Posted on August 12th, 2010 at 4:16 AM by Wan
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The best thing with Enterprise 2.0, is about flexibility and collaboration. Collaborators are the one running the show NOT the IT administrators or web masters in organisations. One way of having an Enterprise strategy, is  by having a mashups in our blog or sites.  It is an empowering technology and evolutionary, NOT revolutionary. According to Ogrinz (2009), user demand for web 2.0 technologies within existing corporate infrastructure, which act as a catalyst for Enterprise 2.0. This week, I had discovered two interesting Enteprise organisations, which I considered to be part of my case study – AFNI and DIA.

1st CASE STUDY – AFNI

AFNI is a leading outsourcer of customer service, insurance services, and receivables management operating 12 call centers across USA and employing more than 3,000 call center agents and 500 enterprises, each of which has a unique set of applications and business processes. The risk currently faced is their customer data management, which is scattered across multiple apps. They wasted plenty of times searching through applications and constantly toggle back and forth betweeen it to resolve customer issues. To make matter worst, most apps are owned and control by their clients. Afni’s IT organisation has little or no control over the apps and no access to their source code (AFNI, 2010).

According to Ogrinz (2009), to overcome these risks, they have implement Enterprise 2.0 framework. Their mission is simple yet challenging – to improve productivity, reduce average handling times, increase first call resolution rates, simplify training for agents and finally ensure they comply with customer’s requirements. Afni choose the OpenSpan platform to build a series of mashups for its contact center agents. The mashup auto-populates customer data for each customer support call, thus provides agents with a 360-degree view of the customer and eliminates the need for them to navigate through a series of apps. The user interfaces generated by the systems were constructed to match the business process or specific call flow (OpenSpan, 2010). To demonstrate this, an agent needs to follow the natural flow of the screen from top to bottom. Input fields are colour coordinated to alert agents. If agents require further information not available from their screen, they can click on a link in the mashup and open up the relevant application. Each step of agent activity is being tracked and logged to ensure compliance with client needs and to resolve any traffics that can affect system performances, if found any.

Some of the mashup patterns being implemented are:

  • Accessibility. Without it, Afni agents would be forced to learn and interact with a wide range of client
  • Content aggregation. Afni agents spend less time navigating and toggling beween apps, thus spending more time serving customers.
  • Usability enhancer. The agents simply need to follow the workflow process where fields are colour-coded to notify them which steps need to be completed
  • Content migration. The mashups automates this process which is applied to relevant client apps behind the scenes and without any direct involvement by the agent.
  • Integration. Call notes are logged automatically to capture agent activities and customer data. The audit trail helps Afni to comply with client requirements and identify traffics if found any by Afni’s quality teams.
  • Workflow. Afni is able to modify the mashup’s user interface to support new client policies without affecting client application (Ogrinz, 2009).

The benefits gain after implementing Enterprise 2.0 are:

  • Afni can spend more time resolving customer issues as they are able to resolve customer issues more quickly and improved first-call resolution rates.
  • Afni has improved customer satisfaction when support call times are reduced with a higher percentage of support cases are resolved on the first call.
  • Their client’s customers receive a better overall quality of service because they achieved mandated policy and compliance requirements in a timely and efficient manner.
  • Afni has improved its ability to respond quickly to its client’s needs like policy changes (Ogrinz, 2009).

2nd CASE STUDY – DIA (Defense Intelligene Agency)

DIA provides military intelligence to the Department of Defense and the intelligence community in support of U.S. military planning and operations and weapon systems acquisition. Their vision is stated as “integration of highly skilled intelligence professionals with leading edge technology to discover information and create knowledge that provides warning, identifies opportunities, and delivers overwhelming advantage to our warfighters, defense planners, and defense and national security policymakers.” Their major risk is to isolate vital information from a vast array of sources. The video below briefly describes what they do in the real world (DIA, 2010).

By implementing Enterprise 2.0 framework, DIA has applied mashups to the military intelligence gathering as part of their web 2.0 project in a government sector to improve the speed, timeliness and accuracy of the organisation’s situational awareness. They used a mashup called “Overwatch” which is a dashboard app that acts as a “virtual operating center”. It integrates a wide range of intelligence sources into a single browser-based dashboard including DIA’s public-key infrastructure (PKI) framework. To implement it, DIA uses JackBe’s Presto product which connects to several services within DIA’s network and acts as means of communication between analysts and services. Later, the analysts is able to view these data sources regardless of any tools like SOA, SQL, RSS and many others (JackBe, 2007).

Some of the mashup patterns that benefited the analysts are:

  • Alerter that provides alerts based on specific conditions being set.
  • Filter that can be personalized to extract important information from a vast content.
  • Leading Indicator for monitoring multiple message feeds to make situational assessments.
  • Reality Mining use to detect common usage patterns based on the analyzers.
  • Time Series provides intuitive time-based analysis.
  • API Enabler allows sharing mashup data so others can consume and customize the data.
  • Super Search using search engines to interact other internal and external data.
  • Dashboard that is easy to use.
  • Location Mapping for rapid geospatial tagging (Ogrinz, 2009).

The benefits gain after implementing Enterprise 2.0 are:

  • The Overwatch program has become an important tool that allows analysts to track information resources around the world in real time.
  • DIA win several awards for their project work on Overwatch.
  • Overwatch continues its evolution today with continued integration of existing and emerging technologies within the DIA, including the DIA’s security and services infrastructures (Ogrinz, 2009).

References:

AFNI (2010). Contact center solutions and Receivables Management Services. Retrieved August 12, 2010.

D. I. A(2010). Defense Intelligence Agency (DIA). Retrieved August 12, 2010.

JackBe (2007). Enterprise Mashup Solutions. Retrieved August 12, 2010.

Ogrinz, M. (2009). Mashup Patterns: Designs and Examples for the Modern Enterprise. Indiana: Addison-Wesley Professional.

OpenSpan (2010). User Process Management, Process Improvement. Retrieved August 12, 2010.