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Target further design, print and distribution savings. Reduction in physical and 

distribution costs through moving towards a ‘paperless office’.

  5 

Improve usability. Making it quicker to find information through improving informa-

tion architecture and ‘findability’, i.e. better browsing and searching functionality.

  6 

Revamp HR content. As indicated by the examples given above, improvements to 

HR functionality often give the biggest benefits to the employees and the business.

  7 

Create content for  customer-  facing staff. The example is given of the UK-based 

insurance group Prudential which has used its intranet to provide content and 

tools that help contact centre staff respond rapidly to telephone, email and postal 

enquiries from customers.

  8 

Create internal helpdesk content. Costs of internal helpdesks, for example for IT, 

HR or Finance, can be delivered more efficiently via the intranet. The IBF suggests 

it costs about £8 to £10 to respond to each request for help by telephone, and 

about £5 to do so by email.