Innovatia Overview Feb 3 2009

Innovatia Overview

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Agenda

• The Information Challenge • Innovatia

– Corporate Overview– Capabilities and Experience– Business Lines

Canada’s largest communications company.

One of North America’s largestregional communications providers.

A wholly-owned subsidiary of Bell Aliant

Offering knowledge management solutions to customers world-wide

Innovatia is an experienced knowledge management company with deep roots.

One of Canada’s largest information Technology companies.

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The Challenge: Poor knowledge management impacts the bottom line.

Employees in offices spend 35% of productive time searching for information online.− Working Council for Chief Information Officers

The Fortune 1000 stands to waste at least $2.5 billion per year due to an inability to locate and retrieve information.− IDC, The High Cost of Not Finding Information

The Challenge: Poor knowledge management impacts the bottom line.

• The right information to the right people at the right time

• Information that is always at your fingertips

• Always reliable, accurate, and up-to-date

• One answer – the RIGHT answer

• Accessible anywhere in the world 24/7

The Solution: Innovatia’s world of perfect information.

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Our mission is to energize knowledge into performance.

Innovatia’s integrated knowledge management solutions include four core competencies.

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Innovatia develops world-class, topic-based information products for multiple outputs.

• Installation Methods and Procedures

• Configuration Guides

• On Line Help and User Guides

• Solution Integration Guides

• Interactive Guides (web enabled)

• Mobile Ready Documents

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Challenge• Quantity of information

• Quality (consistency, accuracy, up-to-date)

• Multiple vendors and technologies

• Development cost and time pressures

Case Study: Our information development expertise provides better documentation at reduced cost.

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Challenge• Quantity of information

• Quality (consistency, accuracy, up-to-date)

• Multiple vendors and technologies

• Development cost and time pressures

Results• User analysis

• Information consolidation

• Rigorous quality assurance

• Faster delivery

• Improved customer satisfaction

• 10-20% cost reduction year-over-year

Case Study: Our information development expertise provides better documentation at reduced cost.

Innovatia delivers documentation on time with measurable improvements in customer satisfaction, cost, and Subject Matter Expert (SME) usage.

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Innovatia delivers comprehensive end-to-end eLearning solutions.

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Innovatia delivers comprehensive end-to-end eLearning solutions.

Design Learning

Strategies Learning

Architecture Curriculum

Design Course Design Business Case

Develop Deliver World-Class

Learning Management Systems

Competency Management

Installation and Hosting

7/24 Support Collaboration

Tools Online Labs Online

Mentoring

Course Content

Quality Assurance

Testing Rapid

Conversion to “e”

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Consistent reliability is a key component in our eLearning infrastructure.

99.98% Availability

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Case Study: We’ve unlocked the barriers to successful eLearning.

Challenge• Rising costs of training

and travel

• Hundreds of classroom-based courses

• Resistance to eLearning adoption

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Case Study: We’ve unlocked the barriers to successful eLearning.

Challenge• Rising costs of training

and travel

• Hundreds of classroom-based courses

• Resistance to eLearning adoption

Results• Blended learning

approach followed by complete conversion to “e”

• Largest training portfolio conversion to “e” in telecom history

• $1M training cost savings in first year

• Outstanding learner feedback

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Our customers measure their success in terms of the rate of eLearning adoption by their customers.

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Service in over 150 languages

• Welcome Desk

• Registration

• Login Support

• Learner Support

• Mentor Support

• Triage

• Tier 0 – Tier 2 Technical Support

Our team delivers 7x24x365 multi-lingual multi-channel support service.

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Case Study: We exceed client expectations for consistent and seamless technical support services.

Challenge• Cost pressures of

global technical support delivery

• Service quality (consistency, accuracy, language)

• High customer expectations

• Rapidly changing information and procedures

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Case Study: We exceed client expectations for consistent and seamless technical support services.

Challenge• Cost pressures of

global technical support delivery

• Service quality (consistency, accuracy, language)

• High customer expectations

• Rapidly changing information and procedures

Results• Rigorous quality assurance

• Highly-skilled, multilingual resource pool

• Real-time standard operating procedures

• Improved customer satisfaction

• Improved call-handling times and case closure rates

• Cost savings

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Our technical support team consistently exceeds client expectations for service quality.

Service Level Targets and Actuals

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• Audits– Performance Gap Analysis

– Training Needs Analysis

– Information Audits

• Learner/User Centric focus

• Information Architecture

• Information Development and Design

• Training Design

• Program/Project Management

• Business Analytics and Root Cause Analysis

Our professional services consultants define and solve knowledge management issues.

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We’ve developed user-centric information solutions to increase new product adoption and retention.

Challenge• Launching new complex

product

• Multiple audiences

• Information quality (accuracy, consistency)

• Information accessibility and usability

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We’ve developed user-centric information solutions to increase new product adoption and retention.

Results• Information audit &

audience analysis

• Online solution

• The right information tool for the job

• Re-useable content – multiple information outputs

• Lower-cost

• Increased customer satisfaction

Challenge• Launching new complex

product

• Multiple audiences

• Information quality (accuracy, consistency)

• Information accessibility and usability

Our Solutions:

• Flexible

• Scalable

• Cost Effective

• Open Standards

• Proven track record with Fortune 500 clients

Innovatia delivers cost effective, scalable, and flexible solutions. 

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Innovatia delivers in 150 languages across 29 countries.

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Innovatia serves customers in a wide variety of industries - from telecom and IT to healthcare and energy.

Our Single-Source approach to content development delivers the information you need when and where you need it.

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22% savings in one project

Documents with errors

or omissions

Tools People

Process/ Procedure/ Policy

Training

Experience

Discipline

EpicNot familiar with

writing standardsMTBI

Writing SkillHow to identify

need for training?

Not all docs are edited

Editing consistency

Decisions on what gets edited

Number of editsper release

Nobody is perfect

Different interpretations

Project schedule do not allow for editing

Writers rushing Editors rushing

Standards documents

Useability

Some standards are open to interpretation

Not everything is covered

(Table capitilization)

Relationship with NCDS is not great

What is the priority of the NCDS?

No guarantee editing mark -up is implemented

Editing- legacy vs . new material

Formatting

Text

Tables

Frame

Template issues

Some older templates do not adhere to NCDS

Special characters

Page 1

Innovatia Inc. - Confidential Documentation Errors and OmissionsCause & Effect

March / 2007Cause & Effect- Editors

ProductKnowledge

Timing of training

Orientation inconsistent

Not experimenting with systems

Competence

Work Ethic

Resource Availability

Remote vs. On-site

Roles and responsibility

TL focused on PM work

What should people be doing?

Inconsistent application

of roles

Motivation

RewardsConfrontationalrelationship

AccountabilityExpectationsToo many hats

Lab writing some

procedures

NCDS

Diff. S/W versions (Adobe)

Lab equipment

scheduling

stability 3rd Party

equip. suppliers

Pagination is wrong

Not following same template

Less structured

Cannot view docs(not WYSIWYG)

Graphicswrong

QA checklist are outdated

Authors have no link checking software

Difficult to get right information from CR’s

Bandwith to Nortel undersized

Time required to registered and check documents

VPN timeouts

E3 DCAM

PDF time too high

Connection issues

Timeouts

Timeouts

Timeouts

Whichtemplate?

Technical Accuracy not Priority

Lab not involved soon enough Lab chasing writers for documents

Project Churn & Delays

Poor project planning

ScopingRisk and Issue mgmt

Poor communication between groups

No clearly defined processes

Lab submission process

Roles & responsibilities

inconsistent

Testing too soon ?

Pressure to pass documentscontaining errors

Project Management

Prioritization (fixes vs . development )

Missing File informationInspection is never perfect

Last minute changes to docs .

Copyright statements are different

Management of Inputs

Constant change or customer processes

Must get information from IPT meetings

Standards areover complicated

Many exceptions to standards

Poor change management

On-site- access to OEM Staff (+/-)

Access to Lab

Timing of receiving info from Nortel

Incomplete specifications

SME access

Not having features at BR

Innovatia invests in continuous process improvementto deliver high value solutions to our clients.

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“If you need talented and innovative people, look no further. “Thanks” doesn’t seem enough for all your help!!”

- Jim Hill, Global Manager Physician Training and support at AMO

Project:  Changes and improvements to AMO Learning Management System

Innovatia knows that it’s ALL about our customers.

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Innovatia knows that it’s ALL about our customers.

“[Innovatia] supplied excellent service from initial contact through work assessment, proposal, contract negotiation and completion which were achieved both on schedule and budget.”

- Sam Ellis, VP Operations at TenXc wireless

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“We have outsourced training development and delivery to Innovatia, who has a reputation for excellence in training and service. This will allow us to better serve our customers and focus on product and solution development.”

- Stan Chilton, Senior VP of Operations at Movius Corporation

Project:  Preferred training development and delivery provider for Movius Corporation

Innovatia knows that it’s ALL about our customers.

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Innovatia knows that it’s ALL about our customers.

“The goal of any company leveraging an outsourced center is to have that provider become a seamless extension of their business model. I think it’s safe to say that Innovatia has both met and exceeded that goal.”

- Steve Keylor, Nortel Networks

Project:  Tier 0 – Tier 2 Technical Support Services for Nortel Networks

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Innovatia knows that it’s ALL about our customers.

“You guys have done a really stellar job in terms of Customer Experience. You have the best documentation of any Logitech product, have put in the most hours of customer testing and no doubt have customer support as primed as they could be.”

- Glenn Rogers, Logitech Director of Customer Experience

Project: Interactive Feature Guide for new product launch for Logitech

• Contractual

• Solution

• Pricing

No one knows what the road ahead brings.

Innovatia will help you with our flexible win win track record.

Innovatia has the flexibility and scalability to meet organizations ever evolving business requirements.

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The Innovatia team includes highly skilled information development professionals.

• Project Managers

• Process Engineers

• Information Architects

• Information Developers

• Instructional Designers

• Technical Specialists

• Graphics Designers/Artists

• Business Analysts

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The Innovatia executive will ensure your satisfaction and project success.

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Thank you.