A01 chaf6542 06 se fm indd

    2 

   

Research users’ needs.  This is, of course, a prerequisite of any success-

ful information systems project. The IBF advise: ‘The leaders in the field carry 

M03_CHAF6542_06_SE_C03.indd   107

7/22/14   1:37 AM

---

108

Part 1  Introduction

out research with the aim of building a picture, for each of their main employee 

groups, of their working patterns, the processes they follow and where the frus-

trations, blockages and inefficiencies lie, as well as finding out in detail about 

how they currently use the intranet and where they think it could help them work 

more efficiently.’

  3 

Implement  or  expand   self-  service. On re-engineering processes to enable  self- 

 service, the IBF say: ‘The most significant way intranets cut costs for organisations 

is by enabling administrative processes to be reengineered – particularly in the HR 

area – and migrated online via the intranet. This can make processes far more  cost- 

 efficient (and effective) for the organisation and individual users’. They give the 

example of how the British Airways intranet has achieved some impressive results 

following its re-launch as a  self-  service intranet:

● 

100 per cent of internal recruitment is now carried out on the intranet

● 

100 per cent of staff travel is booked on the intranet

● 

33 per cent of staff training is delivered through the intranet

● 

80 per cent of employees update their contact details on the intranet

● 

The most popular  self-  service application has been the relatively simple e-Pay 

tool where employees access their payslip. This alone delivered BA savings of 

£90,000 per year.

  4