored for others with the
same question
Use Case – Question and Answer Forum

29. • Free office supplies
• Furniture
• Houses
• And more!
Use Case – CHOP Classifieds

30. 30
The Chief Information
Officer has a blog
published monthly
called the CIO
Corner.
Use Case – Senior Leadership BLOG

31. Lessons Learned
1. Establish a strong partnership with IS Department
2. Gain leadership support
• Executives as champions
• Managers and Directors as key
adopters/decision makers
3. Leverage early adopters (you will know you’re
successful when you fade into the background and
the digital workplace takes on a life of its own)
4. Nurture relationships with Community Managers
5. Encourage innovation – let others lead
6. Be flexible. The organization is constantly
changing. So, too, must your vision of your role, your
team’s role and the role of the digital workplace.

32. Final Thought:
Listen, and Keep Listening
The digital workplace is not about technology, or
platforms or eSearch.
It’s about our employees and how they get their work
done.
Until we understand the work that our employees do
each day, the workflows they use to get the work done,
the info they need, and the devices they use to get that
info, we will not be successful in offering a fully realized
digital workplace.

33. Questions?