Alliander has created an intranet that has evolved through continuous improvement and agile delivery over more than six years. High involvement of users in design and testing, plus a regular cadence of minor and major releases, has helped ensure there is consistently high adoption with a predominantly frontline workforce.
Notable features include highly integrated social capabilities, a database of self-service tasks, communities and integrations. The intranet also includes advanced content lifecycle management and governance.
A full-time ‘webcare’ person helps to drive adoption. Recently the team has made multiple improvements to search, successfully creating a more Google-like experience and improving findability.
Why this won a Gold award
- This is an excellent example of the way a well-executed program of continuous improvement can sustain high adoption and value over a number of years, prolonging the life of the intranet.
- Robust processes ensure the intranet is user-centric, including working with a regular group of users, running proof of concepts and usability testing.
- The search improvement work is strong and tightly aligned to feedback received from users, and has increased search satisfaction.
- The database of self-service tasks is well thought through and helps employees get things done.
- We like the approaches to drive adoption including the dedicated ‘webcare’ role and the onboarding wizard.
- Achieving consistently high adoption is hard enough, but doing so with a high proportion of frontline staff is a major achievement.