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ACT Chief Minister's Department
Assistance in the development of a new ACT all-of-Government policy on content management systems. In this project, our role was to provide specialist (vendor-neutral) marketplace knowledge.
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ACT Health
Review of both the existing intranets and websites, leading to the development of a
strategic roadmap for the establishment of a new
corporate intranet.
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AMP
Support for the intranet team during their ongoing efforts to enhance and redevelop AMP's corporate intranet. In taking on a mentoring role, we provided an external source of ideas and approaches, as well as introducing new usability and information architecture techniques into the team.
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AusIndustry
Review of content management and publishing processes, to identify ways of improving training and
other support for intranet authors.
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Austrade
Listed on a 3-year panel arrangement with Austrade, to provide usability and research services.
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Australian Film Commission
Mentored the intranet manager at key stages throughout the creation of a new intranet for the merged
organisation. This included advising on the initial scope of the intranet, and the design of the homepage.
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Australian Government Information Management Office (AGIMO)
Commissioned by AGIMO (formerly known as NOIE) to develop four of the new
Better Practice Checklists, covering content management systems, intranets and search. We also reviewed or revised a number of other checklists.
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Australian Health Service Alliance
Worked with AHSA, a company that represents 24 of the 43 Registered Private Health Funds across Australia, to help them select a new CMS for their public website. This focused on identifying and documenting business requirements, as well as providing a short-list of potential CMS vendors.
"Choosing the right CMS was a challenge. With time and budget constraints, we felt that it was best for us to get professional advice to help us to procure the best CMS for our website redevelopment.
"Getting James to help identify the company's requirements and restraints helped us to fast track the process. His vast and unbiased knowledge of CMS products provided invaluable mentoring experience to us. We were able to assess the vendors according to our business requirements rather than what the products can offer.
"The whitepapers published by Step Two also provided us with systematic tools to apply at strategic points during the course of the CMS selection process. All these helped us to achieve our target and we were able to select our CMS on time and pleasingly within budget."
Chris Poon, Australian Health Service Alliance (AHSA)
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Australian National University
Conducted user and stakeholder research to support the development of a new website strategy,
including mentoring to the project team.
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Australian Volunteers International
A non-profit organisation, Australian Volunteers International called on our vendor-neutral advice when selecting a content management system.
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BHP Billiton
Assisted BHP Billiton to select a new content management system for the main corporate website, to replace the existing platform. This involved documenting business requirements, providing a short-list of potential solutions and facilitating vendor demonstrations.
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Blake Dawson
Assisted the requirements gathering and customisation of a document management system for Blake Dawson. This involved understanding deficiencies within current systems, evaluating off-the-shelf solutions and usability testing.
Also assisted with the selection of a new content management system, including developing business requirements and providing a short-list of potentially suitable products.
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BlueScope Steel
Provided mentoring to the intranet team, including the use of the 6x2 methodology to identify
a six month plan for intranet improvements.
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BreastScreen Victoria
Conducted a review to identify the staff and business needs for an intranet. This was used to develop an intranet strategy and the scope for the initial launch. Also assisted BreastScreen Victoria in the
selection of a content management system.
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Caloundra City Council
Conducted a comprehensive review of the Council's business environment and staff needs, as the basis
for the development of a new corporate intranet. Also supported a similar review of the Council's
websites.
In addition to the intranet and website work, we conducted a usability review of the classification
scheme for a new document management (EDMS) system being deployed (see the
case study for full details).
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Caltex Australia
Taking a bottom-up approach, we supported the project to establish a new "HR Service Centre" within Caltex. Our activities focused on establishing a new call centre intranet (using a commercial wiki solution) to replace the previous file server containing more than 50,000 documents.
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Canon Australia
Conducted a comprehensive intranet needs analysis project, leading into the development
of an innovative new design and structure for the site. (Read the case study)
Also provided advice and support to the intranet team, as part of an ongoing mentoring relationship.
This included a focus on metadata, authoring models, and intranet launch strategies.
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Centro Property Group
As part of the initial stages of a project to develop a new corporate intranet, we ran a facilitated
workshop to identify overall intranet scope and to determine an initial information architecture. This was
then been used by the intranet team as the basis for the development activities.
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Child Support Agency
Conducted expert reviews and thorough needs analysis to identify user needs for CSA's intranet, internet and CSAOnline (client extranet). Strategic and tactical recommendations were provided, along with a roadmap for each of the sites for the next 6-12 months.
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ClubsNSW
Assisted ClubsNSW to select a new content management system for their public website. This included developing business requirements, providing a short-list of products, and participating in the vendor demonstrations.
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Commonwealth Ombudsman
Conducted a review of the existing intranet, leading up to a redesign following best-practice usability and
information architecture principles. We also redesigned the online complaints form, the key functionality on the external website.
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Department of Agriculture, Fisheries and Forestry (DAFF)
Conducted research with a wide range of staff to identify intranet needs and issues. Used this to develop strategic and tactical recommendations, along with a roadmap for the coming 6-12 months.
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Department of Family and Community Services (FaCSIA)
Conducted an intranet review involving staff from both state and national offices, leading to the
identification of key information needs, as well as supporting strategic and tactical recommendations. Also worked on the redesign of the intranet (applying best-practice usability and information architecture
techniques). (Read the case study.)
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Department of Immigration (DIAC)
Assisted with the evaluation and selection of a content management system (CMS). The
business requirements were based on our Requirements Toolkit, which
were refined and clarified with our assistance. Based on the business requirements, we provided a short-list of
three products, and acted as a specialist advisor during the demonstrations and following evaluation.
Also conducted a substantial review of the call centre operations in NSW and Victoria,
providing a range of recommendations on content, usability and broader information
management.
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Department of Veterans' Affairs
Completed a comprehensive review of the existing intranets within the department, identifying a range
of tactical and strategic recommendations. Also provided advise on the selection of a new
content management system.
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Family Court of Australia
The growth of the call centre within Family Courts prompted a review of information management within the area. This included building a clear understanding of current operations via interviews and workplace observation, leading to a range of strategic and tactical recommendations for future IM activities and solutions.
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Federal Court of Australia
Conducted a substantial review of the existing intranet, website and judgment publishing processes and
platforms. This identified a number of opportunities for improvements, covering both business processes and
technologies.
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Freehills
Conducted a broad knowledge management project focusing on gaining the input of staff from across the
organisation (and throughout Australia). This identified a range of key findings which will be used to guide the review of the existing KM strategy.
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Hunter New England Health
Conducted a thorough needs analysis as the starting point for the redevelopment of the corporate intranet.
This project proved highly successful, and in a short period of time, it identified a substantial range of both
strategic and tactical recommendations. (Read the case study)
Also assisted throughout the process of selecting a new content management system (CMS),
from determining the initial requirements to facilitating the vendor demonstrations.
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HNE Population Health
Conducted a review of information management (IM) and records management (RM) practices within Hunter New
England Population Health. This identified a programme of pragmatic activities designed to improve operational effectiveness, while addressing IM and RM issues.
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IAG
Worked with IAG (formerly known as NRMA Insurance) for over six years. In that time, we developed a
custom content management system, and have consulted on a range of projects, including the development of the intranet. (Read the case study and
testimonial)
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IP Australia
Provided mentoring to the intranet team, to assist in strategic planning for the redevelopment of the site, and to identify key opportunities for improvements. This included supporting the team through a needs analysis process.
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Jetstar Airways
Conducted intranet needs analysis to identify key opportunities for a redesigned intranet,
including the exploration of new online services for cabin crew.
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Kimberly-Clark Australia
Provided ongoing mentoring to the intranet team, covering intranet strategy and design. Advice
was also provided regarding best-practice approaches to the use of collaboration tools.
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Kobelco-CNH Australia
A wholesaler of construction equipment, we assisted Kobelco-CNH with the selection of a content management
system to deliver a new dealer portal. This included determining and documenting business requirements, and
providing a short-list of potentially suitable products.
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National Native Title Tribunal
Conducted an intranet review involving staff from offices around Australia. This identified usability issues with the current intranet, described key staff information needs, and provided recommendations for immediate improvements and strategic direction. Also provided consulting and mentoring support to the user-centred redesign of the intranet.
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National Prescribing Service
Assisted in the selection of a new content management system (CMS) for the public website
and intranet. Provided supporting advice on interface design and usability.
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NSW Department of Education and Training
Worked with the newly-appointed intranet manager to develop a strategy for the redevelopment of the whole
corporate intranet. This included documenting a governance model and recommended short-term activities.
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NSW Office of Fair Trading
Acted in a coaching and mentoring role during the redevelopment of the corporate intranet (including the
implementation of a new content management system). As part of this, we provided "on call" advice regarding a range of design and deployment issues.
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Office of Information & Communications Technology (OICT)
Commissioned by OICT to develop the Review of Content Management for the NSW Government. This investigated the current adoption of content management with NSW agencies, as well as conducting research into current issues and best-practice approaches.
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Oxfam Australia
Assisted in the selection of a new content management system, including developing requirements,
reviewing scenarios and providing a short-list of potentially suitable products.
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RailCorp
Conducted a review of the attitudes of frontline staff towards incident reporting and follow-up
processes. This fed into the "Just Culture" change program underway within RailCorp.
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RTA
The content management system first developed for IAG was deployed at RTA as the platform for Frontline Help, a comprehensive knowledge repository for the Newcastle Call Centre. (Read the case study and testimonial)
Also conducted a review of knowledge management systems and practices inside the Traffic Management Centre (TMC).
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Sydney Opera House
Helped to select a new content management system, including developing requirements and providing
a short-list of potential vendors.
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Sutherland Shire Council
Conducted research with a wide range of staff to identify intranet needs and issues. Used
this to develop strategic and tactical recommendations, along with a roadmap for the
coming 12-18 months.
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University of Canberra
We were contacted during the later phases of the project to select a content management system for the
University, to provide an external review of the selection process. This review was designed to give the
University a greater degree of confidence about their project activities, as well as highlighting any gaps
in the process or requirements.
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University of Melbourne
Helped the University to develop concrete business requirements for a content management system (CMS),
as well as refining the overall scope of the project. We also assisted in the creation of the final tender document.
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University of Western Sydney
Helped the University to select a new content management system (CMS), including developing
requirements, providing a short-list of vendors and facilitating the vendor demos.
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Urban Services
As part of the review of the current intranet, we ran a series of mini workshops to generate ideas for the future of the intranet. The workshops included general discussion and targeted activities such as prioritisation exercises and card sorting.
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VicSuper
A new content management system was required for the VicSuper public website. We assisted throughout the selection process, including developing requirements, providing a short-list of products, and participating in the vendor demonstrations.
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Westpac
Assisted in the selection of a new content management system for the public website. This
included developing thorough business requirements, supporting the creation of scenarios,
and providing a short-list of potentially suitable vendors.
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Woollahra Municipal Council
Assisted the Council to select a new content management system for the public website. This included
developing business requirements, providing a short-list of products, and participating in the vendor
demonstrations.
Also conducted an intranet review, identifying a broad range of tactical and strategic
recommendations, along with a roadmap for the next 6-12 months.
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WorkCover NSW
An intranet review was used to identify both short-term improvements, and long term strategic directions.
Primarily focusing on staff interviews, an expert review of the site was also conducted.
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