Harvard Case - iNET: Overcoming a Legacy Web Portal at Singapore Management University
"iNET: Overcoming a Legacy Web Portal at Singapore Management University" Harvard business case study is written by Kar Way Tan, Sheetal Mittal. It deals with the challenges in the field of Information Technology. The case study is 12 page(s) long and it was first published on : Jun 15, 2016
At Fern Fort University, we recommend a comprehensive digital transformation strategy for Singapore Management University (SMU) to modernize its iNET portal, enhance user experience, and unlock new opportunities for innovation and growth. This strategy involves a phased approach encompassing legacy system modernization, cloud migration, data analytics, mobile technology adoption, and IT governance improvements.
2. Background
This case study focuses on Singapore Management University (SMU), a leading private university striving to enhance its online presence and student experience. The university's existing web portal, iNET, suffers from outdated technology, poor usability, and limited functionality. This hinders student engagement, administrative efficiency, and the university's ability to leverage data for informed decision-making. The case highlights the challenges faced by SMU's IT department in navigating the complexities of legacy system modernization, resource constraints, and the need for a strategic approach to digital transformation.
3. Analysis of the Case Study
The case study reveals several key issues:
- Outdated Technology: iNET's legacy system lacks the flexibility and scalability required for a modern, user-centric online experience. This restricts the university's ability to implement new features, integrate with third-party applications, and leverage emerging technologies.
- Poor User Experience: The portal's outdated design and cumbersome navigation create a frustrating experience for students, faculty, and staff. This hinders engagement, productivity, and overall satisfaction.
- Limited Data Analytics: The lack of a robust data analytics platform prevents SMU from effectively leveraging data to understand user behavior, improve services, and make informed decisions.
- Security Concerns: The legacy system poses security vulnerabilities, potentially exposing sensitive data to cyber threats.
- Resource Constraints: The IT department faces resource limitations, making it challenging to manage the existing system and implement a comprehensive digital transformation strategy.
Framework: We will utilize the Digital Transformation Framework to analyze the situation and develop recommendations. This framework considers the following key areas:
- Strategy: Defining a clear vision for digital transformation and aligning it with SMU's overall strategic goals.
- Technology: Selecting and implementing appropriate technologies to modernize iNET, including cloud computing, data analytics, and mobile technology.
- Processes: Re-engineering business processes to leverage the new digital capabilities and improve efficiency.
- People: Building the necessary skills and competencies within the IT department and across the university to support the transformation.
- Data: Establishing a robust data management framework to capture, analyze, and leverage data for informed decision-making.
4. Recommendations
Phase 1: Legacy System Modernization & Cloud Migration (6-12 months):
- Migrate iNET to a cloud platform: This will provide scalability, flexibility, and cost-effectiveness. Consider a hybrid cloud approach to balance performance and security needs.
- Modernize the user interface and user experience (UI/UX): Adopt a mobile-first design approach to ensure accessibility across devices.
- Implement a new content management system (CMS): This will simplify content creation, management, and updates.
- Integrate with existing systems: Ensure seamless integration with other university systems like ERP, CRM, and learning management systems.
Phase 2: Data Analytics & Mobile Technology Adoption (12-18 months):
- Establish a data warehouse and business intelligence platform: This will enable data collection, analysis, and reporting to gain insights into user behavior, identify trends, and support informed decision-making.
- Develop mobile applications: Offer mobile versions of key iNET functionalities like course registration, grade viewing, and communication tools.
- Implement a data-driven approach to service improvement: Continuously analyze user data to identify areas for improvement and enhance the user experience.
Phase 3: IT Governance & Cybersecurity (Ongoing):
- Establish a robust IT governance framework: Define clear roles and responsibilities, implement change management processes, and ensure alignment with SMU's overall strategic goals.
- Strengthen cybersecurity measures: Implement multi-factor authentication, data encryption, and regular security audits to protect sensitive data.
- Develop a comprehensive IT risk management plan: Identify potential risks, assess their impact, and implement mitigation strategies.
5. Basis of Recommendations
These recommendations are based on the following considerations:
- Core competencies and consistency with mission: The digital transformation strategy aligns with SMU's mission to provide a high-quality education and enhance student experience.
- External customers and internal clients: The recommendations prioritize the needs of students, faculty, and staff, enhancing their online experience and access to information.
- Competitors: The digital transformation strategy aims to position SMU as a leader in leveraging technology to enhance its online presence and student experience, staying ahead of competitors.
- Attractiveness: The recommendations are expected to yield significant benefits, including improved user experience, enhanced efficiency, and data-driven decision-making.
Assumptions:
- SMU is committed to investing in the digital transformation project.
- The IT department has the necessary skills and resources to implement the strategy.
- The university has a strong culture of innovation and collaboration.
6. Conclusion
By embracing a comprehensive digital transformation strategy, SMU can modernize its iNET portal, unlock new opportunities for innovation, and enhance the overall student experience. This strategy will position the university as a leader in leveraging technology to achieve its strategic goals.
7. Discussion
Alternatives:
- Outsourcing the entire project: While this could provide expertise and resources, it might lead to a lack of control over the project and potential security risks.
- Developing a new portal from scratch: This would be a more time-consuming and expensive option, potentially delaying the benefits of digital transformation.
Risks:
- Project delays: The project could face delays due to unforeseen technical challenges or resource constraints.
- Resistance to change: Some stakeholders might resist the changes brought about by the digital transformation.
- Security breaches: Despite implementing security measures, the university could still face cybersecurity threats.
Key Assumptions:
- The university will allocate sufficient resources to the project.
- The IT department will be able to effectively manage the project.
- The university will embrace a culture of innovation and collaboration.
8. Next Steps
Timeline:
- Phase 1 (6-12 months): Complete cloud migration, UI/UX modernization, and CMS implementation.
- Phase 2 (12-18 months): Develop and deploy data analytics platform and mobile applications.
- Phase 3 (Ongoing): Continuously improve IT governance, cybersecurity, and data management.
Key Milestones:
- Develop a detailed project plan: Outline project scope, timeline, budget, and resources.
- Secure executive sponsorship: Obtain buy-in from university leadership.
- Build a strong project team: Assemble a team with the necessary skills and experience.
- Communicate effectively: Keep stakeholders informed about project progress and address concerns.
- Continuously monitor and evaluate: Track project progress, identify challenges, and make adjustments as needed.
By taking these steps, SMU can successfully navigate the complexities of digital transformation and transform iNET into a modern, user-centric platform that supports the university's strategic goals and enhances the overall student experience.
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Case Description
In 2014, Singapore Management University (SMU) undertook the reworking of its ten-year-old legacy intranet web portal eWise, and successfully replaced it with the new intranet, iNet. At lower maintenance costs than eWise, iNet offered modern design, easy consolidation and renewal of content, better integrated core operational functions, vastly improved user interface, and opportunities to collaborate. The case presents an overview of the journey of this transformation at SMU, discussing the key challenges faced by Goh and his team in terms of choice of technology, skills required, resources management and change management, including cultural issues and resistance to change. It discusses the development process and the decisions taken regarding the technical platform, implementation approach, features incorporated, and the taxonomy and topology of the website. Given the sheer size of the organisation and its information and legacy structure, iNet was undoubtedly an achievement. Yet, issues remained: How to accelerate iNet's low adoption rate amongst users? Should the portal be expanded to unify the whole of SMU through a single integrated web portal? Would that bring in synergies across the university or would the different departments continue to operate in silos? What would be the right time for upgrading the intranet portal to ensure future readiness and scalability of the overall IT solution?
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